Refund and Returns Policy

How will I know that my order has been shipped?

When your orders placed on our site are delivered to cargo, cargo shipment information regarding your order is automatically sent to your e-mail address registered in our system.

Additionally, when you log in to our site, you can view your orders in the My Account section and view the status of your order instantly.

Will I pay any fees when receiving my order?

There is absolutely no extra fee charged during delivery. If the cargo officer asks you for any fee, please contact us.

My order arrived defective or incorrect, what should I do?

When your order is delivered to you by the cargo officer, you must check the outer package for damage before receiving it and prepare a ‘Damage Assessment Report’ in case of any damage. Another thing you should pay attention to regarding the damage assessment report is the statements made by the cargo officers in the report. For example, `There is no damage to the parcel. A report such as ‘The product is damaged’ will be interpreted as meaning that the product was not damaged during transportation, which creates problems during exchange. Be sure to warn the officer to keep a complete and accurate report of your damaged product.

(Ex: When the product arrived, it was checked and found to be damaged.)

In case of damage that you notice after receiving your order, you must immediately inform your cargo branch and request assistance in preparing a damage assessment report. If you cannot get the necessary help from the cargo branch, we kindly ask you to inform us.

As a result of having the cargo officer prepare a report and delivering the product to us, your exchange process will be completed quickly and you will be informed.

    
IMPORTANT:  You must send your damaged product to us via the cargo company that delivered it to you.

My bill was not delivered with my order. What should I do?

All orders delivered by cargo are delivered to the cargo company according to the invoice and with the invoice.
Our official invoices are an integral part of your shipped order. Your invoice is delivered to you in a transparent plastic pocket bag, outside the parcel containing your order.

If for any reason the invoice in this pocket is not delivered to you by the cargo company, please remind the cargo officer and ask insistently.

For invoices that cannot be delivered despite all your requests, please keep a report and notify us. The cargo company will find it as soon as possible, or a stamped copy of the original will be sent to you by us.

Didn’t I receive all the products in my order?

If there is more than 1 product in your order, our shipments can be made in parts.

The number of products must be the same as the number of products stated on the invoice you receive. A separate invoice is issued for each partial shipment.

If the products specified in the invoice are not included in the package, ask the cargo officer to keep a report and contact us.

What happens if no one is at the address at the time of delivery?

If the cargo officer cannot find anyone at the address, he leaves a “Cargo Notification Note” and brings the cargo back to the branch. In this case, the cargo must be collected from the branch by the buyer within 3 days.

Can I change the recipient name or address after placing an order?

You can change the recipient name or address if your order has not been shipped yet. The cargo officer who will come to your address will check your identity and deliver to the name you provided.

What Should Be Considered During Cargo Delivery?

When the products in your order from our website arrive, you can open and check the cargo package after signing the delivery receipt while the cargo officer is with you. If there is any mistake or deficiency in the package content, you can prepare a cargo report and send it back to us or provide information.
In such cases, if you have any problems with the cargo officer, we kindly ask you to inform us immediately. The necessary intervention will be made by us as soon as possible and your problem will be resolved.

From which cities can I order?

You can order from anywhere in Jordan. 

Can I order from abroad?

Currently it is not possible to ship outside Jordan.

Can I return the product I purchased?

You can return the product you purchased from our website, unused and unopened, within (7) days from the delivery date.
After you submit your return request via our call center, our WhatsApp line at 07 9871 4000 , the return procedure will begin after you send the products you want to return to our address on our website, via the cargo company we work with, with a prepaid payment.