Delivery & Returns Policy
At Ayman Lahmouni, every creation is handled with exceptional care—from the selection of materials and artisanal workmanship to its final inspection and presentation.
This Policy explains our delivery, return, exchange, and refund procedures for purchases made through aymanlahmouni.com. It forms part of our Terms and Conditions.
Our procedures are designed in accordance with Egyptian Consumer Protection Law No. 181 of 2018 and its Executive Regulations. Nothing in this Policy excludes, restricts, or diminishes any mandatory consumer right.
1. Contacting Client Care
For delivery, return, exchange, or refund assistance, please contact:
Telephone and WhatsApp: +20 111 022 2119
Email: care@aymanlahmouni.com
Instagram and Facebook: @aymanlahmouni
Client-care hours: Sunday to Thursday, 10 AM to 6PM
Please provide:
Your full name;
Order number;
Telephone number;
Product concerned;
Requested service;
Reason for the request, where relevant; and
Clear photographs if the product arrived damaged, defective, incorrect, or incomplete.
Providing photographs helps us assess the request quickly, but it does not remove any right you may have under applicable law.
2. Product Categories
Different procedures may apply depending on how the creation was produced.
2.1 Ready-to-Wear
A product offered in a standard size and supplied from available stock or regular production without customer-specific alterations.
2.2 Made-to-Order
An existing design produced after an order is placed. A made-to-order product may be made in a standard size or according to customer-selected specifications.
2.3 Customized or Altered
A product modified at the customer’s request, including changes to size, measurements, length, color, lining, sleeves, neckline, embroidery, embellishment, or construction.
2.4 Made-to-Measure and Haute Couture
An individually commissioned creation produced according to the customer’s measurements, approved design, material selections, and fitting requirements.
3. Order Processing
After your order is submitted, you will receive an electronic acknowledgement.
Orders are subject to:
Payment authorization;
Product or material availability;
Verification of order details;
Delivery availability;
Confirmation of measurements or customization details, where applicable; and
Fraud-prevention and security checks.
You will be informed if additional information is needed before production or dispatch.
4. Delivery Within Egypt
In-stock ready-to-wear orders are normally prepared and delivered within approximately seven business days after order acceptance unless a different period is stated on the product page or order confirmation.
Delivery periods are estimates and may vary according to:
Delivery location;
Product availability;
Seasonal demand;
Courier schedules;
Public holidays;
Weather or transportation disruption; and
Other circumstances outside our reasonable control.
The estimated delivery fee and available delivery methods will be displayed at checkout or communicated before the order is confirmed.
5. International Delivery
International delivery times vary by destination, courier, customs procedures, and product category.
International orders may be subject to:
Customs duties;
Import taxes;
Clearance charges;
Local handling fees; and
Other governmental charges imposed by the destination country.
Unless checkout expressly states that these charges are included, they are payable by the recipient and are not controlled by Ayman Lahmouni.
Customs authorities may request identity or transaction information directly from the recipient. Failure to provide required customs information may delay or prevent delivery.
6. Made-to-Order and Couture Delivery
Made-to-order, customized, bridal, made-to-measure, and haute couture creations require a production period separate from standard delivery time.
The estimated completion or delivery date will be confirmed according to the individual order.
Production timelines generally begin after we receive:
The required payment or deposit;
Complete and accurate measurements;
Approval of the design and specifications;
Confirmation of materials and color; and
Any other information required to begin production.
Changes requested after approval, missed fitting appointments, delayed measurements, or delayed customer responses may result in a revised completion date.
Any material change to an agreed delivery date will be communicated to the customer as soon as reasonably possible.
7. Receiving Your Order
Please ensure that:
The delivery address is complete and accurate;
The telephone number is active;
An authorized person is available to receive the order; and
Any delivery instructions are provided before dispatch.
Please inspect the outer package upon delivery. If it appears opened, damaged, wet, incomplete, or tampered with, photograph it before opening and contact Client Care promptly.
If possible, note visible damage with the courier at the time of delivery.
8. Failed Delivery
If delivery cannot be completed because the address is incorrect, the recipient is unavailable, or the customer refuses an order without a lawful reason, the courier may return the order to us.
A new delivery attempt may be subject to additional shipping charges where permitted by law.
This does not apply where delivery failed because of an error by Ayman Lahmouni or its appointed courier.
9. Delivery Delays
If we anticipate a material delay, we will contact you and, where possible, provide a revised delivery estimate.
Where delivery occurs after an expressly agreed date, or where the product is not delivered within the legally applicable period, the customer may exercise the cancellation and refund rights provided under Egyptian Consumer Protection Law.
If cancellation results from a delay attributable to us, the customer will not bear return-shipping or delivery costs that Egyptian law requires us to pay.
A delay caused by missing measurements, a customer-requested design change, a missed fitting, an inaccurate address, customs procedures, or the customer’s failure to provide required information will be assessed according to its circumstances and applicable law.
10. Ready-to-Wear Returns Without a Defect
Subject to the lawful exceptions stated below, an eligible ready-to-wear product may be returned within 14 days from the date of receipt, without the customer being required to provide a reason.
The customer must notify Client Care within the 14-day period.
The product should be:
In the same condition in which it was received;
Unworn except for reasonable fitting;
Unwashed and uncleaned;
Free from stains, odors, perfume, cosmetics, or damage;
Unaltered;
Accompanied by its labels and accessories; and
Returned with its original packaging where reasonably possible.
The product may be inspected only to the extent reasonably necessary to determine its nature, characteristics, and fit.
The absence of packaging or a detached label will not automatically cancel a mandatory legal right, but it may be considered when determining whether the product remains in its original condition.
11. Exchange of Ready-to-Wear Products
An eligible ready-to-wear product may be exchanged within 14 days from receipt, subject to the conditions above and availability of the requested replacement.
When requesting an exchange, please identify the preferred:
Design;
Size;
Color; and
Any other applicable option.
If the replacement product is more expensive, the customer must pay the difference before dispatch.
If it is less expensive, the difference will be refunded using the original payment method or another method expressly agreed with the customer, subject to applicable law.
A change-of-mind exchange is normally completed once per product. This commercial limitation does not restrict any later statutory right arising from a defect or non-conformity in the replacement product.
If the requested replacement is unavailable, the customer may select another available product or request a refund where legally eligible.
12. Defective, Damaged or Non-Conforming Products
Under Egyptian Consumer Protection Law, a customer may request the return or replacement of a product within 30 days from receipt where the product:
Has a manufacturing defect;
Arrived damaged;
Is materially different from its description;
Does not conform to the agreed specifications;
Is not suitable for the purpose agreed at the time of purchase; or
Is an incorrect product, color, or size because of an error by us.
For an eligible claim, the customer may request replacement or return with a refund, in accordance with applicable law and without additional cost.
We may inspect the product to determine the nature and cause of the issue. Inspection will be carried out fairly and will not be used to delay or deny a valid statutory claim.
If the product is confirmed to be defective or non-conforming, we will bear the shipping and collection costs that applicable law requires us to bear.
13. What Is Not Normally Considered a Defect
Unless materially inconsistent with the product description or approved specifications, the following will not normally constitute manufacturing defects:
Minor variations in handmade embroidery;
Slight differences in crystal, bead, lace, or motif placement;
Natural variations in fabric texture;
Slight color differences caused by screen settings or photography;
Characteristics inherent to delicate or artisanal materials;
Normal wear and tear;
Damage caused by incorrect cleaning, pressing, or storage;
Damage caused by perfume, cosmetics, moisture, friction, or snagging;
Damage resulting from unauthorized alteration or repair; or
Fit issues resulting from inaccurate measurements supplied by the customer.
These provisions do not apply where the variation is material, the product is unsafe, workmanship is defective, or the creation does not conform to its approved specifications.
14. Couture, Customized and Made-to-Measure Orders
Products manufactured according to customer-specific measurements, alterations, or approved specifications are not eligible for return, exchange, or cancellation merely because the customer changes their mind, provided that the product conforms to those specifications.
This exception may apply to:
Haute couture commissions;
Made-to-measure creations;
Bridal gowns produced to individual measurements;
Products altered to the customer’s measurements;
Customer-selected colors or materials;
Personalized embroidery or embellishment;
Modified necklines, sleeves, linings, lengths, or silhouettes; and
Any other product created specifically for the customer.
This exception does not affect the customer’s rights where the creation:
Has a manufacturing defect;
Is materially inconsistent with the approved design;
Does not conform to the confirmed measurements or specifications because of an Atelier error;
Has not been produced with reasonable professional care; or
Qualifies for another mandatory legal remedy.
Where a fit concern can reasonably be corrected, we may first offer an appropriate alteration or adjustment without affecting any mandatory remedy available to the customer.
15. Deposits for Couture and Custom Orders
A deposit may be required to reserve production capacity, source specialist materials, begin pattern development, or commence embroidery and construction.
Before payment, the customer will be informed of:
The deposit amount;
The remaining balance;
The production stage covered by the deposit;
The approved specifications;
The estimated timeline; and
Applicable cancellation conditions.
After customized work has begun or non-recoverable materials have been ordered, the deposit may be retained to the extent permitted by law and justified by the disclosed work, commitments, and costs already incurred.
A deposit will not be treated as automatically non-refundable where:
We cancel the order without a lawful reason;
We cannot produce the approved creation;
The creation is defective or materially non-conforming;
We materially breach the agreed order; or
Applicable law requires a full or partial refund.
If the customer requests cancellation before production or material sourcing begins, the request will be reviewed according to the order terms, work completed, costs incurred, and applicable law.
16. Sale and Promotional Products
A discounted or sale price does not, by itself, remove a consumer’s statutory return, exchange, or defect rights.
An eligible sale product may therefore be returned or exchanged in accordance with Egyptian law unless a specific lawful exception applies.
Products marked “Final Sale” are excluded only to the extent legally permitted and only where the applicable limitation was clearly disclosed before purchase.
Products sold with a disclosed imperfection cannot normally be returned solely because of that same disclosed imperfection. Other undisclosed defects and mandatory consumer rights remain unaffected.
17. How to Request a Return or Exchange
To begin a request:
Contact Client Care within the applicable 14-day or 30-day period.
Provide your order number and contact details.
Identify whether you are requesting a return, exchange, or defect review.
Provide photographs where the product is damaged, incorrect, or allegedly defective.
Await return instructions and, where applicable, a shipping label or collection details.
Package the product securely and include all relevant accessories and documentation.
Please do not send a product to an Atelier branch or production facility without receiving return instructions, as this may delay identification and processing.
Failure to use our preferred shipping method will not remove a mandatory legal right, but the customer may be responsible for avoidable loss or additional costs resulting from an unauthorized shipping method.
18. Return Shipping Costs
For a change-of-mind return arising from an online purchase, the customer will bear the direct return-shipping cost where permitted under Article 40 of Egyptian Consumer Protection Law, unless we expressly offer complimentary return shipping.
No handling or administrative fee will be deducted from the refundable product price unless legally permitted and clearly disclosed.
For a defective, damaged, incorrect, or non-conforming product, we will bear return and replacement shipping costs where required by law.
For international change-of-mind returns, the customer is generally responsible for:
Return courier charges;
Appropriate packaging;
Customs documentation; and
Any non-refundable duties or governmental charges, unless applicable law requires otherwise.
The customer should use a traceable service and retain shipping evidence until the return is completed.
19. Return Inspection
Returned products are examined by our quality team after arriving at the designated Atelier location.
We will assess:
Product identity;
General condition;
Signs of wear or use;
Labels and accessories;
Requested alterations;
Reported defects;
Compliance with approved specifications; and
Eligibility under this Policy and applicable law.
We will notify you of the result after completing the inspection.
Inspection does not affect your right to refer a disagreement to the Egyptian Consumer Protection Agency or another competent authority.
20. Refund Processing
When an online return is approved under the statutory right of withdrawal, we will refund the amount paid using the original payment method—unless another method is expressly agreed—within seven days from the date the returned product is received, as provided under Egyptian Consumer Protection Law.
Where a refund arises from a defective or non-conforming product, it will be processed within the period required by applicable law.
Refunds may include the original standard delivery charge where required by law. Premium or expedited delivery upgrades may be excluded where legally permitted.
After we initiate a refund, additional time may be required for the amount to appear in your account because of processing by:
The issuing bank;
Card network;
Payment gateway;
Digital wallet; or
Buy Now, Pay Later provider.
This external processing period is outside our direct control, but we will provide reasonable assistance if the refund is delayed.
21. Buy Now, Pay Later Refunds
Refunds for orders paid through a Buy Now, Pay Later provider are processed through that provider.
The provider may:
Adjust upcoming installments;
Refund installments already paid;
Maintain charges governed by its own lawful terms; or
Request additional information from the customer.
Customers remain responsible for scheduled payments until the provider confirms that the refund or adjustment has been completed.
22. Gifts
A gift may be exchanged by the recipient if it otherwise meets the eligibility requirements.
Unless otherwise required by law or agreed with the purchaser, monetary refunds will be returned to the original payment method used by the purchaser.
Proof of purchase or sufficient order information may be required to locate the transaction.
23. Refused and Uncollected International Orders
Refusing an international delivery does not automatically qualify the order for a full refund.
Where an eligible product is returned because the recipient refused delivery or failed to complete customs clearance, we may deduct unrecoverable shipping, customs, storage, or return charges to the extent permitted by law.
This does not apply where the refusal resulted from a defective or incorrect product, an undisclosed charge for which we are legally responsible, or another breach by us.
Customized and made-to-measure products remain subject to the personalized-product provisions of this Policy.
24. Consumer Complaints
We aim to resolve every concern with professionalism, discretion, and fairness.
If you are dissatisfied with our response, you may contact the Egyptian Consumer Protection Agency through its official channels or seek any other remedy available under applicable law.
Nothing in this Policy limits your right to submit a complaint, prove a transaction by legally accepted means, or bring a claim before a competent authority or court.
25. Priority of Mandatory Law
If any provision of this Policy conflicts with a mandatory consumer right, the applicable law will prevail and the remaining provisions will continue in effect.
For customers outside Egypt, any mandatory consumer rights that lawfully apply in the destination country will remain unaffected.
26. Contact Details
Ayman Lahmouni Online Atelier
Telephone and WhatsApp: +20 111 022 2119
Email: care@aymanlahmouni.com
Instagram and Facebook: @aymanlahmouni
Address: Area C – Downtown Katameyya Mall, South Tes’een Street – New Cairo, Egypt
Client-care hours: Sunday to Thursday 10 AM to 6 PM
