MITCHA - Index

Frequently Asked Questions FAQs

MITCHA Team uses live chat to help you quickly and personally. Simply click on the chat window in the lower right corner on your screen to contact a MITCHA representative directly.

Customer Care at your fingertips

If you have questions about our ordering policies or how to order one of our products online, please consult our list of Frequently Asked Questions (FAQs), or contact our Customer Care department using one of the methods outlined below:

Phone

Our Customer care team is available Sundays through Thursdays from 10 AM to 5 PM GMT+2 to support you from the moment an order is placed until it arrives at your doorstep.

Call us at: +201011260426  for Cutomer Care inquires, or for other inquires at +201029777666
Email: CustomerCare@mitcha.com 

All questions will be addressed within One business day from receiving your query..

* Please note that for your security, we actively discourage placing an order with us via E-mail, or through any of our Social Media platforms (Instagram & Facebook).

FAQs

A. How To Shop

If you’ve fallen in love with an item, don’t let it go! Simply select your size and click ‘Add to Shopping Bag’. Once you have finished adding items to your shopping bag and you’re ready to complete your transaction, click on proceed to Checkout. You will then be transferred to our secure server or asked to either create a new account and register your details, or simply Sign-in. Once you have decided to proceed with purchasing a product, you will be prompted to provide certain information which includes, your name and last name, your date of birth, your e-mail address, and your delivery address. All that followed by selecting your payment method; credit card online, or cash on delivery (Please note that the cash on delivery option is only available for Egypt orders). Once you have completed the form, you will be brought to a screen that provides an order summary. Once you’ve confirmed your order, you will receive an on-screen order confirmation, as well as a second confirmation via e-mail. 
* Please note
If you encounter any difficulties during the checkout process, please feel free to contact our Customer Care department using one of the options listed at the top of this page.

A. Your information is very safe at MITCHA. We take the utmost care with the information that you provide us when placing an order on our website. Our server encrypts the transmission of all credit cards and personal customer information. MITCHA does not hold or store any of your card details. When paying online, you will be redirected to an authorization page or payment gateway managed by your bank. You may also be redirected to a verification page if you are using a Visa or a MasterCard. All the information you provide during the ordering process is private and secure, and we make sure that all our employees are up-to-date on our security and privacy policies. If you have further questions about the security of ordering online from MITCHA,
please feel free to E-mail us at CustomerCare@mitcha.com

A. Know your measurements on the selected product’s page with our provided Size Guide for each designer. We recommend you take a measuring tape and take note of your bust, waist, hips and inseam. We have a size guide for each designer that will help you determine your size. We aim to get clothes that fit easily. But do check the material and cut of the clothes you are buying; if it is tight fitting, you would be safer to buy one size larger (for example, if you usually wear an ‘M’, buy an ‘L’). We also have our Customer Care representatives who will help you with your purchase via e-mail, on the phone or directly on our site.

A. After you complete the checkout process, a receipt will appear on your screen detailing your final order including Delivery charges, your address, and the items that are being sent to your Delivery address as well as information on how to track your order. You will also receive confirmation via E-mail that we have received your order once it has been accepted. (Please be sure to enter your E-mail address correctly).

A. You can track your order by signing-in and click on the drop box in the upper right corner of your screen and click on “My orders”.

  • A list of all your orders details will appear, including a link called “Track Your Order” for each product.
  • When you select “Track Your Order” all the information related to tracking your order will appear.
  • If you have any further questions about tracking your order, please feel free to contact our Customer Care department using one of the options listed at the top of this page.

A. To view the contents of your shopping bag, click on the “Shopping Bag” icon in the upper-right corner of your computer screen. Once you click on this icon, you can easily view the items you want to purchase in your shopping bag.

A. To add an item to your shopping bag, navigate to the page of the item you are interested in and then choose your desired version of that item. When you click the “Add to Shopping Bag” link, you will be brought to your "Shopping Bag" page where you can then enter the quantity of the item that you would like to order. Or click on the “Shopping Bag” link in the upper-right corner of your screen and click on “shop what’s new” and it will link you to our available products list. After you have selected the item and added it to your shopping bag, you can continue shopping or choose to complete your order.

A. First, click on the “shopping bag” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your shopping bag. Once you have identified the item that you would like to remove, click on the “Remove from Shopping Bag” button and it will automatically update with your recent changes.

A. you can access your account by clicking on the “Log In” button in the upper-right corner of your computer screen. This takes you to a page where you will be prompted to enter the E-mail address and password that you registered with us when you created the account. If you have forgotten your password, you can create a new one by click on the "Request new password" tab. After your data has been verified, your account data will appear, and you can either edit existing information or proceed with the checkout process. You can edit your information by clicking on the drop box on the upper right side of your screen then click on “My Profile” where all your information will appear where you can edit them. Once you’re done you can click on the “Save” button.

A. If you have received MITCHA’s Promo code through an e-mail or from an event, you can use it once you have confirmed your order and your final payment by writing it in the Promo code bar in your “order summary” section and click on “Apply”. 
Our MITCHA promo codes can include either: percentage or amount off...
The Promo codes have no cash value and if a return is made, your account will be credited only in the amount that you paid

  • Please note that the Promo Code does not apply on Sale items.

A. Is your promo code coming back as ‘invalid’? It might just be a simple typing error. Other reasons why your code might not be working include:

  • It’s expired: Many promo codes are only valid for a limited time period. These dates are usually stated in their terms and conditions,so if you’re trying to redeem
    them past their due, they won’t work.
  • Exclusions apply: Some codes won’t work for certain brands or for sale stock. The details on what is excluded are usually stated in the terms and conditions.
  • It’s case sensitive: Although usually not a problem, some codes may be case sensitive. To avoid this, always copy and paste the codes from us before using them.
  • Selected Item is on Sale: Please note that the Promo Code does not apply on Sale items.

MITCHA Ordering Policies

A. Delivery and handling rates vary depending on the destination of the order and are based on the total cost of the order. After you choose your preferred destination, the final delivery cost will be added to the total of your shopping bag.

A. We offer guaranteed delivery within 2-3 business days for Cairo and Alexandria and up to 4 business days for all other locations. Delivery time is calculated from the moment an order is accepted. We work closely with our Delivery partner to minimize any delays on our customers.

A. MITCHA now delivers internationaly to the following countries: United Arab Emirates, KSA, Lebanon, Qatar, United States of America, Kuwait, Bahrian, Jordan, and Oman. Please contact one of our dedicated Customer Care Representatives who can help you with your inquires. 

Please note that international shipment may be custom to extra charges.

A. Please contact us via Email: CustomerCare@mitcha.com or call us on our provided land line number listed above with your changes at least two days after you have placed your order. In your correspondence, include your old address, and the new address. Our delivery representative will always contact you right before he/she arrives at the given address to confirm the arrival destination, so you can always tell him/her to head to a different address.
* To contact us, please see our Customer Care information at the top of this page.

A. Order Cancellation To cancel and item or an entire order, go to My Account and select My Orders and follow these steps.

    • Click Cancel Items. If you don’t see this action button then your order cancellation period has expired. Items can only be cancelled before they leave our facility.
    • Select the items you want to remove.
    • Click Cancel Checked Items.

* After submitting the cancellation, we'll send you a confirmation message to the e-mail address provided on your account.

You can also confirm that the order was cancelled by visiting Your Orders. If you see the order in the Cancelled Orders section, it was successfully cancelled. Note: If your order has left our facility, it cannot be modified. You will need to follow the steps to make a Return after you receive your order. Please check our Returns page for more details. For more information, please contact our Customer Care Department for any assistance using one of the options listed at the top of this page.

A. Payment
At MITCHA paying for your order is easy and convenient. To ensure your ultimate satisfaction, we offer you the following payment options:

Cash on delivery for shipping inside Egypt only

When checking out, select cash on delivery. This payment method is subject to a surplus charge that will appear in your shopping bag when checking out.

Please note that cash on delivery option is valid on single orders not exceeding 10,000 EGP.

If your total order value exceeds 10,000 EGP, remove items from your shopping bag and checkout, then you can proceed with replacing another order.

Electronic payment with Credit Card 

  • When checking out, select Credit Card and follow the steps provided.
  • You may use this method when delivering to an address within Egypt (including ARAMEX locations) as well as the selected international destinations.
  • Please have your phone ready as your bank may send you a verification code to insert when you make the payment.
  • Please note, your card will be charged at the time you place your order.
  • MITCHA does not hold or store any of your card details. When paying online, you will be redirected to an authorization page or payment gateway managed by your bank. You may also be redirected to a verification page if you are using a Visa or a MasterCard.
  • MITCHA will not process an order that attempts to use an incorrect, expired, or over-the-credit limit Card. Product prices shown include 14% Sales Tax.

A. Returns

 

Please review our returns policy

If for any reason you are not completely satisfied with your purchase and you need to send it back, you have 5 business days from the date your order was delivered to return your purchase. MITCHA will collect it from your address for free. Free returns apply to purchases made from Egypt and sent to Egypt addresses for items that meet MITCHA Return Policy terms and conditions.

MITCHA reserves the right to accept or decline return requests prior to processing a refund. 

Returns that do not meet MITCHA Return Policy will not be accepted and will be sent back to you, and a refund will not be processed. We will inform you with an e-mail of the status of your return in case it was declined.

Important Note:

In case returned items do not meet MITCHA Return Policy, and the return request has been declined, the customer will be responsible to pay the shipping charges to receive back the item.

Refunds on purchases made by cash on delivery

In case you paid for your purchase by cash on delivery, MITCHA will return the value of your returned item in cash after it gets sent back to MITCHA for inspection and approval.

In case of an Exchange: MITCHA reimburse the amount in the form of credit against future purchases as a promo code to be sent to the customer within two business days from MITCHA accepting a Return Request. The value of your Credit Note Promo Code can be used to make purchases on MITCHA.com and is valid for 1 year.

Refunds on purchases made by Credit Card 

In case you paid for your purchase by credit card, the money will be reimbursed on the credit card in the same currency used for payment.

Please note that it may take from two weeks up to 1 month from MITCHA accepting a Return Request for the amount to be reflected in your bank records, depending on each bank’s policy.

Please contact our customer care team by CustomerCare@mitcha.com if you have any further questions.