FAQ

Placing an order

Can I pre-order items for delivery?
To guarantee optimum service and customer satisfaction , we have put in place a pre-order service. However, this only applies to items currently in stock and is operational 3 days before the official product release date.

 

Can I change my order or delivery address?

It is possible to change your order and/or delivery address if your order has not yet been processed. Kindly note that it takes 48 hours to process an order from Cairo, 7 days for an order outside Cairo.

 

Do I get charged for the delivery of each item I order?

You will only get charged once for the delivery, irrespective of how many items are ordered. Only deliveries stemming from Pre-orders will be charged per item.

 

When will I receive my order?

Items will be delivered 48 hours (2 working days) after an order has been placed

Prices & Promotions

Why your prices are so expensive?

At “The pink Elephant” we offer you the finest & newest mother care and children-related products Most of our products are from international brands, delivered to us directly from the main supplier. For this reason, we have to take into consideration the shipping fees associated with exported products, as well as the overhead costs.  In the end, we add to these costs a small amount (our profit margin) to present to you, our valuable customers, these quality items at what is know as the Manufacturer’s Suggested Retail Price (MSRP), which is the selling price the manufacturer recommends to the retailer.

 

Are prices the same online as they are in stores?

Online prices, promotions and selections may differ from those in our retail stores. Alternatively,  store prices and promotions (e.g., flash sale) may not be available online.

 

How can I know about your updated promotions?

If you create an account on our website, you will receive emails detailing each and every promotion. If you do not like the hassle of navigating online, you can receive SMS notifications of our promotions by sharing with us your contact information after your first purchase.

Shipment & Return policy

I have lost my packing slip? Can I still return my purchase?

To receive a refund for the original purchase price in-store, we will require the packing slip or receipt. All other returns will be awarded a merchandise credit for the current sales price of the item(s).

However, items purchases through our delivery service cannot be returned.

For more information, please visit the(Shipping and return policy) page on our website.

 

What items are not eligible for return?

We, at “The Pink Elephant”, care about the safety and well-being of our clients. For this reason, some products cannot be returned or exchanged due to hygienic reasons or security concerns. These products include: 

  • Breastfeeding & Breast-pumping products
  • Hygiene-related products
  • Nutrition items & milk
  • Pacifiers
  • Diapers
  • Baby wipes
  • Oils & lotions
  • Potty training products
  • Safety items out of packaging and car seats
  • Personalized items

Other items that cannot be returned include:

  • Products with extended delivery time
  • Items on sale
  • Electronic items if the original seal is broken

For more information please visit the (Shipping and return policy) page on our website

 

How do I return/exchange a product or a gift that I have by cash/Visa Card?

Our return/Exchange procedure is simple and easy. If the item/gift is unopened and/or in mint condition, you can return it within 14 calendar days from the date of receipt, or exchange it within 60 days from the date of purchase.

To return/exchange it, please send back the item to the Pink Elephant store. If you request a pickup service for the items to be returned or exchanged, a delivery fee charge will be applied.

For more information please visit the(Shipping and return policy) page on our website.

 

Can I return items to the store?

We apologize if your purchase proved to be faulty. To check if your item is eligible for a full refund or a replacement, please click on the following link (Shipping and return policy)

Gifts

I am looking for a gift. What do you recommend?

We understand that picking the right gift is not an easy task. For this reason, our sales team are well trained on recommending gifts based on age, gender, taste and budget. We also provide gift cards with allocated amounts so that the gift-receiver can have the option of choosing whatever pleases him/her. Finally, we have put together specially customized gift lists for new mothers (the baby shower list) and kids’ birthdays (the birthday list)

 

Do you offer gift services?

We offer gift wrapping for free and we do it with care and love.

Feedback & Complaints

I have a complaint, who should I speak to?

For complaints and/or query, please call 19600 followed by the extension  no. of our complaints department.  Our Customer Care team will be happy to listen to your complaint and help you solve the issue with your item. Since customer satisfaction is our number 1 priority, we pledge to do our best at learning from our mistakes.

 

What should I do if my product breaks down during the guarantee period?

All you would need is your order confirmation delivery note and your proof of purchase/receipt and our friendly Customer Care team at 19600 will rapidly provide you with a replacement.

 

What if I receive an item with a manufacturing defect?

Our “The Pink Elephant” team works very hard to ensure our products are of the highest quality so we apologize in advance if you received a faulty item. Please contact our friendly Customer Care team on 19600 or visit our closest branch and our team will be happy to assist you by repairing or replacing the defected item.