Store Policy
Store Policy
On this page, you will find everything you need to know about orders. The store reserves the right to update this policy without prior notice.
Working Days
From Sunday to Thursday, excluding:
- The first four days of Eid holidays
- Official public holidays
Any mention of “business days” refers to the store’s working days.
Customer Support
Customer support is available on working days through approved communication channels from 8:00 AM to 10:00 PM
(During Ramadan: from 4:00 PM to 2:00 AM)
Approved communication channels:
Orders
- Customers must review all available options before payment.
- Please read the product deion carefully before placing an order.
- Once the order is placed, modifications are not allowed. Customers may cancel the order through the website before preparation begins.
- Once the order is being processed, prepared, or a shipping label has been issued, it cannot be canceled or returned.
- Customers may add notes in the product notes section; we will do our best to fulfill them, but they are not guaranteed.
- All available product information is listed in the deion. For any inquiries or missing details, please contact us through the available channels.
- If the order arrives incomplete or incorrect, the store is responsible. Customers are entitled to compensation or completion of the order, provided the store is notified within three business days of receiving the order.
- Orders are confirmed only after payment is completed. For bank transfers, proof of payment must be attached.
- Customers must provide a complete and clear address including name, street, house number, district, and a nearby landmark. Missing information is considered an incomplete address.
- If shipping via DHL, all information must be provided in English. Failure to do so may result in an incomplete address.
Shipping
- The store does not modify addresses and submits them exactly as provided by the customer.
- Orders are handed over to the shipping company within three business days.
- Delivery is made to the provided address or the nearest branch, depending on the shipping company.
- Shipping time is estimated and may extend up to 15 business days after dispatch.
- Delivery time is calculated after handing the order to the shipping company.
- Delays caused by incomplete information are not the store’s responsibility.
- If a shipment is returned due to incomplete information, the customer bears the cost of return and reshipping. The customer must contact the store within three business days to resolve the issue. Otherwise, the store is not responsible for storing the shipment and may dispose of it.
- The store reserves the right to change the shipping provider if it benefits the order (e.g., faster delivery).
- After shipment, the customer is responsible for tracking the order with the shipping company to ensure timely delivery.
- If no tracking number is received, the customer must contact the store to obtain it.
- If delays occur due to the shipping company, the store will provide compensation.
- If a shipment arrives damaged, the customer must notify the shipping company before accepting it, refuse delivery, and then contact the store for compensation.
- If a shipment is received in good condition and the customer chooses to return it, they must return it via the nearest shipping branch before compensation procedures begin.
- If the shipment is not received within the specified timeframe, the customer must notify the store within three business days.
- Failure to contact the store within three business days waives the right to compensation.
- Failure to report any issue within three business days gives the store the right to take appropriate action regarding the shipment.