Skincare and makeup products are not eligible for return or exchange. This applies to change-of-mind requests whether the product is opened or unopened. Your rights remain protected if an item arrives damaged, defective, or different from what you ordered.
Skincare and makeup are final sale
For health, hygiene, and product-safety reasons, skincare and makeup cannot be returned or exchanged because you changed your mind, chose the wrong shade, prefer a different texture, no longer want the item, or found it unsuitable for your personal routine.
This rule applies whether the product is opened or unopened, except where mandatory rights under applicable law require a different outcome.
Damaged, defective, or incorrect items
If an item arrives damaged, appears defective, or is different from what you ordered, contact Jamila within 48 hours of delivery. Please keep the product, its packaging, and the delivery packaging until our team finishes reviewing the claim.
Send all of the following so we can assess the issue without delay:
- Your order number.
- Clear photos of the outer package and shipping label.
- Clear photos or a short video showing the product and issue.
- The batch information where it is visible.
- A short description of what happened.
Review and resolution
Our team will review the order details and evidence before approving a claim. If the claim is accepted, Jamila may replace the affected item, send the correct item, or refund the affected item's value, depending on the circumstances and available stock.
Jamila covers reasonable return or replacement delivery costs only for an accepted damaged, defective, or incorrect-item claim. Please do not send any item back before receiving return instructions from us.
Other return-eligible goods
If Jamila offers a non-beauty item in the future, it is returnable within 14 days only when its product page expressly says it is eligible. The item must be unused, complete, in its original condition and packaging, and accompanied by proof of purchase.
Cancellations
You may request cancellation before fulfilment. Once an order has been packed, handed to the delivery partner, or dispatched, cancellation is not guaranteed.
Where permitted, actual delivery and return-to-sender charges caused by refusing an order or repeated failed delivery attempts may be deducted from any refundable amount.
Shipping, COD, discounts, bundles, and gifts
Original delivery and cash-on-delivery fees are not refundable when Jamila is not at fault. If an eligible non-beauty bundle is accepted for return, the complete bundle must be returned. Any promotional gift supplied with an accepted return must also be returned, otherwise its stated value may be deducted where permitted.
Refund method and timing
An approved refund begins after the returned item or claim has been inspected. We use the original payment method where possible. Cash-on-delivery refunds require a supported bank account or mobile wallet supplied by the customer.
Bank, wallet, card issuer, and payment-provider posting times are outside Jamila's control. We will share confirmation once the refund has been initiated.
Skin reactions and product suitability
Individual preference, shade, sensitivity, or reaction does not automatically mean a product is defective. Follow the product label, patch-test when appropriate, introduce new skincare gradually, and stop use if irritation occurs. Seek qualified medical advice for significant or persistent symptoms.
This guidance does not limit a valid claim where the product itself is damaged or defective.
How to contact us
Send your order number and evidence through WhatsApp or our Contact Us page. Do not ship an item until Jamila confirms the next step.
Legal rights
This policy does not remove or limit any consumer right that cannot legally be excluded under Egyptian law. If any part of this policy conflicts with a mandatory legal protection, that protection applies.