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Sign Up & Account Information

How do I sign up?
Signing up is quick and simple! Just fill out our short registration form online with your name, e-mail address and password. To create a new account, click here.

What if I forget my password?
Don’t worry, we can have that resolved in no time! Simply click here. We’ll ask you to provide us with your email address on record for your account, and we will then send you instructions for recovering your password.

How do I add a form of payment to my account?
Simply click on My Account located at the upper right side corner of the homepage. Then select Payment Details. On the payment details page, click on the Add New Card button.

How can I edit, add, or delete an address?
Simply click on My Account located at the upper right side corner of the homepage. Then select My Locations. If you want to add a new delivery address, click on the ‘Add a New Location’ button, and fill in the form. Or, next to an existing delivery address, you'll see Edit/Delete buttons to make changes to previously entered addresses. How can I edit my profile? If you would like to change the details of your profile, simply click on ‘My Account’ located at the upper right side corner of the homepage. Then select ‘Settings’. Once you have adjusted your basic information, simply click ‘update’.

Promotional Codes

Can I use multiple promotion codes on a single order?
Unfortunately, promotional codes cannot be combined on a single order. Please make sure to use each promotional code prior to its expiry date.

How do I apply a promotional code I received?
Promotional codes can be redeemed at the checkout page. Once you have completed your shopping, click on the basket icon located at the upper right side corner. Then click Checkout. Once you land on the checkout page, look for the link titled Have a promo code? You will be given a field to enter your code in, and your offer will be redeemed immediately.
Alternatively, you can redeem your promotion code in-store when you are at the checkout counter. However, please note that you can only redeem a promotional code in-store if you have an existing account with us.

Why isn’t my promotional code working?
In the unlikely event that your promotional code isn’t registering, please ensure that you have entered the information correctly and that it hasn’t expired. If the problem persists, please contact a member of our customer service team, either through Live Chat or by calling 19339.

How can I receive promotions?
To always stay up to date with our latest offers, promotions and savings, make sure you are signed up to our Gourmet Newsletter. To subscribe, simply click on the Newsletter icon, located at the upper right side corner of the homepage.

How do I redeem a Gourmet Egypt Gift Card?
You can redeem your gift card at the checkout page. Once you have completed your shopping, click on the basket icon located at the upper right side corner. Then click Checkout. Once you land on the checkout page, scroll down to step three Choose Payment Mode. Then click on the Gift Card button. Simply enter your gift card code and click on the Submit button.

Shopping

How do I place an order at Gourmet Egypt?
To place an online order at Gourmet Egypt, simply click on the Sign in or Register button on the upper right hand side of the homepage. If you are a new user, you will be asked to enter your location, in order to view the latest and most accurate stocks of all our products, as well as the next available delivery slot. Then comes the fun part – start browsing our delicious products or enter the products you are looking for in our search box. When you find what you want, select the quantity and click on the Add to Cart button. Once, you’ve finished shopping, go to Checkout. Here you will be able to view your order, add/edit your delivery address and payment information. After you’ve completed the checkout, we’ll send you an email confirming your order.

Can I order by phone?
Yes, we do accept orders by phone. Simply call 19339 and one of our esteemed call center agents will take your order.

How do I re-order?
We’ve made re-ordering nice and simple. Once you have an account, we automatically store all your past orders and delivery details, so you can re-order in no time. To re-order a past order, click on My Account located at the upper right side corner of the homepage. Then select My Orders. On this page you will be able to view your past orders. To re-order simply click on the Re-Order button. You will then be directed to the checkout page.

Why are some prices estimated?
No two products tend to be identical in size and weight. Every fruit, steak or cheese, tends to vary slightly. While shopping, we will display an estimated weight and price for weighted items. At the time of assembling your order, we weigh each item to establish its final price. You are not charged until your order is delivered and the final weight and price is determined. Please be assured, that you’ll always pay the true price for weighted items.

How can I view the status of my order?
To view the status of your order, click on My Account located at the upper right side corner of the homepage. Then select My Orders. On this page you can view your past and most recent orders. On the right hand side of each order, the status is displayed as either ‘Confirmed’ ‘En Route’ ‘Delivered’ or ‘Cancelled’.

What will happen if something I order goes out of stock before my grocery delivery?
In the unlikely event that an item goes out of stock before your delivery, you will receive a call or email from our customer service team. If available you will be offered a replacement product, however, you will also be given the option for a refund.

Can I choose a time and day for my grocery delivery?
Yes, once you are at the Checkout page, scroll down to step 2. Choose Delivery Time. Here you will be able to select your delivery date and time.

How do I know if an item I am ordering online is on special offer?
All products on special offer are clearly labeled on all product pages. If you would like to view all products on offer, click on Offers at the top of the homepage.

Where can I get technical help with your website?
If you are experiencing technical difficulties with our website, please select Live Chat and one of our trained customer service agents will be able to assist you. Alternatively, you can call 19339.

What happens to my cart if I leave before placing my order?
If you are logged into your account, the items in your shopping cart will be saved. However, if you are not logged in and simply browsing, your shopping cart will not be saved.

Can I return something if I'm not satisfied?
We’ll be happy to exchange or refund it for you. Just make sure to contact us before discarding the product, as we may choose to collect the item that is not to your satisfaction.

When are credits applied?
Store credits are applied at the checkout page. Once you have completed your shopping, click on the basket icon located at the upper right side corner. Then click Checkout. Once you land on the checkout page, scroll down to step three ‘Choose Payment Mode’. Then select the Store Credits button. If your store credit balance is more than the order value, you will be notified of your remaining credits post-order. If your store credit balance is not sufficient to pay for the order, you will be asked to pay the remaining balance using a debit or credit card.

How do I create a Shopping List?
If you would like to simply browse our products and create a shopping list for your next store visit, click here to be directed to Our Stores page. Click on the Create a Shopping List button, below your selected store. Once the shopping list option is selected, the cart icon at the top of the screen will be replaced with a list icon. You can then begin to browse and add items to your list. If you would like to share or print your list, simply click on the list icon and then select Share or Print.

Changes, Cancellations, Returns & Refunds

Can I change or cancel an order?
If you would like to change or cancel an order, please call 19339 and a member of our customer service team will assist you with your order.

What is your returns policy for non-perishable products?
We’ll be happy to exchange or refund any of our non-perishable products for you. Just make sure it’s within 30 days, in its original condition and you have your proof of purchase.

What is your returns policy for perishable products?
We are unable to accept returns for perishable products, which include items which are chilled and frozen. However, if you feel you are dissatisfied with one of our products, please contact us before discarding the product, as we may choose to collect the item that is not to your satisfaction. We will then arrange for a full refund or replacement.

How can I get a refund for damaged or missing items?
If an item is missing from your delivery or if you receive one of our products in a damaged or poor condition, please call 19339 and our customer service team will arrange for a re-delivery and/or full refund.

Delivery

Where is my order?
Orders are scheduled to arrive within the timeslot that you select upon checkout. In the unlikely event of an unforeseen delay, you will be contacted by a member of our customer service team. If your order is late, yet no one has been in contact with you, please call 19339 to report the delay.

How can I share feedback about Gourmet Egypt delivery personnel?
We always appreciate feedback from our customers. If you would like to provide feedback about Gourmet Egypt delivery personnel, please call 19339 or email our customer service team at call.center@gourmetegypt.com

Should I tip the delivery driver?
You are under no obligation to provide a tip to our delivery personnel, however, you do have the option to tip our delivery personnel if you are satisfied with the service.

Where does Gourmet Egypt deliver?
We deliver to all areas in greater Cairo as well as other cities and governorates. To view all the areas which we deliver to click here.

When does Gourmet Egypt deliver?
We deliver during our store opening – closing times. However, delivery times vary depending on the store you are receiving your order from. To view accurate delivery times and slots please go to step 2. Choose Delivery Time at the Checkout page.

What if I'm not home to receive my order?
If you don’t think you will be home in time to receive your order, please call 19339 to speak to one of our trained customer service agents and reschedule your delivery time.

Payment/Billing

I need to cancel my order I placed for later in the week. Will I be charged?
No. If you cancel an order before its scheduled delivery, we will not charge you.

How can I pay for my order?
In order to make your shopping as convenient as possible, we offer a selection of payment modes.

  1. Online by credit/debit card.
  2. Cash upon delivery.
  3. Card upon delivery.
  4. Online with a Gourmet Gift Card.
  5. Online with your Store Credits

How does credit card payment work?
Don’t worry your card is safe with us! We use Paymob, a major credit card processor, to process all credit card purchases. We never store your credit card number or CVV code after we’ve submit it to Paymob. You can find out more about Paymob and their PCI compliance on their website www.paymobsolutions.com

What is the minimum order?
We do not have a minimum order.

Why am I getting charged more than what's shown on my invoice?
In the unlikely event that you have been charged for additional items which you did not order or receive please call 19339 and our customer service team will arrange a refund.

Problem with My Order

What if I receive a product that I am dissatisfied with? Should I discard it, email or call?
We always appreciate receiving feedback from our customers.
If you feel you are dissatisfied with one of our products, please contact us before discarding the product, as we may choose to collect the item that is not to your satisfaction. You can call us at 19339, visit our facebook page and send us a direct message or email us at call.center@gourmetegypt.com

What should I do if I didn't receive everything I ordered?
If you discover that items you ordered are missing from your delivery, please call 19339 and our customer service team will arrange a full refund or redelivery of the items.

I made an error and would like to return a product — how do I do that?
For returns, please call 19339 and our customer service team will gladly assist you. However, please note we only accept returns for non-perishable products within 30 days, in its original condition and with your receipt.

Careers

How do I find out more about jobs at Gourmet Egypt?
At Gourmet Egypt, we are passionate believers in our products and our brand, and are always searching for enthusiastic individuals with a love for food, who strive to deliver high standards of quality and service.
If you are interested in joining the Gourmet Egypt team, please send us your CV with a cover letter to hr@gourmetegypt.com

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