FAQ

Most frequent questions and answers

Registration

Please use the contact form. Choose “Registration Problem” from the dropdown and let us know what is the problem.

This helps prevent spam orders and verifies that customers are real.

You have every right to do so. Please use the contact form and choose “Registration Problem” from the dropdown and send us your username and email that you would like to register. Please note that you are not required to fill out the phone field in the contact form.

Type your username in the mobile number field.

To reset your password, click “Forgot your Password” from the login popup and then enter your registered phone number. You will receive an SMS that will contain four-digits OTP numbers. Type it in the OTP field and click “Submit OTP”. You will be asked to set a new password. Kindly note that you can only request another OTP after 2 min.

For registered customers without a phone number. please use the contact form and choose “Registration Problem” and enter your registered username and email. We will email you a new temporary password.

ONLINE ORDERS

We accept Mada and Cach on Delivery.

Yes, the order can be canceled or changed 2 hours before the delivery time as stated in the shipping details.

We accept returns or exchanges within 3 days of receiving the items. For more details visit our Return Policy

Please use the contact form and provide your order number.

Please use the contact form and provide your order number and promo code

We recommend checking to ensure your order subtotal meets the minimum eligibility to use the code and check the dates the code is valid.

Sorry, only one promotion code may be used at a time.

Order statuses let you know how far along the order is, starting with “Pending payment” and ending with “Completed.”  The following order statuses are used:

1. Pending payment: Order received. Awaiting payment (unpaid).
2. Failed: Payment failed or was declined (unpaid) or requires authentication (SCA). Note that this status may not show immediately and instead show as Pending until verified.
3. Processing: Payment received (paid) and order is awaiting fulfillment.
4. Completed: Order fulfilled and complete.
5. On hold: Awaiting payment you need to confirm payment.
6. Canceled: Canceled by store manager or the customer.
7. Refunded: Refunded by store manager.
8. Authentication required: Awaiting action by the customer to authenticate the transaction and/or complete SCA requirements.

SHIPPING AND DELIVERY

Currently, we only serve and ship within Jeddah.

Due to some of our products need to be at low-temperature conditions.

We have delivery representatives for each group of districts in Jeddah.

All orders placed from 9:00 am to 4:00 pm will be shipped on the same day.

We have two shipping timelines. The first shipping timeline starts at 11:00 am to 1:00 pm. The second shipping timeline starts at 6:00 pm to 9:00 pm to all orders placed before 4:00 pm. Orders placed after 4:00 pm will ship the following day. However, “exception can be made” depends on the product availability, destination, and quantity. Leave a note on the checkout page.

Please use the contact form and provide your order number.

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