Refund policy

If the bag is not right, send it back. We will not make it difficult.

Last updated: 26 August 2026

Buying a bag online means you cannot hold it first. So if it arrives and it is not what you hoped for, here is exactly how to send it back.

1. The short version

Return window	[7] days from delivery
Exchange window	[7] days from delivery
Condition	Unused, tags attached, original packaging
Return shipping, our fault	We pay
Return shipping, change of mind	[25 SAR, deducted from your refund]
Refund processed	[2 to 5] business days after it reaches us
Money in your account	[5 to 14] business days, set by your bank
Warranty on defects	[30] days from delivery

2. How long you have

You have [7] days from the day your order is delivered to tell us you want to return or exchange it. The clock starts on the delivery date the courier records, not the day you ordered.

After that we cannot accept a return, with one exception: if the bag has a manufacturing defect, the warranty in section 8 covers you for longer.

3. What condition it needs to be in

We resell what comes back, so it has to arrive the way it left us:

• Unused and unworn, with no marks, scratches or perfume on it
• Tags still attached
• In its original packaging, with the dust bag, box and anything else that came with it
• With your invoice or order number inside

Every return is inspected when it arrives. If it shows signs of use, damage that happened after delivery, or is missing tags or packaging, we cannot accept it, and we will send it back to you at your cost. We would rather say this plainly now than surprise you later.

4. What we cannot take back

• Anything returned after the [7] day window
• Items that have been used, worn or altered
• Damage from misuse, accidents, water or chemicals
• Items without tags, packaging or proof of purchase
• Personalised or made-to-order pieces
• Anything marked final sale or clearance when you bought it
• Gift cards

On handcrafted bags, small differences in colour, grain and finish between one piece and the next are how handmade work looks. That is not a fault and it is not grounds for return. If something is genuinely wrong with the piece, section 8 covers it.

5. How to start a return

1. Message us on WhatsApp at +966 56 475 7889, or email customerservice@orderksa.com, within [7] days. Tell us your order number, which item, and why. Send photos if it is faulty or arrived damaged.
2. We reply, usually [within one business day], and tell you how to send it back.
3. Pack it up in the original packaging with the tags and everything that came with it, and put the invoice or order number inside.
4. Hand it over to the courier we arrange, or send it to the address we give you.
5. We check it and confirm, then your refund goes through or your exchange goes out.

6. Exchanging instead

You can swap an eligible item for something of the same value or higher. If the new piece costs more, you pay the difference before we send it. If it costs less, the difference comes back to your original payment method.

Exchanges depend on what is in stock. If the piece you want has sold out, we will suggest an alternative or refund you, whichever you prefer.

7. Getting your money back

Once your return arrives and passes inspection, we process the refund within [2 to 5] business days. It always goes back to the method you paid with.

mada, Visa, Mastercard	To the same card, in [5 to 14] business days depending on your bank
Apple Pay	To the linked card, in [5 to 14] business days
Tabby	We notify Tabby, who adjust or cancel your remaining instalments under their terms
Tamara	We notify Tamara, who adjust or cancel your remaining instalments under their terms

How fast your bank shows the money is out of our hands. If it has not appeared after the time above, message us with your order number and we will send you the refund reference to give them.

Paid with Tabby or Tamara? Keep paying your instalments on their schedule until they confirm the change. We notify them the moment your refund is approved, but until it lands on their side, a missed payment can still trigger a late fee. That is their fee, not ours, and we would rather you never see it.

8. If something is faulty

If your bag arrives damaged, or a fault appears later, send us photos and we will sort it out at no cost to you. Depending on the case and what you prefer, we will repair it, replace it, or refund you in full.

What the warranty covers

[30] days from delivery against manufacturing defects: stitching that comes apart, hardware that fails such as zips, clasps and handles, and lining that separates under normal use.

What it does not cover

Everyday wear, scratches and marks from use, colour fading from sunlight or rubbing, damage from water, perfume or chemicals, overloading the bag beyond what it is built for, poor storage, and repairs done by anyone we have not approved.

9. Wrong item, or something missing

If you open your parcel and find something you did not order, or something is missing, message us within [48 hours] with photos of the parcel and what was inside. We fix it at our cost, and you pay nothing to send anything back.

10. Who pays for return shipping

Delivery to you is always free. Sending an item back works like this:

Faulty or defective	We do
We sent the wrong item	We do
Damaged in transit	We do
Changed your mind	[25 SAR, taken off your refund]

11. Cancelling before it ships

You can cancel at no cost any time before your order leaves us. Message us on WhatsApp as soon as you know, and we will stop it if it has not reached the courier. Once it has, the return process in section 5 takes over.

12. Your rights

Everything on this page sits alongside the rights you already have under Saudi consumer protection regulations. Nothing here reduces them.