Consumer Rights and Responsibilities Policy for Shipping and Delivery

Shipping & Delivery Consumer Rights and Responsibilities Policy

To ensure transparency in shipping and delivery procedures and to protect customers' rights, Ginza Store has established this policy outlining the terms and conditions governing order processing, shipping, and delivery within the Kingdom of Saudi Arabia and the Gulf Cooperation Council (GCC) countries.
By completing an order through Ginza Store, the customer acknowledges and agrees to this policy without prejudice to any rights granted under the applicable laws and regulations of the Kingdom of Saudi Arabia.

1. Delivery Coverage

Ginza Store provides shipping and delivery services to:
  • All cities and regions within the Kingdom of Saudi Arabia.
  • GCC countries where shipping services are available at the time the order is placed.
The available shipping carrier may vary depending on the customer's location, the nature of the products, shipment size, and service coverage.

2. Shipping Carriers

Orders within Saudi Arabia are shipped through Ginza Store's approved shipping partners, currently including:
  • RedBox
  • Aramex
Ginza Store reserves the right to select the most appropriate shipping carrier based on the destination city, shipment size, product type, and operational coverage while maintaining the agreed level of service.

3. Order Processing Time

Orders are processed and handed over to the shipping carrier within 24 to 72 business hours from the date the order is confirmed and full payment is received.
The processing time does not include:
  • Fridays and carrier-recognized weekend holidays.
  • Official public holidays.
  • Peak sales periods and promotional campaigns, where customers will be notified of any expected delays.
  • Orders requiring payment verification or delivery address confirmation.
  • Circumstances beyond the Store's reasonable control.
The estimated delivery period begins only after the order has been handed over to the shipping carrier. Order processing time is not included in the estimated shipping time.

4. Delivery Time Within Saudi Arabia

Once the shipment has been handed over to the shipping carrier, the estimated delivery times are as follows:
  • Major cities: 24–72 business hours.
  • Other cities and regions: 2–7 business days.
These delivery estimates are approximate and may vary depending on the destination, shipping carrier schedules, operational conditions, weather, seasonal demand, and public holidays.

5. Shipping to GCC Countries

Orders may be shipped to GCC countries subject to the shipping carrier's available coverage.
Shipping charges displayed during checkout may vary depending on:
  • Destination country and city.
  • Shipment weight and dimensions.
  • Number of products.
  • Available shipping carrier.
Unless otherwise stated, shipping charges do not include customs duties, taxes, import fees, or any governmental charges imposed by the destination country. Such charges are the sole responsibility of the customer in accordance with the applicable regulations of the receiving country.
International delivery times may vary depending on the destination country, customs clearance procedures, and the selected shipping carrier. Estimated delivery times will be displayed whenever available.

6. Shipping Fees Within Saudi Arabia

The following shipping fees apply within the Kingdom of Saudi Arabia:
  • RedBox: SAR 15
  • Aramex: SAR 26
  • Free Shipping: Available for orders valued at SAR 249 or more after discounts, unless otherwise stated in a promotional offer.
The final shipping fee will be displayed before the customer confirms and completes the order.
Free shipping may not apply to oversized, heavyweight, or special-handling items, provided that any additional shipping charges are clearly disclosed before checkout.

7. Payment Methods

Ginza Store does not offer Cash on Delivery (COD).
Orders, shipping fees, and any applicable charges must be paid in full using one of the available electronic payment methods before the order is processed and shipped.

8. Shipping Address Changes

Customers may request a shipping address modification after placing an order, provided the shipment has not yet been handed over to the shipping carrier or a shipping label has not been issued in a way that prevents modification.
Customers should contact Customer Service as soon as possible and provide:
    Order number.
  • Recipient's name.
  • Mobile number.
  • Saudi National Address (Short Address).
The Store cannot guarantee that address changes can be made after shipment. Shipping carriers may impose additional charges for rerouting or redirecting shipments, and such charges shall be borne by the customer if the change is requested by them.

9. Accuracy of Customer Information

Customers are responsible for providing complete and accurate information, including:
  • Recipient's name.
  • A valid mobile phone number.
  • City, district, and street.
  • Saudi National Short Address.
Customers are responsible for any delays, failed deliveries, or returned shipments resulting from incorrect or incomplete information.

10. Shipment Tracking

Once the order has been shipped, a tracking number will be sent to the customer through the registered communication method whenever it becomes available.
The customer is responsible for monitoring the shipment status and responding to any calls or messages from the shipping carrier regarding delivery.
If any tracking issues arise, the customer may contact Ginza Store Customer Service for assistance in following up with the shipping carrier.


11. Order Delivery

The order will be delivered either to the customer or to any person present at the delivery address who agrees to receive the shipment on the customer's behalf.
Customers are encouraged, where reasonably possible, to inspect the condition of the packaging, verify the number of packages, and confirm the shipment details before accepting delivery or providing the delivery verification code to the shipping carrier.
Providing the delivery verification code or signing the delivery receipt constitutes acknowledgment of receipt of the shipment; however, this does not waive the customer's rights regarding hidden defects or non-conforming products that could not reasonably be identified at the time of delivery.
The customer has the right to refuse delivery if the shipment is clearly damaged or does not match the order, provided that Ginza Store Customer Service is contacted immediately to the issue.


12. Failed Delivery Due to the Customer

Delivery shall be deemed unsuccessful due to the customer in any of the following circumstances:
  • Providing an incorrect or incomplete address.
  • Failure to respond to the shipping carrier's communications.
  • Failure to be available to receive the shipment at the agreed time or location.
  • Refusing to accept a correct and compliant order without a reason attributable to Ginza Store.
  • Failure to collect the shipment within the carrier's specified holding period.
  • Requesting an address change after the shipping process has commenced, resulting in unsuccessful delivery.
If the shipment is returned to Ginza Store for any of the above reasons, it may be re-shipped after:
  1. The shipment has been received at Ginza Store's warehouse.
  2. The products have been inspected and confirmed to be in good condition.
  3. The customer has paid the cost of a new shipping label.
Free shipping does not apply to reshipping orders that failed to be delivered due to the customer's actions, even if the original order qualified for free shipping.


13. Refusal to Accept the Order

If the customer refuses to accept an order without any fault, damage, or non-conformity attributable to Ginza Store, the customer shall bear the actual shipping charges and return shipping costs. These charges will be deducted from the order value before any refundable amount is processed.
However, if the refusal is due to an incorrect product, visible damage, or a shipment that does not match the order, Ginza Store shall bear the shipping and handling costs after verifying the issue.


14. Partial Shipment of Orders

Ginza Store may ship an order in multiple shipments under any of the following circumstances:
  • Products are stored in different warehouse locations.
  • One or more products are temporarily unavailable.
  • Products differ in size or handling requirements.
  • Multiple shipping carriers are required.
Where possible, the customer will be notified if the order is split into multiple shipments.
The customer will not incur any additional shipping charges resulting solely from the Store's decision to split the order.
If a product becomes unavailable, Ginza Store will contact the customer and offer one of the following options:
  • Wait until the product becomes available.
  • Replace it with another product upon the customer's approval.
  • Cancel the unavailable product and issue a refund.
  • Cancel the entire order if the unavailable product is an essential part of the order or bundle.


15. Shipment Delays

If there is a delay in processing or delivering an order, Ginza Store will follow up with the shipping carrier and keep the customer informed of any available updates.
The customer shall not incur any additional charges resulting from delays beyond their control.
If the delay exceeds the agreed or legally prescribed period without a reason beyond the Store's control, the customer may exercise their statutory rights, including requesting order cancellation and receiving a refund in accordance with applicable laws.
Delays caused by an incorrect address, the customer's failure to respond, or a requested address modification shall not be considered delays attributable to Ginza Store.


16. Lost Shipments

If a shipment is confirmed lost by the shipping carrier before delivery to the customer, Ginza Store shall, after completing the necessary verification procedures, provide one of the following remedies based on product availability and the customer's preference:
  • Reship the order at no additional cost.
  • Refund the value of the products and any applicable payments to the original payment method.


17. Damaged or Incorrect Shipments

If a shipment arrives damaged, incomplete, or contains an incorrect product, the customer must contact Ginza Store within 24 hours of delivery if the defect is apparent and provide:
  • Order number.
  • Clear photographs of the outer packaging.
  • Photographs of the shipping label.
  • Photographs of the damaged or incorrect products.
  • A brief deion of the issue.
Ginza Store shall bear the cost of replacement or return if it is confirmed that the damage or error occurred before delivery or was caused by the Store or the shipping carrier.
Failure to report within the above period shall not affect the customer's statutory rights relating to hidden defects or defects that could not reasonably have been identified upon delivery.


18. Ginza Store Responsibilities

Ginza Store is committed to:
  • Processing orders within the timeframe specified in this policy.
  • Packaging products appropriately according to their nature.
  • Delivering orders to an approved shipping carrier.
  • Providing shipment tracking information whenever available.
  • Maintaining the confidentiality of customer information and using it solely for order fulfillment and delivery purposes.
  • Following up on shipping and delivery complaints.
  • Bearing the costs associated with errors caused by the Store.
  • Issuing refunds in accordance with the original payment method and applicable policies and regulations.


19. Consumer Rights

Customers have the right to:
  • Know the shipping charges before completing payment.
  • Know the estimated processing and delivery times.
  • Receive a shipment tracking number whenever available.
  • Receive products that match the order and arrive in good condition.
  • Refuse delivery of products that are visibly defective or do not conform to the order.
  • Submit complaints and receive follow-up from the Store.
  • Not bear the cost of errors caused by Ginza Store or the shipping carrier.
  • Request order cancellation or a refund in accordance with applicable laws and regulations.
  • Exercise all rights granted under the laws and regulations of the Kingdom of Saudi Arabia.

20. Consumer Responsibilities

The customer agrees to:
  • Provide complete and accurate information.
  • Select an available and appropriate shipping method.
  • Pay the order value and shipping fees before the order is processed.
  • Track the shipment and respond to communications from the shipping carrier.
  • Be available to receive the shipment or authorize another person to receive it on their behalf.
  • Inspect the condition of the shipment before providing the delivery verification code, whenever reasonably possible.
  • Not refuse a correct and compliant order without bearing the applicable charges.
  • Notify the Store of any issues within a reasonable timeframe and provide the necessary evidence for verification.
  • Refrain from misusing return services or submitting unjustified delivery disputes.


21. Public Holidays and Exceptional Circumstances

Official public holidays and periods during which shipping carriers suspend operations are not included in the order processing or delivery timeframes.
Delivery schedules may be affected by circumstances beyond the Store's reasonable control, including but not limited to:
  • Adverse weather conditions.
  • Natural disasters.
  • Widespread technical failures.
  • Government decisions or restrictions.
  • Seasonal congestion.
  • Road closures or transportation disruptions.
  • Customs procedures for international shipments.
Ginza Store will take all reasonable steps to monitor the shipment and notify the customer of any significant delays.


22. Contact and Complaints

For inquiries or complaints regarding shipping and delivery, customers may contact Ginza Store through:
To help us process your request ly, please provide your order number, mobile number, and a brief deion of the issue.


23. General Provisions

This policy is governed by the laws and regulations of the Kingdom of Saudi Arabia.
If any provision of this policy conflicts with a mandatory consumer right established under applicable laws or regulations, the relevant legal provision shall prevail without affecting the validity of the remaining provisions of this policy.
Ginza Store reserves the right to amend or update this policy at any time. Any amendments shall become effective from the date of publication and shall apply only to new orders placed thereafter. They shall not apply retroactively to orders that have already been confirmed unless otherwise required by applicable law.