FAQ

When will the order be shipped?

The application will be prepared within a maximum period of three days, excluding Friday.

It is then delivered to the shipping company and sorted into the cities, after which the expected delivery time is calculated as shown to you on the payment page.

How long does it take for the order to arrive?

Delivery within the Kingdom of Saudi Arabia takes from 3 to 15 working days, and to the rest of the world from 5 to 21 working days.

Can I pay upon receipt?

This service is not available, but due to our keenness to provide all payment methods to the customer, you can order, receive your order, and pay later, up to a maximum of 30 days later, via the Tabby or Tamara payment services without fees or interest.

What payment options are available?

In order to ensure customer comfort and achieve the best shopping experience, we allow payment via Mada cards, credit cards, Apple Pay, and payment in installments via Tabby or Tamara.

I have a discount coupon. How do I use the discount coupon and how do I apply it?

You can benefit from the discount coupon by entering the shopping cart, writing the code in the designated space, and then clicking on Use Coupon.

Are the products 100% original or imitations?

All our products are 100% original. Our offerings are expertly curated by the best luxury optical wholesalers worldwide. We guarantee that all our products are 100% authentic.

Can I exchange or return the order?

Yes, you can exchange or return glasses with complete confidence and reassurance, within a period of 3 days for return or 7 days for exchange.

You must also ensure the following:

The product must be unworn and undamaged and must be in the original condition in which you received it.
It must have all its accessories that you received without damage.
Any order that has been consumed or used cannot be returned.
Contact lenses, solutions and accessories cannot be returned in order to preserve public health, according to the directives of the Saudi Ministry of Health.
Eyeglass lenses cannot be returned, which - of course - are manufactured specifically to the customer's request.

Are there additional charges for shipping?

Yes, additional shipping fees are charged when the customer wishes to return or exchange.

However, if the product is returned due to a defect in the product or a defect from the manufacturer, or as a result of damage during the delivery of the product, or because the product was delivered incorrectly, no additional fees will be charged for the shipping service.

How can I request a replacement or refund for glasses?

How is the replacement process done ?

First: Choose the replacement product, then send us the product link with your order number, and the customer service representative will perform the replacement process after ensuring its validity.

Second: We will provide you with the waybill number for the return. Where you can send the shipment to the nearest carrier’s office, deliver the order to them, and provide them with a bill of lading for return.

Third: The shipment is delivered to us by the carrier within a maximum of 3 to 15 working days.

Fourth: After receiving the shipment, it is inspected and the safety of the products and accessories is ensured.

Fifth: The amounts due are settled as the difference in price and shipping.

Sixth: The replacement request is sent to the customer again.

How is the process of returning the amount to the customer if the payment was made in installments?

In the event of a full product return:

After receiving the product, a notification is sent to the Tabby/Tamara installment company and they are notified of the return process. Consequently, the installment company returns the amount to the same card from which you paid within a maximum period of 14 working days, and this depends entirely on the policy of the customer’s bank.

In the event of an exchange and there is a partial difference for the customer:

A notification is sent to the installment company Tabby/Tamara and they are notified that there is a difference for the customer. The installment company deducts the difference from the upcoming payments and reschedules the amounts owed by the customer.

How is the process of returning the amount to the customer if the payment was made by mada card or credit cards?

The amount is returned to the customer in the same customer card or bank account within a period of 3 to 7 working days.