Returns & Refunds

You have 30 days from your date of delivery of your Order to return items purchased online subject to meeting the conditions set out in this Returns and Exchanges section. We will issue a refund of the full face value of undamaged items duly returned (excluding the original delivery charges) to you via your credit card or through online credits, depending on the method of purchase.

The return processing takes up to 14 days after your order has been picked up. You will receive email confirmation of the return once it has been completed. If you have not received a refund in your account after more than 14 days, please show the confirmation to your bank so that they can help you and speed up the process

Returns Process:

An online purchase can be returned using one of the following methods:

  1. The fastest way to process an online purchase is to self-serve through your account online. Please follow the steps below:
    • Login to your account
    • Select the order you’d like to return
    • Select ‘Return Order’
    • On this page select the item(s) you’d like to return and state their condition
    • Select ‘Return Selected Items’
    • Once complete please call our us at +966115103212 to arrange free collection of your return.
    • After the warehouse receives your return you will receive a refund back to your original form of payment excluding any delivery or service charges
Refunds Process:
The refund (excluding any delivery charges or Cash on Delivery charges) will be made via the same payment method used to make the purchase, except for orders paid for by Cash on Delivery for which refunds shall be made by crediting you with online credits, and not cash, that can be used for future online orders.

Bank Cards purchases (Credit/Debit) will be refunded against the bank card (credit/debit) used for the original purchase. These should be reflected on your credit card within 10-15 working days depending on your card provider. Online credits shall be reflected immediately on confirmation of refund.


Please note that where purchases were made using multiples forms of tender such as a card payment, Amber points and online credit we will first refund any Amber reward points used, then online credits used and then the extent there is any amount remaining to be refunded we will refund the bank card used for the purchase.


We do not offer exchanges at the moment and all items should follow the returns process with a new Order placed for the replacement items. Exchanged sale items which have been further reduced in price since the date of purchase may, at our discretion, only be exchanged for the reduced sale value.

  • In order to qualify for an online refund all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of order receipt:
    1. unaltered, unused and in full saleable condition (or the condition in which they were received from us or our agents). Shoes must not have any sole or other damage;
    2. in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear and underwear must have the original hygiene liner attached; and
    3. accompanied by the original Order confirmation.
  • Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes or unpacked packaged underwear may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.
  • We regret but we cannot offer returns on the following categories of products: products sold in Gap stores inside and outside of Saudi Arabia, products not purchased via the Website, products sold on other Al Tayer Group websites. Gift items can be requested for return via calling the call center, only if a gift receipt is given.
  • Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable. Please note that for systems reasons, in order to receive an online credit, guest check out customers will need to create a Website Account and register their details with us.
  • We reserve the right to monitor returns and to refuse orders from customers with excessive returns levels. However, nothing in this Returns section is intended to affect any consumer rights that you may have under KSA law.