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 our website, mobile or tablet application, or any other platform (collectively referred to as “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.

Your order

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) and we will NOT be liable for a refund or a replacement of the Products in the event the address you specified is incorrect. 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.

Authorized Card Holder

You may place an order for Products on our platforms by selecting the Product(s) you wish to purchase, adding them to your basket, and then completing the checkout process (an “Order”). During the checkout process, you will be asked to provide a number of details. All fields indicated as compulsory must be completed in order for us to process your Order (which includes, providing us with your name, delivery address (if applicable), payment details (except where cash on delivery is selected), a valid telephone number and email address). Any personal information that you provide to us will be managed by us in accordance with the Privacy Policy. Where you use a credit or debit card to pay for your Order, you confirm that the credit/debit card that is being used is yours or that you have been specifically authorised by the owner of the credit/debit card to use it. All credit/debit card holders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorise payment to us, we will not be liable for any delay or non-delivery.

Returns for Online Orders

For returns related to online purchases, all risk (including risk of loss and/or damage to the products) shall pass to you when they are delivered to the address specified in your order and we will not be liable for a refund or replacement in the event the address you specified is incorrect. 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.

General Return

We offer a fourteen (14) day discretionary return policy, under which you can request to return a product that you have purchased online and receive a refund of the purchase price of the product. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order. This policy does not apply to defective or damaged products, which shall be returned under the Defective or Damaged Product Return Policy set out below. 

Any return made under this policy must be received by us within fourteen (14) days of the date upon which you received your order.

This General Returns Policy is offered to make your online shopping experience easier. However, we monitor the number of returns made by customers and may refuse to accept requests for future orders at our discretion if goods are returned repeatedly.

This General Returns Policy does not apply if the product:

  • is an e-gift card or the top up of an e-gift card;
  • is not in its original unopened packaging with all labels still attached;
  • is not in its original state and has items missing, such as belts or other included accessories;
  • has already been used;
  • was a clearance item marked as non-returnable;
  • was sold as part of a promotion such as a two-for-one or with a free product;
  • is one of the following:
    • underwear;
    • lingerie;
    • hosiery;
    • socks;
    • swimwear;
    • fragrances;
    • health & beauty products (such as skincare, make-up & cosmetics);
    • personalize products made to your order; or
    • a perishable product.

Please note the below options, where applicable, to return the product for a refund:

  1. Return to store: Visit your nearest store
  2. Request a return online: Where available, online return can be found under “My Account”. Select the products you want to return and place a return request to arrange for pick-up.

For any of the return options above, when you send the product you must:

  1. ensure that the product is in its original unopened packaging with all tags and labels attached;
  2. ensure that any accessories sold with the product, such as belts, are included;
  3. if the product was sold alongside a free gift, you must also return the free gift along with the returned product, and the free gift must also not have been used or fall into one of the categories or products that cannot be returned, as listed above;
  4. include the original invoice.

You must ensure that the returned product reaches us within fourteen days of the date upon which you received your order. Any returned product that arrives at our returns facilities after this date may not be processed. Please note that any product that does not include the original invoice may not be processed. Furthermore, if you fail to include your invoice it may not be possible for our returns facility to link the received product to your account. It is therefore important to ensure that the original invoice are included to ensure that we can process your refund. We shall not be liable for any inability to process a refund where the required invoice was not enclosed. 

All items which are returned will be assessed and validated before they are accepted for a refund. If you return a product otherwise not eligible for a refund under this General Return Policy, your claim for a refund will be rejected. 

Where your request for refund is approved, such refund will be made back to your original method of payment. For example, if you paid by credit card, a refund will be made to your credit card. If you paid by gift card, a credit will be added to the balance of your gift card. Please note that the refund processing time may differ depending on the method of payment used.

Items purchased from our stores/online in one country are considered non-refundable and non-returnable in any other country. This policy also applies to items purchased by a third party or a reseller on behalf of the customer.

Customers who return items that are not part of Alshaya's inventory landscape will be contacted by Alshaya to schedule a delivery at an additional fee. If the customer doesn't respond at any stage, Alshaya will have the legal right to dispose of the item in accordance with the applicable consumer law. After the object is destroyed, Alshaya will not be held responsible or subject to any consequences.

Defective or Damaged Product Returns

All products purchased online are carefully inspected and packaged before shipment.

In the unlikely event that the products you receive are damaged or faulty on arrival or you receive an incorrect item in your order, or the product does not match the product description on our website or mobile application, you may return the product. Where your product qualifies for a refund, you will receive a full refund of the product price. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order.

Any returns made under this policy must be made as soon as possible, and in any event, the products must be received by our returns facility within the below period given as per your country of order. Any returns received outside of this timeframe will not be processed.

Country of Order Return Defective or Damaged Items
Saudi Arabia 14 days
Kuwait 14 days
UAE 14 days
Qatar 14 days
Bahrain 14 days
Egypt 30 days
Jordan 14 days

Please note that refunds will not be made for damaged items that have already been used.

Please note the below options, where applicable, to return the product for a refund:

  1. Return to store: Visit your nearest store
  2. Request a return online: Where available, online return can be found under “My Account”. Select the products you want to return and place a return request to arrange for pick-up.

For any of the return options above, when you send the product, you must:

  1. ensure that the product is in its original unopened packaging with all tags and labels attached;
  2. ensure that any accessories sold with the product, such as belts, are included;
  3. if the product was sold alongside a free gift, you must also return the free gift along with the returned product, and the free gift must also not have been used or fall into one of the categories or products that cannot be returned, as listed above;
  4. include the original invoice.

Any returned product that arrives at our returns facilities after the required return period may not be processed. Please note that any product that does not include the original invoice may not be processed. Furthermore, if you fail to include your invoice, it may not be possible for our facility to link the received product to your account. It is therefore important to ensure that the original invoice is included to ensure that we can process your refund. We shall not be liable for any inability to process a refund where the required invoice was not enclosed.

Once we receive your item at the returns facility, you will receive an email to confirm the receipt of your returned items.

All items which are returned will be assessed and validated before they are accepted for a refund. If the stated issue is not found in the product you return, or if you return an incomplete product, your claim for a refund will be rejected.

Subject to our assessment and validation process, you will be entitled to receive a full refund of the product price. If the full order is returned, you will be entitled to a full refund of the shipping fees incurred in the original order.

Where you request a refund, such refund will be made back to your method of payment. For example, if you paid by credit card, a refund will be made to your credit card. If you paid by gift card, the credit will be refunded onto your gift card. Please note that the refund processing time may differ depending on the method of payment used.

AURA Loyalty Porgramme

Any resident or national of a country in which Alshaya operates the Programme may join the Programme free of charge, by downloading the AURA app and completing enrolment; or by presenting a valid mobile number and their legal name at any Alshaya outlet displaying the AURA logo at which point you will be issued with an AURA Card ('Card'), and will be required to complete full enrolment via www.aura-mena.com. If you wish to receive AURA benefits, you must complete the enrolment process by providing us with current, complete and accurate information as prompted by the applicable registration form, at which point you will be deemed a “Member” (and the term “Membership” is to be interpreted accordingly). You will also be asked to choose a password and a username.

For more information on our AURA Loyalty Programme please click here.

Online Order Cancellations

If you wish to cancel your online order, you may do so by calling our Customer Services department during working hours and within one hour of having placed it.

If you paid by credit card or debit card (KNET in Kuwait), and you have canceled in accordance with this clause, then we will reverse the authorization or process a refund transaction (as the case may be) as soon as possible. However, we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures.

Subject to local consumer protection laws applying in your country of purchase, please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be canceled through our returns/refunds process as mentioned above.

Refunds will be done only through the original mode of payment.

eGift card

Once the eGift Cards are issued, the Alshaya Group of Companies will hold no responsibility or liability whatsoever for stolen or unauthorized use of the eGift Cards.

Gift messages

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.

Promotional offers

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. Promotions where you are eligible for a free item (e.g. buy one get one free), only apply to qualifying items displaying the offer message on their product information pages, and unless the promotions indicate otherwise, apply to the lowest-priced qualifying item. 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.