{"id":89,"date":"2026-07-25T19:45:29","date_gmt":"2026-07-25T16:45:29","guid":{"rendered":"https:\/\/sanabel.telrafie.com\/frequently-asked-questions\/"},"modified":"2026-09-03T20:01:04","modified_gmt":"2026-09-03T17:01:04","slug":"faq","status":"publish","type":"page","link":"https:\/\/sanabel.telrafie.com\/en\/faq\/","title":{"rendered":"Frequently Asked Questions"},"content":{"rendered":"\n

Orders and Payment<\/h2>\n\n\n\n
How do I place an order?<\/summary>\n\n

Choose the products you want and add them to your cart, then go to checkout, enter your delivery details, select a payment method and confirm your order. The total cost \u2014 including any taxes or charges due and the delivery fee, if any \u2014 is shown before you confirm payment. Once your order is confirmed, you will receive an email with the details.<\/p>\n\n<\/details>\n\n\n\n

Do I need an account to buy?<\/summary>\n\n

You can check out as a guest without creating an account. Creating an account lets you follow your orders, save your addresses and update your details at any time from My Account<\/a>.<\/p>\n\n<\/details>\n\n\n\n

What payment and shipping methods are available?<\/summary>\n\n

The available payment methods are shown at checkout. For delivery, availability, fees and any applicable minimum-order conditions are calculated according to your delivery address and displayed at checkout before your order is confirmed. Full details are in our Shipping and Delivery Policy<\/a>.<\/p>\n\n<\/details>\n\n\n\n

How do I know my order was placed successfully?<\/summary>\n\n

After you confirm your order, a confirmation page shows your order number and you receive an email with the details. If you created an account, the order also appears in My Account<\/a>. If the email does not arrive, check your spam folder and then contact us, quoting your order number if you have it.<\/p>\n\n<\/details>\n\n\n\n

Can I edit or cancel my order?<\/summary>\n\n

Contact us as soon as possible, quoting your order number. If the order has not yet been prepared or handed to the delivery company, we will amend or cancel it and refund any amount paid. If it has already gone out for delivery, you may refuse it at the door. Egyptian law also gives you the right to withdraw from a distance contract within fourteen days of receiving the product, subject to the exceptions the law provides. Details are in our Returns, Exchanges and Refunds Policy<\/a>.<\/p>\n\n<\/details>\n\n\n\n

Shipping and Delivery<\/h2>\n\n\n\n
Where do you deliver?<\/summary>\n\n

We deliver website orders within the Arab Republic of Egypt. Availability of delivery to your address, the fee and any applicable minimum-order conditions are calculated according to your delivery address and displayed at checkout before your order is confirmed. Orders outside Egypt and export enquiries are handled through wholesale orders<\/a> and quotations.<\/p>\n\n<\/details>\n\n\n\n

How long does delivery take?<\/summary>\n\n

Preparation begins once your order is confirmed, and we then contact you to confirm the expected delivery time. Timing can be affected by your delivery address, peak periods, public holidays and circumstances beyond our control. Details are in our Shipping and Delivery Policy<\/a>.<\/p>\n\n<\/details>\n\n\n\n

Can I change my delivery address after ordering?<\/summary>\n\n

Contact us as soon as possible, quoting your order number. We can change the address before the order goes out for delivery. After that, a change may require rescheduling the delivery.<\/p>\n\n<\/details>\n\n\n\n

What happens if I am not available at delivery?<\/summary>\n\n

We will try to reach you on the phone number on your order to reschedule. Please make sure your address and phone number are correct before you confirm your order. Failed-delivery details are in our Shipping and Delivery Policy<\/a>.<\/p>\n\n<\/details>\n\n\n\n

Returns and Exchanges<\/h2>\n\n\n\n
What should I do if a product arrives damaged, missing or incorrect?<\/summary>\n\n

Contact us as soon as possible with your order number and clear photographs of the product, the packaging and the label. We will review the case and either exchange the product or refund its value, and you bear no costs<\/strong> in these situations. This is a right the law gives you, and nothing in our policies reduces it.<\/p>\n\n<\/details>\n\n\n\n

Can I return a food product after opening it?<\/summary>\n\n

Food products that have been opened or tampered with, and rapidly perishable products, may fall outside the no-reason right of return, for food-safety reasons and under the exceptions provided by law. That exception does not<\/strong> apply if the product is defective, unsafe, expired or supplied in error \u2014 in those cases your right to an exchange or a refund remains in full.<\/p>\n\n<\/details>\n\n\n\n

How long do I have to return or exchange a product?<\/summary>\n\n

Egyptian law gives you the right to exchange a product, or return it and recover its value, without giving reasons and without bearing any costs, within fourteen days of receiving it, subject to the exceptions the law provides. That period extends to thirty days if the product is defective or non-conforming. Details are in our Returns, Exchanges and Refunds Policy<\/a>.<\/p>\n\n<\/details>\n\n\n\n

How are refunds made?<\/summary>\n\n

Refunds are made using your original payment method unless we agree otherwise with you, and within the period required by law. The amount may take additional time to appear in your account depending on your bank or payment provider, which is a period outside our control.<\/p>\n\n<\/details>\n\n\n\n

Products and Ingredients<\/h2>\n\n\n\n
Where can I find ingredients and allergen information?<\/summary>\n\n

Ingredients and product information are shown on each product page, and the information printed on the pack is the definitive reference. If you are allergic to a particular ingredient, please read the label on the pack before use, and do contact us with any question before you buy.<\/p>\n\n<\/details>\n\n\n\n

How should I store the products after delivery?<\/summary>\n\n

Follow the storage instructions printed on the pack. As a general rule, keep products in a dry place away from direct sunlight, and refrigerate any product that requires refrigeration after opening.<\/p>\n\n<\/details>\n\n\n\n

Where do I find the expiry date?<\/summary>\n\n

The production date and the expiry date are printed on the pack. If you receive an expired product, contact us immediately: we treat this as a non-conforming product, and you are entitled to an exchange or a refund at no cost to you.<\/p>\n\n<\/details>\n\n\n\n

Do the product photographs match the pack exactly?<\/summary>\n\n

We take care that our photographs represent the product accurately. Even so, the shape or design of the pack may differ slightly because of packaging updates. The stated specifications \u2014 such as weight, volume and ingredients \u2014 are the reference.<\/p>\n\n<\/details>\n\n\n\n

Wholesale and Export<\/h2>\n\n\n\n
Do you offer wholesale orders?<\/summary>\n\n

Yes. We supply shops, restaurants, hotels and food distributors. Send us your details and requirements from the Wholesale<\/a> page or the Request a Quote<\/a> page, and our sales team will contact you.<\/p>\n\n<\/details>\n\n\n\n

What is the difference between a retail order and a wholesale order?<\/summary>\n\n

A retail order is placed directly on the website at the quantities and prices shown, and is governed by our Terms and Conditions<\/a> and website policies. A wholesale order begins with a request for a quotation, and the quantities, pack formats, prices and supply and delivery terms are set out in a written agreement between us; those terms may differ from the terms for retail orders.<\/p>\n\n<\/details>\n\n\n\n

Do you offer export services?<\/summary>\n\n

Export orders are handled as wholesale orders and are not available for direct purchase on the website. Send us the destination country, the quantities and the pack formats you need, and we will tell you what we can supply and the regulatory requirements for each market.<\/p>\n\n<\/details>\n\n\n\n

How can I contact the sales team?<\/summary>\n\n

Through our Contact<\/a> page, or using the Request a Quote<\/a> form for wholesale orders. After you submit the form you receive a reference number; please keep it so you can follow up on your enquiry.<\/p>\n\n<\/details>\n\n\n\n

Account and Privacy<\/h2>\n\n\n\n
How do I recover my password?<\/summary>\n\n

On the sign-in page, choose “Lost your password?” and enter your email address; you will receive a link to reset your password. If the email does not arrive, check your spam folder and then contact us.<\/p>\n\n<\/details>\n\n\n\n

How do I update my details or my address?<\/summary>\n\n

From My Account<\/a> you can change your personal details, your password and your billing and delivery addresses at any time.<\/p>\n\n<\/details>\n\n\n\n

How do you handle my personal data?<\/summary>\n\n

We use your data to fulfil your order, manage your account and answer your enquiries, and we do not sell your personal data. What we collect, why we use it, how long we keep it and the rights you have are set out in detail in our Privacy Policy<\/a>.<\/p>\n\n<\/details>\n\n","protected":false},"excerpt":{"rendered":"

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