WORKING DAYS/HOURS
SATURDAY - THURSDAY / 10:00AM - 07:00PM

We generally deliver all orders within 3-5 working days, except for customized or made-to-order products. However, most orders arrive within 1-3 working days. This is due to the possibility of occasional delays caused by shipping processes, which are entirely beyond our control.

When your order is shipped, we will immediately send you an email containing a tracking number. Using this number, you will be able to know where your item is and when it is going to arrive for you.

In case you did not receive this email, please email us at info@softtiles.net

This depends on the area you are ordering from. If you order from outside Egypt, for instance, you will be charged with VTA duties. In other words, you will be liable for all import duties, customs, and taxes.

Please be aware that softtiles.net does not have any control over any duties, customs and taxes levied by the country your order is being shipped to. We cannot advise you what the cost will be as these charges can vary according to country.

Since these fees are not computed nor applied to orders by softtiles.net, please contact your local customs office to find out more information if you are unsure of the charges.

We always work hard to ensure that all items are of the highest quality and guarantee our customers a great brand experience. However, if the item you received is damaged or faulty, please follow these steps:

1. Contact Us Immediately: Reach out to our customer service team at info@softtiles.net or call our support line on 00201022811682 within 48 hours of receiving the item. Provide your order number and a description of the issue.
2. Provide Proof: Include clear photos or videos showing the damage or fault in the item. This helps us assess the situation quickly.
3. Resolution Options: If the item is confirmed as damaged or faulty, we will offer a replacement or full refund, depending on your preference.
4. Return Shipping: If a return is necessary, we will provide instructions, and any return shipping fees for faulty items will be covered by us.

We are committed to ensuring your satisfaction and will resolve the issue as quickly as possible.

Our returns policy is designed to make the process simple and hassle-free. Here’s how it works:

Eligibility for Return:

• Items must be returned in their original condition, unused, and with all original packaging intact.
• Returns are typically accepted within 14 days of the purchase date.

Non-Returnable Items:

• Customized or made-to-order products.
• Items that have been used, damaged, or altered after delivery.

How to Initiate a Return:

• Contact us at info@softtiles.net or through our customer service line on 00201022811682 to request a return.
• Provide your order number and reason for the return.

Return Shipping:

• The customer is responsible for return shipping costs unless the item is faulty, damaged, or incorrect.
• Ensure the item is securely packaged to avoid damage during transit.

Refunds and Exchanges:

• Once the returned item is received and inspected, we will process a refund, exchange, or store credit, depending on your preference.
• Refunds will be credited to your original payment method within 5-7 working days.

View full Return & Exchange Policy From Here

If you have any further questions about our returns policy, please feel free to reach out to our team.

Contact Customer Service:

• Email us at info@softtiles.net or call our customer service team on 00201022811682.
• Provide your order number and a brief description of the reason for the return.

Wait for Approval:

• Once your request is reviewed, we will provide you with return instructions, including the return address and any specific requirements.

Prepare the Item:

• Ensure the item is in its original condition with all packaging and accessories included.
• Securely pack the item to prevent damage during shipping.

Ship the Item:

• Follow the provided instructions to send the item back.
• You may need to cover the return shipping cost unless the item is faulty or incorrect.

Refund or Exchange:

• After the item is received and inspected, we will process your refund, exchange, or store credit, as per your preference.

Feel free to reach out if you have additional questions or need assistance with your return!

Currently, we deliver to the Middle East. We have collaborated with a variety of shipping companies to guarantee reaching our customers easily.

The cost of delivery depends on the following factors:

• Local Orders (within the same country): Delivery fees vary based on the distance and size of the order.
• International Orders: Charges depend on the destination country, order size, and weight. Additional customs fees or taxes may also apply.
• Order Size and Weight: Larger or heavier items may incur higher delivery charges.
• Promotions or Offers: Sometimes, delivery is free as part of a promotion or if your order exceeds a certain value.

For an exact delivery cost, please check during the checkout process or contact our customer service team for assistance.

Absolutely! softtiles.net uses a variety of technological security methods to ensure a safe payment for our customers. In addition, our privacy policy indicates that we do not store any credit card details, nor do we share your personal information with any third party.

However, if you are still concerned with placing your order, please contact info@softtiles.net and we will contact you regarding an alternative method to place your order!

To reach our team you can use the 24/7 Live Chat on the website or email us at info@softtiles.net or call at 00201022811682

Yes, we do if you need a tailored item, please contact us on 00201022811682, or send us your inquiries and specifications to info@softtiles.net