Order issues
Include your order number, registered phone number and a brief description so we can help you quickly.
Tolba help centre
We’re here to help you
Have a question about an order, payment, refund, your account or your data? Send us the details and our support team will review them as soon as possible.
Payments and refunds
Send your order number, payment method and the transaction status you see. Do not share your full card details.
Account and privacy
We can help with signing in, updating your account, requesting a copy of your data or deleting your account.
Tolba’s team will never ask for your verification code, password or full card number. Do not send sensitive payment details by email.
Frequently asked questions
Quick answers to our most common questions.
How do I track my order status?
Open My Orders in the app and select your order to see its current status. You will also receive notifications for key status changes.
Can I cancel an order?
The cancel button is available during the period shown after placing your order. After that period, contact support with your order number so we can review its status.
When will a cancelled order be refunded?
Under the current operating policy, when cancellation is accepted for an order verified as paid by bank card or electronic wallet, the eligible amount is credited to your Tolba points balance for future orders instead of being automatically returned to the card or wallet. Each point equals one Egyptian pound for purchases within Tolba, and refund points can be used at stores available on the platform.
Cancellation compensation in points equals the amount paid electronically for the order, excluding the online payment processing fees disclosed at checkout. For example, if you paid EGP 100 for the order and EGP 3 in online payment fees, compensation is 100 points, not 103 points.
The points policy and exclusion of fees do not reduce any mandatory legal right. If the law requires a refund to the original payment method or a refund of fees, those rights apply and support will review the case. Using the service does not waive those rights.
Cancellation and refund policy detailsWhy can’t I see all payment methods?
Available payment methods depend on service settings, your area and the payment method’s status at checkout.
How do I request account deletion?
Email our official address with the subject “Account deletion request” and your registered phone number. We will only request the steps needed to verify account ownership and retain financial records where required by law.
Need help with your account or account deletion?
Send your registered phone number and describe your request. Do not send verification codes or sensitive payment details.