Customer Service

 



Shipping & Delivery
    • Currently we only delivery within Egypt. However, for customers purchasing from Mashmama.com from other destinations, we can accommodate international delivery on a case by case purchase. If you wish to make an international purchase you can send an email to hello@mashmama.com.
    • Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum but we rely on your kind consideration for time allowed by the payment gateway.
    • We aim to deliver your chosen items to the place and person of your choice, in perfect condition and in the shortest possible time. Our delivery charges are dependent on your shipping destination. Please refer to our delivery section to view timing and costs. All purchases are insured by us while in transit until it is delivered to you. If you wish to track your order please refer to your account with Mashmama, or email us at hello@mashmama.com and we will assist you.
    • Our delivery time starts from the moment an order is accepted and includes a 24 hour period whereby your items will be processed and dispatched by our warehouse. Please note that it can take up to 48 hours for shipments to be dispatched during sale periods, seasonal promotions and/or public holidays.
    • Delivery rates and schedules can be found here. All orders above EGP 2,000 will be delivered free of charge to any location within Egypt. The delivery charges may change if there is a promotion during the time of delivery. All promotions will be communicated to the customer on the Mashmama website and social media.

Privacy & Security
    • Mashmama collects personal information in several ways when you place an order, buy a gift voucher for a friend or register with Mashmama.com. By registering, you are in consent for disclosure of your personal data. If an order is placed with us, we need to hold personal information including your name, email address, phone numbers, home address, shipping and credit/debit card billing address (es) so that we can process and fulfill your order.
    • Saved card details will never be shared with third parties and will only be used to process your order, using Mashmama’s secure payment gateway system. Additionally we may also obtain information as a result of authentication or identity checks. Sometimes we may ask for your telephone number. This number may be given to our courier for delivery services. These details allow us to process your order and to let you know the status of your order.
    • Mashmama may use your personal information for the processing of orders, payments and to provide you with a personalized shopping experience. We will also use your details to fulfill and deliver your orders and manage your account. Personal information that you provide may be disclosed to a credit reference or fraud prevention agency, which may keep a record of that information. Your personal information may also be shared with other trading divisions within Astroqueen Company. Where there is a legal obligation to do so, we may disclose your information to any relevant regulatory body. (Banks, tax authority etc…)
    • We may also use your personal information to send you marketing updates but only ever in accordance with your preferences (as detailed in the next section). We do not sell your details to third party marketing companies.
    • We do collate information about site traffic, sales, wish lists, and other commercial information which we may pass on to third parties but this information does not include any information which can identify you personally.
    • Finally, we may use your personal information for our internal marketing and demographic studies, together with non-personal data to monitor customer patterns so we can consistently improve our site design to better meet our visitors' needs.
    • If for any reason you are concerned that the personal information held by Mashmama is incorrect, please visit the website and, after logging into the site using the "LOG IN" menu on the home page, your personal information will be made available for review and change in the "My Account" section. Only you or, upon your request, the Mashmama Customer Care team, may access your personal data from the website using your password and User ID.  
    • Information may be changed online within My Details, Shipping Details, and My Email Preferences. You can change or delete saved credit/debit card details each time you make a purchase. You will also be able to delete saved credit/debit card details by adding or editing a shipping/billing address. If you change your billing or shipping address while your order is still being processed, the order will be re-processed through security validation checks. If you prefer, you may contact us by email at hello@mashmama.com and we will amend your personal details.

Returns & Replacements
    • To return or exchange an item please email us at hello@mashmama.com
    • Customer satisfaction is always our top priority, and as such we handle each query on an individual basis to the best of our ability. Before your purchase leaves our warehouse, it is fully checked and controlled by our packing team. If you receive an item which is damaged, please contact us immediately by phone on +2012-12333889 or send us an email at hello@Mashmama.com.
    •  According to Article 8 in THE CONSUMER PROTECTION LAW ENACTED BY LAW NUMBER 67 OF 2006 exchanges and returns are accepted up to 14 days from receiving the purchase with no additional costs unless one of the following conditions apply:
      • If the brand labels and/or Mashmama plastic tags are torn away or damaged or taken off and re-sealed or sown back the item will not be eligible for return or exchange.
      • Worn products are not eligible for return or exchange
      • For lingerie and swimwear – the hygienic transparent label should be in place at the time of return or exchange.
      • If you have received an item from Mashmama.com as a gift and the item is unsuitable, we will happily exchange it for the same value in EGP. This will only be possible if the item still has its tag and is undamaged, unworn and in excellent condition with its tag attached
      • Please note that items that are damaged as a result of wear and tear are not considered to be faulty and will not be returned or exchanged
      • Sale, promotional and discounted items are NOT eligible for return or exchange.
    • There is no charge to exchange items for a different size, however all exchanges are based on stock availability. Therefore if the item is out of stock, exchange for a different item will be permissible, and the option of store credit will also be available by Mashmama. 
    • Refunds will be credited to the original payment method or as store credit to your Mashmama account.
    • If payment was made through a debit/credit card, the refund can take up to 15 business days to be reflected in the customer’s card due to varying processing times between payment providers. The refund process will only commence once the returned item is received and checked. Any delays in refund is not Mashmama’s responsibility and the customer should revert back to his/her corresponding bank.
    • If payment was made in cash upon delivery, the Mashmama team will contact the customer, schedule the appointment, to deliver the refunded cash. The refund time will be pending customer availability in person.
    • For all exchanges and refunds the following must apply:
      • Customer must be available in person to handover the returned items to Mashmama’s delivery team.
      • The delivery team will review the status of the returned item and will check that item is not worn, torn, labels and tags are in place, and the original invoice is available.
      • Customer will sign the release form for returning the item and will receive payment back in case of refund (that is if the customer originally paid in cash). A refund on the debit/credit card will take place as per the above terms. 

Ordering
    • Use the icons on the headers, for example “Maternity” or “Best Sellers” and a drop down menu will appear where you can go directly to “Top” or “Jeans” or click on the title header and you will be taken to the items page.
    • Once you have found an item you wish to purchase, select your color, style and size then click on the ADD TO CART button underneath each item.
    • Review the items in your shopping bag by clicking the cart icon in the shape of a baby stroller at the top right hand side of the page. You can use the “X” link next to the price to delete items from your shopping cart.
    •  Click on PROCEED TO CHECKOUT to complete your order.
    • Please be aware of the following:
      •  Item color clarity will depend on your personal monitor and we therefore cannot guarantee the accuracy of the exact color purchased.
      • If we are unable to fulfil your order following our order acknowledgement, we will contact you by email or telephone advising you of this.
      • We will try to keep our Website as up to date as reasonably possible but cannot guarantee that any particular Item will always be available. If we cannot supply any Item purchased we will release any authorized amount that was debited from your debit/credit card.
      • Mashmama is an online store therefore pre-viewing and/or fitting prior to purchase is not available. Please note that a size chart is provided for each branded item on the website which will reflect exact size of purchases.
    • We may not accept your order if :
      • An item you have ordered is out of stock.
      • If your debit/credit card is invalid and/or expired
      • We are unable to obtain authorization for your payment.
    • We reserve the right to reject any offer to purchase by you at any time and at our sole discretion.

Payment
    • We currently accept any Visa, and MasterCard debit and credit cards..
    • We take reasonable care to make our Site secure. All credit/debit card transactions on this site are processed using Cyber Source through Arab African International Bank  (AAIB), a secure online payment gateway that encrypts your card details in a secure host environment. If you are a registered Mashmama.com user, we will securely store your credit/debit card details on our systems.
    • Furthermore, we take reasonable care, in so far as it is in our power to do so, to keep the details of your order and payment secure, but in the absence of negligence on our part we cannot be held liable for any loss you may suffer if a third party procures unauthorized access to any data you provide when accessing or ordering from the Site.
    • Your debit/credit card issuer and/or bank may undertake an additional security check to confirm that the card holder is making the order.
    • All debit/credit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses, or subsequently refuses to, or does not, for any reason, authorize payment to us, we will not be liable for any delay or non-delivery.
    • Mashmama is happy to deliver your order and receive payment upon delivery in cash. We currently do not offer credit card payment upon delivery.
    • In case of cash payment, customers must adhere to the following:
      • Payment amount must be available upon delivery in Egyptian Pounds
      • Mashmama delivery staff are not authorized to exchange any currency to Egyptian Pounds
      • Cash payment must be in full, Mashmama does not accept partial payments, or payments on installments. If the full purchase payment is not available, Mashmama will withhold the purchases until payment is made.
      • Customers will be contacted prior to delivery of purchases to ensure their availability at delivery location and time. In case delivery was scheduled and made, the customer was not available to receive purchases and pay, Mashmama will have to charge the customer for the next delivery slot. The charge will vary depending on the location of delivery. Refer to schedule of charges.
      • Mashmama delivery staff are not obligated to handover purchases before full payment and invoice signature are made. Staff is also not responsible for waiting for the customer to try on the purchases, they only deliver the purchase, collect the payment and signed invoice, and leave.
      • Mashmama reserves the right to reverse the purchase if any of the above mentioned points are not fulfilled.