Frequently asked questions

If you don't know your size, use the size chart to help you determine the correct size. When measuring, pull the tape measure firmly, but be careful not to pull it too tightly. Size charts show average measurements and the corresponding size for that average. Al-Mazhar Al-Tebbi offers a variety of brands, so sizes may vary from one brand to another.

1. Do not wash the product with detergents containing bleach.
2. Do not wash the product with hot water.
3. Do not iron the logo.

If an e-gift voucher is purchased from the online store, its value is non-refundable and cannot be exchanged for cash. The voucher can only be used for purchases through the online store and cannot be redeemed for cash or converted to any other payment method.

We offer three payment methods:

1. The first method is by credit card (Visa and Mastercard). This service is provided in cooperation with Amazon Pay.
2. The second option is Mada card.
3. The third method is via the SADAD Electronic Payments service.
4. The fourth method is Cash on Delivery.
5. The fifth method is via Tabby or Tamara (installment service).

We guarantee you a 100% secure shopping experience. Credit card numbers are not stored on our systems. Instead, all credit card transactions are processed on PayTabs company servers, and payment details are encrypted before transmission using the latest electronic encryption technologies that follow the highest security standards. Al Mazhar Al Tibbi Store guarantees that our customers' personal information will not be disclosed to any third party. As a customer, you must protect your password and not share it with others to safeguard your personal information and credit card details. We use your personal information only for purposes related to fulfilling your orders and do not disclose this information to any third party. For more information on this topic, please review the privacy policy.

The shipping company (Aramex) requires a physical address, not a P.O. box, to ensure your shipment reaches you. No orders will be shipped to a P.O. box.

• For all orders within the Kingdom, shipping cost is 25 SAR for prepaid and 40 SAR for cash on delivery (non-refundable). All orders are returnable free of charge provided all return conditions are met. For international shipping, the shipping cost will be calculated during the checkout process.
• Red Box Shipping: Shipping cost is 14 SAR only, delivery time is 1-5 business days, and pickup is from Red Box lockers only with the possibility to store the order for 48 hours.

Shipping procedures will take 3-7 business days after you receive order shipping confirmation.
Excluding print and embroidery service orders, which may take (5 business days or more) to prepare and ship.

• Within 14 days of processing and shipping the order.
• Products must be in their original condition.
• Unworn, unwashed, and free of any makeup stains.
• Must be in original packaging with all tags and price labels intact.

• Within 7 days of receiving the order

• Free products, clearance items, and accessories
• Clearance Section Products
• Only the displayed pieces and colors are available.
• Clearance products are non-refundable; they can only be exchanged for a store credit voucher on the e-commerce store.
• Medical headphones cannot be exchanged or returned.
• Lilly brand products (headscarves)
• These products cannot be returned through branches.
• Products containing printing and embroidery services cannot be exchanged or returned.
• Accessories, headscarves, and underwear (underscrubs) cannot be exchanged or returned.
• Outlet items are non-refundable and non-exchangeable under any circumstances. Please ensure you choose the correct product in terms of size and color before completing the order.

• There are no return fees
• Shipping costs are non-refundable

To submit a return request:

1. Scan the digital code on your order invoice.
2. Fill in the data and choose to transfer the amount to your bank account.
3. Go to the nearest Aramex branch to hand over the shipment with the waybill.

After receiving the product and ensuring that all conditions for returning the product mentioned above are met, you will be notified if your request is approved, and the amount will be deposited into your account within 7-20 business days.

For online orders: You can exchange or return items at all our branches, except in the following cases:

• If more than 14 days and 7 days (during sale periods) have passed since receiving the shipment.
• If the products are from the clearance section.

* Note *

• For prepaid orders (credit cards, Mada):

The amount will be refunded to your bank account using the same payment method, and you can then repurchase the product with a new invoice from the branch.

• For installment orders (Tabby and Tamara):

To exchange orders paid via Tabby and Tamara, you can only return the items you wish to exchange and purchase them with a new invoice from the branch, without installment services, as these are not available in branches.

• Online store orders cannot be exchanged or returned at the Madinah or Arar branches.

For International Orders: Some countries impose customs fees for receiving shipments, so please confirm this before completing your order.

For international orders: Free return service is not available. The customer is required to pay shipping fees in addition to any customs duties imposed by customs. The return shipping label will be sent to the email address after payment is completed during business hours, Sunday to Thursday.