FAQ

Frequently Asked Questions (FAQ)

1. Orders & Shipping

What are the delivery timelines?

Saudi Arabia (Major Cities: Riyadh, Jeddah, Dammam):
1–2 business days.

Saudi Arabia (Other Cities):
2–4 business days.

GCC Countries (UAE, Kuwait, Qatar, Oman, Bahrain):
3–5 business days.

Where is my order shipped from?
To ensure the fastest possible delivery within the KSA and CGG, we store and ship our products directly from our fulfillment center in Riyadh, operated by our partner Salasa.

How can I track my order?
Once your order is dispatched, you will receive an email and a notification (SMS or WhatsApp) containing your tracking number and a link to our courier’s portal.

When will I receive my tracking number?
To ensure your order is processed with the highest care, we follow a two-step verification process:

Order Confirmation:
You will receive an immediate confirmation email once your order is placed.

Shipping Notification:
As soon as our fulfillment center in Riyadh (Salasa) packs and hands over your package to the courier (usually within 24 to 48 hours), a second email containing your tracking number and link will be sent to you.

Note:
For Cash on Delivery (COD) orders, the tracking number is issued after our team completes the phone/WhatsApp verification.

Do you offer free shipping?
Yes, ZYRAVO offers free shipping for orders exceeding a specific threshold (e.g., 500 SAR) or during special promotional events.

Will I have to pay customs duties?
For orders within Saudi Arabia, taxes are included. For other GCC countries (excluding the UAE), customs duties or import taxes may be applied by local authorities and are the responsibility of the customer.

2. Payments & Security

What payment methods do you accept?
We accept the most secure and popular payment methods in the region: mada, stc pay, Apple Pay, Visa, and Mastercard.

Do you offer installment plans?
Yes, you can split your payment into 4 interest-free installments through our partners Tabby or Tamara.

Can I pay via Cash on Delivery (COD)?
Yes, Cash on Delivery is available for orders within Saudi Arabia and GCC (depending on the city). Please note that we perform a verification via phone or WhatsApp before dispatching any COD order to ensure a smooth delivery experience.

Is my payment information secure?
Absolutely. All transactions are processed through Tap Payments, a PCI-DSS certified gateway, ensuring total encryption and security for your data.

Is the ZYRAVO website secure?
Yes. Our website is provisioned with a TLS (Transport Layer Security) certificate, ensuring that all connections are encrypted and secure. This technology protects your personal and payment information, providing a safe and trusted shopping experience.

3. Returns & Refunds

What is your return policy?
You have 14 days from the date of delivery to return or exchange an item. Products must be in their original, unworn condition with all tags and security seals attached. The original branded packaging must also be intact and protected during the return shipment.

How do I initiate a return?
Simply contact our support team via WhatsApp at +971529426010 or email support@zyravo.co with your order number. Our team will guide you through the process and arrange for our logistics partner to collect the items from your doorstep.

How are refunds processed for Cash on Delivery (COD) orders?
For orders paid via Cash on Delivery, refunds are issued exclusively as Store Credit. This credit is issued immediately once your return is inspected and approved. It is valid for 12 months and allows you to re-order the correct size or a new style instantly on our store.

Are shipping and COD fees refundable?
No. Initial shipping charges, Cash on Delivery (COD) handling fees, and any customs duties or local taxes paid to authorities are strictly non-refundable. Only the price of the products will be eligible for a refund or store credit.

Can I return a sale item?
Items purchased during sales or using promotional codes are eligible for exchange or store credit only. Final Sale items are not eligible for return unless a manufacturing defect is proven.

How long does the refund process take?
Once your return reaches our warehouse, it undergoes a quality inspection (3-5 business days). After approval, Store Credit is issued immediately. For card payments, the refund may take 5 to 10 business days to appear on your statement, depending on your bank's processing time.