Shipping policy

Twinkle Toes

Shipping and Delivery Policy

Last updated: 9 August 2026

Twinkle Toes is operated by Rayman Company, registered in New Cairo, Cairo, Egypt.

This Shipping and Delivery Policy explains how orders are processed, shipped and delivered. It should be read together with our Return, Exchange, Refund and Cancellation Policy and our Terms of Service.

1. Delivery locations

Twinkle Toes delivers orders to the locations available during checkout.

Delivery availability may depend on the customer’s city, governorate, area, courier coverage and selected delivery address.

Twinkle Toes may be unable to deliver to certain remote or restricted locations. When delivery is unavailable, we will contact the customer to discuss an alternative address or cancel the affected order.

2. Order processing

Orders are reviewed and prepared after they are successfully submitted.

Twinkle Toes may contact the customer to confirm:

  • The order details
  • Product size, age, color or quantity
  • Recipient information
  • Delivery address
  • Telephone number
  • Cash-on-delivery eligibility
  • Any unusual or incomplete information

Order processing times may be affected by weekends, public holidays, promotional periods, high order volumes, product availability or additional customer verification.

An order is considered shipped after it has been prepared and handed to the courier company.

3. Delivery charges

The applicable delivery charge will be displayed during checkout or communicated to the customer before the order is confirmed.

Delivery charges may vary depending on:

  • Delivery area or governorate
  • Order size or weight
  • Delivery method
  • Courier charges
  • Promotional or free-delivery offers

Any free-shipping promotion may have conditions such as a minimum order value, eligible location, selected products or limited promotional period.

4. Estimated delivery times

Any delivery timeframe shown on the website, at checkout, in the order confirmation or through customer service is an estimate unless expressly confirmed as guaranteed.

Delivery times may be affected by:

  • Customer location
  • Courier schedules
  • Weekends and public holidays
  • High order volumes
  • Weather or road conditions
  • Incorrect or incomplete addresses
  • Recipient unavailability
  • Events outside the reasonable control of Twinkle Toes or the courier

Twinkle Toes will make reasonable efforts to prepare and dispatch orders promptly but cannot guarantee a specific delivery date unless that date has been expressly confirmed.

5. Customer delivery information

Customers must provide complete and accurate delivery information, including:

  • Recipient’s full name
  • Active telephone number
  • Complete delivery address
  • Area, city and governorate
  • Building, floor and apartment details where applicable
  • Nearby landmark where helpful
  • Any necessary delivery instructions

The customer should review this information carefully before completing the order.

Twinkle Toes is not responsible for a delay caused solely by incorrect, incomplete or outdated information supplied by the customer. We will nevertheless make reasonable efforts to help correct the information before delivery where possible.

6. Courier communication

After an order is shipped, the courier may contact the customer or gift recipient by telephone, SMS, WhatsApp or another available method to arrange delivery.

The recipient should remain reasonably available during the expected delivery period.

Customers should not provide payment, passwords, verification codes or sensitive personal information through unofficial communication channels.

7. Delivery attempts

The number and timing of delivery attempts depend on the courier company and delivery location.

When delivery is unsuccessful, the courier or Twinkle Toes may contact the customer to:

  • Confirm the address
  • Arrange another delivery attempt
  • Correct missing information
  • Arrange collection where available
  • Return the shipment to Twinkle Toes

Additional delivery charges will not be imposed without first informing the customer.

8. Refused or uncollected shipments

Customers are responsible for providing correct information and cooperating with reasonable delivery attempts.

When an order is refused, repeatedly uncollected or returned because the customer provided incorrect information or was unavailable despite reasonable delivery attempts, Twinkle Toes may:

  • Inform the customer of the documented delivery and return-delivery costs
  • Require advance payment before reshipping the same order
  • Require advance payment before accepting a future order
  • Restrict cash-on-delivery service for that customer
  • Cancel the order where appropriate

No delivery cost will be added automatically to a future order without first informing the customer.

This section does not affect a customer’s right to reject an incorrect, damaged or defective shipment or exercise any mandatory consumer right.

9. Package inspection at delivery

Customers should inspect the external condition of the shipment before accepting it.

If the outer shipment appears significantly damaged, opened or tampered with, the customer should:

  • Inform the courier immediately
  • Photograph the shipment where possible
  • Contact Twinkle Toes customer service
  • Keep all packaging for review

Some courier companies may not permit a shipment to be opened before it is officially received. This courier procedure does not remove the customer’s right to report an incorrect, damaged or defective product after delivery.

10. Damaged, defective, missing or incorrect products

Customers should contact Twinkle Toes as soon as reasonably possible after discovering:

  • A manufacturing defect
  • A damaged product
  • A missing item
  • An incorrect product, size, color or quantity
  • Significant shipping damage

The customer may be asked to provide:

  • Order number
  • Full name
  • Telephone number
  • Clear photographs of the product
  • Photographs of the product packaging
  • Photographs of the outer shipment
  • A description of the issue

When a defect, damage or fulfilment error is confirmed, Twinkle Toes will bear the reasonable shipping costs required to resolve the issue.

Depending on the customer’s rights and the circumstances, the customer may receive a replacement, exchange or refund. A promotional code or store credit may be provided only where the customer voluntarily agrees and where permitted by applicable law.

Egypt’s Consumer Protection Agency states that a defective product may be replaced or returned within 30 days of receipt without additional cost, with an applicable refund returned through the original purchase method.

11. Returns and exchanges

Returns and exchanges are governed by the separate Twinkle Toes Return, Exchange, Refund and Cancellation Policy.

Where a customer exercises an applicable statutory return or exchange right, the customer will not be charged expenses that applicable law requires Twinkle Toes to bear.

For a voluntary exchange that falls outside mandatory legal rights, the customer may be responsible for pickup and re-delivery charges. Any applicable charges will be communicated and agreed upon before the exchange is arranged.

Opened underwear or similar hygienically sealed products may not qualify for return or exchange after their product packaging has been removed, except where the product is defective, damaged or incorrect.

12. Gift deliveries

For gift orders, the purchaser must provide complete and accurate recipient information.

Twinkle Toes or the courier may contact the recipient to arrange delivery. A requested gift-delivery date is not guaranteed unless expressly confirmed.

The purchaser is responsible for ensuring that they are permitted to provide the recipient’s contact and delivery information.

13. Order tracking

Where tracking is supported, the customer may receive tracking information through email, SMS, WhatsApp, the customer-account order page or the courier company.

Tracking updates are supplied by the courier and may not always appear immediately after dispatch.

Customers should contact Twinkle Toes when an order appears substantially delayed or when the tracking status has not changed for an unusual period.

14. Address changes

Customers should contact Twinkle Toes immediately when they need to correct a delivery address.

An address change cannot be guaranteed after an order has been fulfilled or handed to the courier. Changing the delivery location may result in a delay or revised delivery charge, which will be communicated before being applied.

15. Delayed or lost shipments

When a shipment is significantly delayed or appears lost, Twinkle Toes will review the matter with the courier.

The customer may be asked to confirm that:

  • The delivery address is correct
  • The recipient did not receive the shipment
  • No household member, receptionist, security employee or neighbour accepted it
  • The courier did not arrange another delivery attempt

Any replacement or refund will be handled according to the investigation, applicable store policies and mandatory consumer rights.

16. Contact information

For delivery questions or assistance, contact:

Twinkle Toes
Operated by: Rayman Company
Registered address: New Cairo, Cairo, Egypt
Email: info@twinkletoes.net
Telephone/WhatsApp: +20 106 983 3999

Please provide the order number, customer name and telephone number when contacting us about a shipment.

17. Consumer rights

Nothing in this Shipping and Delivery Policy limits any mandatory rights available under applicable Egyptian consumer-protection law.

Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.