- How can I inquire about some products?
- Our customer service center is always here to serve you. A customer service representative will record your inquiry details and resolve it efficiently via WhatsApp at 00966594405212, or you can leave your inquiry in the comments.
- How can I choose the right department for me?
- You can navigate between all the sections in the categories list through the home page on the site page.
- Is it possible to cancel an order after it has been created?
- Yes, Dokan Al-Fada has the right to cancel any order without giving any reasons, but this is usually not encouraged. The customer also has the right to cancel the order if he wishes, provided that this is done before customer service confirms it and within one hour of the order being placed. Otherwise, the shipping, return, and payment fees will be deducted upon confirmation.
- Can I order a product through customer service?
Yes, you can do that via WhatsApp on 00966594405212
- What is a shopping cart, and how do I use it?
- The shopping cart is where you manage the products you want to purchase. You can add and remove products and see the total cost.
- Can I edit products in my shopping cart?
- Of course, you can make changes before completing the order. However, you cannot make changes to the products you have already ordered. If you would like to make changes, you can contact us via WhatsApp.
- I have completed my order, how do I check its status?
- The customer service center will send you a text message informing you that your order has left the store, along with your shipment number.
- How long does the delivery process take?
- Shipping companies will handle the delivery process, meaning your order will arrive within 1-3 days. Please note that the process may take longer if you do not respond to calls from the shipping company or customer service.
- I want to postpone shipping without canceling the order, is this possible?
- It is certainly possible, but it should not take more than 24 hours. Contact customer service to help you with this task.
- How do you calculate the delivery cost?
- If your order is less than 399 SAR, the delivery fee will be calculated based on your choice of shipping company. If it is more than 399 SAR, delivery will be free.
- If I am traveling, abroad or busy and cannot receive my order?
- The shipping company will contact you and they will try to deliver it to you 3 times in a row. If there is no response, it will be returned and you will incur shipping fees again. Or if you wish to cancel the order before receiving it, you will bear the shipping and return costs.
- If I want to change my address after shipping?
- Please ensure your address is correct and fully registered. If you wish to change the address after shipping, contact customer service and we will assist you in changing the address or city. However, please note that in this case, the shipping company will deduct additional fees from you.
- If I entered the wrong delivery address, what should I do?
- Please note that you can change your address within 30 minutes of placing your order. If the order is shipped by the representative or delivery company, you will be responsible for the delivery or shipping costs, as this is your mistake.
- I want boxes, bags and packaging for each piece?
- If you want more, you can buy boxes and bags from the "Packaging" section.
- Why doesn't a box or bag come with the order?
- We're committed to providing high-quality products at affordable prices, so we don't add packaging costs to the item price. A free, elegant velvet bag is included with each item, and a box can be added for a very nominal fee, depending on the customer's preference. This is clearly stated in the product description on the website. We're also committed to the government's efforts to rationalize the use of plastic and paper, reduce waste, and promote recycling.
- My order was delayed. What should I do?
- Any delay in the delivery date of the shipment due to the shipping company is outside the responsibility of the silver shop. In this case, you must contact the shipping company.
- The order was returned by the shipping company?
- In the event that the order is returned by the shipping company to the silver shop due to: the customer’s failure to respond to the shipping company, repeated postponement, or an error in the data contained in the shipping policy specified by the customer before completing the order, the customer will bear the cost of shipping and returning the order again.
