Store Policies: Shipping, Returns & Terms

This policy applies only to physical products purchased from ENA’s Souvenir Concierge and does not apply to tours or experiences.

Shipping Policy

ENA’s Souvenir Concierge

Order Processing

Orders are processed within 1–3 business days after confirmation (excluding weekends and Egyptian public holidays).

Shipping Coverage

We offer international shipping only.

Shipping Fees

Free worldwide shipping on all orders.

Delivery Time

  • Standard delivery: 5–12 business days
  • Antiques, statues, and papyrus scrolls:
    Require mandatory inspection and export clearance and may take 10–14 business days

Delivery times are estimates, not guarantees.

Customs, Duties & Regulations

Customers are responsible for:

  • Customs duties
  • Import taxes
  • Compliance with local import laws

ENA is not responsible for items delayed, held, rejected, or destroyed by customs.

Tracking & Fulfillment

Tracking details are provided upon shipment.
Orders marked as “Delivered” by the courier are considered fulfilled.

ENA is not responsible for lost or stolen packages after delivery confirmation.

Delays Disclaimer

ENA is not liable for delays caused by:

  • Customs clearance
  • Government inspections (including Ministry of Antiquities)
  • Courier or international transit disruptions

Incorrect Address & Failed Delivery

Customers must provide accurate shipping information.

  • Orders returned due to incorrect address or failed delivery attempts may incur reshipping fees
  • Orders refused at delivery or abandoned at customs are not eligible for refunds

Returns & Refund Policy

ENA’s Souvenir Concierge

Return Eligibility

Returns are accepted within 7 days of delivery only if:

  • Item is unused and in original condition
  • Item is in original packaging
  • Proof of purchase is provided

Non-Returnable Items

  • Antiques and certified historical items
  • Papyrus scrolls and handmade items
  • Personalized or custom-made products
  • Items marked Final Sale

Damage or Incorrect Items

Claims must be made within 48 hours of delivery and include clear photos of:

  • The item
  • Packaging

Claims outside this timeframe will not be accepted.

Return Conditions

All returns are inspected.

Refunds will be denied if:

  • Items show use, damage, or alteration
  • Returned items do not match the original shipment

Return Shipping

  • Customers are responsible for return shipping costs
  • Original shipping value (even if free) is non-refundable
  • If the return is due to our error, we cover return shipping

Refunds

  • Processed within 5–10 business days after approval
  • Issued to the original payment method only
  • Shipping delays, customs delays, or refusal to pay duties are not valid reasons for refunds

ENA does not offer partial refunds for subjective dissatisfaction.

Exchanges

Only available for defective or incorrect items.

Chargebacks & Disputes

Initiating a chargeback without contacting us first may result in:

  • Denial of future service
  • Submission of delivery and order evidence to payment providers

Anti-Fraud & Abuse Policy

ENA reserves the right to refuse service, refunds, or returns in cases of suspected abuse, including:

  • Claims of non-delivery when tracking confirms delivery
  • False damage claims or manipulated evidence
  • Returning incorrect, swapped, or different items
  • Refusal to pay customs duties
  • Repeated or excessive refund/return requests
  • Unauthorized chargebacks
  • Claims submitted outside stated timeframes

We reserve the right to:

  • Deny refunds or returns
  • Cancel suspicious orders
  • Limit or refuse bulk purchases
  • Restrict or block future orders
  • Report fraudulent activity

Terms of Service & Disclaimer

ENA’s Souvenir Concierge

Overview

By accessing or purchasing from ENA, you agree to these Terms. We reserve the right to update them at any time.

Products & Nature of Goods

ENA sells authentic Egyptian souvenirs, including handmade and historical-style items.

  • Natural variations in color, texture, and finish are normal
  • Handmade and papyrus items may include minor imperfections
  • Antiques may show signs of age consistent with authenticity

These characteristics are not defects.

Authenticity Disclaimer

All items are represented in good faith.
Claims regarding authenticity must be supported by independent expert documentation. Subjective opinions are not accepted as grounds for disputes.

Antiquities Compliance

Certain items require:

  • Government inspection
  • Export approval

By purchasing, you acknowledge:

  • Extended delivery timelines
  • Possible regulatory delays beyond our control

Orders, Pricing & Payments

  • Prices may change without notice
  • We reserve the right to cancel or refuse orders at our discretion
  • Orders flagged as high-risk or fraudulent may be canceled

Refunds are issued only to the original payment method.

Shipping & Risk Transfer

Risk transfers to the customer once the order is handed to the courier.

Delivery confirmation by the courier constitutes successful fulfillment.

Limitation of Liability

ENA is not liable for:

  • Shipping or customs delays
  • Duties, taxes, or import restrictions
  • Lost or stolen packages after delivery
  • Incorrect information provided by customers
  • Indirect or consequential damages

Force Majeure

ENA is not responsible for delays or failure due to events beyond control, including:

  • Government actions
  • Customs processes
  • Natural disasters
  • Carrier disruptions

User Conduct

Customers agree not to:

  • Abuse return or refund policies
  • Submit false claims
  • Engage in fraudulent or deceptive behavior

Accounts associated with abuse may be restricted.

Intellectual Property

All content, branding, and materials are owned by ENA and may not be used without permission.

Governing Law

These Terms are governed by the laws of Egypt.

Contact

For support, contact us via:

  • Email
  • WhatsApp