Terms and Conditions, Shipping and Delivery Policy, Returns, Exchanges and Refunds — FEELIN Store
This policy applies to all orders placed through the FEELIN online store within the Kingdom of Saudi Arabia, unless otherwise expressly stated. Due to the nature of our products and health and safety requirements, and because your comfort, safety, and satisfaction are our top priorities, please read this policy carefully before completing your purchase.
1. General and Definition of the Store
The FEELIN online store is operated by FEELIN (a limited liability company), a company registered and operating under the regulations in force in the Kingdom of Saudi Arabia, holding the unified national commercial registration number 7051466998. The store can be contacted through the customer service information provided in this policy. (Hereafter referred to as “FEELIN,” “the store,” or “we”).
These terms apply to all sales and services offered through the store and are considered accepted by the customer upon order completion. Any other terms provided by the customer are not binding on the store unless we expressly agree to them in writing.
2. Eligibility to use the site
• Use of the site is for personal and non-commercial purposes, unless we authorize otherwise in writing.
• The user must be 18 years of age or older, or use the site under the supervision of a parent or legal guardian.
• The customer is obligated to ensure the accuracy and validity of their data (name, mobile number, address, city) and to update it immediately upon any changes.
• The customer is responsible for the confidentiality of his account and password and for all transactions that take place through it, and he must inform us immediately of any unauthorized use.
3. Intellectual Property and Trademarks
"FEELIN" is a trademark owned by us, and all content in this store—including designs, text, images, logos, and trademarks—is owned by or licensed to us. The use of any of this content for any commercial purpose is prohibited without our prior written permission.
4. Products and display accuracy
Product images on this website are for illustrative purposes only. Colors and minor details may vary depending on lighting or screen settings. Due to the sensitive nature of some of our products—particularly underwear, bras, shapewear, cosmetics, and perfumes—they are subject to special return and exchange policies outlined below.
5. Applications and their acceptance
After you submit your order, we will send you a receipt notification via email and/or text message. The order is not considered final until it is confirmed or shipped from the store.
The store has the right to cancel the order and refund the amount paid to the customer in the following cases:
• The product is unavailable.
• There is a technical error.
• There is an error in the price.
• The customer could not be contacted.
• Incorrect address information.
• Circumstances beyond the store's control prevent the order from being fulfilled.
6. Prices, fees, and value-added tax
Prices on the website are displayed inclusive or excluding VAT, as the customer can see on the checkout page. Before completing the order, the customer will see the final total price, including the product cost, VAT, shipping fees, cash on delivery fees (if applicable), and any additional charges. While we strive for accurate pricing, errors may occur; in such cases, we reserve the right to cancel the order or contact you to offer the correct price.
7. Payment methods
• Credit cards (Visa/MasterCard).
• Apple Pay.
• Mada card within the Kingdom of Saudi Arabia.
• Tabby, Tamara, or any other available installment service, subject to the terms and conditions of each service provider, whenever they are visible to the customer on the payment page.
• Cash on delivery within the Kingdom of Saudi Arabia.
The store does not collect or store card data; payment details are transmitted directly to an authorized payment service provider via a secure and encrypted connection. All payments are processed in Saudi Riyals.
8. Cash on delivery
Cash on delivery is available within Saudi Arabia, depending on the regions supported by the store or shipping provider. Additional fees may apply for this service, and these will be clearly displayed to the customer before completing the order. The customer is responsible for the accuracy of their bank details in the event of a refund.
9. Shipping and Delivery
Shipping and delivery services are currently limited to orders within the Kingdom of Saudi Arabia only.
Delivery time:
• Major cities (Riyadh, Jeddah, Dammam): 2 to 5 working days.
• Other cities in the Kingdom: 5 to 8 working days.
• The delivery period begins from the date of order confirmation and payment, or from the date of order acceptance in the case of cash on delivery, and does not include official holidays or weekends, and may increase during seasons, offers or circumstances beyond the control of the store.
Delivery fees:
• Shipping is free for orders valued at over 199 riyals within the Kingdom.
• For orders less than that, shipping fees apply, the value of which is clearly shown to the customer before the purchase is completed, and these vary according to the city and service provider.
• Delivery fees are non-refundable unless the reason for the return is a defect in the product, damage upon receipt, or non-compliance with the order.
Track the shipment and address:
• You will receive a shipping label number to track your order until it is received.
Please enter the address accurately to avoid delays: National Address - Short National Address - Building Number - Villa or Apartment - Street Name - City - Valid Telephone Number - Name of Recipient.
10. Delivery delays
In the event of a substantial delay in order delivery, the customer will be notified through available communication channels. The customer is entitled to cancel the order and receive a full refund if delivery is delayed by more than fifteen (15) business days from the contract date or the agreed-upon delivery date, unless the delay is due to force majeure or a cause beyond the store's control, in accordance with applicable regulations.
11. Products that are neither returnable nor exchangeable
Due to the nature of our products, health and safety requirements, and retail sector standards, the store does not accept returns or exchanges of the following products at the customer's request, for the following categories:
• Underwear of all kinds, including bras, panties, lingerie and body control clothing.
• Swimwear.
• Cosmetics, perfumes and health and beauty products, including perfumes, sprays, oils, gels, makeup and skincare products.
• Products that have been opened, used, had their labels removed, or had their original packaging damaged.
• Products that were prepared or made to order by the customer, if any.
This excludes cases where the sent product is faulty, damaged upon receipt, or does not conform to the order or the advertised specifications; in this case, the customer retains his legal right to return or exchange without incurring any fees, provided that he contacts customer service in accordance with clause (17).
12. Return Policy
The customer has the right to submit a return request within seven (7) days from the date of receiving the product, provided that the product and all its accessories are unused, unopened, undamaged and in their original condition, with all original packaging and labels, and that it is not among the categories excluded in item (11).
• Returns are accepted for orders placed within the Kingdom of Saudi Arabia through the store’s approved electronic channels only.
• In promotional offers or multi-buy offers, all products associated with the offer must be returned together, unless the store agrees otherwise.
• All returned products are subject to quality inspection in accordance with clause (16).
13. Return fees
The customer is responsible for a return shipping fee of (25) twenty-five riyals for orders within the Kingdom of Saudi Arabia, if the return is at the customer's request and there is no error on the part of the store. However, if the return is due to a damaged product, a manufacturing defect, or the delivery of the wrong product or one that does not match the order or advertised specifications, the customer will not be responsible for any return shipping fees, provided this is proven.
The return and exchange policy does not apply to international orders unless the store explicitly states otherwise. In the exceptional case that an international return or exchange request is accepted, the customer is responsible for all international shipping costs, customs duties, taxes, and any additional fees associated with the return or exchange, provided the request is made at the customer's request and not due to any error on the part of the store.
In all cases, the return fees borne by the customer shall not exceed the actual shipping cost.
14. Replacement Policy
The store does not accept exchanges for products excluded in item (11). Apart from that, the customer has the right to request an exchange within seven (7) days from the date of receiving the product, provided that it is in its original condition, unused, unopened, undamaged, and with all original packaging, labels, and accessories.
After the exchange request is accepted and the return shipping label is issued, the customer must return the product to the shipping company within five (5) days. Failure to comply within this timeframe will result in the store canceling the exchange request. The customer will be responsible for the exchange fee of 25 riyals if the exchange is at their own request, and no fee will be charged if the exchange is due to an error on the part of the store or a product defect.
15. Refunds
The refund will be processed after the returned product is received in our warehouses and successfully passes quality inspection, or from the date the customer provides the correct bank details in the case of cash on delivery, whichever is later, within 10 to 14 working days.
• The amount will be refunded to the original payment method whenever possible, or via bank transfer in the case of payment upon receipt.
• Refunds do not include delivery or cash-on-delivery fees unless the return is due to a product defect, damage upon receipt, or non-compliance with the order. In the case of a partial return, delivery fees are non-refundable if the remaining items have already been shipped and delivered to the customer.
• Mada payments: Refunds for payments made via Mada after 14 days from the date of purchase may take an additional period of up to 4 weeks depending on Mada policy and the issuing bank.
• The customer is obligated to provide the customer service team with correct and complete bank details when transferring funds, and the store is not responsible for any delays resulting from incorrect or incomplete data.
16. Quality Control
All returned or exchanged products are subject to quality inspection upon receipt. If a product is found to be used, opened, damaged, or missing accessories, the store reserves the right to refuse the return or deduct the value of the damage or missing items from the refund amount, depending on the product's condition.
17. Damaged or faulty products
If the customer receives a damaged, incorrect, or non-conforming product, please contact customer service within three (3) days of the date of receipt whenever possible, without prejudice to the customer’s legally established rights, and provide the store with the order number and photos showing the condition of the product. The request will be verified and processed according to the approved procedures without charging the customer any additional shipping fees once the error is proven.
18. Cancellation Policy
• The customer may request to cancel the order before it is prepared or shipped, and we will do our best to implement that.
• If the order has been prepared or shipped, it will be dealt with according to the approved return policy after it is received and returned to the store.
The store reserves the right to cancel the order and issue a full refund if the product is unavailable, there is a technical error, a pricing error, or if fulfillment is impossible due to circumstances beyond its control. Responses will be provided within 10 to 14 business days.
19. The invoice
An invoice is issued to the customer after the order is completed, showing the value of the products, VAT, shipping fees, any additional fees, the delivery address, and order details.
20. Privacy and Data Protection
Customer data processing is subject to the privacy policy published on the website and in accordance with applicable regulations. Customer data—including banking details—is used only for purposes related to order fulfillment, shipping, payment, returns, exchanges, and customer service. Banking details are used only for processing refund requests.
21. Policy Amendment
The store reserves the right to amend this policy from time to time, and the version published on the website at the time of application shall be the version applicable to that application.
22. Applicable Law and Dispute Resolution
These terms and conditions are governed by the laws of the Kingdom of Saudi Arabia. Any dispute arising out of or relating to these terms and conditions shall be resolved amicably by the parties within thirty (30) days of the date of written notification of the dispute. If an amicable resolution cannot be reached, the competent courts in Jeddah shall have jurisdiction over the dispute, without prejudice to any rights legally afforded to the consumer.
23. Communication and Customer Service
For any inquiries or complaints regarding the order, shipping, return, or exchange, the FEELIN customer service team is happy to assist you via email at [email protected] , provided you supply us with the order number and the appropriate means of communication.
To learn how your personal data is processed, please review the privacy policy posted on the store's website.
