• Do I need an account to place an order?

No, you don’t need to have an account to place an order. Once entering the checkout please make sure you fill out a shipping address and contact details. This is called a new customer account. However, with guest checkout, you won't be able to follow your order's status whenever you want. Only willl able to follow your order status while receiving tracking emails. We recommend you to log in for faster personalized checkout and follow exlusive perks.

• How can I request the deletion of my personal data?

To find out what personal data we collect and why, you can have a look at our privacy notice here. If you'd like to request the deletion of the personal data we have collected from you, please contact us of you may delete your account at my account session.

• How can I request a right of access on my personal data?

To find out what personal data we collect and why, you can have a look at our privacy policy here. If you'd like to request an overview of the personal data we have collected from you, please feel free to check our privicy policy at footer area.

• What personal data does IPEKYOL collect?

We use your personal data in order to achieve different purposes such as to handle your orders and to send you newsletters if you have subscribed to receive those. To find out what personal data we collect and why, you can have a look at our privacy policy here.

• Where is my order?

If you placed an order after signing in to your account, you can find the status in My Account:

1. Navigate to ‘My Orders’ in the My Account menu.

2. Check the order status.

• What should I do when my order was delivered to the wrong address?

If you believe your order has been delivered to the wrong address, you can contact us via our chatbot or web form.

• What should I do when I receive a wrong item?

If you've received a wrong item, you can contact us via our chatbot or web form, or our call center.

• What should I do if I’m missing an item/part of my order?

If you're missing one or more items from your order, contact us, once you submit your response to contact us form then we can take it from there and get back to you.

• What happens when I miss the delivery of my order?

If you're missing the delivery of your order, contact us. Once you submit your response to the contact us form, we can take it from there and get back to you.

• What delivery options do I have?

Online orders are delivered at a home/work address that you can specify in My Account or during the checkout process.

• How long does shipping take and how much does it cost?

1. Your order will be shipped within 1-5 business days
   

2. Shipping cost – SAR 29,9
   

3. Free shipping on orders SAR 499
   

4. Unexpected delays with our carriers may affect delivery times.

• Which carrier will deliver my order?

We work with multiple delivery company and the responsible courier company will deliver your order.

• How can I contact you?

You can call us from our call center, or send us an email, or write to our webform

How to return?

First option: You may make your return when you go to the nearest Ipekyol Store in KSA.
The second option may request a return to your account by clicking Return Request. Then, corier company will contact you via the phone number/email address provided in your order, and arrange the collection. Should you have any questions or require further assistance, please do not hesitate to reach out to us.

Wait for Confirmation

Your online return request will be reviewed within 24 hours, and you will receive a confirmation email.

Track the Online Return Pickup

Once approved, the return pickup will be scheduled based on your requested date and time.

You can manually track the process via email.

You will also receive a notification regarding the approval of your return request, courier pickup updates, and any cancellation or change notifications.

This process may take up to 5 business days.

Can I exchange my product(s)?

Right now, we don’t have an exchange service. If you’d like the item in a different color or
a different size, the best thing to do is to place a new order.

How long do I have to return an item?

Your online order can be returned within 14 days. We’ll take the date on your receipt as a starting point.

For hygienic reasons, returns will not be accepted for earrings, skincare, fragrances,
stockings, socks, e-gift cards, lotions, shoe-care products, personalized
products, sneakers acquired through raffles, or limited-edition styles.
Swimwear can only be returned if the protective hygiene strip remains intact
and has not been removed.

In case of a return, will I receive a refund on the shipping cost?

If an entire order finds its way back to us, we’ll refund you while deducting 25 SAR

What can I do when I haven’t received my refund yet?

In total it can take up to 14 business days until a refund finds its way back to your card, from the moment your parcel has been received by our warehouse. If the refund still isn’t visible by then, once you submit your response to contact usform, then we can take it from there and get back to you.

When will I receive a refund after I return an item/ order?

It usually takes up to 2-3 working days for a return to reach our warehouse. Once it gets there the parcel is scanned, after which a refund is automatically triggered.It takes about 8 to 14 working days after the returned items are scanned for the refund to find its way back to your bank account. We’ll be using the same payment method you did whilst placing the order. For the latest updates on your refund, it’s easiest to check your bank account directly. If you paid by credit card, no amount has been deducted from your account, or the reserved amount will be released back to your bank account.