General Questions:
What is Dar Al-Mashagel Store and what are its most important products?
- Dar Al-Mashagel Store is an online branch of Dar Al-Mashagel Company, complementing our branches spread across the Kingdom of Saudi Arabia. It specializes in providing perfumes, cosmetics, and makeup for Saudi and Gulf women from the finest and most famous international brands.
How do I register for membership in Dar Al-Mashagel Store? Is registration essential to complete the purchase process?
- You can register easily after clicking "Complete Order." A screen will appear where you can log in using your mobile number, email, or the login icon at the top of the screen. You must ensure that all information is correct. Registration is a prerequisite for completing the purchase process.
I don't know your company and need to know the guarantees that protect my rights. What are they?
- Our credibility is guaranteed by our brand name and our stores spread across the Kingdom's cities, as well as through the My Business website at the Ministry of Commerce.
Purchases:
How do I shop at Dar Al-Mashagel Store, and do I have to pay immediately?
You can shop by adding products to your shopping cart. Once you've finished shopping, go to the cart and click "Complete Order." Then, choose your delivery method: either delivery to your address, which requires entering the address correctly or selecting it from the map. Alternatively, choose the second method, which is to pick up the order from one of our branches. This will show you the cities where our branches are located, then the branches within the cities (fees may apply). Then, choose the appropriate payment method and click "Confirm Payment." If you choose to pick up the order from one of our branches, you can pay at the branch.
Are there loyalty points on my purchases?
- Currently, there are no points, but they will be available in future updates, God willing.
Can I cancel an order that has been paid for electronically?
- Yes, you can do so before the product status is converted to "Ready for fulfillment," within 3 hours of placing the order. To do so, contact us on WhatsApp by clicking here or call 0114141252.
Payment:
What payment methods are available in the store?
Payment at Dar Al Mashael can be made in one of the following ways:
Method 1: Payment by credit card, Mada card, Apple Pay, or STC Pay.
Method 2: Bank transfer. You must verify Dar Al Mashael's account numbers when transferring and attach a copy of the transfer to the application.
Method 3: If you choose to receive the order from one of our branches, you can pay at the branch, but additional fees may apply.
Method 4: Payment on credit or in installments by choosing one of the installment companies available on the website, such as Tamara, Tabby, or Madfoo.
How can I get my money back on my credit card in the event of a return?
If the purchase was made using your credit card, you can get your money back upon receipt of your return request. We will return the amount to your account on the Dar Al Mashael website, to your credit card, or whatever electronic method you used to pay. The time it takes to receive the amount varies depending on your bank, and it may take up to 30 days to receive the amount.
If I paid cash on delivery, how can I get my money back? If the purchase was made using cash on delivery, you can refund the order amount to your account balance on the website. You can use it to purchase other products from the website, or you can refund the order amount via bank transfer, depending on the customer's preference. It may take up to 30 days to recover the amount.
I received a discount coupon. How do I use this coupon and how do I apply it?
- You can benefit from the discount coupon by accessing the shopping cart, browsing the products, and entering the code in the designated space at the bottom of the screen.
Then click "Use Coupon."
Shipping and Receiving the Goods:
What is the next step after the order is confirmed and the purchase amount is paid for?
- We will begin the packaging and shipping process, which takes from one to four business days, depending on the distance from our warehouse to the shipping area.
What are the available shipping methods?
- Currently, shipping is available through several shipping companies. These will appear when your order reaches the shipping stage, and the shipping fees will be displayed on the order.
- Pick up from one of our branches.
How long does it take for the shipping company to receive the returned goods?
- The shipping agent will contact you within 1 to 7 business days, but in some cases, the shipping agent may take longer, up to two weeks.
Is it possible to order from outside Saudi Arabia?
- Currently, it is not possible. This will be enabled in future updates, God willing.
What should I do if my order is delayed beyond the specified delivery date?
- If your order is delayed beyond the specified delivery date, we apologize for this and hope you contact us via WhatsApp by clicking here, and the issue will be resolved.
Did you receive a product that is completely different from the one shown on the website?
- If you received a product that is different from the one shown in the order, we apologize for this and hope you contact us via WhatsApp by clicking here, and the issue will be resolved.
Did you receive an order that was missing the items requested and paid for?
- If you received a product that was missing the items requested in the order, we apologize for this and hope you contact us via WhatsApp by clicking here, and the issue will be resolved.
Returns:
If I am not satisfied with the service provided, can I get a refund?
- Yes, you can, according to the return conditions outlined on the Returns Policy page.
When am I not able to request a refund?
Submitting a return request after the specified timeframe of 7 days from the date of receipt.
When the product has been used, opened, damaged, or is not in the same condition as received.
Products whose serial numbers have been tampered with or whose serial numbers have been removed.
When the product's box, carton, or bag is damaged.
Maintenance and Replacement:
Are all items covered by a maintenance warranty?
- Maintenance and replacement include items covered by the warranty specified in the item specifications, such as electronic devices and appliances.
Can I submit a maintenance request for any item purchased from the store?
- You can request maintenance for a product if the following conditions are met:
1- The item must be serviceable, such as electronic devices and others.
2- Provide the purchase invoice or order number from the store.
What are the steps to request maintenance?
- If the conditions outlined above are met, the steps are as follows:
- Contact us at the following number: 0114141252 or mobile: 00966553600703 to submit a maintenance or replacement request.
- Send a copy of the invoice or order number from the website via WhatsApp to the same number.
- A shipping policy will be prepared and sent to the customer for delivery to the nearest branch of the shipping company, or a request will be submitted to the shipping company to collect the returned item from the customer for an additional fee.
Do I bear any maintenance fees?
- Maintenance fees are charged as follows:
If the item is under warranty and the damage is due to a manufacturing defect, maintenance is carried out at the expense of Dar Al Mashagel, and the customer bears only the shipping fees.
If the product is not covered by warranty or the defect is due to misuse, the customer will bear the maintenance cost, which will be communicated to him when contacting him to request maintenance. The amount may increase or decrease according to the actual inspection upon receipt of the product from the shipping company.
Can I exchange my shipment?
Yes, you can exchange your shipment by contacting our customer service. If the product you want is available, we will exchange it for you, provided it is in its original condition and has not been used, opened, or damaged internally or externally, and within 7 days of receiving the shipment.
Did you receive an item other than the one you purchased?
First, we apologize for this error. In this case, you can contact us via:
Phone number: 00966114141252
WhatsApp: 00966553600703
Email: [email protected]
We will exchange it for you and deliver the correct shipment or direct the customer to the nearest branch to exchange the product.
After receiving the order, we will inspect the products for exchange or refund. After inspecting the returned or exchanged product by our specialists, it is confirmed that it meets the packaging requirements and is in the same condition as it was sent.
What are the procedures in the event of a complaint or problem?
If a customer has a complaint regarding a product, a delayed delivery, or any other customer-related issue, they can raise the matter with customer service by calling Dar Al Mashagel Customer Service during official business hours at 0114141252. A ticket will be opened regarding the problem, and the customer will be contacted within 48 business hours.
Working hours and contact information?
We can assist and contact you during official business hours, which are as follows:
Saturday - Thursday, 9 AM - 10 PM.
Friday, 3 PM - 10 PM.
