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).
We reserve the right to change prices of the product from time to time, in the cases of applying promotions or offers on the Products, or if the Products are incorrectly priced. If the actual price of the Products is higher than the price of the Products at the time of ordering, we shall contact you for your instructions regarding the purchase prior to accepting the purchase from our side. The prices do not include any VAT. Any VAT or sales tax or any other similar taxes or charges are applicable under the prevailing law.
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. Parcels may only be opened after accepting & paying for your order when you opt for the cash on delivery payment option.
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 address specified in your order or collected from our store (as appropriate) and we will not be liable for a refund or a 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.
You have the right, within 14 days from the date of purchasing and collection of the Product, to request a full refund on any non-faulty Product in store.
You have the right, within 30 days from the date of purchasing and collection of the Product, to request via our customer services team a refund in the event that the Product bares a manufacturing defect, is faulty or was supplied incorrectly.
In all events, any gift or other such promotion received at the time of purchase should be returned along with the purchased Product to receive an exchange or refund.
Returned Products must be in their original and re-sellable condition, with all tags attached, any packaging intact and accompanied by a valid receipt.
For hygiene and safety reasons, swimwear, underwear, lingerie and earrings cannot be exchanged or refunded unless there is a clear manufacturing defect or were supplied incorrectly.
Any taxes applicable to the Products shall be borne by you and us, as the case may be.
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.
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.