Frequently Asked Questions
Frequently Asked Questions
Orders & Payment
What payment methods are available?
You can pay using:
- Cash on Delivery (COD)
- Mada, Visa, Mastercard, KNET, and Benefit cards
- Apple Pay
- Tabby and Tamara installment payments (subject to eligibility and availability)
What are the benefits of creating an account?
Creating an account allows you to save your information for faster future purchases and easily track your orders.
How can I track my order?
You can track your order status from the Orders section in your account.
Why can't I find my order in the "Orders" section?
If your order doesn't appear, please wait 10–15 minutes and try again. If the issue persists, please contact Customer Service at 920020088.
How can I update my shipping address or mobile number?
To update your shipping address or mobile number before your order is shipped, please contact Customer Service. These details cannot be changed from the "Orders"section.
Testahal Loyalty Program
What is Testahal Loyalty Program?
Testahal is a loyalty program that lets you earn points when you shop through the app or in stores. You can redeem your points for exclusive rewards and discounts.
What are the benefits of Testahal Loyalty Program?
- Earn 1 point for every SAR 1 spent.
- Redeem your points 7 days after your purchase.
- Points are calculated based on your order subtotal before VAT.
Example:
If your order subtotal is SAR 100 (before VAT) and your total is SAR 115 (including VAT), you will earn 100 points.
How do I earn points?
You can earn points by:
- Shopping at any Al Majed for Oud store and providing your mobile number at checkout.
- Shopping through the online store or app while signed in to your account.
Can I earn points when paying with points?
No. Points are not earned on purchases paid for using loyalty points.
If I pay partially with points, can I earn points on the remaining amount?
Yes. You will earn points on the amount paid by cash or card, excluding VAT.
How much are my points worth when redeemed?
Every 50 points are worth SAR 1.
Example:
If you have 1,000 points, you can redeem them for SAR 20.
Can I redeem my points as soon as I earn them?
No. The minimum redemption is 500 points.
How do I redeem my points?
You can redeem your points when shopping in stores, through the online store, or via the app.
How long are my points valid?
Points are valid for 12 months from the date they are added to your account.
Points are credited 7 days after your purchase.
What happens to my points if I return a product?
If you return a product, all points earned from that purchase will be deducted from your balance.
Example:
If you earned 500 points from a purchase and later returned the product, 500 points will be deducted from your balance.
Cancellation & Refunds
What is the cancellation policy?
For more information, please refer to our Shipping, Exchange, Return & Cancellation Policy.
Is there a fee for cancelling an order?
No. There are no fees for cancelling an order.
When will I receive my refund?
If your order has not been shipped and you wish to cancel it, please contact Customer Service to submit a refund request.
Refund requests are processed within 3 days. Once processed, The refund amount may take 10 to 14 business days to appear on your card, depending on the processing time of the card-issuing bank.
Returns & Refunds
What are the conditions for returning a product after delivery?
Return requests will not be accepted if:
- The request is submitted more than 7 days after delivery.
- The product has been used or altered.
- The product has been damaged or modified by the customer.
For more information, please refer to our Shipping, Exchange, Return & Cancellation Policy.
How can I return a product?
You can request a return if:
- You received a damaged product.
- You received the wrong product.
- The product has a defect.
- Your product is missing quantity.
If any of the above applies, you can submit a return or exchange request within 7 business days of receiving your order.
Note:
Product exchanges are subject to stock availability. If the product is unavailable, you may receive a refund or choose an alternative product of the same value.
What should I do if I receive a damaged or incorrect product?
You can submit a return or refund request within 7 days of receiving your product, provided it meets the return and exchange conditions.
What should I do if my order is incomplete?
If your order is incomplete, please contact Customer Service within 6 hours of receiving it. We'll review your request and provide the appropriate solution, either by shipping the missing product or issuing a refund for its value.
How can I track my return request?
You can track your return request by contacting Customer Service through the Contact Us page.
Can I return part of my order?
Yes. You can request a partial return for one or more products while keeping the remaining items.
Account & Orders
What should I do if I forget my password?
You can log in using the mobile number registered on your account. Enter your mobile number, and we will send a verification code (OTP) to the same number to verify your identity and access your account.
Can I purchase multiple products in one order?
Yes, you can add as many products as you like to your shopping cart. However, you can add a maximum of 10 quantities per product in one order.
How do I know if my order has been confirmed?
After completing your order, a confirmation page will appear with your order number. You will also receive a confirmation message on your registered mobile number.
Can I leave products in my cart and purchase them later?
Yes, you can keep products in your cart and purchase them later. However, prices and product availability may change before completing your purchase.
Can I order an out-of-stock product?
No, out-of-stock products cannot be ordered at the moment. You can enable the availability notification to receive an alert when the product becomes available again.
How can I enable product availability notifications?
To enable product availability notifications:
- Open the product page.
- Click "Notify Me".
- Enter your email address.
You will receive a notification once the product is back in stock.
Shipping & Delivery
Do you offer free shipping?
Yes, we offer free shipping on orders worth SAR 199 or more.
For more details, please refer to our Shipping, Exchange, Return & Cancellation Policy.
Do you offer international shipping?
Yes, we offer shipping to the following countries:
Saudi Arabia, Kuwait, the United Arab Emirates, Oman, Bahrain, Qatar, Jordan, the United States, the Netherlands, Spain, Germany, the United Kingdom, Italy, France, and Greece.
How are the products packaged?
We carefully package our products using suitable protective materials, then place them in dedicated boxes with a "Fragile" label to help ensure they arrive in the best possible condition.
How can I track my order after it has been shipped?
Once your order has been shipped, you will receive an SMS and email containing your tracking number and shipping company details.
You can also track your order through your account under the "Orders" section.
Please note that the tracking link may take up to 12 hours to be activated after shipment.
How long does delivery take?
Most orders are shipped within 1–3 business days (excluding Fridays, Saturdays, and public holidays).
During sale periods, delivery may take longer due to increased order volumes.
We are proud that more than 95% of Al Majed for Oud orders are delivered within 1–6 business days from the order date.
