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Customer Terms of Use
alnol is a venue where you can purchase unique goods directly from talented Designers in Egypt and eventually in the Mena region. Whether you are looking for premium handmade or locally designed items and supplies from different styles and art schools, we want you to have a unique experience shopping on alnol. Please read on to learn more about your rights and what is expected of you as a Customer. This policy is a part of our  General Terms of Use. 

1. Understanding alnol’s Limitations

alnol provides a platform for customers to discover and purchase from Designers in different places. It is important to note by shopping on alnol; you understand that:

alnol is a facilitator between you and one of the many talented Designers on alnol;

alnol does not design, own the products of any of the Designers unless or otherwise it is explicitly mentioned that an item is sold by alnol, but we guarantee you a twelve-month warranty for all products sold on our platform. As a member of the community, you have the opportunity to flag an item or a shop that violates any of alnol’s policies. Flagging is confidential. Please send this type of communication to contact@alnol.com .

2. Communicating with Other alnol Members


You can use alnol’s Messages (“Messages”) tool to communicate directly with alnol’s customer support team. Messages are a great way to ask Designers any questions about an item or an order. Messages may not be used for the following activities:

Sending unsolicited advertising or promotions, requests for donations, or spam;

Harassing or abusing another member or otherwise violating our  General Terms of Use Policy;

Contacting someone after they have explicitly asked you not to; or Interfering with a transaction or the business of another member.

We are exchanging personal contact, financial or other information to evade the checkout process on alnol, including phone number, address, email, social media handles, external URLs, instructions for money transfer, etc. 


Interference occurs when a member intentionally interferes with another member’s shop to drive away their business. Interference is strictly prohibited on alnol. Examples of interference include:

Contacting another member via alnol Messages to warn them away from a particular member, shop, or item;

Posting in public areas to demonstrate or discuss a dispute with another member;

Purchasing from a Designer for the sole purpose of leaving a negative review;

Maliciously clicking on a competitor's Promoted Listings ads to drain that member's advertising budget, also known as "click fraud."


Any use of alnol Messages to harass other members is strictly prohibited. Similarly, Messages may not be used to support or glorify hatred or otherwise violate our  General Terms of Use Policy . If you receive a message that violates this policy, please let us know right away.

3. Placing an order on alnol

When you buy an item or multiple items on alnol, you’re directly supporting an independently well established and talented Design business; By purchasing from a Designer on alnol, you agree that you have:

- Read the item description and alnol all related alnol policies (Including our General Terms of Use) b efore making a purchase.

- Submitted appropriate payment for item(s) purchased and Provided accurate shipping information to us to help get you served promptly.

- You also agree to comply with our alnol General Terms of Use Policy  when you use alnol Payments and our alnol Gift Card, Credits & Coupons when you purchase or redeem alnol Gift Cards alnol Credits.

-For the safety of our community and to avoid scams and fraud, all transactions must take place through the alnol checkout system, and only transactions that take place through the alnol checkout system are eligible for our case system and customer support activities and all customer rights related policies. Learn more about our fee avoidance policy as part of our Designers Terms of Use   .

It is prohibited to share contact information to evade the checkout system on alnol. However, if you need to discuss your order details with your designer, please keep your communication on alnol platform (via Messages or any other published customer-supported channels).

4. Leaving a Review of an Item

Reviews are a great way to learn about a Designer’s items, help good Designers build a strong reputation, or help warn other customers and our Designer performance review team about a poor experience.

You can leave a review, including a one to five-star rating and a photograph of your purchase, for 30 days after your item’s estimated delivery date.
If an estimated delivery date is unavailable, the review window opens after the order’s processing time and shipping time have elapsed.
You can edit your review, including the photograph, any number of times during those 30 days. Your review and/or photograph and profile information will be publicly displayed on the Designer's listing (after being reviewed by our content-control your order details team to check the compliance with our General Terms of Use Policy and review pages.

By leaving a review or photograph, you acknowledge that your content may not:

- Contain private information;

- Contain graphic, mature, or obscene language or imagery, or any content that is subject to our Prohibited items policy- Contain hateful or derogatory language or imagery, or any content that is subject to our General Terms of Use  policy;

- Contain prohibited medical drug claims;

- Contain advertising or spam;

- Contain threats, harassment, or extortion;

- Include shilling or otherwise falsely inflate a shop’s review score; or

- Undermine the integrity of the Reviews system.

- By uploading a photograph to one of alnol’s websites or alnol’s mobile app, you warrant that:
(1) Your own the picture or you have the rights or permission to use the image; Asif picture stated in alnol’s General Terms of Use.
(2) you understand that alnol has a license to use any content you provide to alnol Designers may respond to all reviews. However, designers’ responses to reviews must also comply with this policy. For example, designers may hide photographs that they do not feel accurately represent their brand or report reviews that violate our General Terms of Use.

(3) We reserve the right to remove reviews or photographs that violate our policies or  General Terms of Use.

5. General Conditions Applicable to Returns

Subject to meeting the conditions set out in this Returns and Exchanges section, alnol offers a “no questions asked" free returns policy in our General Terms of Use which allows you to return delivered items to us for a set of predefined return reasons that can be submitted online using the return menu on your order up to 14 days after the delivery of your Order, free of charge. 

To qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 14 days of order receipt with the following conditions:

Items must be an unaltered, unused, and incomplete sellable condition (or the condition they were received from our agents or us). In addition, footwear must be in brand-new condition and without any damage.

Items must be in their original packaging/box/dust-cover, and all brand and product labels/tags/instructions are still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached.

The original order confirmation must accompany the return.

Please note that some products cannot be returned as it's explained in Non-Returnable Items Clause.

6. Returns Process

Using the online return functionality, a customer can request a return of an item according to the return conditions mentioned above. In addition, items can be returned by arranging collection from your delivery address associated with your account on alnol.

7. Refund Process

Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the total face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).

Your refund will be processed via the following methods:

Cash on Delivery payments is refunded as alnol account credit. A Customer may ask alnol’s customer service to transfer the refunded amount (Store Credit) to a bank account.  

In case you paid using online payment (Credit/Debit cards), you can choose to issue a refund on your debit or credit card.

8. Item Return Policies

Damaged Goods and Incorrectly-Fulfilled Orders;

If you receive an item that is damaged or not the product you ordered, please arrange to return the item to us using the Returns Process above. The item must be returned in the same condition you received within 14 days of receipt to qualify for a full refund. Where applicable, the refund will include the original Order delivery charges, cash handling fees, taxes, and any duties. Replacements may be available depending on stock. If an item has a design issue or a defect, this item can be handled under the same return policy. If you believe your item is defective, please use online chat or any other published customer support channels on alnol. If you return an item for a reason like “I changed my mind,” you agree that alnol will refund the full purchase price, excluding shipping and handling fees. A refund is only guaranteed after a quality check on the returned items is concluded.

9. Footwear

Footwear returns will only be accepted if the items are in brand-new condition and without damaging the items or packaging. To avoid damage, footwear should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, any type of damage, and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.

10. Non-Returnable Items

All personal use products such as but not limited to, 

- Beauty and grooming items (including skincare, fragrance, make-up, and hair care)
- underwear
- face masks
- earrings
- candles
- vintage pieces

cannot be returned. Unless items are sealed, not used, and in new condition.

In addition, alnol will deduct return shipping and handling fees on all furniture orders.

11. Packaging

Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection, but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

12. Gifted Items

Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.

13. Exchanges

you can request an exchange for your order once within 14 days of delivery. However, we may reject your request if the item is not in its original condition as new. Also, some categories are not eligible for exchange, as explained above in the Non-Returnable Items clause.

We pride ourselves on the highest quality, luxury product at alnol. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team using online chat or any other communication channel published on alnol.com or email contact@alnol.com .
We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under the law or noncompliance with alnol General Terms of Use .