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Shipping Policy

Because Go Gomla is a marketplace, products are sold and shipped directly by independent vendors. Each vendor sets their own shipping rates, methods and timelines.

1. Order Processing

  • Orders may be shipped in separate packages if they are from different vendors.
  • Processing and delivery times vary by vendor and will be displayed on the product page when possible.

2. Shipping Costs

  • Shipping fees are determined by each vendor and calculated at checkout.
  • Any promotions or free shipping offers apply only as stated by the vendor.

3. Tracking

  • After your order is dispatched, the vendor will provide tracking information where available.
  • You can view tracking details through your Go Gomla account.

4. Customs, Duties & Taxes

  • International shipments may be subject to customs duties and taxes.
  • These charges are the buyer’s responsibility unless otherwise stated by the vendor.

5. Customized / Made-to-Order Products

  • Customized or made-to-order products may require additional processing time.
  • Delivery dates shown on the product page will reflect the vendor’s estimated production plus shipping time.
  • Please review the vendor’s notes carefully before placing an order for a custom item.

6. Lost or Damaged Shipments

  • Please contact the vendor directly for issues with lost or damaged shipments.
  • If you are unable to resolve an issue with a vendor, contact our support team at support@gogomla.com and we will assist.

7. Contact Us

For general shipping questions about how the platform works, email us at support@gogomla.com

Return & Refund Policy

Overview
Go Gomla is a B2B multi-vendor marketplace facilitating wholesale transactions between Buyers and Vendors. We do not take ownership of goods, and each Vendor remains the seller of record. All return and refund requests are handled according to this policy and the Vendor’s own terms.

1. When Returns Are Accepted

Returns are accepted only in the following cases:

  • Defective goods – item not functioning due to manufacturing fault.
  • Damaged goods – item damaged in transit before delivery.
  • Incorrect goods – wrong product, quantity, or specification delivered versus the PO.

Not eligible for return:

  • Buyer’s remorse, overstock, or changes in demand.
  • Customised/personalised items (unless defective).
  • Items damaged after delivery or altered by the Buyer.

2. Timeframes

The deadline for submitting a Return Request is dependent on the condition of the goods: for Damaged / Incorrect Goods, the deadline is 5 business days from delivery. For Defective Goods (non-obvious), the deadline follows the Vendor's warranty (which is typically 30 days and will be explicitly stated on the product page). Requests submitted after these specific timeframes will not be accepted.

3. How to Request a Return

  1. Buyer Initiation – Buyer logs in and submits a Return Request with Order ID, reason, and evidence (photos/video).
  2. Vendor Review – Go Gomla forwards the request to the Vendor. Vendor must approve or deny within 5 business days.
  3. Return Authorization – If approved, Vendor issues a Return Merchandise Authorization (RMA) and provides the return address.
  4. Shipping


    For defective/damaged/incorrect goods: Vendor typically provides a pre-paid label or reimburses return shipping.


    For discretionary returns (if Vendor agrees): Buyer covers all return shipping costs.



  5. Inspection – Vendor inspects returned goods and reports findings to Go Gomla.

4. Refunds

  • Release of Funds – Go Gomla holds Buyer’s payment until the Vendor confirms receipt and inspection of returned goods.
  • Full Refund – Issued for items confirmed as defective, damaged, or incorrect (including original shipping).
  • Restocking Fee – For discretionary/non-defective returns, Vendor may apply up to 20% restocking fee, deducted from refund.
  • Timeline – Once Vendor confirms approval, Go Gomla refunds Buyer’s original payment method within 10-15 business days.

Important: Go Gomla acts only as a facilitator. Vendors remain directly responsible for the condition of their goods and compliance with applicable commercial laws.

Payment Methods

We offer different payment methods depending on the order value. Bank or Instapay transfers are available only for orders above 10,000 EGP.

  • Credit / Debit cards: Visa, Mastercard, American Express, Meeza
  • Bank transfers: National Bank of Egypt, Banque Misr, CIB (Commercial International Bank), QNB, AlexBank (domestic wire/IBAN transfer)
  • Instapay / instant transfers: Instapay (instant bank-to-bank), mobile wallet instant pay options, Fawry