U.S. Polo Assn. Egypt Official Store | FAQ U.S. Polo Assn. Egypt Official Store |

Can I edit my order after placing it?
- After placing your order, it's not possible to edit the order. Alternatively you can cancel the order and replace another one.
How can I access my order details?/How can find my order number?
- If you have created an account, you will be able to check your order details from "My Account" page under "Order History" tab.
- In case you checked out as a guest, you can go back to the order confirmation email and review your order.
I didn't receive my order confirmation
- In case you did not recieve your order confirmation email, please send us at support@uspoloeg.com with the time and date you placed your order, your order ID if you have it and we will take care of the issue.
My order got canceled without notifying me
- Whenever we cancel an order, we send you an email notification. If otherwise occured, please send us at support@uspoloeg.com to inquire about the cancelation reason. Most of times orders get canceled due to stock inavailability.
I received the wrong order. My order is missing items.
- You can send us at support@uspoloeg.com clarifing your case. We'll advise you on further steps.
Do you offer gift wrapping/gift receipt?
- Unfortunately not.
Can I add different billing addres from shipping address?
- Unfortunately, we don't offer this feature yet.

When will my order be shipped?
- We usually ship orders in a max of 24 hours from receiving your order. If you feel your order hasn't been shipped within this duration, please contact our customer service here, or send us at support@uspoloeg.com
When will my order be delivered?
- For Greater Cairo and Giza, orders are delivered in 2-3 business days.
- For Alexandria, orders are delivered in 3-5 business days
- For other governorates, delivery might take up to 7 business days.
- If you feel your order hasn't been shipped within this duration, please contact our customer service here, or send us at support@uspoloeg.com

How can I track my order status?
- If you have created an account, you will be able to check your order details from "My Account" page under "Order History" tab.
- In case you checked out as a guest, you can send us at support@uspoloeg.com and we will update you with your order status.
I don't find my neighborhood in the aera menu under address section:
- We try to update our neighborhoods list every now & then to make sure we accomadate every zone. However, if you see your neighborhood isn't listed, please select the nearest zone possible and make sure to clearly write your address and clarify to the courier your exact location once you receive a call.
How much will I be charged for shipping?
- Shipping charges are stated in this page, with the rate for each zone.
Can I open the package before receiving the order?
- We are sorry, we don't allow the order to be unsealed except after accepting receipt of the order & paying for it.
- If you have a problem with the size or you didn't like the product, you can request a return and we'll send the courier to pick the return from you.
My order status changed to "Delivered" although I didn't receive it.
- In case you receive a notification that you order was delivered, yet you didn't receive it, please report this incident instantly and send us at support@uspoloeg.com
I want to report a courier behavior, whom should I contact?
- We'll be happy to listen to your concern through contacting our customer service here, or sending us at support@uspoloeg.com
I realized I entered the wrong address/mobile number, what should I do?
- No worries, you can send you delivery correction note to our customer support team at support@uspoloeg.com and we'll communicate the update to the courier.

What are the payment methods alternatives available on the website?
- We offer on-door cash paymet
- We offer a number of prepaid e-payments, namely:
  - Visa/Mastercard
  - Bank installments
  - valU
  - Premium
  - Sympl
  - Mobile Wallets
I'm having trouble with online payment
- In case you face any issue with the online payment, or the website failed to redirect to the payment screen, please send us immediately at support@uspoloeg.com
I received a text message from my bank/payment provider confirming order amount deduction but my order isn't confirmed yet!
- In the event of not receiving your order confirmation upon successfully paying for your order, please don't hesitate to contact us at support@uspoloeg.com and we'll either confirm your order and process it if you're still intersted or give a full refund in case you'd like to cancel.
Do you charge extra fees for COD payments?
- No, ther are no extra processing fees for COD payment.
Can I pay by card on delivery? Can I request a POS machine from the courier to process on door card payment?
- Because we deal with several couriers, we cannot guarantee that each time you'd like to request a POS machine from the courier, it will be available. Therefore we recommend that if you don't have the amount available in cash. It's better to pay online. Our payments are 3D secure and 100% refund is guaranteed.

How do I cancel my order?
- If you have created an account before placing your order, you can go to "My account" under "My orders" tab, you'll be able to see "cancel" button next to your order.
- If you haven't created an account, you can send us at support@uspoloeg.com and we'll cancel the order for you.
Can I cancel my order anytime?
- You are allowed to cancel your order as long as it's not shipped yet. After shipping your order, we are unable to cancel it from our side.
I want to cancel an order that I paid online, how & when will I be refunded?
- We issue the refund immediately after receivng your cancelation notification. However the refund gets processed in 10 working days. The refund will be issued on the same card/payment method you purchased through.
Can I cancel item(s) from my order?
- Currently, we dont offer partial cancelation. If you don't like an item in your order or you need to amend something, you can cancel the entire order and place a new one.
Where can I find your refund policy?
- You can check our refund policy here.
Can I return an item if the tag has been removed?
- Unfortunately not, as per our policy, returns will be rejected if the item is not at original condition with tag attached.
My order is damaged, can I return it?
- If you received a damged item, kindly report to us immediately at support@uspoloeg.com with a clear product image and we'll process your retrun free of charge with 100% refund including the delivery fees you paid for.
Are there any charges for the return?
- Yes, while picking up your return, you will be charged for the return fee. To check ho much you will be paying as a return processing charge, please visit this page.
Can I return part of my order?
- We do offer partial returns. However due to other payment providers' policies, we cannot process any partial refund for orders paid in bank installemts, valU, Sympl or Premium. Please beware that if you have paid your order in installments, then you have to return the entire order.
Can I exchange an item online?
- Unfortunately we don't offer exchanges. To facilitate things for you, we only offer returns for now.
Can I exchange/return my order at any of your stores?
- Unfortunately, you cannot exchange or return your online order at any of our stores. Please respect the fact that our stores staff won't be able to help you in the event that you attempted to return exchange at store. If you'd like to return your order, please stick to the online return steps.
How do I request a return on the website?
- To facilitate things for you we try to keep our return proces simple and easy.
  - If you are a registered customer, you will have all your orders history under "My account" > "My Orders" tab. There you can click on "return" button next to your order ID, in case you'd like to return the entire order. You'll be asked to fill a simple form about the reason for your return and that's it! In case you'd like to return item(s) from the order, you'll exapnd the order details and click on "Return" button next to the item you wish to return.
  - If you don't have an account, you can send us at support@uspoloeg.com with email subject "Return Request" clarifing the below needed info:
    - Your Order ID
    - Item(s) you'd like to return & Qty
When will my return be picked up?
- Returns are picked up by the courier within 5-10 days from receiving your return request.
How & When will I receive my refund?
- For cash-on-delivery orders:
  - You shall receive your refund via an electronic method not in cash. Upon receiving your return, customer care team will contact you in a maxmimum of 7 days to check the best electronic method that suits you for transferrring your refund. Electronic means could be "Instapay", mobile wallets, Fawry, or bank transfer. Refunds are processed immediately upon issuing them.
- For orders paid online:
  - You shall receive your refund on the same card/payment provider app you used. Refunds are processed within 10 days of receiving the returned items.

Be The First To Know