Terms & Store Policy

WHO WE ARE Eternal The Brand makes handmade pipe-cleaner flowers in Cairo, Egypt. By placing an order on eternalthebrand.com you agree to these terms. Questions: info@eternalthebrand.com. ORDERS & PRICES Prices are in Egyptian pounds (EGP). The total shown at checkout, including delivery, is what you pay. Every piece is handmade, so small differences in shape and shade from the photos are part of it. PAYMENT & CASH ON DELIVERY You can pay the full amount by InstaPay, or choose Cash on Delivery (COD). For Cash on Delivery orders, a 20% deposit must be paid in advance to confirm your order. The remaining 80% is paid upon delivery. Please attach proof of payment when placing your order. Your order is only confirmed once we have checked the payment. If a payment screenshot doesn't match a transfer, we will email you and you can upload the correct one from the Track Order page. DELIVERY We currently deliver in Cairo and Giza. The delivery fee is shown at checkout. CANCELLATIONS You can cancel an order yourself within 24 hours of placing it, from the Track Order page, and we will refund whatever you paid: the full amount, or the 20% deposit. After 24 hours, please contact us to cancel. From then on, the 20% deposit of a confirmed order is non-refundable. RETURNS & EXCHANGES Because our flowers are handmade and made to order, we do not offer returns or exchanges if you change your mind. If your order arrives damaged, faulty, or different from what you ordered, contact us within 14 days of delivery with your order number and photos, and we will repair, replace or refund it. ORDER ADJUSTMENTS If you receive your order and would like to make an adjustment, please contact us. We will be happy to assist where possible. Please note that if an adjustment requires the order to be returned to us, the delivery/collection costs will be the customer's responsibility. 1-YEAR GUARANTEE At ETERNAL, we stand behind the quality of our handmade flowers. Every order comes with a 1-year guarantee. If you experience an issue with your flowers within one year of receiving your order, please contact us with your order details and photos/videos of the issue, and our team will assess it and assist you accordingly. YOUR DATA How we collect and use your personal information is explained in our Privacy Policy (eternalthebrand.com/privacy). GOVERNING LAW These terms are governed by the laws of the Arab Republic of Egypt, including Consumer Protection Law No. 181 of 2018. Nothing in them limits your rights under that law. Thank you for choosing ETERNAL — handmade flowers, made to last.