Shipping & Delivery Policy

1. Shipping Coverage (Arab Republic of Egypt Only): Ciel's shipping and delivery services under this policy are available only within the Arab Republic of Egypt. We currently serve most regions and cities across Egypt through trusted shipping partners.

2. Delivery Areas and Serviceability: Delivery coverage may vary by courier partner, exact address, and local serviceability. While we aim to cover all major cities and most areas, some remote locations may require additional delivery time or may be temporarily unavailable.

3. Shipping Partners: Ciel works with third-party shipping and logistics providers to fulfill and deliver orders. The courier partner may vary depending on destination, order size, and operational availability.

4. Processing Time: Orders are typically processed after successful order confirmation and payment verification (where applicable). Processing times may vary during peak seasons, promotions, public holidays, or due to operational circumstances.

5. Estimated Delivery Time: Delivery timelines shown at checkout or communicated by customer service are estimates only and may vary depending on the destination city/region, courier operations, weather conditions, and public holidays. Delays may occur beyond Ciel's direct control.

6. Shipping Fees: Shipping fees are calculated according to Ciel's current shipping policy for Egypt. At the time of publishing this policy, orders of EGP 799 or more qualify for free shipping, while orders below EGP 799 are subject to a shipping fee of EGP 20, unless otherwise stated in a promotion or campaign.

7. Address Accuracy and Delivery Attempts: Customers are responsible for providing accurate and complete shipping details, including recipient name, phone number, city, district, and address landmarks. Failed delivery attempts due to incorrect or incomplete information may result in delays, cancellation, or additional charges where applicable.

8. Order Tracking and Communication: Where tracking is available, Ciel or the shipping partner may provide order tracking updates by SMS, email, WhatsApp, or other communication channels. Customers are responsible for monitoring delivery communications and responding when required.

9. Receipt of Order and Inspection: Customers should inspect the package upon delivery and report any visible shipping damage, missing items, or incorrect items to Ciel customer service as soon as possible, preferably within 48 hours of delivery, with clear photos/videos if needed.

10. Delays, Force Majeure, and Operational Interruptions: Ciel is not responsible for delivery delays caused by events beyond its reasonable control, including courier disruptions, extreme weather, public holidays, government restrictions, or force majeure events. We will make reasonable efforts to support customers in tracking delayed orders.

11. Refused, Unclaimed, or Undeliverable Orders: If an order is refused, unclaimed, or cannot be delivered due to customer-related reasons (including incorrect address or repeated non-response), the order may be returned or cancelled in accordance with Ciel's operational procedures. Any applicable shipping or handling charges may be deducted where permitted.

12. Policy Updates: Ciel reserves the right to update or modify this Shipping & Delivery Policy at any time. Changes become effective upon posting on the website. This policy should be read together with Ciel's Terms and Conditions and Return & Refund Policy.

By placing an order on Ciel's Egypt store, customers acknowledge and agree to this Shipping & Delivery Policy. For shipping-related support, please contact Ciel customer service through the official contact channels listed on the website.