Kunooz Al-Wadi
Frequently Asked Questions
We have collected the most common questions customers may need before placing an order or after receiving it. If you cannot find your answer here, please contact us through WhatsApp only, and our team will be happy to help.
Products
What products does Kunooz Al-Wadi offer?
We offer carefully selected natural food products such as extra virgin olive oil, natural tahini, natural oils, honey, and other food products based on season and availability.
Are Kunooz Al-Wadi products natural?
We focus on natural products or products with clear ingredients depending on the product type. Please always review the product page and product label for exact ingredients and details.
Can product color or texture vary from one batch to another?
Yes. Natural products may show slight differences in color, aroma, or texture from one batch to another. This does not necessarily mean there is a defect.
Where can I find ingredients and storage instructions?
You can review the product page and product label for ingredients, size or weight, storage instructions, production date, and expiry date.
Do you provide medical or therapeutic advice?
No. The information displayed on the website is for general purchasing guidance only and should not be considered medical or therapeutic advice. If you have a specific health condition, please consult a qualified specialist.
Orders
How can I place an order?
Choose the products you want, add them to your cart, review your cart, then complete your delivery and payment details at checkout.
Do I need to create an account to order?
At launch, checkout may be available without creating an account. If customer accounts are enabled later, this will be clearly shown on the website.
How do I know my order was received?
After placing your order, you will see an order confirmation page. A confirmation message may also be sent or our team may contact you through WhatsApp depending on the enabled communication channels.
Can I modify my order after submitting it?
Orders can only be modified if they have not yet entered preparation or been handed over for delivery. Please contact us through WhatsApp as soon as possible.
Can I cancel my order?
You may request cancellation before the order is prepared or dispatched. Once the order is out for delivery, cancellation may not be available or may be subject to shipping costs depending on the case.
Payment
What payment methods are available?
Available payment methods are displayed during checkout. At launch, cash on delivery may be the main payment method, with other options added later.
Is cash on delivery available?
Yes, if cash on delivery is enabled on the checkout page, you can select it when placing your order.
Are prices inclusive of all costs?
Product prices are displayed in Egyptian pounds. Any applicable delivery fee or additional charge, if available, will be shown before order confirmation.
Can I send payment details by WhatsApp?
No. For your security, please do not send bank card details, PINs, or any sensitive payment information through WhatsApp or email.
Shipping and Delivery
What areas do you deliver to?
Delivery areas depend on current operations and shipping service availability. You can check availability during checkout or by contacting customer service through WhatsApp.
How long does delivery take?
Delivery time varies depending on governorate, area, order confirmation time, and product availability. The expected delivery time will be shown whenever possible during checkout or confirmed by customer service through WhatsApp.
Are there shipping fees?
Yes, shipping fees may apply depending on the area, order weight, or order value. Any applicable shipping fee will be displayed before order confirmation.
What happens if my address is unclear?
Our customer service team may contact you through WhatsApp to confirm the address or request more details. An unclear address may cause delivery delays.
Returns and Exchanges
Can food products be returned?
Return eligibility depends on the nature and condition of the product and the return policy published on the website. In general, opened or safety-sensitive food products are not returnable unless they arrive damaged, incorrect, defective, or not as described.
What should I do if a product arrives damaged or leaking?
Please contact us through WhatsApp within 24 hours of delivery and provide your order number, clear photos of the product and outer packaging, and a short description of the issue.
What happens after I report a damaged item?
Our team will review the photos and details, then confirm the appropriate action according to the case and website policies. This may include replacement, refund, or another support action.
Should I keep my order number?
Yes. Please keep your order number and any proof of purchase to help us support you quickly and accurately.
Wholesale and Business Cooperation
Do you offer wholesale sales?
Yes, we receive wholesale and supply requests depending on product and quantity availability.
How can I send a wholesale request?
You can send wholesale requests through WhatsApp only at +201115169966. Please include your business name, area, products of interest, and expected quantities.
Are wholesale prices different from retail prices?
Wholesale prices may vary depending on product, quantity, availability, and delivery location. Final pricing is confirmed after reviewing the request.
Customer Service and Privacy
How can I contact customer service?
You can contact customer service through WhatsApp only at:
+201115169966
What are your working hours?
Working hours are Sunday to Thursday from 10:00 AM to 5:00 PM. Friday and Saturday are closed.
Is my personal data safe?
We use your information only for order processing, communication, delivery, and customer support according to the Privacy Policy published on the website.
What should I do if I cannot find my answer?
Please contact us through WhatsApp only, and our team will be happy to assist you.
This page provides a practical summary. In case of any discrepancy, the published Shipping, Payment, Return and Exchange, Terms and Conditions, and Privacy policies shall apply.
Contact
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