Below are the most common questions our customers ask.
If you need help with anything not listed here, feel free to contact us anytime.

1. What products does Cielis offer?

We specialize in premium streetwear pieces, with a focus on high-quality round-neck sweatshirts designed for comfort, durability, and style.

2. How long does shipping take?

Orders are delivered within:

  • 2–5 business days depending on your location

  • Remote areas may require extra time

You will receive updates at every step of the delivery.

3. How much is the shipping fee?

Shipping fees vary based on your area and will be shown at checkout before you complete your order.

4. How can I track my order?

You will receive notifications when your order is:

  • Confirmed

  • Processed

  • Out for delivery

If you need assistance with tracking, our support team is here to help.

5. Do you offer Cash on Delivery (COD)?

Yes, we offer Cash on Delivery across most regions in Egypt.
Please prepare the exact amount to hand to the courier upon delivery.

6. Can I inspect the product when it arrives?

Absolutely.
We strongly recommend On-Delivery Inspection while the courier is still present.
You can check the item, confirm the size, and ensure everything matches your order.

If it’s not suitable, you may return it immediately with the courier.

7. What is your return and exchange policy?

You can return or exchange items within 14 days of receiving your order, as long as the product is:

  • Unused

  • Unwashed

  • Undamaged

  • In original packaging

Items purchased on sale or during promotions are non-returnable.

8. How do I request a return or exchange?

You can contact us via:

Please share your order number and the reason for return/exchange.

9. When will I receive my refund?

Refunds are processed within 3–7 business days after your returned item is inspected and approved.

  • COD orders: refunded via bank transfer, wallet, or store credit

  • Online payments: refunded to the original payment method

10. What should I do if I receive a defective or wrong item?

Please contact us within 48 hours of receiving your order.
Send us your order number and photos of the issue—we will replace or return the item at no cost.

11. Do you restock sold-out items?

Some items are restocked depending on demand.
Follow our social media updates or subscribe to our newsletter for restock notifications.

12. How do I contact customer support?

We’re always here to help.
Reach us anytime at:

Email: support@cieliseg.com
Phone: 0109 2917688
Location: Egypt / Sheikh Zayed