Terms and Conditions of Sale
This page sets out the legal terms and conditions (“Terms & Conditions”) under which M.H. Alshaya Co. W.L.L. or its relevant affiliated company in your territory of residence sell any of the products (“Products”) listed on this website (“Website”) to you. We seek to comply with international standards in distance-selling and e-commerce at all times and if you have any concerns, please contact us.
By placing an order for Products through our Website, you are confirming that you intend to enter into a contract with us for the purchase of those Products. You place the order for your Products on the Website by clicking the ‘Confirm Order’ button at the end of the checkout process. During the checkout process, you will be asked to complete your payment details. All fields indicated as compulsory must be completed (which includes providing us with a valid phone number email address). We will then send you an email confirming receipt, the details of your order and the delivery costs which will be added to the purchase price (if applicable).
Please note that neither completion of the online checkout process nor our confirmatory email constitute our acceptance of your order. Our acceptance of your order will take place only upon receipt of full payment from you. You can review the orders you have placed and their current status at any time by visiting our Website and clicking on “Log In” at the top of the page followed by selecting “Track Your Order”.
If we cannot supply you with the Products you ordered for whatever reason, we will not process your order and will inform you of this. If you have already paid for the Products we will provide you with a full refund as soon as reasonably possible.
Delivery / collection
We can only process orders for delivery or collection within countries in which we are permitted to sell the Products. You may opt for the Products to either be delivered to your address or to be made available at one of our designated stores for your collection.
If you opt for collection at one of our stores, you will be asked to choose a designated store which is convenient for you. Note that you may only collect from a designated store of the same brand as the Products being purchased.
If you opt for delivery, please note that delivery charges and timescales vary depending on the type of Products ordered, the service you select and the delivery address.
We will try our best to either deliver the Products to your address or make the Products available for collection at the relevant store by the estimated delivery/collection date set out in our order confirmation email. If we are unable to meet our estimated delivery/collection date, we will contact you as soon as we can with a revised estimated date. We will inform you when the order is ready for collection or has been delivered to your address, as the case may be. If you have opted for collection at one of our stores, you must collect the order within 7 days of notification that the order is ready, failing which we reserve the right to cancel the order, return the Products to our warehouse and (if necessary and possible) process a refund to your payment card.
If you have selected delivery to your address and no one is available at the specified address at the time of delivery, our delivery company will contact you to arrange re-delivery. The Products will only be left with a third party (such as building caretaker or a maid) with your express authority.
All risk in the Products you order (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the delivery address specified in your order, or collected from our store (as appropriate). Occasionally, the supply of your Products may be delayed or prevented for reasons beyond our control (e.g. material shortages, import delays or higher than anticipated demand). Where this is the case, we will make every effort to keep you informed but shall be under no liability to you for such delay or failure.
Cancellation, returns, refunds and exchanges
If you wish to cancel your order, you may do so by calling our Customer Services department during working hours and within one hour of having placed it. Please note that we cannot accept cancellations outside of these periods as the order will have been processed and can only then be cancelled through our returns/refunds process. If you paid by credit card or debit card (KNET in Kuwait), and you have cancelled in accordance with this clause then we will reverse the authorisation or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account.
If you wish to return your order for a refund or to exchange certain Products, you must inform us within 15 days of receipt of your order, and return the relevant Products to an agreed store or designated drop-off point (if available) as soon as possible in the same condition as supplied, in their original packaging with a copy of the relevant invoice. Please note that any items which had been provided free-of-charge with the relevant Products must also be returned.
Subject to the below exclusions, where you return your order or wish to exchange certain Products, we will process a refund upon receipt of the returned/exchanged Products, excluding any delivery charges you paid for. For an exchange, either you will need to place a new order for delivery/collection or, subject to availability, it may be possible for you to purchase the replacement Products in the relevant store.
In accordance with global retail industry standards, we are unable to accept returns or exchanges of Products in the following categories: underwear, lingerie, fragrances, health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.
In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement Product or we will give you a full refund, including any delivery charges you paid for. In any case you must return the faulty, damaged or incorrect Products to us as soon as possible.
Any refunds given by us in relation to returns/exchanges will be made as follows. References to Alshaya Card refer to our gift/refund card which may then be used for future purchases in our stores, not online.
|Country / Payment Method||Credit Card||Debit Card / KNET||SADAD (KSA only)||Cash on Delivery|
|Kuwait||Credit Card||Alshaya Card||n/a||Alshaya Card|
|United Arab Emirates||Credit Card||Debit Card||n/a||Alshaya Card|
|Saudi Arabia||Credit Card||Debit Card||SADAD||Cash|
You must take reasonable care of any Products that you wish to return and not use them. We will not be responsible for any loss or damage caused to the items during your possession.
Orders processed via this e-commerce website may not currently be linked/added to Alshaya’s loyalty program, PRIVILEGES CLUB. If this option becomes available, we will inform customers during the order process but please note that this would not be applicable retrospectively to previous orders.
If you order a Product as a gift, we may offer you the opportunity to add a gift message to your purchase. If you choose to use the gift message service, you acknowledge and agree that:
- the gift message service is provided for your own personal and non-commercial use only;
- the gift message you instruct us to send on your behalf to a third party will not contain anything which could be construed as harassing, threatening, vulgar, abusive, obscene, defamatory, racist or which may cause embarrassment or distress to any person or which is otherwise unlawful or objectionable;
- you will not impersonate any person, including but not limited to any of our employees or customers;
- you are entirely responsible for the text and other content of your gift message and We accepts no liability for any such content;
- we do not pre-screen messages, but may monitor content from time to time for the purpose of guarding against unlawful or inappropriate gift message; and
- we have the right to refuse to send messages and to terminate access to the gift message service at any time and without liability to you.
From time to time, we may make available promotional offers on the Website and in such cases specific terms and conditions will apply. Such offers may be time-limited and orders may not qualify if they have not been fully processed by you within the stated time period. Offers may not be combined with other promotions, offers and voucher codes unless otherwise specifically stated. We reserve the right to amend or terminate a promotion at any time without notice.