Return & Exchange Policy

Last updated: October 2025

Quick Overview

  • Reject on Delivery: You may refuse to receive your order at delivery without any charges.
  • Return Window: Returns accepted within 14 days (Egypt) and 7 days (KSA) from delivery.
  • Condition: Items must be unused, unworn, with tags and original packaging.
  • Non-returnable: Earrings, customized pieces, and final-sale items — unless defective or incorrect.
  • Exchanges: Accepted within the return window if the requested item is available.
  • Defects or Wrong Item: We’ll replace or refund free of charge.
  • Refunds: Prepaid orders refunded to the original payment method; COD refunds issued via bank transfer or store credit.

1. Rejecting the Order at Delivery

We understand that sometimes you may change your mind.
You have the right to refuse receiving the order at your doorstep — with no fees, no shipping costs, and no penalties.

  • If prepaid, you’ll receive a full refund to your original payment method.
  • If COD, your order will simply be canceled — no charges applied.

2. Return Eligibility

To qualify for a return:

  • Items must be unworn, unused, and in their original condition.
  • All tags, packaging, and gifts must be included.
  • The return must be requested within the valid time frame:
  • Egypt: 14 days from delivery

Please handle jewelry carefully when trying it on and avoid perfumes or lotions to maintain its pristine condition.

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or exchanged:

  • Earrings (unless defective or incorrect)
  • Customized, engraved, or made-to-order items
  • Clearance or final-sale products marked as non-returnable

4. Exchanges

If you’d like a different size, style, or color:

  • You may request an exchange within the return window.
  • If the new item is unavailable, you can choose a refund or store credit instead.

5. Defective, Damaged, or Wrong Item

If your order arrives defective, damaged, or incorrect:

  1. Contact us within 48 hours of delivery.
  2. Send clear photos or a short video showing the issue.
  3. We’ll handle replacement or refund at no cost to you, including courier pickup and return shipping.

6. How to Start a Return or Exchange

  1. Contact us at support@exsoar.com or via WhatsApp: 
  2. Share your order number, the reason for return, and photos (if defective).
  3. We’ll schedule a courier pickup or provide a drop-off location.
  4. Once we receive and inspect your item, we’ll notify you of the approval and refund or exchange status.

7. Refunds

  • Prepaid orders: Refunded to the same payment method within 5–10 business days after approval.
  • Cash on Delivery: Refunded via bank transfer or store credit within 3–5 business days.
    You’ll receive a confirmation email once your refund is processed.

8. Shipping Fees

  • For returns due to change of mind, a small return shipping fee may be deducted.
  • Exception: If you reject the order at delivery, there are no fees at all.
  • For defective or wrong items, Exsoar covers all shipping costs.

9. Gifts & Bundles

  • Gifted items follow the same return policy; refunds go to the original purchaser unless you prefer store credit.
  • Bundles or sets must be returned in full.

10. Need Help?

We’re always happy to assist.
Email: support@exsoar.com
WhatsApp: +20 1007588300 (Egypt) 
Hours: Saturday – Thursday, 10:00 AM – 6:00 PM