Your order, handled with care.

1. Delivery Coverage

Delivery is currently available across the Arab Republic of Egypt, excluding North Sinai.

Certain remote areas or locations outside the shipping company’s regular service coverage may require additional delivery time or special arrangements. EVE HUB reserves the right to contact the customer before shipping to clarify any difference in delivery cost or availability.

If the shipping company is unable to reach a particular area, we will contact the customer to discuss the available alternatives.

2. Shipping Fees & Estimated Delivery Times

AreaShipping FeeEstimated Delivery TimeCairo & GizaEGP 702–3 business daysAlexandriaEGP 752–4 business daysDelta & Canal CitiesEGP 852–4 business daysUpper Egypt & Red SeaEGP 1002–4 business daysNew Valley, South Sinai, Sharm El Sheikh & Marsa MatrouhEGP 1402–4 business days

All stated delivery times are calculated in business days and begin on the business day following order confirmation. The day on which the order is confirmed is not counted as the first delivery day.

The delivery times above are estimates under normal operating conditions and are not guaranteed delivery deadlines. They may change during public holidays, seasonal periods and promotions, unusually high shipping volumes, adverse weather conditions, road closures, emergencies, or any other operational circumstances beyond EVE HUB’s reasonable control.

3. Order Confirmation Before Shipping

After an order is placed, the EVE HUB team will contact the customer to confirm the order and delivery details by message or telephone call, depending on the circumstances.

The confirmation process may include reviewing:

• Customer name.
• Phone number.
• Delivery address.
• Products and quantities.
• Order value.
• Shipping fees.
• Payment method.

If we are unable to reach the customer to confirm the order, we may continue attempting contact for up to 3 days.

If the customer does not respond or the order cannot be confirmed within this period, EVE HUB reserves the right to cancel the order automatically without any obligation to continue reserving the ordered products.

Order confirmation does not necessarily mean that the order has already been handed over to the shipping company. The order status will depend on its current preparation stage.

4. Order Modification or Cancellation

Customers are strongly encouraged to carefully review the products, delivery address, and phone number before confirming an order.

If a customer wishes to modify or cancel an order, they should contact us as soon as possible.

If the order has not yet entered the shipping stage, we will attempt to accommodate the requested modification or cancellation depending on the order status and operational feasibility.

Once an order has been prepared and handed over to the shipping company, it may no longer be possible to stop or immediately modify the shipment.

If an order is cancelled or refused after it has already been shipped for a reason that is not attributable to an EVE HUB error, a defective product, or another matter for which EVE HUB is legally responsible, the customer shall bear the applicable shipping and return shipping costs according to the circumstances.

5. Changing the Delivery Address After Shipping

Customers are responsible for providing an accurate delivery address and valid phone number when placing an order.

If a customer requests a change of delivery address after the order has already been shipped, we will attempt to coordinate the change with the shipping company whenever reasonably possible.

If changing the area or governorate results in a difference in shipping cost, the customer will be responsible for the actual difference in cost.

If incorrect information or an address change results in the shipment having to be redirected, returned, or shipped again, the customer may be responsible for any additional costs resulting from that change, depending on the circumstances.

6. Delivery Attempts

The shipping company will attempt to contact the customer to complete delivery.

Delivery may be attempted up to 3 times over a period of up to 5 days, according to the shipping company’s operating procedures.

The customer is responsible for:

• Providing a correct and reachable phone number.
• Responding to the shipping company.
• Providing a clear and accessible delivery address.
• Coordinating with the courier to receive the order during the delivery period.

If delivery cannot be completed due to repeated failure to respond, customer absence, incorrect information, failure to cooperate with the courier, or refusal to receive the order despite there being no issue with the shipment, the order may be returned to EVE HUB.

In such cases, the applicable shipping cost remains the customer’s responsibility whenever the failure to complete delivery is attributable to the customer rather than EVE HUB.

7. Refusal to Receive a Confirmed Order

Every confirmed order is prepared, packed, and handed over to the shipping company based on the customer’s confirmation.

Accordingly, if a correct and matching order is refused after it has been dispatched for delivery, without any defect, damage, discrepancy, or other reason for which EVE HUB is responsible, the shipping fee remains payable by the customer.

For orders paid electronically, no refund for the products will be processed before the shipment has been returned to EVE HUB, inspected, and confirmed to be complete, intact, and free from tampering. Shipping and return costs will be handled according to the applicable legal rules and the actual circumstances of the order.

For Cash on Delivery orders that are refused without a legitimate reason, EVE HUB reserves the right to record the failed delivery against the customer’s account.

Repeated Uncollected or Refused Orders

To protect our operations from fraudulent, non-genuine, or repeated orders that result in shipping costs without completion of the purchase, EVE HUB reserves the right, to the extent permitted by law, to take protective measures in relation to accounts or phone numbers displaying repeated patterns such as:

• Confirming orders and repeatedly refusing delivery.
• Repeatedly failing to respond after an order has been shipped.
• Repeatedly providing incorrect information.
• Repeatedly placing orders without a genuine intention to receive them.
• Documented indications of abuse of shipping, return, or refund services.

Such measures may include:

• Disabling Cash on Delivery for the customer.
• Requiring advance electronic payment for future orders.
• Requiring settlement of outstanding shipping costs before accepting another order.
• Declining future orders where there are operational grounds or reasonable indications of abuse, to the extent permitted by law.

These measures are not intended to affect genuine customers acting in good faith. They are designed to protect the service from misuse and preserve our ability to provide reliable service to genuine customers.

8. Cash on Delivery

Cash on Delivery is available for eligible orders.

Payment will be collected at the time of delivery through the shipping company’s courier using the payment method available and accepted by the shipping company at the time of delivery.

EVE HUB is not responsible for any money transferred to personal phone numbers, accounts, or payment details outside the official payment instructions provided for the order.

9. Inspecting the Shipment in Front of the Courier

To protect both the customer and EVE HUB, we strongly recommend inspecting the shipment in front of the shipping company’s courier and before the courier leaves.

For the purpose of this policy, inspection means:

Opening the external shipping package or courier bag only in order to verify:

• The number of products received.
• That the ordered products are present.
• That there is no clearly incorrect product.
• That there is no visible breakage, leakage, or damage.
• That the external condition of the products appears intact.

Very Important

During inspection, the customer must not open, remove, cut, damage, or interfere with any:

• Product shrink wrap or security packaging.
• Seal.
• Safety Sticker.
• Closing sticker.
• Factory seal.
• Sealed original outer packaging.
• Product carton secured with a seal or security sticker.
• Any other closure or protective feature indicating that the product has not been opened.

Inspection in front of the courier is not a product trial and does not permit the opening of original sealed product packaging.

If a product is protected by a factory closure or any original security feature, that closure must remain completely intact during inspection.

10. If an Issue Is Discovered During Inspection

If the customer opens the shipping package in front of the courier and discovers:

• A product different from the one ordered.
• An obvious missing item.
• A broken product.
• Visible leakage.
• Clear damage that occurred during shipping.
• Any other visible issue that makes the shipment inconsistent with the confirmed order,

the customer should not use, alter, or open any product seals and should contact EVE HUB immediately.

Depending on the circumstances and customer service instructions, the customer may refuse to receive the shipment.

If it is established that the issue was caused by EVE HUB or occurred during shipping and was not caused by the customer, the customer will not be charged additional shipping fees in order to correct that issue.

A replacement or other appropriate solution will be arranged without requiring the customer to bear shipping costs resulting from the same error.

11. Obligation to Inspect the Order Immediately Upon Receipt

Customers must inspect their orders as soon as they are received.

Any claim relating to:

• Missing products.
• Receipt of an incorrect product.
• Visible breakage or leakage.
• Visible packaging damage.
• Visible tampering with the shipping package.
• Any issue that could reasonably have been identified through immediate inspection upon delivery,

must be reported to EVE HUB immediately and no later than 24 hours from the time the shipment is received, together with clear photos or video showing the condition of the shipment, the product, and its packaging.

Failure to report such an issue within this period may make it impossible for EVE HUB to accept a claim relating to the condition of delivery, missing items, or visible damage, because the condition of the shipment at the time of delivery can no longer be reliably verified after that period.

This does not affect any mandatory legal rights relating to product defects that could not reasonably have been identified through visible inspection at the time of delivery.

12. Delivery to Another Person or Requesting the Shipment to Be Left Unattended

If the customer chooses to:

• Have another person receive the order on their behalf.
• Have the order delivered to building security, reception, a relative, colleague, or another third party.
• Ask the courier to leave the shipment outside the home or at the door.
• Ask the courier to leave the shipment at an agreed location without personally inspecting it,

this will be considered the customer’s chosen method of delivery.

In such circumstances, it may become difficult for EVE HUB to subsequently verify claims relating to the visible condition of the shipment at delivery or determine when any external damage or visible shortage occurred.

We therefore recommend that customers do not request unattended delivery and that orders are received and inspected directly.

EVE HUB may be unable to accept claims relating to external damage, visible shortages, or the condition of the shipping package at the time of delivery where the shipment was left according to the customer’s instructions or received by a third party without the issue being documented at delivery, without prejudice to any mandatory rights granted by law.

13. Documentation of Order Preparation

To protect both the customer and EVE HUB, documentation procedures may be followed during order preparation.

EVE HUB may photograph the contents of an order after preparation and before the final shipping package is sealed, and such documentation may be linked to the relevant shipment details or shipping waybill where necessary.

This documentation may be used when reviewing any claim relating to:

• Missing products.
• Incorrect products.
• Product quantities.
• The external condition of products at the time of preparation.
• The packages included in the order.
• Whether the prepared shipment matched the confirmed order before being handed to the shipping company.

In the event of a dispute, EVE HUB may review order records, preparation photographs, shipping waybills, and any other available operational information in order to determine the circumstances accurately.

14. Suspected Tampering or Product Substitution

To protect the safety and integrity of beauty and personal care products, EVE HUB reserves the right to inspect any product returned to us before approving an exchange or refund.

Depending on the nature of the product, the inspection may include verification of:

• Barcode.
• Batch / Lot Number.
• SKU.
• Packaging appearance.
• Seals.
• Factory shrink wrap.
• Safety Seal.
• Labels and stickers.
• Carton contents.
• Accessories or included components.
• Packaging condition.
• Any other available identifying features.

If a returned product differs from the product originally dispatched, or if there are reasonable indications of product substitution, tampering with the contents, seals, packaging, or identifying information, EVE HUB reserves the right to suspend the return or refund request until the review has been completed and to take any necessary steps to protect its rights in accordance with applicable law.

15. Large Orders & Split Shipments

Certain orders containing a large quantity or volume of products may need to be divided into more than one parcel or shipment due to shipping company requirements.

If the decision to divide an order is made by EVE HUB for operational reasons and was not requested by the customer, the customer will not be charged shipping fees exceeding the amount agreed upon when the order was confirmed.

EVE HUB will bear any additional shipping cost resulting solely from its decision to divide the order.

16. Free Shipping Promotions

From time to time, EVE HUB may offer:

• Free shipping.
• Discounted shipping.
• A minimum order value qualifying for free shipping.
• Special shipping offers for particular governorates, campaigns, or promotional periods.

Such offers are temporary promotional benefits and do not constitute a permanent shipping policy or ongoing entitlement.

The terms announced for the applicable promotion at the time the order is placed will apply.

17. Circumstances Beyond Our Control

We make every reasonable effort to deliver orders within the estimated timeframes. However, certain circumstances beyond our control may result in delays, including but not limited to:

• Public holidays and official closures.
• Seasonal periods, sale events, and unusually high order volumes.
• Adverse weather conditions.
• Road closures or disruptions.
• Delays by the shipping company.
• Emergencies.
• Failures or interruptions affecting operational or communications systems.
• Governmental or security-related procedures.
• Remote delivery areas.
• Force majeure events or other unforeseen circumstances beyond EVE HUB’s reasonable control.

In such cases, we will cooperate with the shipping company to attempt to complete delivery as soon as reasonably possible, while preserving any mandatory rights granted to the customer by applicable law where relevant.

18. Our Approach to Delivery Issues

Our strict delivery, inspection, and documentation procedures are intended to protect both parties and prevent misuse. They are not intended to allow EVE HUB to avoid responsibility for genuine errors.

If, after review, it is established that the customer received an incorrect, missing, or damaged product as a result of an error by EVE HUB or the shipping process, we will take responsibility for correcting the issue in accordance with the circumstances and applicable legal rights, without requiring the customer to bear additional costs resulting from an error they did not cause.

At the same time, EVE HUB reserves the right to reject claims that are unsupported by sufficient evidence, conflict with documented order preparation and shipping records, or show indications of tampering, substitution, fraud, or misuse, to the extent permitted by law.

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Please keep your order number and any relevant photos or videos relating to the shipment until your case has been fully reviewed.