Our promise
Every item on Vatrina is confirmed in stock before you can buy it, and your payment is held safely in escrow until your order reaches you. If your order arrives wrong, damaged, or not as described, you're fully covered.
Returning an item
You can request a return within 14 days of delivery. To be eligible, items should be:
- Unworn and unwashed, in their original condition.
- Returned with tags and original packaging where possible.
For hygiene reasons, a few things can't be returned unless they're faulty — for example underwear, swimwear, and pierced jewellery — along with any clearly marked final-sale items. The product page will say if an item can't be returned.
How to start a return
Open your order in the Vatrina app and choose Return, or email support@vatrina.app with your order number and what went wrong. We'll guide you through the next steps and arrange collection or drop-off.
Your refund
Once the brand receives your return and checks it's in the right condition, we release your refund to the way you paid:
- Card: back to the card you used.
- InstaPay: back to your account.
- Cash on delivery: by bank transfer or InstaPay, since there's no card to refund.
Refunds are usually processed within 5–10 business days of us receiving the returned item. Your bank may take a little longer to show it.
Wrong, damaged or faulty items
If the mistake is ours or the brand's, we cover the cost of return and give you a full refund or a replacement — your choice. Please tell us within 14 days of delivery so we can sort it out quickly.
Cancelling an order
Changed your mind? You can cancel before your order is dispatched and you won't be charged. Once it's on its way, just follow the return process above after it arrives.
Delivery fees
If a return is because of a mistake on our side or the brand's, delivery is on us. For change-of-mind returns, the original delivery fee may not be refundable, and a small return collection fee may apply — we'll always tell you upfront.
Your consumer rights
This policy is in addition to your rights under Egyptian consumer protection law — it never replaces them. Questions about an order? See our Terms of Use or just email us.