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Frequently Asked
Are all products on RayaShop original?
Yes. We are committed to offering our customers only 100% original products.
Are all products on RayaShop New and Sealed?
Yes, RayaShop only offers 100% new and unused products
How can I find the product I want on RayaShop?
You can start by clicking on a category name from the category menu on the Top Bar of the website.
Are there any hidden costs or charges if I ordered from RayaShop.com?
There are no hidden costs or charges when you order from RayaShop. All costs are 100% visible at the end of the checkout process.
I ordered a product with a warranty card but I didn’t get the warranty card with it. How can I get it?
Please contact our Customer Service Team on 19900 or Contact Us, and make sure that you have RayaShop taxed invoice as it’s considered as a warranty and it’s the proof for your purchase from us.
From when the warranty period for my product starting?
The warranty for your product should start from the invoice date.
I lost my warranty card. How can I get warranty?
Even if you've lost your warranty card, you can still claim warranty
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Delivery Questions
How long does it take to receive my product?
Delivery timelines vary depending on your city and your selected product. Please be informed that delivery timelines for products shipped from Cairo to another Governorate are longer than for other products inside Cairo.
Can I change my shipping address after I have placed my order?
You can request for your order to be delivered to a different address within the same region or city before your order is shipped through the confirmation Call with RayaShop Team or please contact our Customer Service Call Center at 19900 or Contact ...
I found the package open and the product seal broken on delivery. What should I do?
You should refuse to accept any open package, as we will not accept returns of electronics products unsealed (unless for a defective reason). If you do accept such a package by mistake or find out it has been tampered with, please contact our Customer...
I couldn't receive my order at the first time, what does will happen?
Will scheduling a new delivery the next working day normally, we will try to deliver your order out of 3 times before canceling your order and returning it.
Will Aramex man contact me before delivering the package to my location?
Yes, Aramex Man will contact you to confirm your availability and correct your location in case it was unclear.
What are the delivery Fees?
Delivery charges are the costs undertaken by RayaShop and our logistics partners to deliver your ordered item(s) to your doorstep.
I ordered multiple items, but I have received only one item so far. What’s going on?
In case of this Situation, you must contact our customer support Center 19900 or contact us.
I have a complaint about the delivery man who came to deliver my order. What should I do?
Apologies for the inconvenience caused, please contact our Customer Service Call Center at 19900 or Contact Us and open complaints ticket and we will reply within 24 hours.
How can I know the delivery Time for my Home Appliances products?
Certain products inside Cairo will have RayaShop Express Sign will be delivered within 48 hours, and for the governorates, it will be depending on RayaShop delivery scheduling a according to each governorate
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Return & Refund
How to return a product?
After you submit your request through our customer support by calling 19900 and our complaint team will follow you to recheck the Returning Conditions within 24 hours and arrange a pick up at your doorstep by Aramex or by RayaShop Express.
What are the next procedures to be followed after sending any defect item by Aramex to RayaShop?
Our technical support team will check the device and after confirming the defect issue, then you can make a refund or change the item with another one if found.
I want to replace the Defect item with a new one what are the procedures to be followed?
The new item will be sent by Aramex within 4 days after checking the Ability to replace with Our Complaint Team.
I received a defective/damaged item, can I get a refund without getting a technical Report?
No, In case the item you received is damaged or defective, you have to get a Technical Report from the Warranty Company related to the Brand with the Issue Reason, and you should return the item in the same condition as you received it with the original...
What is the next step after getting the Technical Report?
Our Complaint Tem will follow the customer and a representative from Aramex will be headed to you to receive the defective device with the report and after checking the reasons will send another new device within 4 working days
I received the wrong item, how can I return it?
If the item you received is wrong, you can return the item in the same condition you received and in the original box at the and we will send Aramex to collect it from your side, Once we receive the returned item, you can make a refund or change the ...
I have changed my mind can I return what I have bought?
If you change your mind before receiving your item, just call us on 19900 or through the Contact Us page to cancel your order. If you want to return the item after receiving it, you have up to 14 / 30 day days to return them in the same condition as ...
Can I return personal Care products?
You can return any personal Care product only within 14 days in the same condition you received and in the original box.
How much time do I have to return a product to RayaShop?
All items sold on RayaShop under certain conditions can be returned within a period of 14 days up to 30 days for defective products from the delivery date.We accept returns up to 30 days for defective products from the delivery date. If you face this...
How do I track my return status?
We will keep you updated through our Complaint Team about the status of your return. If any question please do not hesitate to call our customer service 19900
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Products & prices
Are all products on RayaShop original?
Yes. We are committed to offering our customers only 100% original products.
Are all products on RayaShop New and Sealed?
Yes, RayaShop only offers 100% new and unused products
How can I find the product I want on RayaShop?
You can start by clicking on a category name from the category menu on the Top Bar of the website.
Are there any hidden costs or charges if I ordered from RayaShop.com?
There are no hidden costs or charges when you order from RayaShop. All costs are 100% visible at the end of the checkout process.
I ordered a product with a warranty card but I didn’t get the warranty card with it. How can I get it?
Please contact our Customer Service Team on 19900 or Contact Us, and make sure that you have RayaShop taxed invoice as it’s considered as a warranty and it’s the proof for your purchase from us.
From when the warranty period for my product starting?
The warranty for your product should start from the invoice date.
I lost my warranty card. How can I get warranty?
Even if you've lost your warranty card, you can still claim warranty
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Placing an Order
How do I place an order?
Searching for the required product through the search Tab on the website Click on “Buy now “to add the product to your cart Click on “proceed to check out “on the left side Register/Login into your account by entering your email and password Enter your shipping/billing information Choose your preferred payment option Click on “Place order now “to proceed with the order.
How do I know if my order was confirmed?
We'll send you an email once your order has been confirmed if it’s paid online!
My payment was processed successfully but I didn’t get any order confirmation. What should I do?
Please contact our Customer Service Team at 19900 or Contact Us so we can help you to resolve the issue.
How can I track my order?
You can track your order through the RayaShop website from your personal account
Can I Receive my order from a Branch?
How do I cancel my order?
If you have not already received the email information that your order was shipped, you can simply cancel your order by getting in touch with our Customer Service Call Center at 19900
How can I follow my order in case of delay?
We do our best to deliver on time
While having a problem in placing my Order or adding any product to my Cart, what should I do?
If you are having trouble placing your Order or adding products to your cart, please make sure that you have made all the steps you should do. If you still have problems, this may mean that the item you are trying to buy is out of stock. Please contact...
I did not receive the invoice for my order. What should I do?
A hard copy of the invoice will always be sent along with your order. If you have not received an invoice, please get in touch with our Customer Service Call Center at 19900 or Contact Us and we will send it to you or we can send you a Soft Copy of it...
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Payments
What are the payment methods on Rayashop.com?
To pay for your order you can choose from the different payment methods available on rayashop.com Please find below list: RayaShop Direct installment Cash on Delivery (to your doorstep) Credit Card / Debit   AL-AHLY CREDIT CARD INSTALLMENT...
How can I pay by Credit card?
At the end of the checkout choose Credit Card as the payment option and follow the steps after confirming your purchase. Make sure that your bank activated your Credit Card for online payments.
Does pay by credit card is secured on the Raya Shop website or Mobile App?
Yes, RayaShop.com using Amazon Payment Services
Can I pay with Ahly Installment card and is that secured on Raya Shop?
Yes, Ahly Installment is one of the RayaShop Payment Methods that you can use, The national bank of Egypt uses an E-payment Gateway, which is licensed by Visa and MasterCard in accordance with their international regulations governing website data security...
How do I use the Etisalat voucher?
When you get to the payment phase on the checkout page, simply press the sign (Plus / + ) and enter the gift card code in the voucher box, you Can Apply only One Code.
How do I use a gift voucher?
When you get to the payment phase on the checkout page, simply press the sign (Plus / + ) and enter the gift card code in the voucher box, you Can Apply only One Code.
How can I pay for my order on RayaShop Mobile App or Mobile Website?
RayaShop mobile app and mobile website offer all the payment options that the RayaShop website version offers. You can pay without any worries with the preferred option of your choice.
Can I pay with my Visa Card On delivery?
My premium card limit is not covering the order amount, what I shall do?
No problem, you can pay your available limit through premium card, and the rest of the payment you can pay it cash on delivery or by Visa on certain products inside Cairo But first of all, you must submit the order and after premium confirmation with...
Are there any hidden charges like sales tax when I make a purchase on RayaShop?
There are no hidden charges when you make a purchase on RayaShop. The order amount is inclusive of all taxes and shipping fees. In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The...
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RayaShop Direct installments
Does RayaShop.com have a direct installment program?
Yes, you can pay for any product available through the online installment system with RayaShop and Raya.
Does the online Installment service is available for any governorate?
The Installment service is available only in Cairo, Giza, Alexandria, Tanta, Mansoura, Beni Suef, Sohag Assuit & Aswan.
What are the categories that can benefit from the direct installment program with RayaShop?
Customers who belong to these categories can make any installment Request.  (Private / Public Sector - Pensions - Private Business)
What are the required Papers needed for Private / Public Sector installment requests?
For Buyer: Copy of National ID. electricity or gas facilities Bill for last 2 months HR Letter signed and stamped for the last two months at least For Guarantor: Copy of National ID. A guarantor is not required to be a relative.
What are the required Papers needed for pension installment requests?
For Buyer Copy of National ID. electricity or gas facilities Bill for last 2 months Pension Certificate. For Guarantor Copy of National ID. A guarantor is not required to be a relative.
What are the required Papers needed for Private Business Installment requests?
Buyer Of National ID. electricity or gas facilities Bill for last 2 months Commercial Registration & Tax ID. 6 month Bank Statement. Guarantor Copy of National ID. A guarantor is not required to be a relative.
Do I have to pay a down payment for the installment request?
Yes, and the down payment should be 10% or more depending on the offer you have.
Is there a fixed installment period for installment products available on Raya Shop?
Installment is available up to 36 months for the Heavy products, except for mobile phones are up to 24 months only if their values are higher than 5000 L.E
Are there any terms and Conditions for the Buyer or Guarantor so they can apply on Raya Shop Installment program?
The Buyer & Guarantor age shouldn't less than 21 Years Old, and not more than 60 Years Old.
Are there any fees we should pay for the installment Requests?
Yes, Investigation fees are EGP 60, to be collected during the investigation visit and it is non-refundable in case of rejection.
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