How can we help you?

Help Center


Can I order on the phone rather than on the website?

Of course! You can call our sales line where we will answer all of your questions and take payment over the phone. Alternatively, you can place your order on our website and then choose the option on the payment page to 'phone in your card details.' Once you have submitted the form we will call you to take your card details and then process the order as usual. Do call us to order over the phone if you prefer.

When will I receive my order?

All orders take 3-5 business days to process (excluding weekends). Penguin Group may need to contact you if there is an issue with your order, so please keep your account information updated! All order communication is done via email, so it is important that your email address be accurate and current. Your order may be delayed on specific occasions because of holidays/high demand. Below are some days where we might expect a bit of a delay: Holiday Sale - New Year’s Holiday Sale- Christmas Valentine Day, Winter Sale, Mother's Day, Ramadan, Eid Holidays , Penguin's Anniversary, Summer Sale, Halloween, and White Friday

Will I get receipt / invoice

Yes. We will send you an email confirming your order and the payment amount, in your 'my account you will also be able to download your invoice via PDF which will show the breakdown of you qty of items, estimated delivery time, purchases, Inc. VAT, delivery and so on.

Can I exchange an item/order?

At the moment Penguin doesn't offer exchanges, but you can return your package and order again. Your refund for the items you wish to return will be processed as soon as we get them. Please also check the (returns policy) for more details on how it works. Our team is working on enabling the exchange option in the very near future. Stay tuned!

Can I exchange an item/order?

At the moment Penguin doesn't offer exchanges, but you can return your package and order again. Your refund for the items you wish to return will be processed as soon as we get them. Please also check the (returns policy) for more details on how it works. Our team is working on enabling the exchange option in the very near future. Stay tuned!

Troubleshooting with an Order

How else can I get a feel of what the product looks like?

Think of our website as a virtual showroom. Zoom in on the high-resolution product images to take a closer look. or visit our showroom in the address shown on the contact us section

What happens if I receive the item/s and I do not like them?

This is perfectly fine as long as you contact us by phone within 14 days of receipt of the delivery of the product. Please Take Note!! We reserve the right to deduct 15% restocking fee if goods are not received in a reasonable condition or with their original packaging. We have previously had occasions where customers have delivered the items back to us without packaging and these are then damaged in transit. Please be aware Penguin's items are packaged for Egyptian delivery to the highest standards

Damaged Goods

If you receive an items that is damaged please contact us at, we will need full explanation of the damage, packing photos Order number, name and address to assess how to resolve the issue. Please note many items are manufactured to order, if you received your custom item damaged leads time will apply.


I placed an order but didn’t receive my order confirmation

If you placed an order but haven’t heard from us since please check your junk folder or spam folder to check if it is in there and if so then add us to your safe senders' list. If you still can’t find it then email or call us and we will look into it for you.

Why do I need to create an account to place an order?

We have this feature for the benefit of our customer. You can store your billing address, multiple shipping addresses, join our mailing list, check your order status and create a wish list that you can share with friends! Also, we can contact you if there's a problem with your order.

How do I cancel the order I have placed?

Orders can be canceled till the time it is confirmed from the seller (Usually takes up to 1 day). You can contact us for help on canceling your order or please follow the below simple steps: Sign in to your profile on Penguin On the left side menu, choose: Your orders. Choose the order you want to cancel and click on view order. You'll find a button that says Cancel Order on the bottom left corner. You can also contact us for help on canceling your order. In case you are unable to cancel the order before it goes out, you can refuse it at the time of delivery and the refund will be processed.

How do I know if my order went through?

You will receive an order confirmation via email and SMS.

Why haven't I received an email regarding my order?

There are usually two reasons: you may have an outdated email address on file, or you may have a spam blocker filtering email from us. Make sure to keep your user information current and try turning off any spam blockers that may be preventing our messages from getting to you.



If you wish to return an item(s), please make sure that the item(s) are in full accordance with our Return Policy: Items must be sent back within 14 days of the delivery date. Items must be unworn, unwashed, and have original tags attached. All merchandise must be returned in its original packaging. Return is only for the return eligible items. Some items are declared non-returnable by sellers. You’ll find a clear note before purchasing the item saying that this item is non-returnable. In these cases, penguin maintains the right to refuse the return. You can find whether the item is returnable or not in the product page.

How to request a return?

Please follow the below simple steps to request to return your item: Sign in to your profile on On the left side menu, choose: Your orders. Choose the order you want to return items from and click on 'view order'. You'll find a button that says 'Request return'. Mark on the items you wish to return and confirm.

What can I do if I do not like the product once it is delivered

This is perfectly fine as long as you contact us by phone within 14 days of receipt of the delivery of the product. However, the product has to be returned in same packaging and quality, unused and unscathed.

I have created a Return request. When will I get the refund?

Usually, the whole returns process should take around 14 days. The refund is sent after the returned items reach our warehouse and pass through inspection to make sure that its condition matches the return policy.

Why did the pick-up of my return fail?

Our courier partners make three attempts to pick up the item. If the item is not picked up in the third attempt, the Return request will be marked as failed if you were not reached by the courier. You can send us a new return request if the item meets the return criteria and is within the specified return/exchange period. For more details, please contact our customer care.

I have created a Return request. When will the product be picked up?

The number of days to pick up a product may vary as per the Logistics team that will be assigned to pick up your product. The product will be picked anywhere between 4 – 7 days.


What types of payment do you accept?

Online and offline payment methods and soon will be Value and Bank installment

Do I have to pay tax on my purchase?

No. All items on Penguin are tax inclusive. The price you see on the item is the price you’ll end up paying.

How will I get my refund if I paid cash on delivery with an amount below 500 EGP?

Refunds below 500 EGP (Smooth Refunds - LIMITED TIME!): If you wish to return items that are worth 500 EGP or less, you’ll have the option to get refunded through smooth returns. We trust you! A courier will come to collect the items you wish to return and give you back your money in cash on spot! Please make sure that the condition of the items being returned match our RETURN POLICY. Furthermore, make sure you only give the courier the items you created a return request for. The items will go through quality inspection after we receive them. If they do not match our return policy, you may not be eligible for “Smooth Refunds” anymore and the item's value will be added on your account to be paid with the next order. Later return requests will go through the normal refund process

How will I get my refund if I paid cash on delivery with an amount above 500 EGP?

How are refunds calculated? Refunds will be only on the cost of products. Any shipping or processing fees will not be refunded. In case order returns, exchange or cancellations, you will not be able to reuse the coupons or the reward points used for that order.


Do you have a showroom, or a physical store

Yes, We do have a showroom, please find the address and location via contact us page in the footer, also we present our products to our customers in the best way possible via high-resolution photography and in some cases, video helps the customer choose their order easily , and efficiency 

Do items have a warranty

Of course, we only offer the best service available, depending on the product warranty runs from 3 months, and 1 year to a lifetime. This is dependent only on the type of product. Please check each product for the warranty given and full details.

I have received a damaged item. What should I do?

Kindly reach out to us by emailing: within 48 hours of delivery fulfilling. Otherwise the claim will not be entertained. Please share pictures of the damaged items (Try to cover the sides which look tampered/damaged as per the Users The refund for Cash on delivery orders will be done after the investigation You may not be liable for a refund if any of the conditions stated above is not met, that is including if the claim of the damaged item is sent after 48 hours of receiving the item.

How can I be assured in quality

We take great pride in our products, which are all made to a high standard of quality and manufactured to meet safety requirements. We also take great care in packaging our products to ensure they are not damaged during transit. Rest assured we aim to bring you the same quality you would find from some of the top high street brands at a fraction of the price.


Do you offer weekend delivery

We do not offer this as part of our standard delivery, however please contact us via email at if you are interested in a quote and we will try to assist you. This is something we are looking to automate in the near future.

Will all my items be delivered together

Items are currently being delivered individually, due to the difference in lead times and delivery options e.g. parcels to two man delivery from one product to another we do not store items in bulk for customers. This would generate higher storage prices which we do not want to pass on to our customers.

How will my delivery be arranged

Once your item is ready for delivery to your delivery address, you will be contacted the third party carrier to advise the days on which they will deliver to your area and to work out when delivery is most suitable. we use a number of 1/2 man delivery services among all over Egypt

What area's does free delivery include

Occasionally we offer free delivery for select items, periods of time, certain products or certain cities, this will be promoted on the website at time of promotion.

COVID 19 Safety Measurement

Covid 19 Measurements

Hi there! Penguin is here. During this pandemic period, we would like to give our assurance that Penguin is observing best practices to ensure the safety of our staff and customers. It is open and happy to serve you. We deliver your orders as usual and follow a no-contact delivery process to keep everyone safe. Our foremost commitment is to safeguard the health and protection of our warehouse staff so we are following enhanced measures such as social distancing, split work shifts, and heightened hygiene. Other staff who can work from home like the Customer Services team are doing their jobs at the comfort of their abode. You can send your concerns and other matters via email and rest assured that our dedicated personnel will take care of them just like before. We also keep this FAQ page updated with the latest information, so stay tuned.