Shipping policy


At Neoliva, we are committed to delivering your beauty, skincare, haircare, makeup, personal care, baby care, and wellness essentials safely and efficiently across Egypt.

This Shipping Policy explains how orders are processed, shipped, and delivered when you shop from Neoliva.store.

Order Processing

Once your order is placed successfully, our team begins preparing it as soon as possible.

Orders are usually processed within 1 business day, excluding Fridays, public holidays, peak sale periods, and high-demand promotional campaigns.

During busy seasons or special campaigns, order processing may take slightly longer. However, we always do our best to prepare and dispatch your order as quickly as possible.

Delivery Areas

Neoliva currently delivers across Egypt.

Delivery is available to Cairo, Giza, Alexandria, Delta, Upper Egypt, coastal cities, and other governorates covered by our courier partners.

Delivery availability may vary depending on your exact location, city, governorate, and courier coverage.

Estimated Delivery Time

Estimated delivery times are as follows:

Cairo & Giza

1–2 business days

Other Governorates

2–3 business days

Delivery times are counted from the time your order is confirmed and dispatched.

Please note that delivery times are estimates and may vary due to public holidays, weather conditions, courier delays, high order volume, inaccurate address details, or circumstances beyond our control.

Shipping Fees

Shipping fees are calculated at checkout based on your delivery location, order value, and available shipping options.

The final shipping fee will be displayed clearly before you complete your order.

Free Shipping

Neoliva offers free shipping on eligible orders over:

EGP 3,000

Free shipping is applied automatically at checkout when your order reaches the minimum required amount.

Neoliva may update the free shipping threshold during campaigns, seasonal promotions, or special offers.

Cash on Delivery

Cash on Delivery may be available depending on your location and the selected shipping method.

Please make sure your phone number, delivery address, and contact details are correct before placing your order.

Cash on Delivery orders may require phone confirmation before dispatch. If we are unable to confirm your order, shipping may be delayed or the order may be cancelled.

Online Payments

If you choose to pay online, your payment will be processed securely through the available payment methods at checkout.

Your order will only be processed after successful payment confirmation.

If a payment fails or remains incomplete, your order may not be confirmed.

Order Confirmation

After placing your order, you will receive an order confirmation by email, SMS, WhatsApp, or through the contact details provided at checkout.

Our team or courier partner may contact you to confirm your order and delivery details before shipping.

Please make sure your contact information is accurate and reachable.

Order Tracking

Once your order has been dispatched, tracking details may be shared with you by email, SMS, WhatsApp, or directly through the courier partner.

Please allow some time for tracking information to update after your order has been shipped.

If you need help tracking your order, you can contact our customer support team.

Delivery Attempts

Our courier partner will attempt to deliver your order to the address provided at checkout.

Please make sure someone is available to receive the order during the expected delivery period.

If the courier is unable to deliver due to an incorrect address, unanswered calls, unavailable recipient, or refusal to receive the order, the delivery may fail and the order may be returned to Neoliva.

Additional shipping fees may apply if you request re-delivery.

Incorrect Address or Contact Details

Please ensure that your shipping address, phone number, and contact details are accurate before placing your order.

Neoliva is not responsible for delivery delays or failed delivery attempts caused by incorrect, incomplete, or unreachable customer information.

If you notice an error after placing your order, please contact us as soon as possible so we can try to update the details before dispatch.

Once the order has been shipped, we may not be able to change the delivery address.

Delivery Delays

While we work with reliable courier partners and aim to deliver your order as quickly as possible, delays may occasionally happen.

Possible causes of delivery delays include:

  • Public holidays
  • Weather conditions
  • Courier operational delays
  • High order volume
  • Promotional campaigns
  • Incorrect or incomplete delivery details
  • Unanswered phone calls
  • Remote delivery locations
  • Circumstances beyond our control

We appreciate your patience and will always do our best to support you until your order is delivered.

Damaged, Missing, or Incorrect Items

If your order arrives damaged, incomplete, or includes an incorrect item, please contact us within 24 hours of receiving your order.

To help us resolve the issue quickly, please provide:

  • Your order number
  • Photos of the package
  • Photos of the damaged or incorrect item, if applicable
  • A clear description of the issue

Our team will review the case and assist you according to our Return & Refund Policy.

Please keep the product, packaging, and invoice until the issue is reviewed.

Product Availability

All orders are subject to product availability.

Although we do our best to keep our inventory updated, an item may occasionally become unavailable after your order is placed.

If this happens, our team may contact you to offer one of the following options:

  • Replace the unavailable item with another suitable product
  • Remove the unavailable item from your order
  • Arrange a refund where applicable
  • Cancel the order if necessary

Split Shipments

In some cases, orders containing multiple items may be shipped separately depending on product availability, warehouse handling, or courier requirements.

If your order is split into more than one shipment, our team will notify you where applicable.

Refused Orders

If an order is refused at delivery without a valid reason, Neoliva reserves the right to charge any applicable shipping, return, or re-delivery fees.

Repeated refusal of orders may affect your ability to place future Cash on Delivery orders.

International Shipping

Neoliva currently ships within Egypt only.

International shipping is not available at this time.

Changes to This Shipping Policy

Neoliva may update this Shipping Policy from time to time to reflect changes in our shipping process, courier partners, delivery areas, fees, or promotional offers.

Any updates will be posted on this page.

Contact Us

If you have any questions about shipping, delivery, or your order status, please contact our customer support team.

Email: support@neoliva.store
Website: Neoliva.store