Returns & Exchanges

Last updated: 7 September 2026

We want you to love what you ordered. If a piece is not right, you can return or exchange it within 30 days of delivery under the conditions below. This policy sits alongside your statutory rights, which are described on our Consumer Rights page and are never limited by it.

1. Return window

You have 30 days from the day you receive your order to register a return or exchange. Once registered, the item must be handed to the courier or collected within 7 days.

2. Conditions

To be accepted, items must be:

  • unworn, unwashed and unaltered, with no marks, scent or damage;
  • returned with all original tags attached and in the original packaging, including any dust bag or box;
  • accompanied by the order number so we can identify your purchase.

Items that do not meet these conditions may be sent back to you and no refund issued. Please try pieces on carefully, over your own clothing where appropriate, and avoid contact with make-up, perfume and deodorant.

3. Items that cannot be returned

  • Swimwear, bodysuits and intimates once the hygiene seal has been removed.
  • Earrings and hair accessories, for hygiene reasons.
  • Items marked "final sale" on the product page and at checkout.
  • Personalised or made-to-order pieces produced to your specifications.
  • Gift cards.

These exclusions do not apply if the item is faulty or not as described.

4. How to return an item

  1. Fill in our return registration form with your name, mobile number, order number and the product you are returning.
  2. We will confirm your return by email or phone within 2 business days and share the next steps.
  3. Within Egypt, we arrange a courier collection from your address on an agreed date. Have the item packed and ready with the order number inside.
  4. Outside Egypt, we will send you the return address and instructions. Please use a tracked service and keep your proof of postage; the parcel remains your responsibility until it reaches us.
  5. Once the item arrives, we inspect it and process your refund or exchange within 14 days.

5. Return shipping costs

  • If the item is faulty, damaged or not what you ordered, return shipping is free and we refund any delivery costs you paid.
  • For all other returns within Egypt, the courier collection fee is confirmed when we approve your return and is deducted from your refund.
  • For returns from outside Egypt, return shipping is at your own cost. Original delivery charges and any duties or taxes paid are not refundable.

6. Exchanges

You can exchange an item for a different size or colour of the same style, subject to availability. Register the exchange through the return registration form and tell us what you would like instead. The new item is dispatched once we have received and inspected the original. If the size or colour you want is unavailable, we will refund you instead. We can offer one exchange per item; a second change will be handled as a return.

7. Refunds

  • Refunds are issued to the original payment method within 14 days of receiving and approving the returned item. Your bank or card issuer may take a few additional days to show the credit.
  • Cash on delivery orders are refunded by bank transfer or InstaPay to an account in your name; we will ask for the details when your return is approved.
  • Discounts applied to the order are reflected proportionally in the refund. If a promotion required a minimum spend that the remaining order no longer meets, the discount may be adjusted.
  • Delivery charges are refunded only when a full order is returned because of an error on our part or a fault with the products.

8. Faulty items

If a piece is defective, please contact us as soon as you notice, and in any case within 30 days of delivery, through our contact form with your order number and photos. We will offer a repair, replacement or full refund at no cost to you. Wear and tear, or damage caused by incorrect care, is not considered a fault; care instructions are provided on the label of every piece.

9. Gifts

If you received a Gannube piece as a gift, you can exchange it or receive store credit within the same 30-day window. Refunds to the original payment method can only be made to the person who placed the order.

10. Questions

Our client care team is available Sunday to Thursday, 9am to 6pm Cairo time, through our contact form.