Refund policy

Effective date: 25 August 2026

Return window

You may request a return or exchange within 14 days of the date you receive your order. Requests submitted after this period cannot be accepted, except where an item is defective and covered by your statutory rights under Egyptian consumer protection law.

Condition of returned items

To be eligible for a return or exchange, an item must be:

• unworn and unwashed;
• in its original condition, with all tags attached;
• in its original packaging.

Items showing signs of wear, washing, alteration, perfume, or damage occurring after delivery will not be accepted and will be returned to you at your expense.

Non-returnable items

For hygiene and commercial reasons, the following items cannot be returned or exchanged unless they arrive damaged, defective, or different from what you ordered:

• underwear;
• swimwear;
• hijabs and scarves;
• accessories;
• sale and discounted items;
• customized or made-to-order pieces.

Refund or exchange

For eligible returns, you may choose between an exchange (the same item in a different size or colour, or another item of equal value) and a refund.

Size exchanges

Exchanging an item for a different size is free of charge. We will collect the original item and deliver the new size at no additional shipping cost, subject to availability. If the size you need is out of stock, you may choose another item or request a refund.

Returns because you changed your mind

If you return an item for a refund for reasons other than a defect or an error on our part:

• the cost of return shipping is borne by you;
• the original shipping fee, where one was charged, is not refunded;
• no restocking fee is deducted from the refund.

Wrong, damaged, or defective items

If an item arrives damaged, defective, or is not what you ordered, please contact us within 48 hours of delivery with photographs of the item and its packaging. In this case:

• we bear the full cost of return shipping;
• you may choose between a replacement and a full refund, including any shipping fee you paid;
• no restocking fee applies.

Inspecting your order on delivery

For cash-on-delivery orders, you may open and inspect your parcel in the presence of the courier before paying. If your order contains several items, you may keep the items you want and hand the rest back to the courier at the door, paying only for the items you keep. Items handed back at the door are not subject to a restocking fee.

How to start a return

1. Contact us within 14 days of delivery by WhatsApp (+20 106 666 5908), email (m.bana@linenzo.net), phone (+20 106 666 5908), or through the contact form on our website.
2. Include your order number, the item(s) you wish to return, the reason for the return, and clear photographs of the item(s). Photographs are required for every return request.
3. Once your request is approved, you may choose to have the item collected from your address by our courier partner (Bosta) or our own delivery team, or to send it to us using a courier of your choice.
4. Pack the item securely in its original packaging. If you arrange the shipment yourself, you are responsible for any loss or damage in transit.

Refunds

Once we receive and inspect the returned item, we will confirm the outcome by email or WhatsApp. Approved refunds are issued within 3–7 working days by Instapay transfer to the account you specify. This applies to both cash-on-delivery and prepaid orders. Customers outside Egypt are refunded by bank transfer.

International orders

For orders delivered outside Egypt, return shipping, customs duties, and any related charges are your responsibility unless the item was defective or sent in error.

Questions

For any question about returns, contact us using the details in the Contact Information section.