Return & Exchange
We want your Monkie experience to be seamless from the moment you place your order until it reaches you.
This page explains our shipping, delivery, return, exchange, and refund procedures for purchases made through Monkie.
1. Shipping & Delivery
Orders placed through the Monkie website are delivered to the address provided during checkout.
Delivery Areas
Monkie currently delivers to: To all parts of the republic
If delivery is not available to your location, this will be communicated during the ordering process where applicable.
Delivery Time
Estimated delivery time:
Delivery within Cairo and Giza takes 48-72 business hours, and to other governorates within 5-7 business days.
Delivery times may vary depending on the delivery location, product availability, order processing, weekends, public holidays, or circumstances outside Monkie's reasonable control.
Shipping Fees
Applicable shipping fees will be displayed during the checkout process before the order is confirmed.
2. Delivery Address
Customers are responsible for providing accurate and complete delivery information when placing an order.
This includes:
* Full name
* Mobile number
* Delivery address
* City / area
* Any other information required to complete delivery
If the delivery address or contact information is incorrect or incomplete, delivery may be delayed or unsuccessful.
Return & Exchange
We hope that you will be delighted with your order. However, if you wish to return or exchange your order, you may submit a request within 14 days from the applicable purchase or delivery date.
3. Return & Exchange Period
Return and exchange requests must be submitted within:
14 days from the date of delivery.
Proof of purchase must be provided through the relevant order number or invoice number.
4. Return & Exchange Conditions
To be eligible for a return or exchange, the product must:
* Be unused.
* Be in its original condition.
* Have all original tags and labels intact.
* Be returned in its original protective packaging.
* Include the original protective packaging, such as carton boxes, dust bags, or other packaging supplied with the product.
The returned product must be maintained in a condition that allows it to be inspected and resold where applicable.
Monkie reserves the right to refuse a return or exchange if the product has been used or is not returned in the required original packaging and condition.
5. Products That Do Not Meet the Return Conditions
If a returned product does not meet the applicable return conditions, Monkie may refuse the return.
Where a return is refused, the product will be returned to the address associated with the original order, and the applicable shipping cost will be deducted from the order where applicable.
6. How to Request a Return
* Online Purchases
*To request a return:
Step 1 — Submit Your Request
Submit your return request within 14 days from the date of delivery.
You may submit your request through by contacting Monkie through the designated customer-service email.
Please include your order number or invoice number and the relevant product details.
Step 2 — Product Collection
Once the return request is accepted for collection, a pickup will be arranged.
An additional shipping fee applies to the pickup depending on your location.
The return may take up to 15 days to reach Monkie.
Step 3 — Quality Inspection
Once the returned product is received, it will be inspected by the Monkie quality department.
The return will be accepted only if the product meets the applicable return conditions stated on this page.
Step 4 — Refund
Once the return is accepted by the quality department, the refund will be credited back through the same payment method used to place the order.
Shipping fees are excluded from the refund.
Refunds may take between 4–15 business days, depending on the payment provider.
7. Refund Process
The refund process follows these stages:
*Return Request → Pickup → Return Received → Quality Inspection → Return Approved → Refund Initiated → Payment Provider Processing*
The time required for the final credit to appear in your account depends on the payment provider.
*Monkie is not responsible for additional processing time imposed by the customer's bank or payment provider.
8. Exchange
Exchange requests are subject to the same fundamental eligibility requirements stated in this policy, including the applicable 14-day request period and the condition of the returned product.
The product must be unused, with all original tags and labels intact and in its original protective packaging.
*Monkie must confirm and add the operational exchange procedure: available exchange options, price differences, delivery/pickup fees, and whether exchanges are available for online purchases.*
9. Online Purchases and Stores
Online purchases cannot be returned at any Monkie store.
Online returns must be requested through the designated online return process.
10. Damaged, Defective, or Incorrect Products
If you receive a product that appears to be damaged, defective, or different from the product ordered, please contact Monkie customer service as soon as possible and provide your order or invoice number along with relevant details.
*Monkie must confirm the final procedure for damaged, defective, or incorrect products, including evidence requirements, collection arrangements, and who bears the return shipping cost.*
11. Important Notes
* Return and exchange requests must be submitted within the applicable 14-day period.
* Proof of purchase is required.
* Products must be unused.
* Original tags and labels must remain intact.
* Products must be returned in their original protective packaging.
* Monkie may refuse products that do not meet the required return conditions.
* A return that does not meet the applicable conditions may be returned to the original order address, with applicable shipping costs deducted.
* Pickup for online returns carries an additional shipping fee depending on location.
* It may take up to 15 days for a returned item to reach Monkie.
* Refunds are made through the same payment method used for the purchase after the return has been accepted by the quality department.
* Shipping fees are excluded from refunds.
* Refund processing may take 4–15 business days depending on the payment provider.
* Online purchases cannot be returned at Monkie stores.
12. Customer Service
For questions regarding shipping, delivery, returns, exchanges, or refunds, please contact Monkie through our official customer-service channels.
Customer Service Email: care@monkieconcept.com
Customer Service Phone / WhatsApp: 01096699941
Working Hours: From Saturday to Friday, from 10 AM to 6 PM