FAQ — Everything You Need to Know
From materials and care to shipping and returns – find your answer below.
Can’t find what you’re looking for? Use the contact form on this page.
Products & Materials
Our tableware is made from 100% natural Egyptian Asersus wood, carefully selected for quality, durability, and its beautiful natural grain. We fill each hand-carved groove with food-safe, premium-quality resin in ocean-inspired colours. No two pieces are identical, the resin swirls differently every single time.
Yes! All our resin and finishing materials are food-safe. You can safely use our products for serving dry nuts, dried fruits, cheeses, chocolates, and other foods directly in your Glow Magic tray or bowl.
No. Please do not put your piece in the dishwasher or microwave. The heat and moisture will damage both the wood and the resin. Hand wash only with water and mild soap, then dry immediately and thoroughly.
Because every piece is genuinely handmade. The resin is poured by hand, so the swirls, gradients, and patterns are never exactly the same. This is not a defect. It is what makes your piece completely one of a kind.
Absolutely. We love custom orders. Contact us via the form on this page or directly on WhatsApp with your ideas – specific resin color, larger size, or a fully custom design – and we will work with you to bring it to life.
Yes. If you are a hotel, restaurant, or corporate client ordering 5 or more pieces, please visit our Corporate page or contact us directly to discuss pricing and customisation options tailored to your needs.
Can’t find an answer?
Send us a message, we usually reply within a few hours on instagram, and within 24 hours via email.
Returns & Refunds
Yes. If you are not happy with your purchase, you can return it within 3 days of receiving it. You only need to cover the return shipping cost. We strongly recommend inspecting your order on arrival while the delivery person is still there.
Contact us via instagram or email with your order number and reason for return. We will send you return instructions. Once we receive the item in its original undamaged condition, we will process your refund within 3–5 business days.
If your order arrives damaged due to shipping, you are eligible for a full refund – no questions asked. Photograph the damage immediately on arrival and send the photos to us via instagram.
Customized orders are non-refundable, since they are made specifically for you. A 25% deposit is required to begin production. We will share design previews with you for approval before we start.
Yes – and we strongly encourage it. Please inspect your piece while the delivery person is still present. If it is damaged, you can refuse the delivery and contact us immediately for a replacement.
Yes. Contact us within 3 days of receiving your order and we will arrange an exchange for a product of equal or greater value. If the new item costs more, you pay the difference.
Return shipping is covered by the customer, except in cases where the item arrived damaged due to a shipping error – in those cases, the full cost is on us.
Our products are handcrafted and built to last. If there is a clear manufacturing defect – not caused by misuse – contact us within 7 days of receiving your order and we will make it right.
Shipping & Delivery
Orders to Cairo and Alexandria are delivered in 5–7 business days. Other Egyptian cities may take a bit longer. Custom orders require additional production time – we will give you an estimated delivery date when you place your order.
Yes. We ship everywhere in Egypt through trusted local couriers. Delivery times vary by location – we will confirm the estimated date for your city when you place your order.
Yes, orders above 3000 EGP qualify for free shipping anywhere in Egypt. Orders below this threshold have a flat shipping fee, which is calculated and shown transparently at checkout.
We currently ship primarily within Egypt. For international orders – especially to Gulf countries (UAE, Saudi Arabia, Kuwait) – please contact us directly via instagram or email and we will find the best shipping solution for you.
We offer Cash on Delivery (COD) throughout Egypt, pay when your order arrives at your door. Card payment via Visa and Mastercard is also available at checkout.