What payment methods can I use to purchase?
You can pay using:
 Apple Pay
 MasterCard
 Mada
 Visa

Unfortunately, cash on delivery, bank transfers, or phone payments are not supported.

The address is incorrect. What should I do now?
If you notice any incorrect or incomplete information upon receiving the order confirmation email,
please contact us immediately via email at online.store@alnassr.sa as soon as possible so we can
correct.
When contacting us, kindly provide complete and accurate details to expedite the amendment process.
It’s crucial to ensure the shipping address is fully accurate to avoid any delivery issues or delays.

How and when will I receive my refund?
When will I get a notification regarding my refund?
You will receive an email as soon as your parcel is cleared by our team at the central warehouse.
From that point, the refund process may take up to 10 business days.
You will receive another email when the refund is complete, and the amount will be sent to the same
payment method used for the purchase.

How long does it take for the refund to appear in my account?
In general, the refund should be processed within 2–3 business days after receiving the refund
confirmation email.
However, the time it takes for the amount to appear in your account depends on your bank or PayPal.

What should I do if I don’t receive a refund notification despite returning the parcel?
If you have confirmation from the courier that the parcel was delivered more than 3 business days ago,
and you haven’t received a refund notification, please send a screenshot of the delivery confirmation
along with the shipping tracking information and the courier company name.

When will my order be delivered?
Phone: Call us : +966 11 474 4464. This is a standard-rate number within Saudi Arabia, so costs will
depend on your international provider’s rates.
Please note that WhatsApp calls are not supported on this number.
Email: Use the contact form, and we will get back to you within 24 hours on business days.

How can I contact customer service?
Customer Service Hours: On business days, from 10:00 AM to 6:00 PM (Saudi Arabia time).

Ways to contact us:
 Phone: +966 11 474 4464
 Email: online.store@alnassr.sa , and we will respond within 24 hours on business days.

To assist us in serving you better, please continue the same conversation and avoid sending duplicate
requests.

Can I cancel or modify my order?
We can try to cancel the order as long as it hasn’t entered the preparation phase at the warehouse.
Therefore, we suggest requesting cancellation quickly.

Regarding modifications: Once the order is confirmed, we cannot:
 Change the items in it
 Add extra items to the order
 Modify the size or color of items
 Select a different delivery option
 Combine separate orders into one shipment
We recommend placing a new order with the desired changes and requesting the cancellation of the
incorrect order.

How do I initiate a return?
You have 14 days from the date of delivery to initiate a return process.
Please note that exchanges are not possible. You will need to process a return and make a new purchase
online or in-store if the size does not fit.
Some items, such as socks, cannot be returned or exchanged for hygiene and health protection reasons.
If you’re returning a product, ensure it is protected in an external box or wrap.

You have the following options:
 Free In-Store Returns
If you are in Riyadh, you can drop off your return at our stores.
You’ll receive a receipt, and the return will be processed free of charge.
The refund will be issued once the items reach our central warehouse.

Are original shipping costs refunded for returns?
Original shipping costs will be refunded provided that these two conditions are met:
1. You have the items within 14 consecutive days of receiving the order.
2. You have all the items in your order.
For more details, please refer to the withdrawal section in our Purchase Terms.

How can I check the delivery status of my order?
You’ll receive notifications via email to stay easily updated. Don’t miss out!
Orders will not be shipped until they are prepared in our warehouse, which may take 1–2 business days
(excluding weekends and public holidays).

During checkout, we notify you of the estimated delivery time for your order. This can also be seen in
the confirmation email sent to you.

Once the order is ready to leave our warehouse, you’ll receive an email with all the details about your
shipment, including:
 The items included in the parcel.
 The courier company responsible for delivery.
 The tracking number and a direct link so you can, with just one click, know the location of your
parcel at any time.

The tracking number assigned by the shipping company is the identifier they provide. It’s essential to
keep this number because if you need to contact the shipping company for any reason, they will ask for
this number to locate your shipment and provide the information you need.

How many days do I have to return a product?
You have 14 calendar days from the day you receive your order or purchase it in one of our physical
stores to initiate a return or report an issue with your order.
Once the products are sent for return, if transportation takes more than 14 days, don’t worry. The
specified date is the shipping date to our facility.

After the 14-day period, no products can be returned, as stated on our Return Page and in our Purchase
Terms.

Can I exchange a product?
If you need to change the size or model of your order, you must return the product and place a new
order. We will refund the amount paid for the returned product using the same payment method used
for purchase. Please visit our Return Page for detailed instructions.

Alternatively, you can visit our store, where our staff will assist you with the return process and help
place a new order immediately. If the product you want is in stock, you can take it home on the same
day. If not, it will be shipped to your provided address.

At Al-Nassr, we do not allow product reservations or pre-orders, so we cannot hold another product
while waiting for your refund.

If you are 100% sure of the right size, we recommend purchasing it to avoid missing out if stock is
limited.
Of course, once we receive your return and verify the product's condition, we will process your refund.

Are all Al-Nassr products authentic?
Yes, all products in our catalog, whether footwear, clothing, or accessories, are 100% authentic.
At Al-Nassr, we work directly with manufacturers of every brand without intermediaries.

This is why, in many promotional campaigns launched by the brands themselves, we are mentioned as
regular contributors.

Where are Al-Nassr stores located, and what are their working hours?
You will find our stores here.