For orders over SAR 300 , Freddy delivers free of charge within Saudi Arabia, either door-to-door, door-to-counter or to a Freddy Store depending on where you’re located. For orders under SAR 300, Freddy charges a non-refundable SAR 100 fee to deliver either door-to-door, or door-to-counter, depending on where you’re located. All C.O.D. deliveries will be charged a non-refundable SAR 50 fee.
During the checkout process, Freddy will determine your delivery options based on your delivery address and ZIP code. For Saudi Arabian orders, irrespective of whether you select door to door delivery, or door to counter delivery, Freddy will deliver within 2 – 7 working days, depending on where you live, and availability of the product at the time of ordering.
Delivery Type, Fees and Time Frames
During the checkout process, Freddy will determine your delivery options based on your delivery address and ZIP code. For Saudi Arabian orders to main centres, irrespective of whether you select door-to-door or door-to-counter delivery, Freddy will aim to deliver within 2 – 7 working days. For Saudi Arabian orders outside of main centres, irrespective of the delivery type you select, Freddy will aim to deliver door-to-door or door-to-counter within 4 – 10 working days.
2. Standard Shipping
As buyer, you indicate where in Saudi Arabia you require delivery, as well as contact numbers to be used in connection with delivery.
In the case of door-to-door delivery, your parcel will be delivered to the address you specified in the checkout process, and you will be provided with an email with the opportunity to provide precise GPS co-ordinates for your delivery, as well as an estimated delivery time.
In the case of Store Pickup, your order will be prepared and delivered to the appointed store within 2 business days.
In the case of door-to-door delivery, if nobody is present at the address at the time of delivery, our courier will provide one more opportunity for delivery, set by appointment with you.
The courier will try once more (third attempt), and if at that time there is still no one to sign for the parcel, the parcel will be returned to our warehouse and to await your pickup.
Should a delivery fee have been charged on the order, this will not be reimbursed, given that the courier has attempted delivery on numerous occasions.
Unless we inform you otherwise, before you place your order and before the final confirmation, the estimated maximum delivery time for an order in Saudi Arabia – either door-to-door, door-to-post office counter or door-to-store is 10 working days.
As outlined above, all Freddy KSA standard deliveries take place during business hours i.e. there are no deliveries over weekends or on public holidays. Please take this into consideration when placing your order.
3. Stock shortages
Every effort will be made to ensure that Freddy KSA can fulfill your entire order once a purchasing contract (“sale”) comes into effect. However, if when packing your order, Freddy KSA is unable to fulfill certain product(s) in your order:
3.1 Freddy KSA will notify you thereof by emailing you and by allocating store credit to your Freddy KSA account to the value of the SAR paid/Freddy KSA gift vouchers used for the product(s) that could not be sent to you. Should you wish to be refunded for the products that could not be sent to you please reply to the email received, in order to inform our client service team that you wish to have your store credit converted into a refund. Your requested refund will be to your credit card should you have paid by credit card and into your bank account should you have paid by EFT or Sadad when you placed your order. Kindly include your banking details in the email, should you be requesting any EFT or Sadad refund.
3.2 and you used a promotional/ discount coupon against all or part of the product(s) that cannot be fulfilled, Freddy KSA will not allocate the value of the discount/ coupon as store credit. Please refer to the specific coupon terms and conditions for more information on whether the voucher will be reinstated and, if relevant, how the reinstated voucher will be sent to you.
3.3 and Freddy KSA does not notify you thereof via email beforehand, and you only become aware of the fact that the product(s) is/are missing once you receive your parcel, please contact Freddy KSA as soon as possible on firstname.lastname@example.org to notify Freddy KSA thereof so that we can resolve the situation as quickly as possible. If contacting Freddy KSA via email regarding missing the product(s), please use your order number and the phrase “missing product(s)” in your subject line of your email.
4. Returning non-defective product(s)
4.1 Save for certain products that are excluded from this policy (including purchases of underwear, swimwear and earrings), you are entitled to return any purchase concluded on Freddy KSA and delivered free of charge within 7 days of the product(s) being delivered. Freddy KSA will also pay the cost associated with collecting the return from you. In order to obtain a refund to the SAR value of the purchased items being returned, the product(s) being returned must be sent back to Freddy KSA in accordance with the return procedure set out in section 8 below.
4.2 Consequently, if upon receiving your purchase you are not satisfied with your choice of product(s) and wish to return it for a refund as aforesaid, please retain the product(s)’ original packaging, with labels attached, and do not wear the product. In particular, if you want to return non-defective jewellery (excluding earrings) and/or accessories (excluding underwear), please ensure the items are returned in the exact condition they were received in, and in their original packaging, with labels attached.
5. Returning incorrect product(s)
As specified in our T&Cs, Freddy KSA will make all reasonable efforts to ensure the product information, availability, purchase price and associated delivery times and fees are accurately reflected on the site.
However, should Freddy KSA deliver the incorrect product(s) to you by mistake, please do not remove the product from its original packaging, do not remove the labels or try the product on at all. Please contact Freddy KSA support at email@example.com (subject line: your order number – Incorrect Item) as soon as possible. Freddy KSA will resolve the error by arranging to collect the incorrect product(s) from you and to deliver the correct product(s) to you as quickly as possible. Please do not try and remedy the situation by placing another order for the exact same product you were trying to purchase.
6. Returning defective product(s)
If Within 1 months of delivery of a product, you find that the product is faulty, not commercially acceptable, unsuitable for the purpose generally intended (or otherwise expressly indicated by Freddy KSA at time of purchase), or not legally or reasonably durable (based on the circumstances and product type) (“defective”);
6.1 Please contact via email firstname.lastname@example.org (subject line: your order number – defective item) to notify Freddy KSA thereof. Freddy KSA will request pictures of the defective product and will arrange to collect such product from you so that it can be inspected by the Freddy KSA Quality Assurance team. If the product is subsequently found to indeed be defective, you are entitled to either –
(a) be fully refunded, or
(b) have the product replaced at Freddy KSA’s expense (the decision between repairing or replacing being that of Freddy KSA’s depending on availability and other relevant circumstances, and in this regard you acknowledge that Sale/On Special products will usually only be able to be replaced for comparable product).
If the product is found NOT to be defective and is commercially acceptable, you will NOT be entitled to any repair, replacement or refund but will instead be liable for the costs incurred in having had such product returned to Freddy KSA, and then redelivered to you.
6.2 A product is NOT defective and you will NOT be entitled to any, replacement or refund under the general warranty above if
(a) The faults/damage are a result normal wear and tear;
(b) damage arising from incorrect usage of the product;
(c) the item has a reasonable amount of manufacturing or production imperfections, but is acceptable in accordance with the generally accepted commercial practices.
Certain products may come with a supplier’s guarantee. If so, this will be stated in the product listing on the site. Clear details of these guarantees are given in their listings and no shopper may ask to be covered by a wider-ranging guarantee other than the one shown on such product listing.
Unless defective, the following product types may not under any circumstances be returned to Freddy KSA: 7.1 For hygiene reasons, due to their nature: non-defective underwear and earrings. You may, however return swimwear, but we’ll only accept the return if the hygiene strip is still in position and it’s clear the garment has merely been tried on and not worn. We also request that you keep on your underwear when trying on our swimwear. 7.2 Products that you or any other person has altered, repaired, incorporated or added to where such alteration, repair, incorporation or addition has not been authorised by Freddy KSA.
8. Return Procedure to be Followed
As outlined in Section 7 of this Delivery and Returns policy (Exclusions), please do not return any excluded items to Freddy KSA.
In the event of Freddy KSA having sent you an incorrect product, please follow the procedure as outlined in Section 5 of this Delivery and Returns Policy (Returning incorrect product(s).
Should you wish to return an item that is defective or faulty, please follow the procedure as outlined in Section 6 of this Delivery and Returns Policy (Returning defective product(s).
Should you wish to return a non-defective product within 14-days of the date that is was delivered, please retain the product’s original packaging, with labels attached, and do not wear the product at all. Please follow the return steps as outlined below:
1. Contact Freddy KSA Suppor to Begin Process
Contact Freddy KSA Returns Department – email@example.com
2. Pack Item Into Box
Pack the product(s) in their original protective packaging to secure the product(s) you are returning. Then pack the product(s) into the original Freddy KSA delivery box, along with the printed delivery note that was in the box when you received it. If you are returning shoes, please place the shoes in the original box and do not tape the shoe box closed – all shoe boxes should be placed in their original Freddy KSA box.
Carefully seal the delivery box in order to make sure the parcel is safely returned to Freddy KSA.
Should you be returning products from multiple orders at one time, please carefully pack the products belonging to the same order number together, and include the relevant delivery note recieved with each order. This will ensure a swift returns process.
3. Returning the Parcel
If your parcel was originally delivered to your door, our courier will contact you to arrange to collect the package from the address you supplied. The courier will contact you within 3 working days of you requesting the return. Freddy KSA will pay for the cost of returning the parcel to our warehouse.
Once you have posted your return back to Freddy KSA, please take a photo of your shipping slip and email it, together with your order number, to firstname.lastname@example.org
4. Your Refund
Within 10 working days of the returned product(s) having been cleared by Freddy KSA Quality Assurance, Freddy KSA will process the relevant refund:
a. Should you have requested store credit, Freddy KSA will process store credit to your account
b. Should you have paid for the associated order via Credit Card, the refund will be processed to your credit card
c. Should you have paid for the associated order via EFT, your refund will be processed to your bank account.
d. Should you have paid for the associated order via Sadad, your refund will be processed either via store credit or to your bank account.
Please note, you risk delaying the refund process if the steps outlined above are not carefully followed. In addition, you will NOT be entitled to any refund if returned product(s) are not sent back to Freddy KSA in the exact packaging it was received in, with labels attached, in resalable conditions. Freddy KSA also reserves the right not to refund a returned product if the product is returned without its original protective packaging and not safely packed in a delivery box. Furthermore, Freddy KSA will not process a refund on defective or incorrect products should you not have followed the procedures set out in Sections 6 and 7 of this Delivery and Returns Policy.
Processing of Credit and Refunds
Should you be entitled to a refund for any reason, such refund shall either be effected on the credit card used to purchase the product, or be deposited into the bank account used in the Electronic Funds Transfer/Sadad, within 10 business days of the returned item having been cleared by Freddy KSA quality checking.
Where your Freddy KSA account has been credited, you will be entitled to use such credit towards other purchases made by you on the site. Do take note, however, that you cannot request that refund the credit on your profile in the form of cash once you opted for the credit option.
If you bought a sale item and want to return the item, the reduced price will be paid back to you and not the full price.
If you want to return an item that you paid the full amount for but is now on sale, we will only pay the full amount as credit on your profile and not in the form of cash in your account. If you want a payback, the amount of the reduced price will be paid back
If you redeemed a coupon against your purchase, and wish to return the product from that purchase, the SAR value paid for the product being returned will either be refunded or credited to your account as per your request. The value of the coupon that was redeemed will not be refunded to you, or credited to your account. Please refer to the specific coupon’s terms and conditions to understand whether the coupon will be reinstated and the relevant terms that will be applied.
9. Fraud Prevention
Freddy KSA reserves the right to refuse, in the interest of fraud prevention, processing any payment for any order, and/or to cancel any purchase partially or completely, with notice given to you. Freddy KSA will be responsible for returning funds for the cancelled portion of the order to you only if you have already paid such funds.
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