FAQ
General :
Q. How to place an order?
- Log in to your sonaistore.com account using your registered email address and password.
- Search for the product you want to purchase.
- Check the product features, images and specifications. Choose the item and click on “Add to Cart”.
- Review the product details and click on “Checkout”.
- Fill in your data and click on “Next”
- Complete your purchase by clicking on “Place Order”.
- You will be provided with an order number to track your order.
Shipping and Delivery :
Q. When should I expect to receive my order?
- After your order is made, your product/products will arrive at your door within 3 to 5 business days. We are not able to make deliveries on weekends, so all deliveries will arrive to your home on a weekday which is from Sunday to Thursday.
Q. How can I track my shipment?
- You can track your shipment by clicking on “Track Order” on any page of sonaistore.com then enter your tracking order number.
Q. Where are we delivering?
- Home delivery is presently only available to residents of the Great Cairo governorate and Giza. Soon, we will be able to expand our deliver service to other governorates within Egypt.
Q. What is the shipping cost?
- Shipping cost depends on the delivery address and purchased products.
Returns and Refund :
Q. I received a not working / defective item, can I get a refund?
- If the item you received is not working or defective, you can return it in the same condition as received with the original box and /or packaging intact within 30 days from the date of receiving it. Once we receive the returned item, we will assess it and if found to be not working or defective, we will process the refund.
Q. I no longer want my item, can I cancel it?
- You may be able to cancel the order by sending us an email on contactus@sonaiworld.com or call us on 19922
Q. When are ‘Returns’ not possible?
There are a few certain scenarios where it is difficult for us to support returns:
- Return request is made outside the specified time frame, of 14 days from delivery or 30 days for defective items.
- Product is used, damaged, or is not in the same condition as you received it, and after the legal time limits.
- Products that are not working and are within the warranty after 30 days from the date of purchase.
- Anything missing from the package you’ve received including price tags, labels, original packing, freebies, and accessories.
Q. I received a wrong item, how can I return it?
- In the unusual circumstance where the item received is wrong, you can return the item in the same condition you received and in the original box and/or packaging intact. Once we receive the returned item, we will process the refund.
Q. How long does it take the courier to collect the returned items?
- Typically, courier representative will contact you within 3-5 days from the day you requested a return.
Q. I lost the original packaging in which I received the item, how can I still return it?
- We accept return of item only if it is in an unopened, original box and/or packaging intact with all labels and barcodes on it.
Q. Can I return an item through my courier company or personally drop it anywhere?
- At the moment, the item can be returned to us only though one of our assigned courier services.
Payments :
Q. What are the payment options?
Sonai offers you more than one payment method to ensure an easy and secure shopping experience; you can choose the method that suits you best:
- Cash on delivery
- Payment by credit card
- Payment via Vodafone, Etisalat Cash
- Installment plans are available through online installment companies (Valu - Suhoola - Aman - Hala)
- Installment plans through banks
Q. I paid through Cash on Delivery, how can I receive a refund for my item?
- If you have paid through Cash on Delivery (COD), the money would be refunded in the same form after reviewing the item and making sure that it is in its original condition.
Q. Who pays for the shipping charges when I return an item?
- You can return an item within 14 days from delivery date, whereby the customer covers all the shipping charges.
My Account :
Q. How do I create an Account?
- Click “Register” on the upper right corner of any page of sonaistore.com.
- Fill in the requested information
- Click on “Create an Account”.
- Or you can create an account via http://sonaistore.com/en/customer/account/create/
Q. How do I login?
- Click “Login” on the upper right corner of any page of sonaistore.com or via http://sonaistore.com/en/customer/account/create/
Q. I forgot my password, what should I do?
- Click “Log In” on the upper right corner of any sonaistore.com page.
- Enter the email address you used to register then click “Forgot”.
- Fill in the requested information then click on “Reset My Password”.
- We will send you an email with instructions for resetting your password.