Business Update

  • I want to place a Click & Collect order?

    Click & Collect is now available at select stores and pick up locations. You can view available collection locations during the checkout process. Alternatively, our home delivery service is still available in some regions.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I have received an email informing me that my order has been cancelled.

    A recent directive from the CITC requires us to cancel and refund all undelivered orders placed before 30th April. We have initiated this cancellation process and rest assured there is no action required from your side. Please kindly allow 14 days for the refund to be credited to your account.

    We sincerely apologise for the inconvenience caused and appreciate your understanding at this time. Thank you for your patience as our teams continue to work hard to process the refunds owing to the Government mandate.   

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I want to collect my order from store.

    Collection is now available from a number of stores. Some stores remain closed and your item/s will be held for you to collect once they reopen. Alternatively, if you would like to cancel your order, please contact our customer support team who will be able to assist you.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I have placed a home delivery order, when will my order be delivered?

    Due to operational restraints it may take us slightly longer than expected to deliver your order. Please see below for the latest delivery time frames.

    BAH: 5-7 business days
    KSA: 5-7 business days
    Kuwait: 10-14 business days
    UAE: 3-5 business days

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I would like to return an item/s I purchased online, what should I do?

    Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I would like to return an item/s I purchased instore, what should I do?

    Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I have a credit note which expired whilst your stores were closed, is there anything I can do? 

    Credit notes are valid for 6 months, in the event it expires during the period of store closures, please contact our customer support team who will be able to assist you.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  •  I visited one of your stores and it was closed.

    Due to territory regulations we have temporarily closed a number of stores. We are continuously monitoring the situation and will endeavour to reopen all of our stores as soon as possible.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • Your customer support team were meant to contact me, and they are yet to do so,

    We are currently experiencing extremely high volumes in our contact centre. It will take us slightly longer than usual to contact you. Alternatively, you can you can find the answer to our most frequently asked questions here.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I am unable to contact your customer support centre.

    We are currently experiencing extremely high volumes in our contact centre. Alternatively, you can you can find the answer to our most frequently asked questions here.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • What measures are you taking to ensure the safety of my products?

    Our teams are closely following COVID-19 guidelines as per the World Health Organization (WHO) and the local and national authorities. Your safety is of utmost importance to us. As a homegrown brand, we are in this together with you and understand your concern about yourself, your families and the communities we all live in.

    Our number one priority will always be the health and safety of you, our customers and our own people. We would like to share with you a few precautionary measures we have been practicing in our daily operations:

    Sanitised facilities. We own and operate all our warehouses ourselves, and ensure the highest standards of cleanliness and hygiene at all our facilities. In addition to our stringent safety standards, we have further introduced disinfection processes and rigorous sanitation of all locations. Along with sanitisers at all workstations, our employees have the appropriate protective gear to ensure their safety and yours.

    Driver hygiene. All our drivers have been trained on hand hygiene best practices as per WHO guidelines. Additionally, they are now sanitising their hands before and after every interaction.

    Contactless home deliveries. We have now advised changes to our standard doorstep procedure so that prepaid orders can be left at your door rather than being handed over – to minimize interaction.  For all Cash on Delivery orders, our couriers are trained on hand hygiene and will be sanitising their hands before and after every interaction.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I have submitted a return request, but I have not heard from you.

    Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.
  • I would like to place a cash on delivery order, but I am unable to.

    Due to temporary restrictions we are currently unable to accept cash on delivery, orders may still be placed using a credit or debit card. Customers with existing cash on delivery orders, we will make every effort to deliver your items. If we are unable to deliver your order, we will contact you with alternative options.

    Did you find it helpful? Yes No

    Send feedback
    Sorry we couldn't be helpful. Help us improve this article with your feedback.

Most popular questions

Most popular questions