Toll Free: 800 3044 666 Tel: +966 92000 2277

Frequently Asked Questions

How do I pay for the goods that I order on-line?

You can pay for the goods you order on-line at the time of placing your order using two methods:

1)     Credit Cards (Visa / Mastercard)

2)     Cash on Delivery (CoD)

For credit card payments, in order to protect your data and maintain the utmost security, you will be automatically directed to a secure SABB Bank Payment Gateway site where the actual credit card transaction will take place. Once the payment is confirmed the system will automatically return you to the Zohoor Alreef website and you will soon receive an email from Zohoor Alreef confirming your order!

Cash in Delivery is a service and hence chargeable by the courier company. At the moment the fee for Cash on Delivery is SR 20 in addition to your shipping fee and product prices. If you select Cash on Delivery as a payment method, the courier company will collect the cash money from you at the time they deliver the order to you.


Can I have my order delivered to my home or office?

Yes you can! Zohoor Alreef has partnered with Aramex to provide a direct-to-home deliver solution. Provided that your address is clear with as much detail given and your phone numbers are correct, delivery will usually take 3-4 business days.

We can deliver to any address you like within Saudi Arabia as long as the address is clear and contains as much detail as possible. A valid contact number of the recipient is a must.

Remote areas can sometimes take 5-6 working days to deliver.


What can I do if I change my mind after ordering?

Goods are normally dispatched within hours of your order being received.  If you wish to cancel an order before it is dispatched you may attempt to do so by calling our customer services hotline.  Be sure to have your order confirmation handy when you call so that we can track your order. Orders cancelled in this way will be reimbursed directly to your credit card account.

If your order has already left our warehouse you should wait until it reaches you and then claim a return or exchange. Please refer to our Refund, Exchange and Return Policy.

In order to change the contents of an order you will need to cancel your original order and place a new one for the alternative items. OR call us and we will help change it for you!


How do I find the products I am looking for?

The Zohoor Alreef e-Store is designed to make your shopping as simple as possible.

All available items are listed by product category at the top of every page. Click on the main menu to reveal a drop-down list of items within that category and select the item you require.

This will take you to a page featuring all the fragrances and brands that the item is available in. Click on any of the images to go to the page with full details of the product where you can click to add it to your shopping basket.

In the left-hand column on the item and product page there is an additional menu that allows you to change your search criteria.

You also have an easy to your search-box at the top of every page. Just key in the product name or type what you want, click “Search” and you will be displayed a list of products that match the criteria! It is as simple as that!

When you are ready to check-out all you have to do is click the “check-out” button.


How do I shop on-line?

We have designed the Zohoor Alreef on-line store to be as friendly as possible and there are many ways that you can move around once you arrive at the site.

We suggest that you just click a few links and see where they take you.  If you know what you are looking for, start at the navigation bar at the top of the page or click one of the advertising panels to take you to current offers.

If there is anything you like, simple click “Add to Cart” and once you are done filling up your basket with all the goodies, just click on “View Cart & Checkout”.

Alternately, you can also access the shopping cart from the top right corner of the page at any time. Put your mouse pointer over it and you can choose to “View Cart” or “Checkout” directly!

Once you are satisfied with your selection in the shopping basket, click “Proceed to Checkout” to reach the final stage!

The checkout page has been especially designed to make your process quick and efficient. In just 4 clicks you are done!

You can buy as a guest customer, or if you already have an account, you can immediately log-in. You can also log-in using your Facebook account making things much faster!

Remember, unlike a bricks and mortar store, you can’t break anything! So have fun, enjoy!


Can I shop without creating an account?

Creating a profile is always easier and faster to shop online. It is a one-time job to save your information like contact numbers and address details and the next time when you log-in, you don’t need to worry about re-entering all those fields again! Moreover, when you have an account, your “My Account” tool comes handy in saving your wish list, sending it to a friend, managing your information, seeing your order history, tracking your orders and refunds and a whole lot of other cool things!

To make life easier, we also have a Facebook Log-in that will save you the trouble of filling up all fields! It’s a great tool to use if you are not too fond of typing!

You CAN buy as a guest too without going through the process of registering on the website. But you lose out on having a “My Account” profile that gives you access to so many cool tools to manage your orders, wish lists, etc.

So the choice is yours!


How will I know when my order has been dispatched?

For every order that you create, you will instantly get an order confirmation email on the email ID you have provided. Once this order has been verified and confirmed, you will get a second email which is the Invoice. And as soon as your order is dispatched, you will get a third email with the courier Airway Bill Number, so that you can track your order!


If I have an online discount coupon / voucher, how do I use it?

Just follow these simple steps:

1)     Review the product in your shopping cart and proceed to checkout

2)     Type OR copy - paste your discount coupon code to the “Discount Codes” text box in the Checkout page

3)     Click “Apply Voucher”

4)     You will instantly get your discount!


I have a discount voucher / coupon, but it does not work. Why?

There could be various reasons:

1)     The discount voucher was for a fixed time period and may have expired

2)     The discount voucher can only be claimed in-stores (it should mention this on the discount voucher)

3)     The discount voucher could have already been used by you

4)     You are using your Loyalty Card discount in which case a voucher will not work. You can either use your Loyalty Card discount OR a voucher discount at a time and not both.


How do I add my Loyalty Card to my online profile?

You can save your Loyalty Card number when you are creating a new profile for yourself.

Since your Loyalty Card ID is linked to your name, email address and mobile number, you must ensure that you register on the website using the same details.

If you face any problem, you can contact our Customer Relations team immediately either by calling them, emailing them or using the live-chat tool on our website.

In case you already have a registered profile on the website, then you won’t be able to add your Loyalty Card ID by yourself. This is to safeguard the Loyalty Card number so that someone does not steal or mis-use anyone else’s number for their own profile. But you can contact our CRM department who will help to add your Loyalty Card ID to your profile after verifying it with you.

Customer Relationship Management

Sunday to Thursday 8.00am to 10.00pm
Within Saudi Arabia – Toll Free: 800 3044 666
For our customers abroad: +966 3 865 5115


How do I use my Loyalty Card?

In order to use your loyalty card benefits, you must be signed in to the website. After you are signed in, you will see the entire product catalogue at a reduced price depending on if you are a Gold or Silver member.

now.


My Loyalty Card ID does not work when creating an account OR at the checkout page. Why?

There could be one of many reasons:

1)     Someone has already registered on the website using your unique Loyalty Card ID. Please check with your immediate family, friends or relatives who may have had access to your Loyalty Card.

2)     Your email ID, name or phone number does not match our records. We will contact you immediately to rectify this issue for you.

 We will contact you immediately to rectify this issue for you or you can contact us using the live chat tool or on the contact information below:

Customer Relationship Management

Sunday to Thursday 8.00am to 10.00pm
Within Saudi Arabia – Toll Free: 800 3044 666
For our customers abroad: +966 3 865 5115

How secure is the website?

Very. Our website uses Secure Socket Layer (SSL) that ensures that your data is transmitted safely and reduces the risk of hacks. Here are some more details on the security of the website:

1)     Domain validated certificate

2)     2048 bit Industry Standard SSL Certificate

3)     Trusted by all popular browsers

4)     99.9% Browser Compatibility

5)     128/256 bit encryption


Do you delivery outside Saudi Arabia?

At the moment we can only delivery within Saudi Arabia due to the legality and custom restrictions with delivering fragrances outside the country. But this year, we have plans to open the Zohoor Alreef e-Store to customers who live outside Saudi Arabia.


I have applied online for my Loyalty Card but never got it. Why?

Please email directly to our CRM team who will address your concern quickly.

Customer Relationship Management

Sunday to Thursday 8.00am to 10.00pm
Within Saudi Arabia – Toll Free: 800 3044 666
For our customers abroad: +966 3 865 5115

Cash On Delivery on ALL orders!
Free Home Delivery
Free Store Delivery