Frequently Asked Questions (FAQ)

Frequently Asked Questions (FAQ)

Welcome to Altakhfid (التخفيض)! We've answered the most common questions about shopping with us. If you need more help, contact us via WhatsApp at +966506905592 or email info@altakhfid.com.

📦 Shipping & Delivery

Q1: Where do you deliver?

A: We currently deliver to all neighborhoods in Buraydah. We are working to expand delivery to other cities and regions in Saudi Arabia soon.

Q2: How long does delivery take?

A: For Buraydah customers, we offer same-day or next-day delivery. Orders placed before 5:00 PM (KSA time) are processed the same or next business day.

Q3: What are the shipping costs?

A:

  • Orders below SAR 100: SAR 10 flat fee
  • Orders SAR 100 or more: FREE shipping
  • Cash on Delivery (COD): Extra SAR 10 fee
  • Express Delivery: Extra fee shown at checkout

Q4: Do you offer Cash on Delivery (COD)?

A: Yes! COD is available with an extra SAR 10 fee. Please prepare the exact cash amount for the delivery agent.

Q5: How can I track my order?

A: After shipping, you'll receive an email or WhatsApp message with your tracking number. You can also track your order on our website using your order number and email.

Q6: What if my delivery fails?

A: Our couriers usually try to deliver twice. If delivery fails, they will contact you to reschedule. If all attempts fail, the order is returned to us, and we'll arrange re-delivery (extra charges may apply) or refund the product price (excluding shipping and COD fees).

Q7: What if my item arrives damaged or is missing?

A: Check your order immediately after receiving it. If an item is damaged, missing, or incorrect, contact us within 24 hours via email (info@altakhfid.com) or WhatsApp (+966506905592). Provide your order number and photos. We will replace the item or refund according to our Refund Policy.

↩️ Returns & Refunds

Q8: Can I return a product?

A: Yes! You can return a product if:

  • You request within 14 days of delivery
  • The item is unused and in the same condition
  • It is in original packaging with all tags
  • You have proof of purchase
  • It is not listed as non-returnable

Q9: How do I return a product?

A:

  1. Contact us by email (info@altakhfid.com) or WhatsApp (+966506905592)
  2. Share your order number, item, and reason for return
  3. Wait for our instructions and return address
  4. Do not send items back without approval

Q10: Which items cannot be returned?

A: Non-returnable items include:

  • Perishable goods (food, flowers, newspapers)
  • Intimate or sanitary items (underwear, swimwear, opened personal care)
  • Hazardous materials, flammable liquids, gases
  • Gift cards, downloadable software
  • Health/personal care items if seal is broken
  • Used, damaged, or incomplete items
  • Custom or personalized items

Q11: How long does it take to get a refund?

A: We confirm by email after checking your return. Refunds go to your original payment method within 7–14 working days. COD refunds are given as store credit or Saudi bank transfer.

Q12: Who pays for return shipping?

A:

  • If our mistake (wrong/defective item): We pay shipping
  • If your choice (change of mind): You pay shipping
  • Shipping fees are non-refundable

Q13: Can I exchange a product?

A: We only exchange defective or damaged items. Contact us immediately if you receive a defective product.

💳 Payment & Pricing

Q14: What payment methods do you accept?

A: Currently, we accept Cash on Delivery (COD). We are working on adding more payment options including Mada, Apple Pay, and installment services like Tabby and Tamara once our Commercial Registration is complete.

Q15: Can prices change?

A: Yes, prices may change without notice. We recommend checking the current price before placing your order.

Q16: Do you offer discounts or promotions?

A: Yes! Follow us on social media and subscribe to our newsletter for exclusive offers, new arrivals, and special promotions.

🛍️ Products & Orders

Q17: Are your products authentic?

A: 100% YES! We source directly from authorized distributors and trusted suppliers. Every product is genuine – no counterfeits, no compromises.

Q18: Are your products Halal-friendly?

A: Yes! We carefully curate products suitable for Halal-conscious consumers, respecting Islamic values and traditions. Product descriptions indicate Halal suitability.

Q19: Can I cancel or modify my order?

A: Contact us immediately via WhatsApp (+966506905592) or email (info@altakhfid.com). We can cancel or modify orders before they are shipped. Once shipped, you'll need to follow our return process.

Q20: What if a product is out of stock?

A: Out-of-stock items are clearly marked on our website. You can contact us to check when the product will be available again.

Q21: Do product colors look different in person?

A: Colors may look slightly different on your screen compared to the actual product. We do our best to show accurate images.

🔒 Privacy & Security

Q22: Is my personal information safe?

A: Yes! We use proper security measures to protect your information. We collect only necessary details (name, address, phone, email, payment info) to process orders and provide services. Read our full Privacy Policy.

Q23: Do you share my information?

A: We may share your information with:

  • Shopify and service providers (payment, shipping, support)
  • Marketing partners (ads and promotions)
  • Government authorities if required by law
  • Only with your consent when needed

Q24: Can I request my data be deleted?

A: Yes! You have the right to:

  • Ask what information we hold about you
  • Request correction or deletion of your data
  • Stop receiving marketing emails

Contact us at info@altakhfid.com to exercise your rights.

📞 Contact & Support

Q25: How can I contact customer service?

A: We're here to help!

  • WhatsApp: +966506905592 (fastest response)
  • Email: info@altakhfid.com
  • Address: Buraydah, Al-Qassim Province, Saudi Arabia

Q26: What are your business hours?

A: We process orders Sunday–Thursday (business days). Orders placed on weekends or holidays are processed the next business day.

Q27: Do you have a physical store?

A: We are an online-only store based in Buraydah. We deliver products directly to your doorstep for your convenience.

🌟 About Altakhfid

Q28: What does Altakhfid mean?

A: التخفيض (Altakhfid) means "discount" in Arabic. We're committed to providing authentic, high-quality products at affordable prices for Saudi families.

Q29: How does Altakhfid support Saudi Vision 2030?

A: We contribute to Vision 2030 by:

  • Embracing digital transformation and e-commerce
  • Supporting economic diversification through local entrepreneurship
  • Improving quality of life with accessible health and beauty products
  • Creating local employment opportunities
  • Operating with trust, transparency, and Halal-friendly values

Q30: What brands do you carry?

A: We partner with globally recognized brands including QV, Vaseline, Eucerin, NIVEA, Dabur, Head & Shoulders, Johnson's, and more.

❓ Still Have Questions?

If you didn't find your answer here, we're happy to help!

Contact us:

  • WhatsApp: +966506905592
  • Email: info@altakhfid.com

Thank you for choosing Altakhfid. We're here to serve you with authenticity, affordability, and care!