Shipping & Return Policy
Last Updated: January 1, 2025
Shipping Policy
Processing Time
All orders are processed within 1–3 business days (excluding weekends and public holidays) after payment confirmation. You will receive an email notification once your order has been shipped.
Delivery Times
Standard delivery within Cairo and Giza: 2–3 business days. Delivery to other governorates: 3–5 business days. Remote areas may take up to 7 business days. Delivery times are estimates and not guaranteed.
Shipping Fees
Shipping fees are calculated at checkout based on your location and order weight. We offer free shipping on all orders above a certain threshold, which will be displayed on our website. Fees are non-refundable.
Order Tracking
Once your order is shipped, you will receive a tracking number via email. You can use this number to track your package through our shipping partner's website.
Failed Deliveries
If a delivery attempt fails due to an incorrect address or recipient unavailability, our shipping partner will make up to 2 additional attempts. If all attempts fail, the order will be returned to us and you will be responsible for re-shipping costs.
Return & Refund Policy
Eligibility for Returns
We accept returns within 30 days of the delivery date. To be eligible for a return, items must be unused, unopened, and in their original packaging with all tags and seals intact. Opened or used cosmetic products cannot be returned for hygiene and safety reasons.
Non-Returnable Items
The following items cannot be returned: opened or used products, items purchased on sale or with a discount code (unless defective), gift cards, and any items marked as 'final sale' at the time of purchase.
Defective or Damaged Items
If you receive a defective or damaged product, please contact us within 7 days of delivery with photos and a description of the issue. We will arrange a replacement or full refund at no additional cost to you.
How to Initiate a Return
To start a return, contact our customer service team at support@iris-pharma.org with your order number and reason for return. Our team will provide you with return instructions and a return authorization number.
Refund Processing
Once we receive and inspect the returned item, we will send you an email to notify you of the approval or rejection of your refund. Approved refunds will be processed within 7–14 business days and credited to your original payment method.