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Frequently asked questions

Since we are keen to serve you in the best way in Egy-kings.com, we have provided you with a set of Frequently asked questions.

Frequently asked questions

questions about Orders

We apologize for this unintended mistake! Please contact our customer service team for assistance

At TUT we give all our products special attention, so that they arrive in the best possible condition. However, if you receive a damaged product, we apologize for this unintended mistake, and please fill out the product return form by following this link , and your request will be followed up as soon as possible.

You can return the product within 30 days from the date it was received, provided that it is in the same condition that you received it with the original box intact and / or the package intact, once we receive the returned product, we will examine it, and if we find that the product is defective or damaged, we will refund the value of the paid product With no shipping charges paid.

In the unusual circumstances where the product received is wrong, you can return the product in the same condition that you received it with the original box intact and / or the package intact.

Once we receive the returned item within 14 days, we will either send you the correct one you ordered, or we will refund you the payment as you wish.

Do not worry, you can contact our customer service team, and they will make every effort to secure an alternative product or inform you when the product will be available on our website again.

We apologize if the product you wish to purchase is out of stock. We continue to display unavailable products so that you can view their information at any time, and ordering them later when they are available in stock again.

You can definitely modify your order with the help of our customer service team.

If your order has been shipped, you can return the products using our easy and clear procedures for returning products.
In case that your order has not been shipped, our team will assist you in modifying your order by adding or removing products from it, or canceling it completely. You can contact our customer service team for help.

In case you wish to cancel your order, we will be assist you. if the order was shipped from our warehouse, you must follow the procedures for returning the product described in our Return request.

"Processing" means your order has been confirmed, and is being processed now.
"Pending" means that your order has been processed and shipped from our warehouse.
"Completed" means that the shipment has been delivered to the requested address.
"Cancelled" means that your order has been canceled, either from you or our team.

Log in to your account in TUT shop using your registered email and your password, through your social media or Google account then select "My Account" then select "Orders".

questions about Shipping and delivery

Because you are the focus of our attention, the shipping cost is fixed for all governorates of Egypt, only 26 Egyptian pounds, and free delivery on orders over 500 Egyptian pounds.

The time of delivery starts from the day of confirming the order until the first attempt of a shipping company employee to deliver the product, and that is at the time from ten in the morning until ten in the evening from Saturday to Thursday.

Your order will be delivered in the expected period (between 3 – 10 working days*) according to the official working days from the date that you order the product.
Estimated Delivery Time is the time when or before you can expect to deliver your order to your preferred shipping address.
Note: If your order has not arrived on or before the expected delivery date at your preferred shipping address, please contact our Customer Support Team for assistance.

 

*Depends on your location.

You can track your order from your personal account on our website. Once shipped, you will receive a text message and/or an email to confirm the shipment of your order, and we will send you periodic updates of the status of your order via SMS messages and/or email, where you can track the status once the order is sent and track the shipment.

We understand the importance of getting your products on time, so we try our best to ship your order as quickly as possible and with the lowest possible shipping cost, so we aim to deliver the products within 2 – 7 working days*.

 

*Depends on your location.

You can change the receiving address, provided it is in the same region or city before the order is shipped.
Please contact customer service.
But if you want to change the receiving address to another region or city, you must cancel the order first, and then make another order at the address you want.

You should refuse to receive any open package. If you received the order by mistake or received the order not tightly closed, please contact customer service.

We will try to deliver the order again on the next working day directly, and if communication fails for the second time, the order will be canceled.

Yes, the shipping representative will contact you to ensure that you are present at the address specified before.

Charges are determined according to the weight of the shipment and the city to which it will be shipped to.

It is not allowed to open shipment until after receiving it, in order to preserve the integrity of the product from any damage that occurs in it, but you can contact us after receiving the order to report any comment about the order to ensure your rights to return or replace the product.

No, unfortunately this option is not available in the mean time.

We accept cash on delivery all over Egypt.

Payment can be made by credit card, bank transfer, cash on delivery, or payment via Fawry, Vodafone Cash or Orange cash.

Questions about exchange, return and refund

All TUT products that not printed with a special or personal design or designed by you can be returned provided that they are in their original condition and the purchase invoice is available.

– If the return is requested outside the specified timeframe, which is 14 days for intact products or 30 days for defective or damaged products from the day of receipt. (For defective products, please report immediately)
– Anything missing from the package you received including price tags, stickers, original packaging, gifts and accessories.
– If the product is used, damaged or not in the same condition that you received it.
– Any designs made by customer or customized designs or personal designs or product made specially for you.

List of products that cannot be returned:
– Products that we specially manufactured for you.
– Products that have been printed with special or personalized design.
– Products that are not returned in their original condition, including packaging (for example, the product arrived in a sealed plastic box or package and was removed, broken or shredded).
– Products are damaged as a result of misuse, or showing signs of use on them.
– Discounted products, which encloud a manufacturing defect or any other defect or damage unless if not mention in description.
– The product should not be one of the clearance on which it is clearly stated that it is not returnable.
– When the product notes or description state that the product cannot be returned.

We sincerely apologize to you for receiving a defective product, We are doing our best to make sure that every product in TUT is at the highest quality possible. But if you receive a defective product unintentionally, we ask that you contact our customer service team and we will help you solve the problem.

TUT products can be returned within 14 days of receiving the order, provided they match of the following conditions:

The first case: the product is not what you expected (in case that the package is not opened) or does not match the description on the site.
– If you do not want the product, you must return it without using it, in its original package, sealed as is and with all labels in good condition.

The second case: If the product you receive was damaged (and it was reported within 24 hours of receiving it).
– If the product has a manufacturing defect, you must pack the returned product in its original packaging, and all accessories and stickers must also be returned with the product (within 30 days).

1. You can contact to our customer service.
2. Pack the product according to the return conditions. You must include all stickers, accessories, and free gifts that you received.
3. We / Delivery representative will contact you to confirm the date of receipt. You will pay the full costs of return or exchange unless it is a mistake from us or a manufacture defect.

If you change your mind before receiving your product, just contact us to cancel your order and we will refund the amount paid with any shipping fees applied. If you wish to return the product after receiving it, you have up to 14 days to return it, subject to the rules mentioned below:
– The product should not be one of the clearance on which it is clearly stated that it is not returnable.
– Products not specially manufactured for you or printed with special or personalized design.
– The product must be intact and in its original condition that has not been used, with all its packaging and accessories included.

A shipping company representative will contact you within 3-10 official working days* from the day you requested the return.

 

*Depends on your location.

There may be situations where you are not able to return products within 14 days. In these cases, please contact our customer service team through the “Contact Us” page to file a complaint. Complaints are dealt with a case-by-case basis. However, all returns accepted under consumer protection laws must be within the time limit.

You can request a refund in the following cases:
1. You canceled your prepared order.
2. You refused to receive the order that was previously paid for.
3. You returned your order within a period of 14 days from the date of receipt.
Note: the products must be returnable products as explained before (To learn about non returnable products please return and read ”Q3″ at Exchange, return and refund Questions).

To return the product, please contact customer service.

Yes, you will get the full amount which includes delivery charges only in case of manufacturing defects.

There is no delivery fee for returning the product.

You do not have to return all products of the order in full as you can return a specific product or products.

Unfortunately no, orders cannot be returned after 30 days of receiving the order. For more inquiries, you can contact us.

If you have paid by electronic cards (credit or debit card), the amount paid will be refunded to your card. The amount paid may take up to a month to appear on your card statement, depending on how long the bank takes to complete this process.

We guarantee the transfer of funds to your credit card within 30 working days after approval of the refund request. If you do not get your money back within this period, please contact customer service.

We guarantee the transfer of funds to your bank account within 5 working days after approval of the refund request, and if you do not get your money back within this period, please contact customer service.

If you have paid through the “Cash on Delivery” service, the amount will be refunded in the form of a TUT points on our website*, or by Vodafone Cash, postal money order or Orange Cash.

 

* You can then use TUT points to easily make new purchases on our website.

For products purchased during sales. The same value paid will be refunded to you, not the original value of the product.


For example: If you purchased a product during the sales at a value of 200 pounds, and its basic value was 240 pounds. Only 200 pounds will be refunded.

Certainly the product can be replaced or changed, just contact us from the “Contact Us” page.

We accept returning the product only if it is in its box or in its original unopened package with all stickers and barcodes on it, but in this case, please check with customer service for help and more information.

Means that the product is new, unused, unopened, undamaged, and in its original package. The package must be the same when it was delivered to you.

Yes, the free gifts that came with the order must be returned.

Currently, the product can only be returned to us through one of our shipping companies.

– When damaging the product resulting from misuse.
– If The serial numbers of the product, the original package, the colors and any other appearance compared to the product when it was received during the purchase process and as indicated in the purchase invoice are not identical.

– The customer has the right to receive the items purchased within a maximum period of one month from the date of purchase, in the event of payment.
– In case that receiving the product is postponed by the customer, the customer has the right to request the service of storing the purchased items at Egyptian Kings for a fee of 10% of the total value of the stored products for each month that is stored.
– In case that the customer delays receiving the product, Egyptian Kings has the right to add 10% of the total value of the stored products for each month of delay in receipt to be collected in cash from the customer.

Questions about Product

To maintain product quality for as long as possible, please follow these washing guidelines:
1) The washing should be with cold water and not exceeding 30° C in all cases.
2) The product is turned on the back (inside out) while washing.
3) Hand and gentle washing is recommended to preserve graphics prints.
4) Do not use bleach under any circumstances.
5) Wash similar colors and materials together.
6) It is advised to use gel detergents and to stay away from the powder as possible.
7) It is not recommended to use dryers, use natural drying, as it is enough to hang them with a clothesline.
8) Do not spin clothes to dry them.
9) Avoid direct sunlight for long periods.
10) Iron the clothes, whether with or without steam, on the back (inside out) on a medium temperature.

To preserve the white color, it must not be exposed to moisture, and it must be kept in a correct way by not touching it with something subject to change.

To keep clothes from lint, please follow these instructions:
1) Avoid contact with a loose, porous or lint substance, it is recommended to wash it separately.
2) Clean the washing machine well before using it, to ensure that no lint gets stuck in it from previous washes.
3) The use of powder increases the friction, and thus causes the formation of fluff. It is better to use a gel.
4) A quiet speed is recommended while washing.

To avoid changing colors, we will mention the most common reasons for changing colors to avoid them and to preserve clothes:
1) Washing should not done with different colors together.
2) Do not leave it for a long time in the wash.
3) Do not Use an excessive amount of powder.
4) Never Wash the colors in hot or warm water.
5) Do not Use inappropriate washing material such as chlorine or bleach.
6) Do not Exposing clothes to direct sunlight for a long time.
7) Never Ironing at a high temperature, above the recommended temperature.

Washing instructions for kids products are not different from normal instructions, which are:
1) The washing should be with cold water and not exceeding 30° C in all cases.
2) The product is turned on the back (inside out) while washing.
3) Hand and gentle washing is recommended to preserve graphics prints.
4) Do not use bleach under any circumstances.
5) Wash similar colors and materials together.
6) It is advised to use gel detergents and to stay away from the powder as possible.
7) It is not recommended to use dryers, use natural drying, as it is enough to hang them with a clothesline.
8) Do not spin clothes to dry them.
9) Avoid direct sunlight for long periods.
10) Iron the clothes, whether with or without steam, on the back (inside out) on a medium temperature.

Questions about managing accounts on our website

Don’t worry, you will be able to shop right away. When logging into your account, click on “Forgot your password?” Or, you can contact our customer service who will be happy to help you recover your password.

You can modify your information at any time with ease, all you have to do is log in to your account, view your information or shipping address information, and you will be able to modify the information easily through the available options, and then click on Save.

In case that you want to display the wonderful products that you purchased previously, all you have to do is log in to your account on our website and view your previous orders by clicking on My Orders.

You will miss many great TUT offers. But if you really want to stop it, you can unsubscribe from your mail or contact us on our customer service.

Questions about TUT points

It is a system which you can earn points during your purchase or during a promotions or competitions and you can use is as store credit to buy our products.

We created TUT points system Because you are the center of our attention and to make our customers more happier by having additional way to save money, and to make our loyal customers distinguish.

1) You may receive TUT points during promotions, offers or competitions we announce it.
2) TUT points used as store credit which you can use it to buy our product in our store only.
3) Only the account which earn or win or receive the points can use it, can’t be sell it or send it to another account or share it with another account.
4) TUT points used only during the purchase and can’t exchange for money or replaced or shared with others or sell it to others.
5) We have the rights exclude products from using the points, and we will add this in product description.
6) TUT points are valid for only one year from date of receiving it.
7) We have the rights to deduct or add or remove the points without giving any reasons.
8) Points deducted if products returned and if the customer was already used it we will reduce the amount of it from the refunded money.
9) Products which purchase using the points not give you any points.
10) TUT points will add only to your account after creating it, any purchase without account will not give you any points.
11) You can’t use TUT points at your first order.
12) You can’t use TUT points and coupons in the same purchase.
13) You can use the points after 30 days from earning it.
14) We have the rights to review and reject using points in any order after purchase in case of any mistakes and we will inform you.
15) Any manipulation or misuse will case losing your points, we have the right to deduct points or remove them if we notice any misuse or manipulation and without any warning or explanation.
16) We have the rights to edit or revise TUT points system policy at any time.

You can earn TUT points by:

Purchasing our products which you will receive one (1) TUT Point for everyone (1) pound you spend in our store, and additional ten (10) TUT points for every product. (TUT Points will added after you receive the order)

Referring another new customer or sharing with your friends or followers in social media using the Your Referral link which appears in TUT Points in My Account, which you will receive ten (10) TUT Points For every successful new signup. (TUT Point will added after every successful signup from your referrals or sharing)

Signup in our website which you will receive twenty (20) TUT Points after successfully signup with us. (create account with us)

Every 20 points will deduct 1 pound.


Example: if you have 400 point you can deduct 20 pound from your next purchase.
Note that: TUT points can only used on our website and it can’t transfer to cash or share with others by any means.

When you login your account you can see your current points in "My Account" then "TUT Points".

TUT point can be used as store credit which you can use it to buy our product in our store.

No, every user has his own points, however you can earn points by inviting other users to our website.

No, you can only use it to buy our products.

Yes, TUT point expire after one year from date of receiving it.

When purchasing a product using it or refund a product which you earn the points by purchasing it or when it expires.


Note that: we have the right to deduct points or remove them if we notice any misuse or manipulation and without any warning or explanation.

- Make sure that you are sign up before purchasing or referring.

- Make sure that you receive the order in case of purchasing points, and that referring customers is successfully signup.

- Make sure that you activate and approve for our website cookies.
Note that: you need to approve our website cookies to use all of our website features.

- If the problem not fixed please contact our customer service.

Questions about Discounts and offers

You can subscribe to mailing offers to get information about sales and future offers on egy-kings.com and also control how these notifications are sent to you. subscribe now (in the end of any page in our website)
Also you can follow us on Facebook, Instagram, Twitter, Telegram, LinkedIn, Pinterest, Tiktok, Tumblr or YouTube.

Coupons are promotional codes that can be used at egy-kings.com to get a discount on your purchase.
Coupon codes can be issued by egy-kings.com or their partners for use on the TUT store, according to the terms of their issuance.
Coupon codes are non-transferable and there is no cash alternative. It cannot be used in conjunction with any other coupon code or offer, and must be used by the mentioned date of issuance, “if any”. And if it is presented. TUT store has the right to terminate any coupon code or voucher at any time for any reason.
– The valid coupon can be redeemed on egy-kings.com.


To redeem the coupon code on the website, follow the steps below:

1. Add the product to your shopping cart.
2. Click on Add Coupon and enter the coupon code.
3. Click Continue Purchase.

Egy-kings.com provides various promotions, where you can take advantage of the discounts that are offered on a range of products. Depending on the promotion concerned, the discount may be applied automatically or it may be necessary to use a coupon to benefit the discount. To take advantage of any promotional offer, be sure to follow the transaction instructions or go to the terms and conditions related to the promotion.
You can verify that the discount has been applied successfully by reviewing the order confirmation sent via email or by logging into your account.
If the discount is not applied to your order, contact customer service for assistance.

If your questions are not answered here, please contact us.

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