FAQ
Ashya — Frequently Asked Questions
www.ashyaegypt.net | support@ashyaegypt.net
About Ashya
1. What is Ashya?
Welcome to Ashya — your favorite local destination for women's fashion and lifestyle essentials. Born and based in the heart of Egypt, we take pride in offering stylish, high-quality clothing that reflects the vibrant spirit of our culture.
From casual everyday wear to standout pieces for special occasions, our collections are carefully curated to bring you the latest trends while staying true to our Egyptian roots.
What sets us apart:
• Local Love: As a homegrown Egyptian brand, we understand the unique style and needs of our community.
• Quality You Can Trust: Every product is thoughtfully selected for durability, comfort, and style.
• Customer-First Experience: Fast shipping, easy returns, and real support whenever you need it.
2. Where is Ashya based?
Ashya is an online-only brand based in Cairo, Egypt. We no longer have a physical store — you can shop our full collection anytime at www.ashyaegypt.net, with delivery to all governorates across Egypt.
3. How can I contact Ashya?
You can reach us through any of the following:
• Email: support@ashyaegypt.net
• Store Chat: Click the chat icon on the bottom right corner of our website.
• Social Media: Message us on Instagram and Facebook @ashyaegypt
We typically reply to emails and messages within 24 hours.
Ordering & Payment
4. How do I place an order?
Simply browse our website, add your favorite items to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment details, and you are all set. If you need help placing an order, email us at support@ashyaegypt.net or message us on Instagram or Facebook (@ashyaegypt).
5. What payment methods do you accept?
We currently accept the following payment methods:
• Credit / Debit Cards (Visa, MasterCard)
• Cash on Delivery (COD) for select regions in Egypt
• Online payment via Paymob
6. Is my payment information secure?
Yes. We use secure, encrypted payment gateways to protect your information. Your data is never shared with unauthorized parties.
7. Can I get help placing an order?
Of course. If you need help choosing an item or size, email us at support@ashyaegypt.net or message us on Instagram or Facebook (@ashyaegypt) and we will help you complete your order on our website.
Sizing & Fit
8. What sizes do you carry?
We carry sizes S, M, L, XL, and XXL across most of our clothing collections.
9. Do your items run true to size?
Our items tend to run slightly small. We recommend sizing up if you are between sizes or if you prefer a relaxed fit. When in doubt, message us on Instagram or Facebook (@ashyaegypt) or email support@ashyaegypt.net, and we will guide you to the right size for a specific item.
10. Do you have a size chart?
Yes. We have size guides available for each clothing category — Tops & Blouses, Pants, Dresses, Cardigans, and Abayas. You can find the size guide link on each product page. All measurements are in centimeters.
Shipping & Delivery
11. How long does shipping take?
Orders are processed, shipped and delivered within 2-5 business days across Egypt.
12. Do you offer delivery across Egypt?
Yes, we deliver to all governorates across Egypt. Delivery typically takes 2-5 business days depending on your location.
13. Do you offer international shipping?
Yes, we ship to select countries internationally. Please note that customs duties, taxes, and import fees may apply and are the customer's responsibility.
14. Can I track my order?
Yes. Once your order has been shipped, you will receive a confirmation with a tracking number to monitor your delivery.
15. What if my order is delayed?
While we strive to deliver on time, occasional delays may occur due to weather, customs, or carrier issues. If your order is significantly delayed, email us at support@ashyaegypt.net with your order number and we will follow up with the courier on your behalf.
Returns & Exchanges
16. What is your return policy?
You can request a return or exchange within 14 days of receiving your order. Items must be unworn, unwashed, and in their original condition with tags attached.
17. How do I initiate a return or exchange?
Email us at support@ashyaegypt.net with your order number, or message us on Instagram or Facebook (@ashyaegypt), within 14 days of receiving your order. Once your request is approved, we will send you instructions on where to send the item.
18. Can I check items upon delivery?
Yes, absolutely. You can inspect your items while the courier is still present. If you notice any damage or wrong items, refuse the delivery and contact us immediately.
19. Can I return one item from a multi-item order?
Yes, you can return individual items from a larger order. Accept the full delivery first, then contact us about the specific item you would like to return.
20. What if the item does not fit?
No problem. Email us at support@ashyaegypt.net or message us on Instagram or Facebook (@ashyaegypt) within 14 days of receiving your order and we will arrange an exchange for the correct size, subject to availability.
21. Who pays the shipping costs for returns?
The customer is responsible for return shipping costs in all cases. Original shipping fees are non-refundable.
22. How long does a refund take?
Once we receive and inspect your returned item, your refund will be processed within 5-7 business days back to your original payment method.
23. What if I receive a damaged or wrong item?
We are sorry if this happens. Please email us immediately at support@ashyaegypt.net (or message us on Instagram or Facebook (@ashyaegypt)) with your order number and a photo of the item. We will send you a replacement or process a full refund at no extra cost to you.
Product Information
24. Are your products authentic?
Yes. All Ashya products are locally designed and produced in Egypt. We work directly with our production team to maintain quality standards across every item.
25. What materials are your clothes made from?
Our garments are typically made from soft blended fabrics chosen for comfort and durability in the Egyptian climate. Specific fabric details are listed on each product page where available. If you need more information about a specific item, message us on Instagram or Facebook (@ashyaegypt) or email support@ashyaegypt.net.
26. Do you offer gift wrapping?
We do not currently offer gift wrapping. However, all orders are neatly packaged and ready to gift.
27. What if an item I want is out of stock?
Message us on Instagram or Facebook (@ashyaegypt) or email support@ashyaegypt.net and let us know which item you are interested in. We can notify you when it becomes available again or suggest similar alternatives from our current collection.
Account & Technical Support
28. Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track your orders, save your wish list, and enjoy faster checkout on future orders.
29. How do I create an account?
Click the account icon on our website and follow the prompts to sign up with your email address.
30. I forgot my password. How do I reset it?
Click the 'Forgot Password' link on the login page and we will send you instructions to reset it.
31. The website is not working. What do I do?
Try clearing your browser cache or switching to a different browser. If the problem persists, please email us at support@ashyaegypt.net, and we will be happy to assist you.
Still have a question? We are always happy to help.
support@ashyaegypt.net | www.ashyaegypt.net
Payments & Safety
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
We accept payments from major credit card companies like Visa, Mastercard, and American Express.
Shipping & Delivery
Domestic shipping can take up to 5 business days.
Foreign shipping could take up to 14 business days.
Due to global supply chain challenges, shipping times could be longer than usual.
Shipping rates can vary depending on your region and are calculated at checkout.
Here are the full details of our Shipping Policy.
Yes, we offer free shipping for large domestic orders. Check the cart to see the current deal on free shipping..
Yes, we ship our products all over the globe.
Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.
A full list of all of our shipping areas can be found here.
If your country or region is not mentioned, please feel free to reach out to see if we can work out the details.
Warranty & Repair
All our products are subject to quality control.
Our warranty provides a guarantee against manufacturer defects.
The guarantee covers any manufacturing, design, or material defect. Please notify us within 2 months of noticing any defects.
It does not cover blows, improper use, or other issues that are not attributable to a manufacturer defects.
An extended warranty can be added to your products for an additional cost.
Please get in touch for more information about extended warranties.
The extended warranty could come at a different cost depending on the type of product and extended period.
Please get in touch for more information.
Returns & Refunds
Yes, we offer full and partial refunds.
Please enquire for more information about our Refund policy.
A refund request can be submitted within a month after the purchase is made.
In the case when the product and packaging are unopened and undamaged, you are eligiblefor a full refund.
In the case when the packaging has been opened and the product has been used, you are eligiblefor a partial refund.
In the case when a product has been damaged, and the damage is not covered by your warranty, you are not eligiblefor a refund.
Please check our Terms of Service to see if you're eligible for a refund.
When an order does not include free shipping, all shipping costs (including the return shipping) are handled by the customer.
When an order includes free shipping, only the cost of the return shipping is handled by the customer.