Where is My Order?

Your order will be delivered by the expected date specified on your order. The expected delivery date is the date on or before which you can reasonably expect the item to arrive at your preferred shipping address.

How long does it take for home delivery?

About Shipping and Delivery. We deliver all across the country except certain areas which are out of coverage. Our courier company delivers orders during working hours from 9:00 am to 5:00 pm Saturday to Thursday. Shipping fees depend on the total quantity of items, weight and shipping speed selected.

Item Was Not Available At The Designated Location

If you have selected the option of Self-Pick Up for your order, then once the item has reached its designated hub or location, you will receive a confirmation SMS on the number provided in the order that the item is ready to be collected. Once the item is at its designated hub or location and the SMS notification is issued, the item will be available for collection for 4 working days. If you experience any problems collecting your item from the designated hub or location, please contact customer support for assistance.

I Received a Damaged or a Defective Item

If you have received a product in damaged or defective condition, you can request to return the product for a refund within 15 days of its delivery.

I haven’t received a dispatch email/email confirmation?

Please be aware an automated email is sent to you to the given email address when your order is dispatched. Please check all folders including you junk as it will come from a noreply email address. To ensure emails reach you, add the domain eurocarparts.com to your safe senders list.

I Got a Counterfeit Item

If you believe you have received a counterfeit product, subject to return in accordance with flower.kit returns policy of the affected product to us within 30 days of its delivery and satisfaction of our assessment and validation process, you will be entitled to receive a full refund of the price paid for the product, along with any shipping fees applied.

Can I collect from a local store?

We offer a reserve and collect service. This is available on the checkout page. Please be aware, if the product is not available in a local store, you are unable to reserve it.

Do you deliver on Weekend?

No, our courier company do not offer the service to deliver on weekends currently.

Amending or Cancelling an Order

You have the right to amend or cancel your order within 7 business days from the date of your order confirmation unless (i) your order has been already shipped, (ii) the product you bought was specifically imported for you  or (iii) the product you bought was specifically manufactured for you.

Why can’t I select next day delivery?

We can only offer next day on goods we have in stock at our dispatch depot.

Can I track my item?

Yes. You will be sent a dispatch confirmation email as soon as your order has been processed. This email will also contain your tracking number. We also ask for a mobile number so our courier can inform you of the status of your order.
Please visit: www.dhl.co.uk/en/express/tracking.html for International orders shipped via DHLwww.ups.com for all orders shipped by UPSwww.tuffnells.co.uk/proof-of-delivery for all oversized orders shipped by TuffnellsPlease note tracking numbers are only active and trackable 2 hours after the order has been collected from our warehouse, approximately 8pm (GMT/BST) Monday to Friday. For orders placed after 4pm on Friday, your order will may not be trackable until it has been collected from us the following Monday.

Can someone else sign for my delivery?

Yes, it does not have to be the addressee. The signature is electronically logged for security reasons. Any signature at the address will be accepted as proof of delivery.

Do you deliver to PO Box adresses?

No. All of our couriers require a recipient signature to prove delivery of the item. This cannot be guaranteed at a PO Box address.

I Got a Used, Not as Described or Poor Quality Item

If you have received a product in used condition, not as described on the flower.kit website or which is of poor quality, you can request to return the product for a refund within 15 days of its delivery.

how do I know my order has been confirmed?

We’ll send you an email once your order has been confirmed! We’ll also send you an email as soon as your order left our warehouse (shipped).

How quickly can I get my order?

We do our best to get your orders delivered by the date listed on the product page. You can find more information about our delivery timelines here. We also offer a premium delivery service for selected brands called flower.kit support.

Why do I need to provide my email address to sign up?

Your email address helps us provide timely information to you about your order. It also acts as your username and helps you log in.

Is it safe to order online?

Yes, we use industry standard SSL encryption to protect your details. Potentially sensitive information such as your name, address and card details are encoded so they can only be read on the secure server. This information is authenticated to ensure it only gets sent to this secure server and is checked to make sure it has not been tampered with during transfer.
Security checks are also made on all transactions, to ensure the authenticity of each card payment.
More about safely buying online

How do I pay on flower.kit?

You can choose from the different payment methods available on flower.kit. Please find below the list of available payment methods:

  • cash on delivery (easy and simple at your doorstep)
  • credit card

You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.

How do I pay with my Credit Card?

At the end of the checkout chose Credit Card as payment options and follow the steps after confirming your purchase. Make sure that your bank activated your Credit Card for online payments. Please note that flower.kit provides the utmost security on your payments.

How do I apply a promotional code?

You can add a valid promotion code in the Basket.

What should I do when I cannot see a payment option at the check out?

If no payment option is shown after you’ve entered your shipping information, it may relate to your Region or some other very specific reasons: please contact our Customer Service Contact Center at 19586 or contact us.

When will my card be charged for my order?

Due to the nature of our payments system, the full cost of the order will be charged to the card as soon as it is placed.

What steps does flower.kit take to prevent card fraud?

Fraud detection and prevention are very important to us. We take all steps to ensure that transactions are genuine and that our customer’s details are completely secure. Online payments are monitored continuously for suspicious activity and some transactions are verified manually if we feel that it’s not authorized by the owner of the card.

Why was my Credit Card declined?

If you experience trouble completing payment through credit card, first thing to do is to make sure that your card is activated for online payments and that you have enough limit to complete the transaction. Your bank can help you verify these details.

Some cards issued outside Egypt are also not supported on flower.kit and may be declined. Remember that you can complete your order through Cash on Delivery and pay at your doorstep or through other available mode(s) of payment (except for some very specific regions and pickup stations, as well as for products shipped from oversea).

How can I activate the Pay on Delivery option on my account?

Pay on delivery will be activated on your account when we are able to successfully deliver your next two orders.

How can I find the right product on flower.kit?

You can start by clicking on a category name from the category menu on the left side of the website. This shows all the products we have within that category. If you know what you are looking for, just type the name of the product or brand in our search bar at the top of the page and click Search.

Are the prices on flower.kit negotiable?

Prices on flower.kit are not negotiable. flower.kit has thousands of sellers which offer you the best prices and deals.

Why do I see different prices for the same product?

Some of our products are offered by different sellers. This allows you to choose your preferred offer. If a product is sold by different sellers, you will find the alternative prices of other sellers in the product page.

How do I know if a product comes with free installation?

Free installation is not offered unless very specific exceptions. Be sure to check the product description of products to get more details about installation. In case of doubt, do not hesitate to contact our Customer Service Call Center at *****or contact us.

How do I know if a product comes with warranty?

flower.kit provides you with chance to return your product within 14 days after delivery. Past those 14 days, potential issues will be covered directly by the Seller if the product was provided with a warranty.

If a warranty is offered on a product, the warranty period will be displayed on the right product page. If a product is sold by multiple vendors, the warranty period offered by each vendor will be displayed to the right of Seller name, in the ‘more information’ box. In case of doubt, do not hesitate to contact our Customer Service Call Center at ***** or Contact us.

How can I claim warranty for my product?

Warranties are covered by Sellers, not by flower.kit. You can claim any warranty by presenting your product and the warranty card at an authorized service center of the Seller. Do not hesitate to contact our Customer Service Call Center at ***** or Contact us to be provided with the contact information of the service center of the Seller of your product.

I see that the warranty terms for my product have changed on flower.kit from when I bought the product. Will this affect my warranty?

I see that the warranty terms for my product have changed on flower.kit from when I bought the product. Will this affect my warranty?

I ordered a product with warranty but I did not get a warranty card with my product. How can I get warranty?

Please get in touch with our Customer Service Team at ***** or Contact us so we can help you to resolve the issue.

I lost my warranty card. How can I get warranty?

Even if you’ve lost your warranty card, you can still claim warranty by presenting your flower.kit invoice at any authorized service center.

How do I use a gift card?

It’s simple! When you get to the payment stage while in checkout, simply enter the gift card code in the voucher box.

Which locations do you accept Cash on Delivery?

accept Cash on Delivery in all cities across Egypt, except for the locations mentioned here.

How do I check if an item is in stock?

If an item is available to order online then this means the item is in stock. The website will clearly display the status of the stock.
However, from time to time and particularly with some of our more popular items, due to the high rate of sales both in store and online, there may be some discrepancies. We will inform you as soon as possible, via email, if a product is out of stock.

How do I know if my order was successful?

You will receive an automated email to confirm your order has been received, and is being processed.
You will receive a further dispatch confirmation email once your order has been packed and is ready to leave our warehouse.

Do you price match?

Yes, we now offer a Price Match Promise.
To find out more about our Price Match Promise, click here.

The item I bought is now in sale, can I get the difference refunded?

As an online business our prices change in accordance with trends, customer demand and stock availability we are, therefore, unable to refund the difference in price when an item you have purchased goes into sale, although we do appreciate how frustrating this can be.
You can of course return the item for a full refund and then re-order the item at its markdown price, provided it is returned in accordance with our returns policy. Please note, we cannot guarantee that another customer won’t purchase this item first.

Where is my order?

Most of our deliveries are sent via UPS and we will send you an automated email with the tracking number of your order. You can also find the tracking number on your order in My Account

Where do I find the phone number for one of your branches?

You can find details for any branch, in our store locator section. This is located at the top right of every page on our website or Find a store here.

How can I make a complaint?

In the rare occasion we make a mistake we are more than happy to take all customer feedback. There is always room for improvement. Contact Us

Is it possible to change the address/cancel or amend my order?

Due to the high volume of orders we receive, we have an automatic invoicing system. For any changes to your order, please call us immediately after placing the order. We can attempt to stop or amend your order with our dispatch team, if it is not possible, we will advise you on the next steps.

Why does my order state available, and then find out I have to wait extra days for delivery?

We sell some item we do not stock, but available to order. This is indicated on the part itself, just under the price of the product. Please be aware, if your order consists of out of stock products, we will send out what we have in stock and the rest as soon as we get it (except international deliveries).

Why am I missing an item in my delivery?

There could be a number of reasons why an item is missing in your delivery: The item is temporarily out of stock Does your invoice have TO FOLLOW written where the part number should be (shows where the part number should be on an invoice)? Then we are currently out of stock of the product, and will be sending this part out to you on a priority. The item was dispatched separately The item could have been dispatched separately due to the extra care and attention which is required. The item was classed as a dangerous good Dangerous goods may be handled separately, due to the delicate nature of the product.

Can I have an update on my order status?

You can get an update on your order status by checking your order in your My Account section. You will need to [sign in] to access this area

Can I pay for a Click&Collect order online?

No, currently we only offer the service to collect and pay in store.

I have a new email address, and I am unable to reset my password. How do I change my password?

We are able to change the email address for you, provided you are able to answer some security questions. We take data privacy very seriously and need to verify who you are. After your email address is validated and changed, you can request a new password online.

How do I return an item?

For information on returning an item please Click Here.

Can you confirm you have received my return?

We aim to process returns within 5-7 working days of receiving them. You will be notified by email once the return is complete.
We suggest you make a note of the shipping reference given when you sent the item back. This will allow you to track your parcel at every stage of delivery, including when we receive it.

How long will it be before I get a refund?

Once we receive your item(s) back, our returns department will inspect and restock the goods. Once our returns department have done this, an automated refund is generated on our system. Your outstanding refund is then processed by our accounts department back to your original payment method. This process typically takes 5-7 working days. When returning your products please remember to include your original invoice, without this it may delay your refund.

Who pays for return postage?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost.
Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

Why have you not refunded the original delivery charge?

If you are returning an unsuitable item for a refund we will refund the cost of the item only and not the original delivery cost. Should you be returning a faulty item for a refund we will refund both the original shipping costs and the return delivery costs.

How do I make a complaint?

If you are not happy about any service we offer or you have a general comment, feel free to write to us on customer services support