Delivery
-What are the shipping fees?
The shipping fee is 30 riyals with various shipping companies without installation, and there is shipping via Al-Faleh at a cost of 50 riyals, with installation for large appliances and tables inside the cities where our branches are located only.
Installation with Al-Faleh does not include making any modifications to the customer’s home or creating openings in walls or ceilings to install the product.
When the customer receives a free delivery offer, he is required to pay its value upon exchange or return.
- How can I track my order?
You can track your order seamlessly, once the product is shipped, by entering the (shipment) number from the account / order status or contacting us at [email protected]
- My order has been shipped, what is the next step?
This means that the order has already been shipped from us by one of the shipping and delivery companies that we deal with.
The delivery company will contact you when the shipment is ready for receipt via mobile phone, and the delivery company will send a text message containing a tracking link, through which you can track the status of your order.
or
You can contact our customer service team and send an email to: [email protected]
Requests
- How long will it take to receive my order?
Delivery time of products depends on where you live
Shipping and delivery times may vary depending on the product and shipping method:
However, you will receive your order within 10 working days for delivery via Al-Faleh with installation, and during the sales period you will receive your order within 12 working days after confirming the order/payment.
You will receive your order within 6 working days for delivery via shipping companies, and during the sales period you will receive your order within 10 working days after confirming the order/payment.
Please check the order confirmation message sent by 'Elfaleh
- I did not receive my order, what should I do?
You can contact our customer service team and send an email to: [email protected]
- How can I change the delivery address?
- To add or edit the delivery address
- Log in to my account
- Go to the address book
- Edit/delete your current address or add a new address
- You can select any address as your default shipping and billing address
- If your shipment is on its way for delivery and you want to change the delivery address, please contact our customer service team and we will be happy to serve you and send an email to: [email protected]
- Our delivery partner will contact you prior to delivery and you will have the opportunity to confirm or change the shipping address for them at that time as well.
- How can I cancel my order?
A- If the order has not been shipped:
- To cancel your order, please contact the customer service team and we will be happy to serve you, or send an email to: [email protected]
- Our team may ask you to know the reason for cancellation so that we can serve you better in the future
B- If the order has been shipped
- When products are shipped by a delivery partner, it will be difficult for us to cancel your order
However, inform us of your desire to cancel the order and we will submit the request to the delivery partner to cancel your order
You can also respond to the delivery partner’s call and refuse to receive the order by stating the reasons
- What if the product I received is damaged?
Please contact our customer service team and we will be happy to serve you or send an email to: [email protected]
- Why did the delivery company return my shipment?
When the product is shipped, our delivery partners will attempt to contact you 3 times
Communication may be in the form of an SMS or phone call
Delivery partners will hold the shipment for up to 7 days of shipment. If they cannot reach you, the shipment will be returned to us
- Can I request delivery outside the GCC countries?
We currently cover Saudi Arabia only
We are planning to expand into the Middle East soon, stay tuned
Retrieval
- I have changed my mind. Can I cancel the order before receiving the product?
If the product has not been shipped*
Please contact our customer service team and we will be happy to serve you or send an email to: [email protected]
If the order has been shipped:*
- When the order is shipped by a delivery partner, it will be difficult to cancel your order
- However, inform us that you wish to cancel the order and we will submit the request to the delivery partner to cancel the order
You can also respond to the delivery partner’s call and refuse to receive the order by stating the reasons.
- The shipping cost will be deducted when the order is canceled after shipment and before receipt or returned after receipt.
- Why can't I return some products?
Unfortunately, you cannot return the following products:
- Products not in their original packaging, products that are missing their original labels or serial numbers, and missing accessories.
- What is the return notice period?
- All products must be returned to us before use and in the same condition in which they were delivered, in the original box and packaging as is, along with the original invoice within 8 days of receipt of your order depending on the type of products, please refer to the section below for further information.
- We will not accept any returns if the original packaging has been opened or altered
- We require that you have valid proof of purchase. This evidence can be a store receipt/invoice or an online payment invoice
- Personal wearable products cannot be returned
- Merchandise sold as part of sales or promotions cannot be refunded
- Returns of defective products are limited to defects that are not the result of accident, misuse, misuse, modification, attempted repair, post-purchase neglect, natural damage and/or Failure to follow product care advice
- Returns will only be accepted if the product is defective
- Returns that are damaged or soiled may not be accepted and returned to you
- If we receive any returns for defective items that do not meet our return policy, we will return the item to you
- Please send all items you wish to return from your order in the same shipment to ensure they are processed as quickly as possible
- We will not bear the shipping costs for returning products unless you use or choose a shipping service provider, through your account on the website.
- We offer a flexible returns policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of customer returns, and may refuse to accept orders at our discretion if products are returned frequently*
- Can I get a full refund?
If the product is returned as a result of a defect in the product or a manufacturing defect, damage upon delivery, or the wrong product was delivered, the customer will not be charged any shipping fees or bank transfer fees (30 riyals).
In the event that the product is returned for other reasons (i.e. the customer needs to exchange the product or changes his mind)*The customer will have to pay shipping fees or bank transfer fees (30 riyals).
When the customer receives a free delivery offer, he is required to pay its value upon exchange or return
- When can I get my money back?
For orders purchased using a credit card:*
The amounts paid will be returned directly to your card.
For orders using SADAD:*
The amounts will be returned to the customer’s account via bank transfer after the customer provides us with his information
- How can I return the product?
Follow the steps below to return the product:
- Please contact our customer service team or send an email to: [email protected]
- We will register your request to return the product
- If you want to return the product via our delivery partner
- We will send you the Airway Bill number via mail, and you must print and paste it on the product box, and deliver the product to the shipping company’s delivery center for faster return.