Customer Help
Our happiness team is always here to assist.
Frequently Asked Questions
Ordering & Delivery
How do I create an account?
You can easily create an account by downloading Aseel app. Simply open the app, and follow the steps to get started. Creating an account allows you to track orders, save your favorites, and enjoy exclusive benefits.
Do you offer same-day delivery?
We offer same-day delivery for orders placed before 1:00 PM in Riyadh and Jeddah.
How long does it take for my order to arrive?
Delivery times vary by location, Orders within Riyadh are delivered within 24 hours. For other cities, delivery takes 1 to 4 days maximum.
How can I place an order?
You can place an order through our app or web store by simply adding your desired products to the cart and proceeding to checkout. For the best experience, we recommend creating an account and using the app to access all features, including order tracking, exclusive offers, and faster reordering.
How can I track my order?
Once your order is shipped, you’ll receive a tracking number via email and in your app profile under “My Orders” so you can easily monitor the delivery status at any time.
What are your delivery charges?
Delivery charges depend on the total value of your order. Orders over 150 SAR qualify for free shipping, while orders below 150 SAR incur a shipping fee of 25 SAR.
Do you ship internationally?
Unfortunately, we currently do not offer international shipping and only deliver within the regions of Saudi Arabia. However, we aspire to provide international shipping in the future.
What company do you ship with?
We partner with a trusted third-party logistics provider that works with multiple premium carriers to ensure your orders are shipped quickly and reliably, offering you the best service possible.
Is there a minimum purchase amount for order?
No, there’s no minimum purchase required! You can shop as much as you like, but we highly encourage you to reach 150 SAR to enjoy the benefit of free shipping.
Do you charge VAT Tax
Currently, we are not VAT registered, so VAT is not applicable to our prices at this moment.
Payment & Promotion
What payment methods do you accept?
We accept a variety of payment methods for your convenience, including credit and debit cards, Apple Pay, Tamara (buy now, pay later), and cash on delivery.
How can i apply promotion code?
You can easily apply promotion codes and coupons on the cart page. Simply enter the code in the ‘Promo Code’ box and click ‘Apply’ to enjoy your discount!
Returns & Refunds
What is your return policy?
You can return unused products in their original packaging within 7 days of delivery. For more details, please visit our Returns & Refunds Policy page.
How do I request a return or replacement
To request a return or replacement, simply send us your order number along with the details of the product you’d like to return.
What is the process of returning an item?
Once you’ve requested a return, follow these simple steps to send your items back to us:
- We’ll send you a return label.
- Securely pack the items you’re returning in a box.
- Print and attach the return label to your package.
- Wait for the shipping company to contact you to arrange the pickup.
- Let us know your preferred refund method:
Aseel Wallet
Card used for the purchase
Bank transfer (only for cash on delivery orders)
What is the status of my refund?
The refund will be processed within 2-14 business days after the returned products reach our warehouse.
If you haven’t received the refunded amount after providing all the required information within the specified time for your preferred refund method, please contact us with your order number.
Can I cancel my order?
If your order hasn’t shipped yet, please send us your order number, and we’ll assist you in canceling it immediately.
If it has been shipped, we apologize, but canceling will result in the shipping fee being deducted from the order amount.
Please review our Return & Refund Policy page
How long does it take to process a refund?
Refunds are processed within 2-14 business days after we receive the returned goods at our warehouse, depending on your payment method:
Note:The refund period will be subject to the policy of the bank or electronic payment provider.
In App Wallet Refund: Processed immediately upon approval.
Card Refund: Processed within 2-14 business days.
Bank Transfer: Processed within 2-14 business days.
Services
Do you offer grooming or pet care services?
While we doesn’t offer pet care services directly, our app connects you with trusted local service providers, including groomers, trainers, veterinarians, and more, all in one convenient platform. Download Aseel App
How do I book a service?
To book a service, simply open Aseel app, choose the service you need (grooming, training, veterinary), browse available service providers in your area, select a time slot, and confirm your booking.
Are the service providers verified?
Yes, all service providers on Aseel platform go through a verification process to ensure they meet our quality and safety standards, giving you peace of mind when booking.