This page sets out the legal terms and conditions (“Terms & Conditions”) under which Q&A Retail or its relevant affiliated company in your territory of residence sell any of the products listed on this website to you. We seek to comply with international standards in distance-selling and e-commerce at all times and if you have any concerns, please contact us.

Your order

By placing an order for Products through our Website, you are confirming that you intend to enter into a contract with us for the purchase of those Products. You place the order for your Products on the Website by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. All fields indicated as mandatory must be completed (which includes providing us with a valid phone number email & address). We will then send you an email confirming your order receipt, the details of your order and the delivery fees.

We reserve the right to change prices of the product from time to time, in the cases of applying promotions or offers on the products, or if the products are incorrectly priced. If the actual price of the products is higher than the price of the products at the time of ordering, we shall contact you for your instructions regarding the purchase prior to accepting the purchase from our side. Product prices include VAT.

Please note that neither completion of the online checkout process nor our confirmatory email constitutes the completion of your order.  You can review the orders you have placed and their current status at any time by visiting our Website and clicking on “Log In” at the top of the page followed by selecting “My Orders”.    

If we cannot supply you with the products you ordered for whatever reason, we will edit/not process your order and will inform you of this. If you have already paid for the products, we will provide you with a full refund within a maximum of 14 days.

Delivery

We can only process orders for delivery or collection within Egypt in which we are permitted as a sole franchisee for Aeropostale brand. 

Please note that delivery charges and timescales vary depending on the type of Products ordered, the service you select and the delivery address. You can have a look at the delivery fees per zone here.

Parcels may only be opened after accepting & paying for your order when you opt for the cash on delivery payment option. 

If we are unable to meet our estimated delivery date, we will contact you as soon as we can with a revised estimated date. We will inform you when the order is ready to be delivered to your address.

If no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery. If the courier fails to contact you for three attempts, the order returns back to origin. The Products will only be left with a third party (such as building caretaker or a maid) upon your expressed authority.  All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order. Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. shipping courier issues, material shortages, shipment delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.

Order Cancellation

Item/order cancellation can be done through logging into your account, clicking on "My Orders" and clicking cancel on the specific item/order you wish to cancel.

Item/order cancellation will be disabled once your order status change from "Pending/Processing" to "Ready-to-ship" or "shipped"

Refund

Exchange service is not available on the website.

Exchange/refund through one of Aeropostale Stores is not available for item purchased on the website.

Orders paid through ValU, Bank installments, & Premium cannot be partially refunded. Only full refund is available.

You have the right, within 14 days from the date of delivery of the Product,  to request  a full refund on any non-faulty Product on website. 

You have the right, within 30 days from the date of purchasing of the Product, to request via our customer services team a refund in the event that the Product bares a manufacturing defect, is faulty or was supplied incorrectly.

When you opt for an order/item return, return shipping fees are subtracted from the return amount in addition to deducting the original delivery fees. You can have a look at the return fees per zone here.

For Full Order Refund: Once you log in to your account and open your orders, you can view your order summary on the page. If you wish to refund the whole order, you will just have to click on "refund" button corresponding to order that you wish to return.

For Partial Refund (Specific Items)*: Once you log in to your account and open your orders, you can view your order summary on the page. If you wish to refund a specific item/items from the order, you will have to open "view" the order details and click on "refund" button corresponding to the piece that you wish to return.

What do I do if I checked out as a guest without signing up?

All you need to do is send us on aeropostale_inquiries@aeropostale-eg.com with below details:

• Order Number

Items to be returned & qty (SKU number)

 

In all events, any Returned Products must be in their original and re-sellable condition, with all tags attached, any packaging intact and accompanied by a valid receipt.

For hygiene and safety reasons, swimwear, underwear, lingerie, sunglasses and earrings cannot be refunded unless there is a clear manufacturing defect or were supplied incorrectly. Any taxes applicable to the Products shall be borne by you and us, as the case may be. 

*Partial returns do not apply for orders placed by ValU, Sympl, Bank installments, & Premium, you can ONLY fully return the order and get full refund amount.

Promotional offers

From time to time, we may make available promotional offers on the Website and in such cases specific terms and conditions will apply.   Such offers may be time-limited and orders may not qualify if they have not been fully processed by you within the stated time period.   Offers may not be combined with other promotions, offers and voucher codes unless otherwise specifically stated.   We reserve the right to amend or terminate a promotion at any time without notice.

In case of Buy x Get x promotions or special promotions that are dependent on number of purchased items/ total order value, partial order cancellation/refund is not allowed. If you intend to cancel/refund an item out of your order, you shall cancel/refund the entire order, Note: discount amount will be applied on the lowest price items