Frequently Asked Questions (FAQs)

To track your order, please visit the tracking portal.

If you would like to return your order, it must be unused and in the same condition as it was delivered to you. If this is the case, please call our customer service team on 16565 or contact us to arrange the details

Once you have placed your order for 100% original Shell products on this website, your order will be fulfilled and delivered by our shipping partner.

All orders must be placed through this website and delivered to addresses within Egypt.

If you would like to change the delivery / shipping address to a different region or city, we will have to cancel and re-purchase your original order with the new delivery address. The reason why we need to do this, is so we can reduce fraudulent activity and ensure a high-quality service for your order.

Delivery charges are the costs undertaken by Shell Lubricants Egypt and our shipping partner to bring your order to your delivery address.

This is the official Shell Egypt website and all products offered to our customers are 100% genuine and original products. We use our official shipping partner to service and fulfil your orders.

It is only possible to book a car service through this website for Greater Cairo only. We offer an oil change with new filter service to customers daily between 10:00am and 9:00pm. We use a 2-hour booking slot that allows 30 mins to travel to your vehicle and 1.5 hours for your service. 2 hours before your booked appointment, you will receive a call from our Aramex driver to confirm the details of the booking with you. This will allow them to ensure that they have all the appropriate parts for your vehicle.

It is recommended that you inform Aramex as soon as possible with any changes to your order. The Aramex driver will contact you 2 hours before your order is delivered to your selected location. During this call, please discuss the changes to your order that you wish to make.

You can cancel your order up to 2 hours before the scheduled time by calling our customer service team on 16565.

Please contact our customer service team on 16565 from 9:00am to 9:00pm daily. On public holidays in Egypt, our customer service team will be closed and unable to take your call.

Please also contact us through our online service. We aim to respond to all enquiries within 24 hours unless it is during a public holiday.

Please contact us if you think that a product listed on our website does not meet these standards.