⭐ Frequently Asked Questions (FAQ)

Last updated: 2025

Everything you need to know about ordering from The Muffins – a cotton makery.

⭐ SECTION 1 — Products & Materials

Are your products really 100% cotton?

Yes — all Muffins essentials are made from 100% Egyptian cotton, known for its softness, breathability, and safety for newborns.

Are your products safe for babies with sensitive skin?

Absolutely. Our fabrics are anti-allergenic, free from harsh chemicals, and suitable for newborns and toddlers.

Will the clothes shrink after washing?

Minor shrinkage (1–3%) may happen due to natural cotton.
Follow the care instructions on the label for the softest, longest-lasting results.

Do you offer sizes for newborns and toddlers?

Yes — our size range covers newborn up to 5 years old, depending on the product.

⭐ SECTION 2 — Orders

How can I place an order?

You can order through:

Our website
Instagram DM
Our official accounts on marketplaces (Noon, Jumia, Amazon)

These FAQs apply to website & Instagram orders only.

Can I change or cancel an order after placing it?

Yes — if the request is made within 2 hours or before the courier picks up the order.
After pickup, cancellation isn’t possible.

What if I entered the wrong address or phone number?

⭐ SECTION 3 — Shipping & Delivery

Do you ship across Egypt?

Yes — we deliver to all governorates through a third-party courier service.

How long does delivery take?

Delivery time depends on your location:

Cairo & Alexandria: within 24 hours after courier pickup
Other governorates: up to 5 business days

What are the shipping fees?

Delivery fees are automatically calculated at checkout based on your location and courier rates.
For Instagram orders, fees will be confirmed before shipping.

What if I miss the courier?

The courier will attempt delivery. If unreachable, the order may be returned and re-shipping fees may apply.

How do I track my order?

You will receive a tracking message via SMS/WhatsApp or email once the courier scans your package.

⭐ SECTION 4 — Payments

What payment methods do you accept?

We support:

Cash on Delivery
Visa
Mastercard
Debit cards
Apple Pay
valU

All online transactions are securely processed by Paymob.

Are online payments safe?

Yes — Paymob uses banking-grade encryption.
The Muffins never sees or stores your full card details.

⭐ SECTION 5 — Returns & Exchanges

What is your return policy?

You can return items within 14 days if they are:

Unworn
Unwashed
In hygienic condition
With tags & packaging intact

Who pays for return shipping?

Return shipping is covered by us if:

You received a defective item
You received the wrong size/color/product
Your order arrived incomplete

For all other return reasons, shipping fees are paid by the customer.

How long does it take to get a refund?

Refunds are processed within 5–7 business days after we receive and inspect the returned items.

Refund method depends on your original payment:

COD → bank transfer or wallet transfer
Online payments → refunded through Paymob
valU → refunded per valU’s policies

Can I exchange instead of returning?

Yes — you can exchange for size, color, or print (subject to availability).
Exchange shipping fees follow the same rules as returns.

⭐ SECTION 6 — Sizing & Care

How do I choose the correct size?

Visit our Size Guide page for detailed measurements.
Still unsure? Send us a message — we’re always happy to help.

How should I wash Muffins clothing?

For best results:

Wash in cold water
Use a gentle cycle
Avoid bleach
Air-dry for maximum softness

⭐ SECTION 7 — Customer Support

How can I contact you?

Email: support@the-muffins.com
Instagram: @themuffins.eg

What are your customer support hours?

Sunday–Thursday, 10 AM – 7 PM.