Shipping & Delivery Policy

We offer delivery across all governorates of the Arab Republic of Egypt, including most remote and border areas, subject to accessibility.

Delivery time and cost may vary depending on the governorate, area, distance and road conditions.

If your address is in an area that cannot be reached directly, we will contact you before confirming the order to agree on the nearest suitable location or delivery method.

International shipping outside the Arab Republic of Egypt is not currently available.

The delivery timeframe begins once the order has been confirmed by our Customer Service team, not from the moment the order is submitted through the website.

The expected delivery timeframe or delivery window will be communicated to the customer when the order is confirmed.

Delivery times may be affected in certain cases by circumstances beyond reasonable control, including:

• Seasonal periods and high order volumes.
• Public holidays and vacations.
• Weather conditions.
• Road conditions.
• Road or area closures.
• Public events or exceptional decisions.
• Difficulty reaching certain remote areas.

If we expect a significant delay beyond the agreed delivery timeframe, we will make reasonable efforts to contact you and inform you.

Your legal rights in the event of a delivery delay remain fully protected.

Delivery fees are added to the value of the products, and the customer will be informed of the total order value and delivery fee before the order is confirmed.

Free shipping is not generally available at this time unless a specific offer expressly states otherwise.

Current delivery fees:

All prices are in Egyptian Pounds.

Delivery prices may be updated in the future due to changes in operating costs. However, the delivery fee confirmed with the customer when the order is confirmed will not change for that same order.

If an address is not clearly covered by the table above, the delivery cost will be determined and communicated to the customer before the order is confirmed.

We accept orders through the website throughout the day.

After an order is submitted:

1. The order details are reviewed.

2. Our Customer Service team may contact the customer when necessary to confirm the information and address.

3. The order total and delivery fee are confirmed.

4. Order preparation begins after confirmation.

5. The order is handed over to the delivery team according to the operating schedule.

We aim to begin preparing the order on the day it is confirmed and have it ready to enter the next available delivery cycle, often starting from the following day.

Some orders or areas may require additional time depending on product availability and the delivery route.

The website and Customer Service team accept orders throughout the day.

Friday:

The delivery team does not operate on its regular schedule, while Customer Service and order reception remain available.

Delivery is not normally carried out during:

• Eid Al-Fitr.
• Eid Al-Adha.
• New Year's Day.

Different schedules may be announced during official holidays or exceptional circumstances.

Days when the delivery service is not operating are not counted as working days when a delivery timeframe is expressed in working days.

The delivery representative may contact the customer before arriving at the address to confirm:

• The availability of the customer or an authorized person to receive the order.
• The accuracy of the address.
• The location when necessary.
• A suitable meeting or delivery point when required.

Please make sure that you provide a correct and reachable phone number.

Providing an alternative phone number is also recommended, although optional, in case the primary number cannot be reached.

Because contact lenses are products of a personal and hygienic nature, the product's original packaging should remain sealed until the customer decides to keep the product. This helps protect product safety and supports the application of the exchange and return policy in accordance with the law.

When the order arrives, the customer may check:

• The external condition of the delivery package.
• Whether there is any visible damage caused during transport.
• The number of products.
• The type of products ordered.
• The color, shade or size stated on the packaging, where this can be checked without breaking the original product seal.

The outer shipping wrapper or bag may be opened in the presence of the delivery representative to check the contents of the order, provided that the original sealed contact lens packaging is not opened and the product is not used.

The contact lens packaging itself must not be opened, its safety seal must not be broken, and sealed hygienic packaging must not be opened for testing or inspection before deciding whether to accept the order.

If, during inspection, the order clearly contains a product different from the one ordered or there is an obvious issue with the shipment, please inform the delivery representative and contact us immediately.

Receiving the shipment does not mean that the customer waives any legal right relating to a hidden defect or non-conformity that cannot reasonably be discovered during a normal inspection.

The order value and delivery fees are paid using the method agreed upon when the order is confirmed.

Available payment methods may include:

• Cash on delivery.
• InstaPay.
• Electronic wallet.

The delivery representative will never request your passwords, OTP verification codes or online banking login details.

The delivery representative will make reasonable attempts to contact the customer in order to complete the delivery. More than one contact attempt may be made depending on the delivery route and circumstances.

If the customer cannot be reached and the order cannot be delivered, the order may be returned to the warehouse.

We will then contact the customer to determine whether they would like to:

• Arrange another delivery attempt.
• Update the delivery address.
• Cancel the order, where cancellation is available.

If another delivery attempt is requested because the customer provided incorrect information or was unavailable at the agreed time, an additional delivery fee may apply. The customer will be informed of any new fee before the order is sent again.

If the customer refuses to accept the order, the situation will be handled according to the reason for the refusal.

IF THE REFUSAL IS DUE TO AN ERROR BY LILY

Examples include:

• Sending a product different from the one ordered.
• An error in quantity.
• Visible damage to the shipment.
• A difference between the delivered price and the final price confirmed with the customer.

In such cases, the customer will not be responsible for any additional costs resulting from that error.

IF THE REFUSAL IS NOT DUE TO AN ERROR BY LILY

If the correct order reaches the agreed address and the customer refuses to accept it without any error in the order, or cancels the order after it has already been sent out for delivery, the customer may be responsible for the actual delivery cost that was communicated and agreed upon when the order was confirmed, within the limits permitted by law.

This does not limit or reduce any mandatory right granted to the customer under Egyptian Consumer Protection Law, including rights relating to distance contracts.

We aim to meet the delivery date or delivery timeframe communicated to the customer when the order is confirmed.

If the delivery of the order is significantly delayed beyond the agreed timeframe, please contact Customer Service.

In cases of delay, the customer retains the rights provided under Egyptian Consumer Protection Law, including the right to withdraw from the contract without bearing costs where provided for by law.

If the package arrives in a condition that clearly indicates significant damage during transport, please:

• Inform the delivery representative before opening the original product packaging.
• Photograph the condition of the package where possible.
• Contact Customer Service immediately.

We will review the situation and take the appropriate action without affecting any of the customer's legal rights.

If, after receiving the order, it becomes clear that:

• A product is missing from the order.
• A different product was sent.
• A different shade, color or size was sent from the one confirmed.

Please do not open the product's original packaging and contact us as soon as possible.

If the error is confirmed to be on our side, we will bear the cost of correcting it in accordance with the law and our Exchange & Return Policy.

If a problem is discovered after receiving the product and it is suspected to be a manufacturing defect, please contact Customer Service in accordance with the Exchange & Return Policy.

Payment for the order or the departure of the delivery representative does not remove or limit the customer's legal rights relating to a defective or non-conforming product.

The customer may contact us to request cancellation of an order.

If the order is cancelled before it goes out for delivery and no delivery expenses have actually been incurred, no delivery fee will be charged to the customer.

If the order has already been sent out with the delivery representative, delivery costs will be handled in accordance with the Refusal to Accept the Order section and applicable law.

If delivery cannot be completed on the first attempt for a reason attributable to the customer, another delivery attempt may be arranged.

The customer will be informed of any new delivery fees before the second attempt is made.

No additional fee will be charged where the issue resulted from an error by Lily or the delivery team.

An electronic shipment tracking service with a tracking number is not currently available.

You can check the status of your order at any time by contacting us and providing your order number or the phone number used for the order.

Customer Service & WhatsApp:

01060760098

Collection of orders directly from Lily's premises is not currently available.

All orders placed through the website are delivered using the available and announced delivery methods.

We do not currently offer delivery outside the Arab Republic of Egypt.

This page governs shipping and delivery procedures only.

Customer rights after receiving an order, and policies relating to:

• Exchanges.
• Returns.
• Withdrawal from purchase.
• Opened products.
• Manufacturing defects.
• Non-conforming products.

are governed by the Exchange & Return Policy published on the website and by the provisions of Egyptian Consumer Protection Law.

If there is any conflict between this policy and a mandatory right granted to the consumer by law, the legal provision takes priority.

We may update delivery coverage areas, delivery fees or delivery procedures from time to time.

Any update will be published on this page.

Changes to prices or terms will not affect an order that has already been confirmed under the agreed price and delivery conditions, unless otherwise agreed with the customer or where a change is required by law.

For any question about shipping or the status of your order:

Lily – Original Lily Lenses

Customer Service & WhatsApp:

01060760098

Website:

lilylenses.com

Customer Service:

Available throughout the day