FAQs

Account:

·         Do I have to have an account to make a purchase?

Answer. No, You may login as guest or with your social media accounts.

·         I am having problems logging into my account.

Try to reset your password or contact our Customer Service Team and they will be happy to assist you.

Orders:

·         How do I place an Order online?

Answer.

o   Select the desired product(s) and add to cart.

o   Proceed to pay and enter shipping address details.

o   Select the payment type and enter credit card or bank details.

o   Once the payment is received we will ship the items to you within 24 hours, except for orders placed on Friday.

·         Can I edit, or cancel an order after it has been placed?

Answer. You may not edit but contact customer service team to cancel or refund your orders.

·         How can I track my order?

Answer. Under my account section you can see orders and tracking details in addition an email will be sent to you with tracking link.

·         Which countries do you ship to?

Answer. Currently we only ship inside the Kingdom of Saudi Arabia.

·         What do I do if I receive the wrong item, damaged/defective item?

Answer. Contact customer service immediately by phone or email with your order number.

·         Do you offer free samples?

Payment:

·         What are payment options do you offer online?

Answer. We accept VISA< MASTERCARD, MADA and SADAD ACCOUNT.

·         Is Credit Card payment safe?

Answer. Yes, it is 100% safe as all our transactions are processed through 3D secure that sends OTP code from your issuer bank for verification.

·         Can I pay with a foreign currency for Cash on Delivery?

Answer. For Cash on Delivery we shall accept only Saudi Riyals.

·         Can I pay with a foreign credit card?

Answer. Yes, all foreign cards are accepted.

·         I am having a trouble with my credit card payment.

Answer. Kindly contact customer Service team and they will be happy to assist you.

Delivery

·         Do you deliver to my city?

Answer. As long as your city is listed in the drop down list, we will deliver to you.

·         When can I expect the delivery of my order?

Answer. Your order will be delivered within 24-48 hours depending on the time and day the order is placed. Any orders placed on Friday will be shipped on Saturday, so orders place on Friday may take up to 72 hours to deliver.

·         Can I choose a delivery time slot?

Answer. Currently we do not have that option. You may coordinate with courier company directly to schedule the delivery of your order. You may also opt for In store pickup from SMSA locations throughout the kingdom.

·         What should I do if my order has not arrived?

Answer. If you do not receive your order within 48-72 hours contact customer service immediately.

·         Will I be recharged for a re-delivery?

Answer. There is no charge for redeliver.

·         What should I do if I have missed the delivery of my order?

Answer. Contact SMSA customer service immediately. If issue not resolved contact Skysales Customer Service.

·         Can I pick my order from a nearby Skysales store?

Answer. No, you may collect from the nearest SMSA retail outlets, based on the address provided by you.

Returns:

·         What is your return policy?

Answer. 14 Days return/ Exchange policy subject to the project in its original condition. Refer to Return and Exchange policy.

·         Do you provide free return of the order?

Yes, we send SMSA agent to your address to collect the shipment from you.

·         How long does the refund process take?

Answer. Refund process may take from 15-30 days.

·         Can I return an order gifted to me by someone else?

Answer. The same needs to be coordinated with the buyer.

·         Can I return an item in a multi-item order?

Answer. Yes, you may return a single item in original condition and exchange for another item of same or more value and pay the difference.

 

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