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Help Center

FAQs

  1. 1.1. How do I place an order?

    Shopping on Bloom is easy! Once you have found the product you want to buy, just follow the steps below:

    • Click on 'buy now', to add this product to your cart.
    • Click on 'cart' in the top right corner.
    • Register/Login into your account by entering your email and password.
    • Enter your shipping/billing information.
    • Choose your preferred payment option.
    • Click on 'Confirm order' to proceed to the payment portal and complete your order.

    Once your order is placed, we will either automatically confirm it by notifying you via email, or we will call youfor confirmation in case we need more details. Please note that this confirmation is a mandatory step before we ship your order. If you are unsure of whether your order has been confirmed or not, do not hesitate to contact our Customer Service Call Center 16350 or customer.care@bloom.com.eg. a few hours after your order placement.

  2. 1.2. How do I know my order has been confirmed?

    We'll send you an email once your order has been confirmed! We'll also send you an email as soon as yourorder left our warehouse (shipped).

  3. 1.3. My payment was processed successfully but I didn't get any order confirmation. What should I do?

    Please get in touch with our Customer Service Team at 16350 or customer.care@bloom.com.eg. So we canhelp you to resolve the issue.

  4. 1.4. How can I track my order?

    You can track the status of your order from the following link here (tracking Page Link), by entering your ordernumber and the order statuses will appear as follow:

    Order Statuses:

    1. Order Submitted - "Placed"

      Once you have placed your order on Bloom and your credit card has been authorized, your order status willappear as "Placed."

    2. Order Processing - "In Progress"

      Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment.During this time, your order status will appear as "In Progress.

    3. Order "Ready for Shipping"

      Please allow 1 - 2 business days for the order to be processed and prepared for shipment. Once the orderenters the "Ready for Shipping" status, no changes, or cancellations of your order can be made.

    4. Order Delivery - "Shipped"

      Once your order has left our warehouse, the order status will appear as "Shipped."

    5. Order Returned - "Delivered"

      Your order has been delivered successfully.

      Also we will send you regular updates about the status of your order via emails and SMS. After your order hasleft our warehouse and is on its way to you.

  5. 1.5. How quickly can I get my order?

    We do our best to get your orders delivered by the date listed on the product page. You can find more information about our delivery timelines here” Delivery Policy”. We also offer a premium delivery service for selected brands called Bloom Express.

  6. 1.6. My order is delayed, what should I do?

    We do our best to deliver on time. If in some exceptional case we are late, we will then inform you proactively.In case of doubt of question do not hesitate to contact our Customer Support Team at 16350 or customer.care@bloom.com.eg. You can follow your order's progress by entering the order tracking number on https://Bloom.eg/package/tracking.

  7. 1.7. Why am I having trouble placing products in the cart?

    If you are having trouble placing products in your cart, please make sure that you have made all relevant sizeand color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team at 16350 or customer.care@bloom.com.eg.

  8. 1.8. I haven't received the invoice for my order. What do I do?

    A hard copy of the invoice will always be sent along with your order. If you have not received an invoice,please get in touch with our Customer Service Call Center at 16350 or customer.care@bloom.com.eg. And we will send it to you.

  9. 1.9. How do I cancel my order?

    We fully understand that sometimes you might change your mind regarding your purchase. You have to track the status of your order from the following link here (tracking Page Link). If your order status is "Placed" or "In Progress", it means that your order has not yet been dispatched kindly call the Customer Service to cancel your order as soon as possible. Once the order enters the "Ready for Shipping" status, no changes, or cancellations of your order can be made, such cancelation will be treated as a return. Please refer to our Return/Other section (Return Page Link), Terms and conditions apply. For further information in all circumstances, you can always contact our Customer Service for any assistance.

  10. 1.10. How do I change my address?

    Unfortunately to protect our customers from potential fraud you are unable to change the address on your order once it has beenconfirmed, so please ensure that all of your address details are correct before you confirm your order.

  11. 1.11. Why is my order/item missing?

    If you are having trouble placing products in your cart, please make sure that you have made all relevant sizeand color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team at 16350 or customer.care@bloom.com.eg.

  12. 1.12. What do I do if my item is damaged?

    If, as a result of such error, you receive the wrong product or a faulty product, you only have to return the product to us in

    its original box and packaging intact within 14 days of receipt. Please refer to the Return section (Return Page Link). For further information.
  13. 1.13. How do I know when an item will be restocked online or stocked in stores?

    Some pages have an "email me" feature that lets us notify you when your product is back! If the productsays "coming soon" or "temporarily out of stock," come visit us again.

  14. 1.14. What happens to my order if an item is out of stock after my order has been placed?

    If an item in your order is out of stock after your order has been placed, the out of stock item will be cancelled from your orderand you will receive notification via email. All in stock items in your order will be shipped to you. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the “email me when in stock” alert. Orders that contain out of stock items will be partially cancelled.

FAQs

  1. 2.1. How much does Shipping cost?

    If you are having trouble placing products in your cart, please make sure that you have made all relevant sizeand color selections. If you still have problems, this may mean that the item you are trying to buy is sold out. Please get in touch with our Customer Support Team at 16350 or customer.care@bloom.com.eg.

  2. 2.2. How long does it take to receive my product?

    Estimated delivery times depend on the Shipping Method you chose.

    If you chose Standard shipping: your order will be delivered within 3 to 5 business days of placing the order.

    If you chose Bloom express: your order will be delivered in the Same-Day of placing the order. Please notethat Order must be placed before 2pm. Otherwise, an additional 1 business day may apply.

    And for delivery outside Greater Cairo: Your order will be received within 4 to 6 business days of placing the order.

    Kindly note that above timelines only applied for Greater Cairo (Cairo & Giza) and the timelines quoted are business days - Sunday to Thursday only, weekends and public holidays are NOT included. They vary depending on the delivery option chosen.

  3. 2.3. Will somebody contact me before delivering the package to my location?

    Yes, our delivery person will contact you to confirm your availability and exact location.

  4. 2.4. How can I track my order?

    We will send you regular updates about the status of your order via emails Or SMS. After your order has left our warehouseand is on its way to you, you can also track its status by entering your tracking number on here

    You can also contact our Customer Service Team on 16350 or customer.care@bloom.com.eg who will be happy to help you track your order.

  5. 2.5. Can you deliver to a different address than my billing address?

    Yes available only when you pay with credit card, you can ship to a different address in the checkout processyou will be invited to enter and select the billing and shipping address.

    If your order states is "Shipped": for that please contact our Customer Service Call Center at 16350 or customer.care@bloom.com.eg.

    If you want to change the shipping address to a different region or city, we will have to cancel and repurchase your original order.

  6. 2.6. Can I change my shipping address after I have placed my order?

    You can request for your order to be delivered to a different address within the same region or city before your order states is"Ready for Shipping" Once the order enters the "Ready for Shipping" status, no changes, or cancellations of your order can be made.

    If your order states is "Shipped": for that please contact our Customer Service Call Center at 16350 or customer.care@bloom.com.eg.

    If you want to change the shipping address to a different region or city, we will have to cancel and repurchase your original order.

  7. 2.7. I found the package open and the product seal broken on delivery. What should I do?

    You should refuse to accept any open package, as we will not accept returns of products unsealed (unless for defective reason).If you do accept such a package by mistake or find out it has been tampered with, please get in touch with our Customer Service Center immediately at 16350 or customer.care@bloom.com.eg.

  8. 2.8. I missed my delivery. What happens now?

    We will attempt to deliver your order again. We will try to deliver a total of 2 times before cancelling your order.

  9. 2.9. Will somebody contact me before delivering the package to my location?

    Yes, our delivery person will contact you to confirm your availability and exact location.

  10. 2.10. Can I pick up my item instead of having it delivered?

    Yes, this option can be chosen at the checkout step. You will be notified when your items arrive at the bloom branch you chose,so you can come for pick up.

  11. 2.11. Does Bloom deliver internationally?

    No, at that moment we do not provide international delivery.

  12. 2.12. I have a complaint about the delivery rider who came to deliver my order. What should I do?

    Apologies for the inconvenience caused, please get in touch our Customer Service Call Center at 16350or customer.care@bloom.com.eg. So we can make things right.

FAQs

  1. 3.1. How do I pay on Bloom?

    You can choose from the different payment methods available on Bloom. Please find below the list of available payment methods:

    You can find the payment methods during the final step of checkout in detail. Do not hesitate to contact our Customer Service for more information.

  2. 3.2.How do I pay with my Credit Card?

    At the end of the checkout chose Credit Card as payment options and follow the steps after confirming your purchase. Make sure that your bank activated your Credit Card for online payments. Please note that Bloom provides the most security on your payments.

    1. Checkout

      After having proceeded to checkout, simply select "credit" card payment option.

    2. Details

      Enter your card details such as:

      • Card number
      • Expiry date
      • Security code

    Then complete your order. To secure your payment, some banks will ask you for a security code, sent to your phone.

  3. 3.3.How do I use a gift card?

    It’s simple! When you get to the payment stage while in checkout, simply enter the gift card code in the voucher box.

  4. 3.4.Are there any hidden charges like sales tax when I make a purchase on Bloom?

    There are no hidden charges when you make a purchase on Bloom. The order amount is inclusive of all Vat. and shipping fees.In case your order is delivered partially you will be required to pay only for the item that has been delivered to you. The order amount will be mentioned on the parcel and the invoice. Please note that we will never ask you to pay extra cash to the delivery.

  5. 3.5.When will I be charged?

    If you pay by credit/debit card, once the transaction is completed online, your card will be charged automatically upon validation of the order.

  6. 3.6.Is it safe to order online?

    We use industry-standard encryption systems for potentially sensitive information, such as your name,address and other critically sensitive information like your credit / debit card details. Information passed between your computer and our website cannot be read in the event of someone else intercepting it.

  7. 3.7.Why was my Credit Card declined?

    If you experience trouble completing payment through credit card, first thing to do is to make sure that your card is activatedfor online payments and that you have enough limit to complete the transaction. Your bank can help you verify these details. Some cards issued outside Egypt are also not supported on Bloom and may be declined. Remember that you can complete your order through Cash on Delivery and pay at your doorstep or through other available modes.

  8. 3.8.Which currencies does Bloom Egypt accept?

    We only accept EGP.

  9. 3.9.Why is the Pay on Delivery disabled on my account?

    Our system has flagged your account as being associated with an unusual number of cancelled / rejectedorders and for this reason, the Pay on Delivery option is currently disabled on your account.

  10. 3.10.Who do I complain to if I was flagged wrongly?

    Please contact us on customer.care@bloom.com.eg or you can call our customer care at 16350 and we willlook into individual cases thoroughly.

It is our intention to ensure our customers are satisfied with their purchases from us.

If the product you receive is damaged, defective, counterfeit or not as described on the website, subject to return of the affectedproduct to us within 14 days of its delivery and satisfaction of our assessment and validation process, you will be entitled to receive a full refund of the price paid for the product, (with the exception of any shipping charges, if any)

All products must be unused and in the same condition as received, in their original box and packaging, with the original invoicewithin 14 days of receipt of by you. Except in respect of: Products we can’t refund or replace

Products we can’t process for return are listed below:

  • Makeup
  • Diapers
  • Baby wipes
  • Milk & nutrition items
  • Potty training items
  • Maternity Belt
  • Electronic items where the original seal is broken
  • Items that are not in original condition and packaging (For example, it came in a sealed box or plastic packaging and this was removed, broken or torn)
  • Damaged items due to misuse or showing signs of wear and tear, even if they are still under warranty period
  • Items that have been assembled, used, altered or installed, unless defective
  • Items that were sealed and require their hygienic levels to be intact from the manufacturer
  • Clearance items clearly marked as non-returnable

Note: All items which are returned will be assessed and validated before they are accepted for a refund. If the stated issue is not foundin the product you return, or if you return a product otherwise not eligible for refund as listed above, the product will be sent back to you and your claim for a refund will be rejected.

FAQs

  1. 4.1. How does Return Policy Work?

    • Initiate a Return Call to our Customer Service 16350 and we will then start investigating the problem.
    • Schedule Pick-up will be scheduled by one of our courier services.

      Kindly note that for all the items delivered outside Greater Cairo please send back the item to Bloom Headquarters:Bloom address, if you request a pickup service for the items to be returned or exchange, a new pick-up return fees will be applied according to your region or city.

    • Return The Item Pack the item in its original state and packaging. Hand over the package to the courier representative.
    • Refund Processed Once we receive your returned item, we will inspect it and process your refund.
  2. 4.2.Cancellation:

    We fully understand that sometimes you might change your mind regarding your purchase. You have to track the status of your orderfrom the following link here (tracking Page Link). If your order status is "Placed" or "In Progress", it means that your order has not yet been dispatched kindly call the Customer Service to cancel your order as soon as possible. Once the order enters the "Ready for Shipping" status, no changes, or cancellations of your order can be made, such cancelation will be treated as a return. Please refer to our Return/Other section (Return Page Link), Terms and conditions apply.

    Order Statuses:

    1. Order Submitted - "Placed"

      Once you have placed your order on Bloom and your credit card has been authorized, your order status will appear as "Placed."

    2. Order Processing - "In Progress"

      Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress.

    3. Order "Ready for Shipping"

      Please allow 1 - 2 business days for the order to be processed and prepared for shipment. Once the order enters the"Ready for Shipping" status, no changes, or cancellations of your order can be made.

    4. Order Delivery - "Shipped"

      Once your order has left our warehouse, the order status will appear as "Shipped."

    5. Order Returned - "Delivered"

      Your order has been delivered successfully.

    For further information in all circumstances, you can always contact our Customer Service for any assistance.

  3. 4.3. Refund Policy:

    Once we have received and inspected the returned product(s) and approved the return by email to you, we will refund the pricepaid by you for the product(s) (with the exception of any shipping charges, if any) as follows.

    If you paid

    • - By credit/debit card: the paid amount will be refunded to your card. The amount paid may take up to amonth to reflect in your card statement, depending on individual’s bank process.
    • - Cash on delivery: we will issue a store credit that you can use to order a replacement item or you can use it on your next purchase.Or simply transfer the credit balance to your personal bank account/ Postal Transfer will take up to ten (15) business days.
    • - With Bloom Points, your points will be credited back to your Bloom account within a reasonable period of time.

    Please contact our Customer Service who will be happy to assist you in your request.

FAQs

  1. 5.1. How can I sign-up as a customer on Bloom?

    • Start by clicking “Your Account” and then “sign up” in the top right corner of your screen.
    • You will then be asked to provide some basic information.
    • When you have provided the required information, click submit to finish the sign-up process.
    • We will send you an email to welcome you to Bloom.
  2. 5.2. I have forgotten the password to my Bloom account. How do I access it?

    Click “Your Account” and then “Login” in the top right side of your screen.

    Enter your registered email address and click “Proceed”.

    Now click the “Forgot your Password” button to get an email on your registered account with instructions on how to set a new password.

  3. 5.3. How can I add a new delivery address to my account?

    To add an additional delivery address to your account:

    • Click “Your Account” in the top right corner of your screen (if you are logged in you would see your name there).
    • Now click “Shipping Address” in the left side of the screen.
    • Click on “Add a New Address”, enter the details of the new address and click on “Save this Address”.
  4. 5.4. Can I add multiple email addresses to login to my account?

    To make sure that your account is always secure, multiple email addresses cannot be added. However, youcan replace your current email address with a new one anytime from "Your Account".

  5. 5.5. Why do I need to provide my email address to sign up?

    Your email address helps us provide timely information to you about your order. Also you can sign up withyour Google & Facebook accounts.

  6. 5.6. How can I change the password of my account?

    • Click “Your Account” in the top right corner of your screen (if you are logged in you would see your name there).
    • In the Manage profile details box click “Manage Password”
    • Enter the required information and click "Submit"
  7. 5.7. How can I deactivate my account?

    Why not just let it be and come back to us whenever you want. However, if you still want to deactivate your account please contactour Customer Service Center at 16350 or customer.care@bloom.com.eg.

  1. Introduction

    Welcome to Bloom.eg website. These terms and conditions apply to the Site, and all of its divisions,subsidiaries, and affiliate operated Internet sites which reference these Terms and Conditions.

    By accessing the Site, you confirm your understanding of the Terms and Conditions. If you do not agree to these Terms and Conditions of use,you shall not use this website. The Site reserves the right, to change, modify, add, or remove portions of these Terms and Conditions of use at any time. Changes will be effective when posted on the Site with no other notice provided. Please check these Terms and Conditions of use regularly for updates. Your continued use of the Site following the posting of changes to these Terms and Conditions of use constitutes your acceptance of those changes.

  2. Terms and Conditions of Use

    You are either at least 18 years of age or are accessing the Site under the supervision of a parent or legal guardian.

    We grant you a non-transferable and revocable license to use the Site, under the Terms and Conditionsdescribed, for the purpose of shopping for personal items sold on the Site. Commercial use or use on behalf of any third party is prohibited, except as explicitly permitted by us in advance. Any breach of these Terms and Conditions shall result in the immediate revocation of the license granted in this paragraph without notice to you.

    Content provided on this site is solely for informational purposes. Product representations expressed on thisSite are those of the vendor and are not made by us. Submissions or opinions expressed on this Site are those of the individual posting such content and may not reflect our opinions.

    Certain services and related features that may be made available on the Site may require registration orsubscription. Should you choose to register or subscribe for any such services or related features, you agree to provide accurate and current information about yourself, and to promptly update such information if there are any changes. Every user of the Site is solely responsible for keeping passwords and other account identifiers safe and secure. The account owner is entirely responsible for all activities that occur under such password or account. Furthermore, you must notify us of any unauthorized use of your password or account. The Site shall not be responsible or liable, directly or indirectly, in any way for any loss or damage of any kind incurred as a result of, or in connection with, your failure to comply with this section.

    During the registration process you agree to receive promotional emails from the Site. You can subsequentlyopt out of receiving such promotional e-mails by clicking on the link at the bottom of any promotional email.

  3. User Submissions

    Anything that you submit to the Site and/or provide to us, including but not limited to, questions, reviews,comments, and suggestions (collectively, "Submissions") will become our sole and exclusive property and shall not be returned to you. In addition to the rights applicable to any Submission, when you post comments or reviews to the Site, you also grant us the right to use the name that you submit, in connection with such review, comment, or other content. You shall not use a false e-mail address, pretend to be someone other than yourself or otherwise mislead us or third parties as to the origin of any Submissions. We may, but shall not be obligated to, remove or edit any Submissions.

  4. Order Acceptance and Pricing

    Please note that there are cases when an order cannot be processed for various reasons. The Site reserves theright to refuse or cancel any order for any reason at any given time. You may be asked to provide additional verifications or information, including but not limited to phone number and address, before we accept the order.

    In order to avoid any fraud with credit or debit cards, we reserve the right to obtain validation of your payment details beforeproviding you with the product and to verify the personal information you shared with us. This verification can take the shape of an identity, place of residence or banking information check. The absence of answer following such a demand will automatically cause the cancellation of the order within 2 days.

    We reserve the right to proceed to direct cancellation of an order for which we suspect a risk of fraudulent use of credit or debit card.

    We are determined to provide the most accurate pricing information on the Site to our users; however, errors may still occur,such as cases when the price of an item is not displayed correctly on the website. As such, we reserve the right to refuse or cancel any order. In the event that an item is mispriced, we may, at our own discretion, either contact you for instructions or cancel your order and notify you of such cancellation. We shall have the right to refuse or cancel any such orders whether or not the order has been confirmed and your credit card charged.

  5. Trademarks and Copyrights

    All intellectual property rights, whether registered or unregistered, in the Site, information content on the Site and all the website design,including, but not limited to, text, graphics, software, photos, video, music, sound, and their selection and arrangement, and all software compilations, underlying source code and software shall remain our property. The entire contents of the Site also are protected by copyright as a collective work under Egyptian copyright laws and international conventions. All rights are reserved.

  6. Special Cases

    1. Voucher should be used once per customer
    2. Customer is requested to have only one account on the website
    3. In case of creating multiple accounts or using any voucher more than once/ per customer , Bloom has the right to take legal action against the customer
    4. Any voucher abuse will be handled by Bloom `s legal team and the customer account will be blacklistedand will not be able to place any order from Bloom again
    5. If the customer wants to return his item for changing mind / dislike / no technical reason, he/she will have to pay the pick-up return fees
    6. Please note that postal refunds will only stay 60 days as per the new postal office rules
  7. Bloom Sales & discounts

    1. Bloom Sale promotional discounts are short-time offers of items that may be deeply discounted and of limited availability.
    2. Bloom Sales may only be applied to one unit of each product (unless otherwise stated).
    3. Orders must be placed before bloom sales expiration date.
    4. A Flash Sale must be redeemed by checking out through clicking the "Proceed to Checkout" button from your Shopping Cart.
    5. A limited quantity of bloom sales are available per item. If supplies are still available after all of the bloomsales have been used, customers may purchase the item at its regular bloom price.
    6. Bloom Sales are good only for specific products featured.
    7. Bloom Sales discounts do not apply to shipping or taxes.
    8. If you return a product purchased using a Bloom Sale, your refund will equal the amount you paid for the product, subject to applicable refund policies.
  8. CONTACT US - CUSTOMER SERVICE

    If you have any questions about the Terms and Conditions or any aspect of your order, please contact our Customer Service by email atcustomer.care@bloom.com.eg or by telephone at 16350 every day from 10 AM to 11PM except on public holidays.

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