Quick answers to the questions we hear most. Can’t find what you’re looking for? Our customer care team is here Sunday to Thursday, 9am–6pm.

Orders & payment

Can I order from more than one vendor at once?

Yes. Add items from any vendors to your bag and check out once. Each vendor ships its items separately, so you may receive more than one parcel.

Which payment methods do you accept?

The payment methods available for your order are shown at checkout. Every payment is processed securely by our payment partners.

Can I change or cancel my order?

You can cancel an order until the vendor dispatches it. Go to Orders in your account, or contact us as soon as possible.

Delivery

How long does delivery take?

Vendors dispatch within one working day. Standard delivery takes 3 to 5 business days, and express delivery 1 to 2 business days.

How can I track my order?

You will receive a message when each parcel is dispatched, and you can follow every parcel under Orders in your account.

Returns & refunds

How do I return an item?

Open the order in your account, select the item and request a return within 14 days of delivery. Returns of unopened products in their original packaging are free.

When will I get my refund?

Once the vendor receives and checks your return, your refund is issued to your original payment method within 5 to 10 business days.

Products & account

Are the products authentic?

Yes. Every vendor is reviewed before joining Ahlashi, and all products must be genuine and sold in their original packaging.

Do I need an account to shop?

You can check out as a guest, but an account lets you track your orders, save your wishlist and check out faster next time.

How do I contact a vendor?

Send the vendor a message from the product page or from your order. Replies appear under Messages in your account.