FAQ
Frequently Asked Questions
Orders, Shipping & Payment
Q: Can I pay cash on delivery?
A: Yes. Cash on Delivery is available on every order across Egypt. Please have the exact amount ready when the courier arrives. We also accept card payments at checkout.
Q: How much is shipping?
A: Shipping is currently free on every order as part of our running promotion. Outside promotional periods, shipping is calculated at checkout based on your governorate.
Q: How long does delivery take?
A: Cairo & Giza: 2–4 business days. Alexandria & major cities: 3–6 business days. Other governorates and remote areas: 5–8 business days. Times may be longer during peak seasons and public holidays.
Q: Do you deliver to my area?
A: We deliver to all governorates across Egypt through trusted courier partners. Some remote areas may need extra delivery time.
Q: Will someone confirm my order before it ships?
A: Yes — our team may call or WhatsApp you to confirm your address and order details before dispatch. This is simply to make sure your order reaches you correctly.
Q: Can I cancel or change my order?
A: Yes, before it ships. Message us on WhatsApp at +20 10 3311 4989 as soon as possible and we'll sort it out. Once the order has shipped, our Refund Policy applies.
Q: What if my order arrives damaged, broken, or incorrect?
A: Contact us on WhatsApp or email within 48 hours of delivery with your order number and clear photos. We'll review and arrange a replacement or refund, and we cover the shipping cost when the mistake is ours. Full details in our Returns & Refund Policy.
Q: Can I return a product after I've opened it?
A: For hygiene and safety reasons, opened or used skincare products cannot be returned or exchanged unless there is a defect. This is standard practice for cosmetics in Egypt. Please see our Returns & Refund Policy for the full terms.
Q: How do I reach a human?
A: WhatsApp or call +20 10 3311 4989, Saturday–Thursday 10:00–18:00 Cairo time, or email info@theonly-cosm.com. We reply within 24 hours.
General Questions
Q: Are THE ONLY products suitable for all skin types?
A: Our formulas are designed to be gentle and suitable for most skin types, including sensitive skin. We always recommend a patch test before first use. If you have a specific skin condition, please check with a dermatologist first.
Q: Can I use multiple THE ONLY products together?
A: Yes — they're designed to work together as a complete 3-step routine: cleanse, protect, renew. See The Routine.
Q: When will I start seeing results?
A: Skin renewal cycles typically take 4–8 weeks. We recommend sticking with the full routine consistently for at least that long before judging results.
Q: Are your products safe during pregnancy?
A: Our NIGHT CREAM contains Retinol and is not recommended during pregnancy or while breastfeeding. For any other product, please check with your doctor.
Facial Cleanser
Q: How often should I use the facial cleanser?
A: Twice daily — morning and night — as the first step of your routine.
Q: Does it dry the skin?
A: No. It's soap-free and sulfate-free, formulated to cleanse thoroughly while keeping the skin's moisture barrier intact.
Day Cream SPF 50+
Q: Is the Day Cream a sunscreen, or do I need a separate one?
A: The Day Cream is your sunscreen — it provides broad-spectrum SPF 50+ protection. You do not need to layer another sunscreen over it.
Q: How often should I reapply?
A: Apply every morning 15 minutes before sun exposure, and reapply every 2 hours during extended time in direct sun.
Q: Can I wear it under makeup?
A: Yes — it absorbs fast with no white cast and works well as a base under foundation.
Night Cream
Q: What does the night cream do?
A: It supports overnight renewal — Retinol with an AHA/BHA/PHA complex helps smooth the look of texture, while Alpha-Arbutin, Kojic and Tranexamic Acid help even the appearance of skin tone.
Q: Can I use it every night?
A: Yes, it's designed for nightly use. If your skin is new to Retinol, start 2–3 nights a week and build up.
Q: Is it suitable for oily skin?
A: Yes — it hydrates without a heavy finish.
Usage & Safety
Q: What if irritation occurs?
A: Stop using the product and consult a dermatologist if it persists. Introduce active ingredients gradually, and always use sun protection during the day.
For Clinics & Professionals — Cold Peel
The Professional Cold Peel is a clinic treatment, not a retail product. See our Cold Peel page or Professionals page.
Q: What is a cold peel?
A: A gentle exfoliation treatment that removes dead skin cells without the intense irritation of traditional chemical peels.
Q: Is it safe for sensitive skin?
A: It should be used carefully and for a shorter duration, under professional supervision. A patch test is always performed first.
Q: Can it be combined with other exfoliating products?
A: Combining it with other strong exfoliants is not recommended, to avoid irritation.
