Consumer Rights & Obligations Policy (Shipping & Delivery)
Consumer Rights and Obligations Policy for Shipping and DeliveryShipping and Delivery Timeframes
Order processing begins once payment is confirmed and the product is available in stock.
Delivery within the Kingdom of Saudi Arabia typically takes 3 to 10 business days and may extend up to 15 business days* depending on the customer’s city and the workload of shipping companies.
*Official holidays and public occasions are not counted within the delivery timeframe. Delivery resumes once the official holiday period ends.
Delayed Delivery
Where delivery is delayed for more than fifteen (15) days from the agreed delivery date for reasons not attributable to the customer, the store will notify the customer of the delay. In this case, the customer may:
cancel the order; or
agree on a new delivery date with the store.
In all cases, the customer may exercise the rights afforded to them under the Saudi E-Commerce Law and its Implementing Regulations.
Partial and Split Deliveries
Orders containing more than one item may be delivered in more than one shipment. For example, where items are dispatched from different locations or become available at different times. In such cases each shipment is delivered separately with its own tracking number, and the relevant delivery timeframe applies to each shipment independently. Splitting an order into multiple shipments at the store's initiative gives rise to no additional shipping charge to the customer.
An order is considered fully delivered only once all of its items have been received. The inspection and reporting provisions of this Policy apply to each shipment separately, from the time that shipment is received.
If any item in a multi-item order is missing, or not delivered, the provisions on missing items and on defective, incorrect, or non-conforming items apply to that item.
Service Fees
Shipping and delivery fees are displayed clearly to the customer before completing the payment process.
Completing the order constitutes the customer’s final approval of the shipping cost and the selected delivery method.
Customer Obligations (Accuracy of Information)
The customer must provide accurate information (full name, mobile number, national address, city and district).
The customer bears full responsibility for any delay or failed delivery resulting from incomplete or incorrect information.
A valid mobile number capable of receiving calls and messages (SMS/WhatsApp) must be provided for coordination with the delivery team.
Delivery Procedure
Orders are delivered to the customer or an authorized representative (who must be at least 18 years old).
Tracking the shipment using the tracking number is the customer’s responsibility once the order is dispatched from the store.
Order Inspection and Reporting Damages
The customer must inspect the external condition of the shipment upon delivery and before the courier leaves.
In case of visible damage or missing items, the customer must notify Customer Service and provide photos within 24 hours from the official delivery time.
Receiving the order confirms only the apparent external condition of the shipment and the absence of visible damage or shortage at the time of delivery. It does not waive your rights in respect of hidden defects, non-conforming items, or faults not apparent on external inspection, which you may report within the timeframes set out in the Exchange and Return Policy and which remain protected under the applicable laws of the Kingdom and any applicable warranty.
Defective, Damaged, Incorrect, or Non-Conforming Items
Where a delivered item is defective, damaged, incorrect, or does not match your order, your remedies – including repair, replacement, or refund – together with the applicable conditions, timeframes, and which party bears return-shipping costs, are governed by the Exchange and Return Policy, which is to be read together with this Policy.
Please report such items to Customer Service with the order number and supporting photographs within the inspection and reporting timeframes set out in the Exchange and Return Policy.
Failed Delivery Attempts and Order Cancellation
A "failed delivery attempt" means any occasion on which the courier is unable to hand over the shipment for reasons attributable to the customer, including:
the customer or an authorised representative not being present at the delivery address;
the customer being unreachable by phone or message to coordinate delivery;
refusal to receive the order without lawful cause; or
the address provided being incorrect, incomplete, or inaccessible.
The courier will make up to two (2) delivery attempts. Where practical, the second attempt will be made within twenty-four to forty-eight (24 to 48) hours of the previous one, and the customer will be notified of each attempt to allow proper scheduling. If both attempts are unsuccessful, the store reserves the right to cancel the order.
Where the order was paid in advance, the amount paid for the products will be refunded using the original payment method. Where the failed delivery is attributable to the customer, the store will deduct both the actual outbound shipping cost (the cost of shipping the products to the customer) and the return shipping cost (the cost of returning the undelivered products to the store).
Refunds are processed within the period stated in the Exchange and Return Policy. If the customer later requests re-shipment of an order returned due to a failed attempt attributable to the customer, the customer shall bear the re-shipping fees and any additional costs. No such fees apply where the failure is attributable to the store or the courier.
Liability for Delays
The store is not liable for delays caused by force majeure or events genuinely beyond its reasonable control, such as severe weather, natural disasters, operational issues within shipping companies, or official directives.
Order Modifications, Cancellations and Communication
Before your order has been shipped, the customer may request to modify the order details, including the delivery address, by contacting Customer Service, and the store will accommodate such requests where reasonably possible. Once the order has been shipped, the ability to modify the delivery address or order details depends on the policies of the courier/shipping company and the extent to which it permits such changes, and the store does not guarantee that any modification can be made at that stage.
The customer may cancel the order at no charge only where it has not yet been processed for shipment (including packing or preparation for dispatch), by contacting Customer Service. Where the order was paid in advance, the amount will be refunded using the original payment method within the period stated in the Exchange and Return Policy. Once the order has been processed for shipment, packed, or dispatched, it can no longer be cancelled.
For any inquiries regarding shipping, please contact the store through its official customer service channels.