Reporting a problem and getting a refund
What to do if an order is late, damaged or not as described, and how our team decides.
When to report
Open a help request within 7 days of delivery, or at any time before delivery. Before the order ships you can also simply cancel it for free.
How to report
- 01Open the orderGo to My orders and open the order with the problem.
- 02Choose Get helpPick what happened, for example damaged or not as described, and describe it.
- 03Add photosAttach JPG, PNG, WEBP or PDF files, up to 10 MB each and 5 per message.
- 04Chat with our teamReplies arrive in real time, and by email if you're offline.
How decisions are made
A person on our support team handles your request. If the shop needs to be involved, we open a separate conversation with them: you and the shop never message each other and can't see each other's chat.
Our team then decides one of these outcomes:
- Full refund
- Partial refund, up to the order total
- Reship: the shop sends the item again at no charge
- Return and refund
- No action, with the reason explained
Refunds
Refunds go back to the card you paid with, and we notify you as soon as one is issued. Most banks show refunds within 5 to 10 business days.
Support hours
Our team works Sunday to Thursday, 09:00 to 18:00 Amman time. Outside those hours your request is queued and the chat shows when to expect a reply.