Frequently Asked Questions (FAQ) | Cupindy

Welcome to the Cupindy FAQ page! Here you’ll find answers to the most common questions about ordering, shipping, returns, payment methods, and more. Whether you're a new customer or a returning one, our FAQ section is designed to help you navigate your shopping experience with ease. If you can't find the answer you're looking for, feel free to reach out to our customer support team for further assistance.

 

Orders FAQ:

1. How can I find my order number?
You will receive an email containing your order number once you’ve completed your purchase. If you don’t receive this email, please check your spam or junk folder. You can also log in to your Cupindy account to find your order number under the 'My Orders' section.

2. Can I modify or cancel my order?
Yes, you can modify or cancel your order through the verification email on the same day of your purchase, provided it’s before 2:00 PM. Please note that after this time, orders are processed for shipment and may no longer be altered. You can also reach out via Facebook, Instagram, or WhatsApp for assistance.

3. Why didn’t I receive my order?
There are a few potential reasons why you didn’t receive your order:

  • The order was not confirmed via email.
  • You didn’t complete the purchase process.
  • We tried to contact you for confirmation, but didn’t receive a response.
  • Some of the items in your order were out of stock and we were unable to fulfill the order.
  • There may have been a delay with the courier or an issue with shipping. If none of these reasons apply, please contact us for further assistance.

4. How can I know if my order has been shipped?
Once your order has been shipped, you will receive an email with tracking information. You can also log in to your Cupindy account and go to the 'My Orders' section to track your order status.

5. Why did I receive fewer items than I ordered?
We apologize for any inconvenience. In rare cases, items may be out of stock after you’ve placed your order, which may result in fewer items being shipped. If a defect is found in any product during the quality check, we will remove it from the order and adjust your invoice accordingly. You will be notified via email about any changes. For further questions, please contact us.

6. Can I change my delivery address after placing an order?
Yes, you can change your delivery address if the order has not yet been processed for shipment. Please contact us as soon as possible via email or social media to make the changes. Once the order is shipped, the address cannot be modified.

7. What happens if I accidentally placed a duplicate order?
If you believe you have placed a duplicate order, please contact us immediately. We can cancel one of the orders if both are still in the processing stage. Once the order is shipped, we cannot cancel it, but you may be eligible to return the extra order.

8. How can I check the status of my order?
You can check the status of your order by logging in to your Cupindy account and visiting the 'My Orders' section. There, you can see if your order is being processed, shipped, or delivered. We also send email updates for each stage of the process.

9. What should I do if I received the wrong item?
If you received an incorrect item, please contact our customer service immediately. Provide your order number and details of the incorrect item, and we’ll arrange for a return or replacement at no extra cost.

 

Shipping and Delivery FAQ:

1. Can I check my order before receiving it?
We want you to have a positive experience every time you shop with us. That's why we encourage you to check and open your package upon delivery to ensure you're satisfied with the product quality.

2. What is Cupindy's free shipping plan?
We offer free shipping for orders over LE 700. When your order exceeds this amount, you'll enjoy no shipping charges on your purchase.

3. How much do I have to pay for shipping charges?

We work with the best carrier companies to offer affordable shipping. You can find more detailed information about shipping rates on our Shipping Information page. Shipping rates for all Egyptian governorates will be calculated during the checkout process.

4. How long will it take to receive my order?
Our estimated delivery times are:

  • 1-3 working days for Cairo, Giza, and Helwan.
  • 2-5 working days for other Egyptian governorates.

5. Can I track my order once it’s shipped?
Yes, once your order has been shipped, you will receive an email containing your tracking number and a link to the courier's website to monitor your shipment.

6. What happens if I’m not available at the time of delivery?
If you're not available when the courier arrives, the delivery service will attempt to contact you to arrange a suitable time for redelivery. In some cases, the package may be left with a trusted neighbor or at a local collection point.

7. Do you offer international shipping?
Currently, we only offer shipping within Egypt. We are working on expanding our shipping options in the future, so stay tuned!

 

Returns and Refunds FAQ:

1. How do I return an item?
You can return your order online by using one of the following methods:

2. How much time do I have to return a product to Cupindy?
You can request a return within 14 days of receiving your product. For defective products, the return period is 30 days from the delivery date.

3. Can I return my order under any condition?
No, items must be returned in their original condition, unused, and in their original packaging with all accessories included.

4. What happens if I miss the 30-day return period?
Unfortunately, returns are not accepted after the 30-day window. If the product has a warranty, you may contact the manufacturer directly for service.

5. Do I need to pay shipping charges when returning a product?
If the return is due to an incorrect or defective product, Cupindy will cover the return shipping fees. However, if the return is for other reasons (e.g., change of mind, size/color expectations), the customer is responsible for return shipping costs.

6. I purchased an item on promotion or with a voucher. What will I be refunded?
If you purchased a discounted item, you will be refunded the exact amount paid, not the original price.

7. Do I get a refund for shipping costs when returning a product?
For defective or incorrect items, Cupindy will refund the full cost of shipping along with the product refund.

8. How long does it take to pick up my return?
After submitting a return request, our courier will pick up the item within:

  • 1-4 working days for Cairo and Giza residents.
  • 1-5 working days for other cities.

9. How long will it take to get my refund?
Once your refund is validated:

  • For cash refunds, it will be processed within 1-2 working days via refund coupon, bank transfer, or wallets.
  • For credit cards, ValU, or other payment methods, refunds may take up to 14 working days.

10. Can I cancel my order?
Yes, you can cancel your order by 2:00 PM on the same day it was placed. After this time, cancellations cannot be processed.

11. What happens if I receive a faulty or incorrect item?
If the product is faulty or incorrect and is priced over LE 50, contact Customer Service within 14 days. We will arrange for a return, and you will be refunded the full cost, including shipping. For items priced LE 50 or less, you will receive a refund without needing to return the product.

 

Working Hours FAQ:

1. What are Cupindy’s working hours?
Our working hours are from 10:00 AM to 5:00 PM, every day except Fridays, Sundays, and public holidays.

2. What is the expected response time for my message?

  • During working hours, we strive to reply as quickly as possible, usually within two hours at most.
  • If you send a message outside working hours, we will reply on the next working day.

3. How can I contact Cupindy outside working hours?
You can leave a message via email, Facebook, Instagram, or WhatsApp, and we will respond on the next working day.

4. Can I place an order outside working hours?
Yes, our website operates 24/7, and you can place orders at any time. However, processing and response times will begin during the next working day.

 

Payment Methods FAQ

1. What payment methods are available at Cupindy?
We offer various payment methods, including:

  • Credit and debit cards (Visa, Mastercard)
  • Cash on Delivery (COD)
  • ValU for installment payments
  • Souhoola Installments
  • Digital wallets (Vodafone Cash, Orange Cash, etc.)

2. Are there any additional fees for Cash on Delivery (COD)?
No, there are no additional fees for Cash on Delivery (COD).

3. Can I pay for my order in installments?
Yes, you can use ValU or Souhoola for installment payments. Select the installment option at checkout and follow the steps to complete your order

 

Account and Login FAQ

1. How do I create an account on Cupindy?
To create an account, click on the Sign Up button at the top of the website and fill in the required information (name, email, password). Once completed, you can start using your account to manage orders, wish lists, and mor

2. I forgot my password. How can I reset it?
Click on the Forgot Password link on the login page, enter your email address, and follow the instructions to reset your password.

3. Do I need an account to place an order?
No, you can checkout as a guest. However, we recommend creating an account for faster checkouts and easy order tracking.

 

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