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Complaints and Suggestions

Last updated: 12 October 2026
We welcome your feedback and suggestions, and we treat every complaint seriously and confidentially. This page forms part of the Terms and Conditions.

1. How to submit a complaint or suggestion

2. Information to include

  • Your name and how to reach you.
  • Your order number, if any.
  • A clear description of the issue or suggestion and what you are asking for.
  • Any supporting images, files or messages.

3. How we handle complaints

  • We confirm receipt of your complaint through the channel you used.
  • We review it with the relevant team and may ask you for more information.
  • We inform you of the outcome and the action taken in line with the Terms and Conditions and the Exchange and Refund Policy.
  • We use complaint data only to handle the complaint, in line with the Privacy Policy.

4. Suggestions

We use your suggestions to improve our products, services and store experience. Submitting a suggestion creates no obligation for either party.

5. Competent authorities

  • You may file a complaint with the Ministry of Commerce via the unified number 1900 or the Balagh Tijari app.
  • For complaints about personal data, you may contact the Saudi Data and AI Authority (SDAIA).
Contacting us first does not prevent you from approaching the competent authorities at any time, and does not affect any of your statutory rights.