BACKPACK

Delivery Coverage

FRG delivers to all governorates across Egypt.

Delivery Time

• Standard delivery takes 3–5 business days from order confirmation.
• Delivery times may vary for remote areas, peak shopping periods, public holidays, courier delays, or other exceptional circumstances.
• Customers are responsible for providing accurate contact details and delivery addresses to avoid delays.

Shipping Fees

• Shipping fees are calculated automatically at checkout based on the delivery address.
• Applicable shipping charges are displayed before completing the order.

Delivery Issues

If you experience any issues with your delivery, please contact FRG Customer Service via WhatsApp or email at support@frg-eg.com.

If an issue is caused by FRG, including an incorrect item, a fulfillment error, or an eligible confirmed product defect, FRG will cover the applicable return shipping costs.

At FRG, we aim to provide a smooth and transparent return and refund experience for all customers.

Return Eligibility

Customers may request a return within 14 days of receiving their order, subject to the following conditions:

• Products must be unused, unworn, and in their original, resalable condition.
• Products must be returned in their original packaging, with all tags, labels, and included accessories intact.
• Sale and discounted items are eligible for returns under the same applicable conditions.
• Return requests must be submitted through FRG Customer Service via WhatsApp or email at support@frg-eg.com.

For eligible returns, FRG will arrange courier pickup. All returned products are subject to warehouse inspection before final approval.

Refund Processing

Once the returned product has been received, inspected, and approved by our warehouse team, the refund process will begin.

• Refund timeframe: Approved refunds are processed within 7–14 business days following successful warehouse inspection.
• Card payments: Refunds will be issued to the original payment method used at checkout.
• Cash on Delivery (COD): Refunds will be processed through bank transfer using the banking information provided by the customer.

Actual refund availability may depend on the customer's bank or payment provider.

Return Shipping Fees

Return shipping charges depend on the reason for the return:

• Change of mind: Applicable return shipping fees will be charged in accordance with FRG's return policy.
• Incorrect items or fulfillment errors: FRG will cover the applicable return shipping costs.
• Confirmed manufacturing defects: FRG will cover the applicable return shipping costs for defects verified through the quality-control process.

Exchanges & Defective Products

FRG does not currently offer direct online exchanges through its delivery service.

Customers wishing to change a product may request a return in accordance with the return conditions and place a new order for their preferred item.

For products reported as defective, FRG's Quality Control team will assess the issue to determine the appropriate resolution, which may include a return, refund, or exchange, depending on the assessment outcome and applicable requirements.

Partial Returns & Promotional Offers

Partial returns are permitted where the conditions of the original purchase and any applicable promotion allow them.

For orders placed under promotional offers, including Buy One Get One (BOGO), bundles, multi-buy discounts, or minimum-spend promotions, returning one or more items may affect the original discount.

If the remaining items no longer meet the promotion's eligibility requirements, the refund amount may be recalculated based on the original promotional terms.

Non-Returnable Products

Certain product categories may be excluded from standard returns according to FRG's approved category-specific policies and applicable legal requirements.

Any applicable exclusions will be subject to relevant consumer protection rights.

Contact Customer Service

For return requests, refund inquiries, or assistance with defective products, please contact FRG Customer Service:

Email: support@frg-eg.com

WhatsApp: Through our official customer service channel.

Please provide your order number, registered mobile number, and a brief description of your request to help us process it efficiently.