Frequently Asked Questions
Accounts and Orders
Do I need to create an account to place an order?
No. You can complete your purchase as a guest without creating an account. However, creating an account allows you to track your orders, save your addresses, and manage your account information more easily.
How can I create an account?
Select “My Account,” enter the required information, and follow the registration steps. Please ensure that your phone number and email address are correct so that we can contact you regarding your orders.
How can I place an order?
Choose the products you would like to purchase and add them to your cart. Proceed to checkout, enter your contact and delivery details, select an available payment method, review your order, and confirm your purchase.
Can I amend my order after it has been confirmed?
You may request an amendment to your order details or delivery address before the order is handed to the courier. Please contact us as soon as possible and provide your order number. We cannot guarantee an amendment if the order is already being prepared or has been shipped.
Can I cancel my order?
You may request cancellation before the order has been shipped by contacting Customer Care. If the order has already been handed to the courier, the cancellation will be subject to our Return and Refund Policy and the applicable shipping costs.
Payment
What payment methods are available?
All payment methods available for your order will be displayed at checkout. These may include online payment, available instalment services, wallet payment, and cash on delivery for eligible orders.
Do displayed prices include VAT?
Yes. All prices and fees displayed on the website include VAT unless stated otherwise.
Is cash on delivery available?
Yes. Cash on delivery is available within Riyadh only for orders with a total value not exceeding SAR 500. A cash-on-delivery fee of SAR 15 applies.
Cash-on-delivery orders must be confirmed before dispatch and may be cancelled if we are unable to confirm the order with the customer within 24 hours. Orders outside Riyadh must be paid in advance.
Shipping and Delivery
Which courier company do you use?
Orders within Saudi Arabia are normally delivered through SMSA Express. Verena may use another licensed postal or logistics provider when necessary.
How long does delivery take?
Orders are normally delivered within four business days from the date of order confirmation. Remote areas may require additional time, and delays may occasionally occur due to operational or logistics circumstances.
How much does delivery cost?
The full delivery charge will be displayed before the order is completed. Delivery is free for orders exceeding SAR 200 after discounts unless otherwise announced.
How can I track my order?
A tracking number will be sent to you, when available, after the order has been handed to the courier. You may also check the status of your order through My Account → Orders.
What happens if my order cannot be delivered?
If delivery cannot be completed after two attempts for a reason attributable to the customer, or if the shipment is not collected from a designated collection point within the specified period, the order may be cancelled.
The amount paid will then be refunded after deducting the actual outbound and return shipping costs and any applicable cash-on-delivery fee. The customer will not incur additional costs if delivery fails because of the store or courier.
Returns and Refunds
Can I return a product?
You may request a return within seven days of receiving your order, subject to our Return and Refund Policy. The product must remain unused, unopened, and in its original condition with its original packaging and accessories.
Opened or used products affected by health and hygiene considerations cannot be returned unless they are confirmed to be defective or different from the product ordered.
What should I do if an item arrives damaged, missing, or different from my order?
Please contact us within 48 hours of receiving the order. You must provide your order number, clear photographs, and one continuous video showing the package being opened and the condition of its contents.
A hidden defect that was not apparent upon delivery must be reported within seven days of receiving the product.
Who pays the return shipping cost?
If the return is due to a change of mind, the customer is responsible for the actual shipping costs. If the product is confirmed to be defective or different from the product ordered, Verena will cover the shipping costs.
When will I receive my refund?
The returned product will be inspected, and the customer will be informed of the outcome. Once the refund has been approved, it may take up to 14 days to complete, depending on the original payment method and payment provider.
Payments made through Tabby or Tamara will be refunded through the relevant provider. Cash-on-delivery orders will be refunded by bank transfer to an account held in the customer’s name.
Contact Us
How can I contact Customer Care?
Email:
customercare@verena.sa
WhatsApp — messages only:
0112387895
When contacting us about an existing order, please include your order number so that we can assist you efficiently.
