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Frequently Asked Questions  (FAQs)

Account

Q:Do I have to have an account to make a purchase?

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

Q: I am having problems logging into my account.

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

Orders

Q: How do I place an Order online?

A:

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

  • Proceed to pay and enter shipping address details.

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

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

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

A: Answer. You may not edit the order but you can contact our customer service team to cancel or refund your order.

Q: How can I track my order?

A: You can track your order by accessing your account page where you will be able to see order and tracking details. In addition to that an email will be sent to you with tracking link.

Q: Which countries do you ship to?

A: Currently we only ship inside the Kingdom of Saudi Arabia.

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

A: Contact our customer service immediately by phone or email and supply them with your order number.

Payment

Q: What are the payment options do you offer online?

A: We accept VISA, MASTERCARD, and MADA.

Q: Is Credit Card payment safe?

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

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

A: For Cash on Delivery, we only accept Saudi Riyals.

Q: Can I pay with a foreign credit card?

A: Yes, all foreign cards are accepted.

Q: I am having trouble with my credit card payment.

A: Kindly contact our customer Service team and they will be happy to assist you.

Delivery

Q: Do you deliver to my city?

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

Q: When can I expect the delivery of my order?

A: Your order will be delivered within 2 to 14 days maxiumum depending on the time and day the order is placed.

Q: Can I choose a delivery time slot?

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

Q: What should I do if my order has not arrived within the time specified?

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

Q: Will I be recharged for a re-delivery?

A: There is no charge for redelivery.

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

A: Contact the courier customer service immediately. If the issue has not been resolved contact the Skysales Customer Service team.

Q: Can I pick my order from a nearby Skysales store?

A: No, you can pick up your order from the nearest SMSA retail outlets, based on the address provided by you.

Returns

Q: What is your return policy?

A: Up to 15 Days for Return/ Exchange policy subject to the product being in its original condition. Refer to Return and Refund policy page.

Q: Do you provide a free return of the order?

A: Yes,  an agent from the courier will be sent to your address to collect the shipment from you.

Q: How long does the refund process take?

A: The refund process may take up to 15 working days.

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

A: You need to coordinate with the buyer.