FAQ's

Find the right answer… at Pompelo customer services are here to help

ORDERING

Who is pompelokids.com

www.Pompelokids.com is a site operated by Kaian Company

We have registered company in EGYPT and Our head office located in 1st industrial zone, Obour city, Egypt.

 

HOW THE CONTRACT IS FORMED BETWEEN YOU AND US

After placing an order, you will receive an e-mail from us acknowledging that we have received your order.

When making a request you undertake that all details you provide to us requesting goods or services are true and accurate, that you are an authorized user of the credit or debit card used to make your request and that there are sufficient funds to cover the cost of the goods and services. It is your responsibility to inform us of any changes to these details as soon as possible.

 

CAN I MAKE CHANGES TO MY ORDER?

Yes you can just call our customer services they will help you to cancel your order and reorder new item.

If you make a mistake with your order, you can call us on 01027996484or send us E-mail on: [email protected]

 

CAN I CANCEL MY ORDER?

In order to cancel your contract within the Cancellation Period, please notify us using our contacts

If you are contracting as a consumer in EGYPT and cancel your order within the cancellation period you will receive a full refund of the price paid for the Products within 14 days (“the Refund Period”).

The Refund Period starts After 5 days from we receive the Products back from you.

Please note: if your order has already been processed, we may not be able to stop the items from being sent to you so you will still need to return all the product(s) that were purchased on your order. You must take reasonable care of the products that you wish to cancel and not use or wear them.

 

PAYMENT

HOW CAN I PAY FOR MY ORDER?

We offer different method of payment such as Credit card ( Visa, Visa Debit, MasterCard). We also accept (COD) cash on delivery

Please note:

Keep your receipts – Online merchants should offer purchasers a receipt and order number at the end of any transaction. This information may be available to you as a webpage you can download/print and a confirmation email. Keep all receipts, emails and order numbers until your product arrives and you confirm its condition

 

How does the COD (Cash on Delivery) payment option work?

Cash on Delivery allows you to pay for your order with cash at the time of delivery. Pompelo offers a Cash on Delivery option for all orders. To place an order and pay for it using Cash on Delivery (COD), please select the ‘Cash on Delivery’ option on the payment page.

 

IS IT SAFE TO ORDER ONLINE?

You can be assured that shopping with Pompelo is safe! We use secure socket layer software (SSL) to encrypt all of your personal information including your name and address. And other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read.

 

WHEN WILL I BE CHARGED?

If your card is authorized, the payment will be taken immediately and you will receive an e-mail confirming your order has been successful. Only paid orders will be handled. We will not charge you for any failed payment transactions.

 

What should I do if my payment fails?

Please retry making the payment after ensuring that the information entered is accurate, including all account details, billing addresses. If your payment still fails, you can use the Cash on Delivery (COD) payment option on the payment page to place your order.

 

DELIVERY 

HAS MY ORDER BEEN SHIPPED?

When your order leaves our warehouse, we’ll email you with a tracking number so you can follow its journey through the courier’s website.

HOW CAN I TRACK MY ORDER?

You can track your order using your tracking number. This will be emailed to you or can be found in the ‘order history’ section of your account.

I have received an incorrect item in my order, what should I do?

Contact a member of our Customer Services Team where an advisor will be happy to help.

How long does it take for an order to be delivered to me?

We deliver most of our orders within 2-6 full business days. Also we deliver to all over Egypt includes all cities in Egypt ( Cairo, Alexandria, Tanta, El Mahalla, Suez, Hurghada, Sharm El-Sheikh , Luxor, Aswan and more cities )

RETURN

Can I RETURN AND EXCHANGE my Order ?

If you need to return something because clothes don’t fit, or you simply don’t like what you’ve got. make sure all the tags are on, and the item is exactly as you received it. You need to get it back to us within 7 days from the delivery date.

Please follow the below process for returning your item to us:

1 – Re-pack the item in its original packaging with labels and tags still attached.

2 – Securely attach the original delivery label to your item.