Frequently Asked Questions
Authenticity
Are KOHL's products original?
Yes — every product is guaranteed original. We buy only from authorised distributors and from the brands themselves. Zero compromise.
What if I think something I bought from KOHL isn't authentic?
Contact us immediately. We investigate every case seriously, and if we are wrong, we refund you in full and tell you what happened. The authenticity guarantee has no expiry date.
Our authenticity guarantee →Why is the KOHL edit limited?
We are not a store. We are an opinion. We only stock products we have tested on real Egyptian skin and truly believe in.
About KOHL →How do I know my parcel hasn't been tampered with?
Every KOHL order arrives sealed, wrapped and carrying the KOHL Original seal. If the packaging has been opened or tampered with before it reaches you, do not accept it — refuse the delivery and tell us the same day.
Delivery
Does KOHL deliver outside Cairo?
Yes. We deliver to every governorate in Egypt — Cairo and Giza, Alexandria, the Delta and Canal cities, Upper Egypt and the remote governorates.
How long does delivery take?
Cairo & Giza: within 2 days; New cities & outskirts: within 2 days; Alexandria: within 2 days; Delta & Canal cities: within 4 days; North Upper Egypt: within 4 days; South Upper Egypt: within 5 days; Remote areas: within 6 days. Orders placed before 12:00 PM are dispatched the same working day; orders placed on Friday are dispatched the next working day.
Delivery & shipping →How much does delivery cost?
It depends on your governorate: Cairo & Giza EGP 86, New cities & outskirts EGP 95, Alexandria EGP 99, Delta & Canal cities EGP 103, North Upper Egypt EGP 113, South Upper Egypt EGP 123, Remote areas EGP 155. Orders of EGP 3,000 or more, after discounts, ship free anywhere in Egypt.
Delivery & shipping →How do I track my order?
You'll receive a tracking link the moment your order leaves us. You can also look it up on our Track Order page — and if it stalls, message us and we'll chase the courier ourselves.
Track an order →Can I cancel my order?
Yes, until it ships — message us and it's done, no reason required and no charge. Once an order has shipped, treat it as a return.
Payment
How can I pay?
Cash on delivery, or InstaPay / mobile wallet before we ship. Paying in advance takes 2.5% off — prepaid orders cost us less to fulfil, so we hand that saving to you. The discount is applied automatically at checkout.
Is cash on delivery available?
Yes, everywhere we deliver. Please have the exact amount ready — our courier cannot always make change.
Returns & Refunds
What is KOHL's return policy?
You have 14 days from delivery to return most items, unused, in the original packaging with the seal intact. Fragrance and cosmetics that have been opened or used can't be returned for a change of mind — we would never send an opened product to another customer.
Refunds & cancellations →What if my order arrives damaged, wrong or expired?
Opened or not, we always take it back and make it right if it arrived damaged or broken, if we sent the wrong item, if it is expired, or if it is not authentic — and in those cases we pay the return shipping. If you simply changed your mind about a sealed item, the return shipping is yours.
How long does a refund take?
Once the item reaches us, we inspect it and refund you within 7–14 working days. Prepaid orders are refunded to the original payment method; cash-on-delivery orders by bank transfer or mobile wallet.
How do I start a return?
Use our Start a Return page, message us on WhatsApp at +20 103 935 4461, or email kohlstore0@gmail.com within 14 days. No forms to download — a person will answer.
Start a return →The Kohl Family
What is the Kohl Family?
Our loyalty programme, designed to reward your trust. Earn points with every purchase and redeem them on future orders.
How do I earn points?
Create an account and you start with 500 points. After that you earn 1 point for every EGP you spend while signed in (InstaPay orders earn theirs once the transfer is verified), and scanning the QR code on every KOHL box, signed in, adds 500 bonus points once that order is delivered.
What can I redeem points for?
1,000 points: 40 EGP Off; 3,000 points: Free Shipping; 5,000 points: 250 EGP Off.
Contact
How can I contact KOHL?
On WhatsApp at +20 103 935 4461, or by email at kohlstore0@gmail.com — Saturday – Thursday, 10:00 AM – 8:00 PM (Cairo time). A person answers.
Contact us →Where is KOHL based?
In Cairo, Egypt. KOHL is Cairo-born and delivers across the country.