Welcome to Alshayan. We have prepared the following frequently asked questions to help make your shopping experience simple, convenient, and enjoyable.
If you cannot find the answer to your question below, please contact our Customer Service Team at service@alshayan.club.
1. Orders
How can I place an order?
To place an order on Alshayan:
- Browse our products and select the item you would like to purchase.
- Choose your preferred size, color, or other available options.
- Click “Add to Cart.”
- Review your order and proceed to checkout.
- Enter your shipping and payment information.
- Complete your payment to confirm your order.
Once your order has been successfully placed, you will receive an order confirmation by email.
Can I change or cancel my order after placing it?
We process orders as quickly as possible. If you need to change or cancel your order, please contact us at service@alshayan.club as soon as possible.
We will try our best to accommodate your request if the order has not yet been processed or shipped. Once an order has been shipped, it may no longer be possible to modify or cancel it.
How can I check my order status?
After your order has been shipped, we will send you a shipping confirmation email containing your tracking information, when available.
You can use the tracking number provided in the email to check the progress of your shipment.
If you have not received your tracking information, please contact us at service@alshayan.club.
What should I do if I entered the wrong shipping address?
Please contact us as soon as possible if you notice that your shipping address is incorrect.
If your order has not yet been shipped, we will do our best to update the address. If the order has already been shipped, we may not be able to change the delivery address.
2. Shipping & Delivery
Where does Alshayan ship?
We aim to provide delivery services to the locations available at checkout.
Available shipping destinations, shipping methods, and applicable delivery fees will be displayed during the checkout process.
How long will my order take to arrive?
Delivery times may vary depending on your destination, shipping method, customs processing, and other circumstances.
The estimated delivery time shown at checkout is an estimate rather than a guaranteed delivery date.
Please allow additional time during holidays, promotional periods, adverse weather, customs inspections, or other unforeseen circumstances.
How much does shipping cost?
Shipping fees depend on the destination, order size, shipping method, and applicable promotional offers.
The final shipping cost will be displayed during checkout before you complete your purchase.
Can I track my order?
Yes. Once your order has been shipped, you will normally receive a shipping confirmation email with tracking information.
If tracking information is unavailable or has not been updated for an extended period, please contact our Customer Service Team.
Why has my tracking information not updated?
Tracking information may take some time to update after the package has been collected by the carrier.
Occasionally, tracking updates may also be delayed because of weekends, holidays, customs processing, or carrier operational issues.
If your tracking information has not changed for an extended period, please contact us at service@alshayan.club.
What happens if my package is delayed?
Although we work with our shipping partners to deliver orders as quickly as possible, delivery delays can occasionally occur.
If your package is significantly delayed, please contact us with your order number and tracking information. We will assist you in checking the shipment status.
3. Returns & Refunds
What is Alshayan's return policy?
If you are not satisfied with your purchase, you may request a return within 14 days of receiving your order, subject to the conditions outlined in our Return & Refund Policy.
Items must generally be returned in their original condition and may need to include original packaging, tags, and other accessories.
Please contact us before sending any item back.
How do I request a return?
To request a return:
- Contact us at service@alshayan.club within 14 days of receiving your order.
- Provide your order number.
- Tell us the reason for the return.
- If necessary, provide photos of the product and its condition.
- Wait for our Customer Service Team to provide return instructions.
- Send the item according to the instructions provided.
Please do not send a return to an address without first contacting us.
When will I receive my refund?
Once the returned package has been received and inspected by our warehouse, the refund will be processed according to our Return & Refund Policy.
After the refund has been issued, the time required for the funds to appear in your account may depend on your payment provider or financial institution.
Can I exchange an item?
If you need a different size, color, or product, please contact our Customer Service Team at service@alshayan.club.
Depending on product availability and the circumstances of your request, we may offer an exchange or another suitable solution.
What items cannot be returned?
Certain products may not be eligible for return due to hygiene, safety, personalization, final-sale, or other applicable restrictions.
Please refer to our Return & Refund Policy for the complete list of exclusions and conditions.
What should I do if I receive a damaged or incorrect item?
If your order arrives damaged, defective, or different from what you ordered, please contact us as soon as possible at service@alshayan.club.
Please include:
- Your order number
- A description of the issue
- Clear photos of the product
- Photos of the packaging, if applicable
Our team will review the case and provide the appropriate solution.
4. Payment
What payment methods do you accept?
The payment methods available to you will be displayed during checkout.
Depending on your location, available payment methods may include major credit and debit cards and other supported online payment methods.
Is my payment information secure?
We take reasonable measures to protect your personal and payment information.
Payments are processed through secure payment systems and payment information is handled according to the applicable payment provider's security procedures.
What should I do if my payment fails?
If your payment does not go through, please:
- Check that your payment details are correct.
- Make sure your card has sufficient funds or available credit.
- Check whether your card has expired.
- Try another supported payment method.
- Contact your bank or payment provider if necessary.
If the problem continues, please contact us at service@alshayan.club.
Why was my payment declined?
A payment may be declined for various reasons, including incorrect payment information, insufficient funds, bank security checks, card restrictions, or payment-provider issues.
For security reasons, we may not be able to determine the exact reason for a declined transaction. Please contact your bank or payment provider for further assistance.
5. Products & Sizes
How can I choose the correct size?
We recommend checking the Size Guide available on the relevant product page before placing your order.
Please compare the measurements provided with your own measurements to select the most suitable size.
If you are between two sizes, consider the fit you prefer and the measurements provided for the specific product.
Are product colors exactly the same as shown online?
We make every effort to display product colors as accurately as possible.
However, colors may appear slightly different depending on your monitor, mobile device, screen settings, lighting, or photography conditions.
What if an item is out of stock?
Popular products and sizes may sell out quickly.
If an item is currently unavailable, you can check the product page again later for stock updates or contact us at service@alshayan.club for assistance.
Are all products shown on the website available?
We make every effort to keep our inventory information accurate. However, inventory may change quickly, particularly during promotions or periods of high demand.
In rare cases, an item may become unavailable after an order has been placed. If this occurs, we will contact you regarding the available options.
6. Account
Do I need an account to place an order?
Depending on the checkout options available on our website, you may be able to place an order as a guest or create an account.
Creating an account can make it easier to manage your orders and save your information for future purchases.
What should I do if I forget my password?
If you have forgotten your password, use the “Forgot Password” option on the login page and follow the instructions sent to your registered email address.
If you need additional assistance, contact us at service@alshayan.club.
Can I update my account information?
Yes. If you have an Alshayan customer account, you can update available personal information through your account settings.
Please make sure your shipping information is accurate before placing an order.
7. Promotions & Discount Codes
How do I use a discount code?
Enter your valid promotional code in the designated discount-code field during checkout and apply it before completing your purchase.
Please check the terms of each promotion, as certain products, order values, or other conditions may apply.
Why isn't my discount code working?
A promotional code may not work if:
- The code has expired.
- The code has already been used.
- The minimum purchase requirement has not been met.
- The products in your cart are excluded from the promotion.
- The promotion cannot be combined with another offer.
- The code was entered incorrectly.
If you believe your discount code should work, please contact us before completing your purchase.
Can I use more than one discount code?
Unless otherwise stated, promotional codes generally cannot be combined.
The specific terms and conditions of each promotion will apply.
8. Customer Service
How can I contact Alshayan?
For questions regarding orders, products, payments, shipping, returns, or other matters, please contact us by email:
Email: service@alshayan.club
When contacting us about an existing order, please include your order number so that we can assist you more efficiently.
How long does customer service take to respond?
We aim to respond to customer inquiries as soon as reasonably possible.
Response times may be longer during weekends, holidays, promotional campaigns, or periods of high customer demand.
What information should I provide when contacting customer service?
For order-related inquiries, we recommend providing:
- Order number
- Name used when placing the order
- Email address used for the order
- A clear description of your question or issue
- Photos or other supporting information, when applicable
Providing complete information helps us resolve your request more efficiently.
9. Other Questions
Can I place a large or bulk order?
If you are interested in purchasing a large quantity of products, please contact us at service@alshayan.club with details of the products and quantities you are interested in purchasing.
Our team will review your request and let you know what options may be available.
What if my question is not answered here?
If you cannot find the information you need in this FAQ, please contact our Customer Service Team at:
We will be happy to assist you.
Alshayan Customer Support
Email: service@alshayan.club
Thank you for choosing Alshayan. We appreciate your trust and look forward to providing you with a pleasant shopping experience.