Frequently asked questions
Everything about ordering, paying, delivery and returns — in one place.
Products
Are your products original?
Yes. Every product at Verella is 100% original, sourced from the brands themselves or from their authorised distributors. We never sell testers, copies or "inspired by" versions.
How do I choose a size?
Many fragrances come in more than one size. Pick the size on the product page — the price, availability and code for that exact size update as you choose.
A product is sold out. Will it come back?
Most of our range is restocked regularly. Message us on WhatsApp with the product name and we'll let you know when it's back.
Ordering & payment
Do I need an account to order?
No. You can check out as a guest with your name, phone number and address. An account just saves your addresses and keeps your order history in one place.
Which payment methods do you accept?
Cash on delivery, InstaPay and Vodafone Cash. For InstaPay and Vodafone Cash, transfer the order total to the number shown at checkout and upload a screenshot of the transfer; we confirm your order as soon as the payment is verified.
How do I know my order went through?
You'll see a confirmation page with your order number (it starts with VR-) straight after checkout. Keep that number — it's how we find your order quickly.
Can I change or cancel my order?
Yes, as long as it hasn't been shipped yet. Message us on WhatsApp with your order number as soon as possible.
Delivery
Where do you deliver?
To all 27 governorates in Egypt. The delivery fee depends on your governorate and is shown at checkout before you place your order.
How long does delivery take?
Orders are usually delivered within 2–5 business days, depending on your governorate. Orders confirmed on a Friday or public holiday are processed on the next business day.
How can I follow my order?
If you have an account, your orders and their status are under My Account. Guests can message us on WhatsApp with their order number at any time.
Returns
Can I return an item?
Unopened items in their original sealed packaging can be returned within 14 days of delivery. For hygiene reasons, fragrances and personal care products that have been opened or used can't be returned. See Shipping & Returns for the full policy.
My order arrived damaged or wrong — what now?
We're sorry! Send us your order number and photos on WhatsApp within 48 hours of delivery and we'll replace it or refund you at no extra cost.
Still have a question?
Our team replies fastest on WhatsApp — or send us a message and we'll get back to you.