The questions asked most before and after ordering. If you don’t find your answer, message us on WhatsApp 01289999283.
Ordering & shipping
Do you deliver to all governorates?
Yes, we ship to every governorate in Egypt. The shipping cost appears at checkout by governorate before you confirm.
How long does delivery take?
Two to five working days depending on the governorate. Remote governorates may need an extra day.
Is cash on delivery available?
Yes. You can pay the courier in cash on delivery, or pay online by card while ordering.
How do I track my order?
You’ll get the tracking number by message once it leaves the warehouse, and you can follow it from “My account → Orders”.
Can I change or cancel my order?
Yes, before the shipment leaves the warehouse. Message us on WhatsApp as soon as possible with your order number.
Products & usage
Are your products genuine?
Everything sold here is made by So Sandy directly and reaches you from the factory with no middleman. We only guarantee purchases from this site or our official accounts.
Which range suits my skin?
Oily and acne-prone: The Oil Off. Pigmentation and uneven tone: Shine & White. Daily cleansing and hydration: Genius. And sunscreen Sun & Sun is a must with any range.
When will I see results?
Most formulas need four to eight weeks of regular use. Brightening and pigmentation care are naturally slower than oil control.
Do I use the serum before or after the cream?
The order: cleanser → serum → cream/moisturiser → sunscreen in the morning. Always lightest texture before heaviest.
Are the products safe during pregnancy and breastfeeding?
Some actives aren’t recommended during this period. Check with your doctor before starting, and message us so we can suggest a suitable alternative.
Returns & exchanges
I received a damaged or wrong product — what do I do?
Message us on WhatsApp 01225400516 within 48 hours of delivery with a photo of the product and your order number, and we’ll replace it.
Can I return a product without a reason?
Yes, within 14 days of delivery, provided the product is unused in its original condition and you have proof of purchase. Return shipping is deducted from the refund. Full details in the returns policy.
The product didn’t suit my skin — what do I do?
For the Mela Off cream specifically you can request a return within 30 days under the conditions set out in the returns policy, including medical follow-up from the So Sandy team.
Points & rewards
What are purchase points?
You earn points on every order, and the number of points is shown on each product page before you buy. Points turn into balance you can withdraw or spend on a later order.
How do I see my points balance?
From the “My account” page after logging in. Points are added once the order is complete, not when it is placed.