About

The Mall of Egypt (“MoEg”) Chat to Shop [Digital Concierge service] offers a digitally powered and personalised instant messaging chat service (the “Service”) where consumers can connect with one of our Chat to Shop (the “Agent”) to enjoy a premium experience.

Placing an Order

Chats and orders are enabled by WhatsApp, facilitated by the MoEg team of agents. Consumers can communicate shopping queries and purchase products from MoEg retail stores. Please note that the minimum order value is EGP 800.

Payment

Consumers can place their orders and pay securely via a payment link once their purchase is confirmed. The payment link will be shared via WhatsApp chat.

The Agent will purchase the Mall Gift Card for the consumer and use it to buy their desired items from the designated store(s). This Mall Gift Card will be included in your order.

Upon confirming an order/payment on our platform, you warrant that you are duly authorised to use that payment option. We reserve the right to suspend, reject or cancel at our sole discretion without liability for any transaction deemed as a financial or security risk, including but not limited to an unauthorised or fraudulent transaction, or suspicious indicators in violation of the terms of this T&C’s and stock availability. We reserve the right to reject any future use of the payment option if suspicious activity is identified.

MoEg is not liable to send specific communication to you regarding the changes to your payment options on the website, mobile application and via the Chat to Shop service.

We hold no liability for any transactions approved by the issuing bank. Any concerns should be directly addressed between you (the consumer), and the bank in question.

Delivery

Delivery charges will be communicated to the customer upon order confirmation.

Delivery charges may vary upon shipment weight.

Home deliveries are valid across Cairo and Giza. Orders placed before 12:00pm will be delivered on the same day, and orders placed after 12:00pm will be next-day delivery, with a cut-off time of 9:00pm. For any orders placed outside of these time frames, delivery will be scheduled for the following day.

We strive to provide the best consumer experience possible by delivering products to your doorstep within the promised time. However, due to some limitations that are out of our control, some areas within Cairo and Giza are just outside the delivery coverage for our couriers to achieve this. See below for the areas where we can deliver within the promised time:

Delivery Rates

Delivery timelines are estimates only and may be affected by delivery location, promotional/sale periods, bank holidays and adverse weather conditions. Timelines start from the point of order confirmation.

We are not responsible for failure to deliver for reasons outside our reasonable control, including traffic conditions and cases when you are unavailable to receive your order, or request postponement.

We reserve the right to request proof of identity (Egyptian ID or Passport) at the time of delivery as part of our security validation process.

Returns

Check the store's individual return/exchange policy on your purchase receipt.

Visit the mall store directly with the product(s) you want to return, the purchase receipt, and the empty Mall Gift Card included in your order.

Once your return has been approved in-store, kindly inform our Chat to Shop Contact Centre on 800 663 6255 so they can ensure you’re refunded on the original payment card.

If you want to exchange your original product for a higher-value product, you’ll have to pay the difference in-store.

Mall Gift Cards

Mall Gift Cards (“Cards”) are available for purchase via Chat to Shop, with a minimum value of EGP 100 and a maximum value of EGP 6,500 per card. Consumers are limited to purchasing nine (9) cards per order, with a maximum order value of EGP 58,500. Mall Gift Cards are non-refundable.