MOOV

REQUESTS

How long does it take for my order to be processed?

We need 3 to 4 working days to prepare and deliver your shipment
Can I cancel the order?

Yes, dear customer, you can cancel your order within one hour of executing the order, before
processing the order for shipment
Can I change/modify my order (before shipping )?

Yes, dear customer, you can modify your order before shipping

THE RECEIPT

The logistics took a long time to ship so I canceled my order already received it, what should I do?

Dear customer, canceling the order is only within the first hour of executing the order. In the event that you receive the product, the return and refund policy applies according to the policy of the Ministry of Commerce
What should I do if I clicked confirm payment by mistake?

Dear customer, you can cancel the order directly through the My Orders screen, enter the same
order, and click on the cancel order icon, because you forgot to recover the amount in your wallet.
How long is the delivery time?

Dear customer, it takes 3-5 working days to prepare process and send the order to you.

RETURN AND REFUND

What is the return policy?

The return and refund policy is subject to the policies of the Ministry of Commerce. Please click on
the link.
When will the product(s) to be returned be received?

Within 2 working days of your confirmation of the return request.
What's If you receive a damaged or defective product?

We will initiate a refund to your MOOV wallet or to your credit card (or original method of payment).

You will receive the credit within 14 business days, depending on your card issuer's policies.
How long is the refund period?

In the event that the product is replaced or returned, this will be within 5 working days.

PAYMENT & DISCOUNT

What is your available payment method?

Dear customer, all Payments methods are available, you can add funds to your Wallet in Moov
platform, also payment using direct debit and credit cards.
Why was the payment rejected?

Dear customer, you can check with your bank in the event that any financial transaction that takes place on your card if rejected.
Is there Cash on Delivery payment method?

Yes, we have Cash on delivery (COD)
How are points used?

One point is calculated for each riyal paid, and a return of 0.02 halala will be earned for each Saudi riyal spent, for example (when buying for 1000 riyals, 1000 points are earned, which is equivalent to 20 Saudi riyals)
How can I use the coupon?

Dear customer, you can use it through your shopping cart when you make the payment process, you will find the coupon box before executing the payment process, enter it and then complete the payment process to get your discount
How do I use my wallet balance?

Dear customer, when placing the products in the cart and continuing the payment process, payment options will appear for you, including payment from the financial wallet.

THE ACCOUNT

What should I do if I cannot log into my account?

Dear customer, please contact the technical support of the platform through one of our communication methods, call / WhatsApp / instant chat or by sending an e-mail ([email protected])
Can I change or reset my password?

Yes, you can do that by entering the My Account menu and then entering the private profile.