Frequently Asked Questions
Everything you need to know about ordering, delivery, payment and returns. If your question is not here, message us on WhatsApp at +966 56 475 7889 and we will answer [within one business day].
Orders
Do I need an account to order?
No. You can check out as a guest. Creating an account lets you track orders, save addresses and keep a wishlist, which makes your next order faster.
How do I know my order went through?
You receive an order confirmation by email within minutes. If it has not arrived, check your spam folder, then message us with your name and mobile number and we will confirm it.
Can I change or cancel my order after placing it?
Yes, if the order has not yet been dispatched. Message us on WhatsApp as quickly as possible. Once the parcel is with the courier, our return process applies instead.
Can I change my delivery address after ordering?
We can usually correct an address before dispatch. Once the courier has collected the parcel the address cannot be changed, so please check it carefully at checkout.
Do you have a physical store?
We are an online store serving customers across the Kingdom. Everything in our catalogue is available on the website and in the Order KSA app.
Delivery
How long will my order take?
Orders are prepared within [1 to 2] business days, then delivered in [1 to 2] business days in the Eastern Province, [2 to 3] days to Riyadh, Jeddah, Makkah and Madinah, and [3 to 5] days to other cities. Full details are in our Shipping and Delivery page.
How much does shipping cost?
Shipping is [25] SAR, and free on all orders over [349] SAR. The exact charge is shown at checkout before you pay.
Which cities do you deliver to?
All cities across the Kingdom of Saudi Arabia, from Dammam and Khobar to Riyadh, Jeddah and beyond.
Do you ship outside Saudi Arabia?
Not at the moment. We deliver within the Kingdom only.
How do I track my order?
You receive a tracking number by SMS and email when your parcel is dispatched. You can also follow it from Track Your Order or from your account. Tracking can take up to 24 hours to become active after dispatch.
My tracking has not updated. What should I do?
Give it 24 hours from the dispatch notification. If it still shows nothing, message us with your order number and we will check directly with the courier.
What if I am not home when the courier arrives?
The courier contacts you on the number in your order and will attempt delivery [three] times. Please make sure your mobile number is correct and reachable.
Payment
What payment methods do you accept?
mada, Visa, Mastercard, Apple Pay, and instalment payment through Tabby and Tamara.
Is it safe to pay on your website?
Yes. The store runs on an encrypted connection and card details are handled entirely by our PCI DSS compliant payment providers. We never see or store your full card number.
How does Tabby or Tamara work?
Choose Tabby or Tamara at checkout and split your order into instalments. Approval and the payment schedule are handled by the provider, and their terms apply to that plan. Your order is dispatched as normal once approved.
Are prices inclusive of VAT?
Yes. All prices shown are in Saudi Riyals and include VAT at the applicable rate.
My payment failed but the amount left my account. What now?
This is usually a temporary authorisation hold rather than a completed charge, and banks normally release it within a few business days. Send us your order details and we will confirm whether a payment reached us.
Can I use more than one discount code?
One code per order. Codes apply to product value, not to shipping charges.
Returns and Exchanges
What is your return policy?
You can return or exchange an unused item, with tags and original packaging, within [7] days of delivery. Full conditions are on our Exchange and Return Policy page.
How do I start a return?
Message us on WhatsApp with your order number, the item and the reason, along with photographs if the item is faulty. We confirm [within one business day] and arrange the return. Please do not send anything back before contacting us.
Who pays for return shipping?
We do, if the item is faulty, damaged in transit, or not what you ordered. For a change of mind, return shipping is [25] SAR, deducted from your refund.
How long does a refund take?
We process refunds within [2 to 5] business days of receiving and inspecting the item. Your bank then takes [5 to 14] business days to show the credit.
I paid with Tabby or Tamara. How is my refund handled?
We notify the provider once the refund is approved and they adjust your remaining instalments. Keep following their payment schedule until they confirm the change, so no late fee is triggered on their side.
Can I exchange for a different bag?
Yes, for an item of the same or higher value, subject to stock. Any price difference is either paid before dispatch or refunded to you.
My bag arrived damaged. What do I do?
Photograph the parcel and the item and message us within [48 hours] of delivery. We resolve it at no cost to you, by repair, replacement or full refund including the original shipping charge.
Products
Are your bags genuine?
Every product we list is reviewed by our team for materials, stitching, hardware and finish before it goes on sale. We carry curated pieces from Pomonana and Bagco alongside our own selection.
Will the colour match the photos?
We photograph products as accurately as we can, but screens, lighting and device settings vary. Small differences in shade are normal.
Why do handcrafted bags look slightly different from each other?
Because they are made by hand. Small variations in grain, stitching and finish are a feature of the craft, not a fault.
Is there a warranty?
Yes. [30] days from delivery against manufacturing defects, covering stitching, hardware such as zips, clasps and handles, and lining separation under normal use. Everyday wear, water damage and overloading are not covered.
How should I care for my bag?
Store it in its dust bag when not in use, keep it away from direct sunlight and perfume, avoid overloading it beyond its shape, and wipe leather gently with a dry soft cloth. Our Bag Care Guide covers this in more detail.
When do you restock sold out items?
It depends on the piece. Message us with the product name and we will tell you whether it is returning.
Account and App
Do you have an app?
Yes, the Order KSA app is available on iOS and Android. It is faster than the website and keeps your order history in one place.
How do I delete my account?
Request deletion from our account deletion page or message us. We keep only the order and invoice records that Saudi tax law requires.
How do I stop marketing messages?
Use the unsubscribe link in any email, or reply STOP to any SMS. This does not affect order and delivery notifications.
Still Need Help?
- WhatsApp: +966 56 475 7889
- Email: [SUPPORT EMAIL]
- Contact form: Contact Us