Terms of Sale

These terms govern every purchase from SOUQ by Egyptra ("we", "us"), the souvenir hotel-delivery service of Egyptra, operating in Sharm El Sheikh, Egypt. By placing an order on souq.egyptra.pro you agree to them. The short, honest version: we bring the bazaar to your hotel, you check everything at the door, and if something is not right we fix it.

1. Ordering

Orders are placed through souq.egyptra.pro. After you order, we confirm by email (and on WhatsApp when you give us your number). The sale is final once we confirm your order. Everything is subject to availability — many pieces are handmade in small batches. If an item turns out to be unavailable, we contact you before delivery to offer an alternative or remove it and adjust the total.

2. Prices and currency

All prices are set in Egyptian Pounds (EGP). Prices shown in EUR, USD or GBP are converted at our daily rate for your convenience — the EGP amount recorded on your order is the authoritative one. The delivery fee for your area is always shown before you place the order; there are no hidden charges.

Minimum order value: €25.07.

3. Payment

• Cash on delivery — pay the courier in EGP, EUR or USD. Change is given in EGP.
• Payment link — choose it at checkout and we send you a secure link by WhatsApp or e-mail to pay by card.

Very large orders may exceed our cash-on-delivery ceiling; checkout will tell you and ask for online payment instead.

4. Delivery

We deliver to hotel receptions and residences in Sharm El Sheikh. Please make sure your hotel name, room number and phone number are correct — the reception may need to confirm you are a guest before we can hand anything over. Zones, fees, time windows and the same-day cutoff are listed on the Delivery & Returns page.

5. Inspect at delivery — and the 24-hour window

Please open and inspect your order when it arrives; the courier will wait. If anything is damaged, missing or not what you ordered, refuse the affected item at the door for a full refund of it — or report it to us within 24 hours of delivery on WhatsApp or by email, with a photo. We replace or refund every confirmed issue.

Change of mind: unopened, unused items that are not personalized and not perishable can be returned within the same 24 hours — contact us and we arrange a courier pickup (the delivery fee is not refunded). Because our customers are mostly short-stay guests and many products are handmade, perishable (oils, foods, cosmetics) or made to order, we cannot accept returns after the 24-hour window.

6. Personalized items

Personalized items — engraved pieces, custom cartouches with your name — are made for you. Once production starts they cannot be cancelled, and they can only be returned if faulty. Please check the spelling of your text carefully before ordering.

7. Gold, silver and authenticity

Gold and silver items are hallmarked as described on the product page, with the karat and weight listed. Your receipt records the metal, karat and weight of what you bought — keep it. If an item ever fails to match its description, section 5 applies without any time limit on our side of the mistake.

8. Cancellations and refunds

You can cancel free of charge at any time before the order is out for delivery — message us on WhatsApp with your order number. Prepaid amounts for cancelled orders and approved refunds go back to the original payment method within 14 days; cash-on-delivery refunds are settled in cash at delivery or by bank transfer.

9. General

These terms are governed by the laws of Egypt. Nothing in them limits rights that cannot be limited under applicable consumer law. Questions about these terms: [email protected].