Firefly Shoes

If you need to return your order, please fill out the Return Form located at the bottom of this page.

Processing Time:

• Cairo, Giza and Other Governorates: 5–7 working days from the pickup date (including quality check).

Pickup:
Your item will be collected within 48 hours of submitting your return or exchange request.

Condition:
If the product is returned in any condition other than its original state, it will be sent back to you.

Delivery Fees:
Delivery and return shipping fees will be deducted from the refund amount and are non-refundable.

Refund Options

We offer several options depending on your payment method:

1. Cash on Delivery (COD)

If your order was paid in cash upon delivery, the refund amount will be credited to your WayUpSports.com wallet as store credit.
You can use this balance for any future purchases.

2. Installment & Payment Gateway (Valu, Souhoola, Premium, Contact, Halan, Seven, Aman, Tru)

If your order was paid using one of these payment methods, the refund will be:

• Processed within 48 business hours, and
• Reflected in your account within 3–5 business days.

3. Bank Card or Bank Account Payments

If the payment was made via bank card or direct bank transfer, the refund will be:

• Processed within 48 business hours, and
• Reflected in your account within 3–14 working days, depending on your bank’s policies.

Exchange Policy

Exchange is available for the same model only, in a different size.

To request an exchange, please:

• Fill out the Exchange Form located at the bottom of this page, specifying your desired size, or
• Contact us through our customer support channels for assistance.

Processing Time:

• Cairo & Giza: 5–7 working days from the pickup date.
• Other Governorates: 7–10 working days from the pickup date.

The exchange process begins once the original item is collected and passes the quality inspection.

Important Notes

• Defective or faulty products are eligible for a full refund.
• Inspection upon delivery is not permitted due to shipping company guidelines.
• The following items are non-returnable and non-exchangeable unless defective:
  Supplements, personal-use items (e.g., socks, boxers, sports bras, swimsuits, headwear, and water bottles).

Contact Us

• Customer Service Phone: +20 248808060
  (Saturday to Thursday, 10 AM – 6 PM)
• Social Media: Facebook, Instagram, or our Website Chatbot
  (Daily, 8 AM – 2 AM)
• Email: info@wayupsports.com