Refund policy

Return and Refund Policy

Last updated: August 12, 2026

At Mahla, every piece is carefully prepared and inspected before it reaches you. We want your order to arrive beautifully and exactly as expected.

Damaged, Defective, or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective, or different from what you ordered, contact us within 30 days of delivery.

Please provide:

  • Your order number

  • A clear description of the issue

  • Photos or a video showing the item and its packaging

Once the issue is confirmed, Mahla will arrange an exchange or refund at no additional cost to you.

Change-of-Mind Returns

Due to the personal and delicate nature of jewelry and accessories, we do not accept returns or exchanges simply because a customer has changed their mind.

This does not affect your rights if an item is damaged, defective, incorrectly described, or different from what you ordered.

Earrings

For hygiene reasons, earrings cannot be returned or exchanged after delivery unless they arrive damaged, defective, or incorrect.

Customized and Personalized Products

Customized, engraved, made-to-order, or specially requested products cannot be returned or exchanged unless they arrive damaged, defective, or different from the agreed specifications.

Order Cancellations

If you need to cancel or change an order, contact us as soon as possible. We will do our best to help before the order is prepared or dispatched.

Orders that have already been dispatched cannot be cancelled and must be handled according to the terms of this policy.

Return Conditions

Approved returns must include:

  • The item in its original condition

  • The original packaging

  • Any included accessories, gifts, or certificates

  • Proof of purchase or the order number

Items damaged through misuse, improper storage, exposure to perfume or chemicals, normal wear, or failure to follow the provided care instructions are not considered defective.

Refunds

After an approved returned item is received and inspected, we will notify you of the outcome.

Approved refunds will be issued through the original payment method. For cash-on-delivery orders, our customer-care team will contact you to arrange the refund.

Any refund due for a confirmed defective or incorrect item will be processed in accordance with applicable consumer-protection requirements.

Processing times may vary depending on the payment provider or bank.

Shipping Costs

Mahla will cover reasonable return or replacement shipping costs when an item is confirmed to be damaged, defective, or incorrect.

Original and return shipping fees are otherwise non-refundable, except where required by applicable law.

Gifts and Promotional Items

Any complimentary gift supplied with a returned order must also be returned in its original condition. If it is not returned, its value may be deducted from the refund where legally permitted.

Contact Us

To request assistance, contact Mahla through:

Email: [insert customer-care email]
WhatsApp: [insert WhatsApp number]

Please include your order number and relevant photos or videos so we can assist you promptly.

Nothing in this policy limits any rights available to customers under applicable Egyptian consumer-protection law.