We want you to feel confident about every order. This policy explains when and how you can exchange or return items, in line with the E-Commerce Law of the Kingdom of Saudi Arabia.
Exchange and return window
- You may request an exchange or return within 7 days of receiving your order.
- Items must be in their original condition, unused, in the original packaging with accessories and invoice.
Items that can only be returned if defective
- Perfumes, oud oil and bakhoor once the packaging is opened or the seal is broken.
- Cosmetics and personal-care products once opened, for everyone's safety.
- Fabric cut to the length you ordered, and clothing tailored or altered for you.
- Items bought through "We buy it for you" after delivery, unless they differ from what we agreed.
If an item arrives defective or different
- Contact us within 3 days of delivery with clear photos.
- We replace it or refund the full amount including delivery, at no cost to you.
How to request an exchange or return
- Contact us on WhatsApp or through the Contact page with your order number and the reason.
- We confirm the request and arrange how the item comes back.
- Once we receive and check the item we exchange it or refund you, and keep you informed at every step.
Refunds
- Refunds go back to the original payment method within 14 business days of receiving and checking the item. Cash-on-delivery orders are refunded by bank transfer.
- The original delivery fee is refunded only when the return is caused by our mistake. For change-of-mind returns the return shipping is paid by the customer.
- We refund the amount you actually paid after discounts or a negotiated price.
Packages and gifts
- Package items are returned together as received. If you keep some pieces, they are charged at their regular price.
- A free gift is returned with the item, or its regular price is deducted from the refund.
Loyalty points
Points earned on a refunded order are cancelled, and points you used on it are returned to your balance.