FAQ

The questions our customers ask most. If you don’t find your answer here, message us on WhatsApp — we reply personally, usually within an hour.

Authenticity & Sourcing

How do I know your products are authentic?
Every product on Hexera is sourced through Omran Pharmacies’ pharmacy distribution network — the same channel that supplies our six retail branches. We are pharmacists first; authenticity is a licensing requirement, not a marketing claim. If you ever receive a product you believe is not authentic, message us immediately and we will refund you in full.

Where do your Korean (K-Beauty) brands come from?
Directly from authorised distributors. We do not buy from grey-market resellers or third-party importers. Brands include Medicube, COSRX, ANUA, SKIN1004, Beauty of Joseon, Numbuzin, Round Lab, Mary & May, Some By Mi, IUNIK, TIRTIR, Purito, Mixsoon, Benton, Dr.Althea, K-Secret, VT, Haruharu Wonder, Celimax, and The Skin House.

Are your European brands the same formulation as in Europe?
Yes. La Roche-Posay, Vichy, Eucerin, Bioderma, ACM Laboratoire, and Bionnex on Hexera are the same authentic formulations sold in European pharmacies, sourced through pharmaceutical channels.

Ordering & Payment

Can I pay cash on delivery?
Yes. Cash on Delivery is available across all Egyptian governorates.

Do you accept card or mobile-wallet payments?
Not at the moment. Cash on Delivery is currently our only payment method.

Can I order by WhatsApp instead of using the website?
Yes. Send us your product list and delivery address on WhatsApp, and we will confirm your order. Pricing and stock are the same as the website.

Is there a minimum order?
No minimum order. Delivery is LE 50 to any address in Egypt and free on orders of LE 1,500 or more — see our Shipping page.

Delivery

How long does delivery take?
Greater Cairo: 1–2 business days. Alexandria, Delta, and Canal cities: 2–4 business days. Upper Egypt and remote governorates: 3–7 business days. Same-day pickup is available at any of our six Omran Pharmacies branches.

How do I track my order?
When your order is dispatched, you receive a WhatsApp message with the courier tracking number. You can also reply to that message to ask about status at any time.

Do you ship outside Egypt?
Not yet. We currently serve Egyptian addresses only. Subscribe to our newsletter to be notified when international shipping becomes available.

Returns & Refunds

Can I return a product I changed my mind about?
Yes, within 14 days, if the product is sealed and unopened. Opened skincare and cosmetics cannot be returned for hygiene reasons. See full details on our Return Policy page.

What if my product arrived damaged?
Inspect at the door before paying. If damaged, refuse the package and message us immediately on WhatsApp. We will replace it or refund you in full at no extra cost.

How long do refunds take?
Orders are paid Cash on Delivery, so refunds are issued via mobile wallet, bank transfer, or store credit — your choice. Once we receive and inspect the product, the refund is processed within 5–10 business days (see our Return Policy).

Skincare advice

Can I get a skin consultation?
Yes. Our customer support team includes practising pharmacists. Send a WhatsApp message describing your skin type, concerns, and current routine, and we will recommend products that suit you. For deeper, in-person advice, visit any Omran Pharmacies branch in Greater Cairo.

Which sunscreen is best for oily skin?
For oily and combination skin in Egypt’s climate, Korean fluid-textured sunscreens (e.g. SKIN1004 Hyalu-Cica Water-Fit, Beauty of Joseon Relief Sun) and the European Bioderma Photoderm AKN Mat or La Roche-Posay Anthelios Oil Correct are popular choices. Message us for a personalised recommendation.

Are your products tested on animals?
We carry products from many international brands with different cruelty-free policies. Specific cruelty-free certification is shown on individual product pages where available.

Account & Communications

Do I need to create an account to order?
No. You can check out as a guest. Creating an account makes future orders faster and lets you track your order history.

How do I unsubscribe from marketing emails?
Click the unsubscribe link at the bottom of any of our marketing emails. To stop WhatsApp marketing messages, reply STOP to any one of them.

Still have a question?

WhatsApp customer service is the fastest way to reach us. Visit our Contact page for all the ways to get in touch.