Frequently Asked Questions

 

  1. SHOPPING AT HNAK.COM

 

    1. I am worried about shopping online. How will HNAK.COM enhance my online shopping experience?

We, atHNAK.COM, work directly with the brands’ owners/distributors to guarantee that the products published on HNAK.COM are original and are of high quality. Here are some of the key features to enhance your shopping experience:

  • a 15-days free return policy;
  • ability to pay cash upon delivery;
  • a secure payment system - if your preference is to make the payment online;and
  • hassle-free refunds.

 

  1. 2. How can I get more information about a product?

On HNAK.COM we have placed detailed descriptions for each item, however, if you still require more information please feel free to contact our Customer Support Centre on (+966 920009538) or send an email to (help@hnak.com).

 

  1. 3. How can I track my order?

You can keep a track of your order from the time you have placed it until the time it arrives at your doorstep. To track, navigate to “My Account” and check the status of your order using the tracking ID that will be sent to you through SMS or e-mail.

Also, you can track your order through any of our delivery partners by logging onto their website and inserting your tracking number:

  • First delivery partner: (Aramex)

Website: (https://www.aramex.com)

Phone Number: (+966 920027447)

  • Second delivery partner: (SMSA Express)

Website: (http://www.smsaexpress.com)

Phone Number: (920009999, Outside Saudi Arabia +966 11 2187777)

 

  1. 4. How can I pay for my order?

You can either pay for your order by credit/debit card as you place the order online, or alternatively, in cash at the time of delivery (cash-on-delivery).

 

  1. 5. Can I check my items before paying the cash-on-delivery amount?

Unfortunately, this is not possible as the courier companies will only allow you to check the items after completing the payment including the shipment fees. You may return any item to us in accordance with our Exchange and Return Policy if you are not happy with it.

 

  1. 6. Do you offer discounts?

In addition to our efforts to always ensure you get the best products at the best values, we also offer periodic discounts. Always check our website to ensure you do not miss out on any discounts and offers! You will also be able to benefit from the discounts by using the designated codes when placing an order.

 

  1. 7. What if the discount codes are not working?

If this happens, please contact us on (+966 920009538) or on the following email (help@hnak.com) and we will try our best to help you.

 

  1. 8. Do your products come with a warranty?

Warranties differ from one item to another depending on its manufacturer. For more details about specific terms of the warranty for your item, please visit the support page of your product. For information on the warranty provided for the HNAK.COM products, please check our Return and Exchange Policy.

 

  1. 9. Can I cancel an order after it has been placed?

Yes, you can cancel an order before receiving it by contacting our Customer Support centre on the following number (+966 920009538) during our working hours (from 9:00 am to 6:00 pm, from Sunday to Thursday). Please have your order number at hand.

In case your order has already been shipped and you want to cancel it, you will need to receive the order first and then request its return in accordance with our Return and Exchange Policy.

 

2. DELIVERY OF YOUR ORDER

 

2. 1. When can I benefit from free delivery?

You will be eligible for free delivery for your order when the billing amount of your order is above the given limit specified on the website- which could vary according to items and seasons. Please check our website for the current minimum amount for free shipping.

Moreover, our checkout page will automatically inform you whether your order is entitled to free shipping or not.

 

2. 2. How will I know the delivery cost and the expected arrival date?

The delivery cost and the expected delivery date will both be displayed on the application or website at the time of your order.

Your order will be delivered within (2) to (5) working days unless another period is stated at the time your order is placed.

Our courier companies will confirm the delivery time in advance. Please have the full amount of your order on your cash-on-delivery orders ready in time for delivery.

 

The courier company will keep your order for a maximum of (7) days. If the courier company was unable to reach you within this period, your order will get canceled and returned to our warehouse. HNAK.COM will refund the amount if you have already paid for the order.

 

3. RETURNING AND EXCHANGING ITEMS

 

​​​​​​​3. 1. Do you allow for returning or exchanging items?

Yes, we have a flexible Return and Exchange Policy that allows for items to be returned/exchanged without the need to provide a reason. If you wish to return/exchange an item, please place a request within (15) days of receiving the product. All products returned must be unused and in their original packaging and must be in accordance with the conditions stated in our Return and Exchange policy.

The following products cannot be returned/exchanged: Discounted items, underwear and lingerie, swimwear, socks and hosiery, any products that cannot be returned for health reasons, books, magazines, periodicals, newspapers, computer programs or software, music albums, and games discs, CDs, cosmetics and fragrance, earrings, partially or wholly custom-made items and perishables such as food and flowers.

 

​​​​​​​ 3. 2. Can I return or exchange more than one item?

Yes, it is possible to return or exchange more than one item.

 

​​​​​​​ 3. 3. What do I do if I would like to return an item?

If your item is eligible for return according to our Exchange and Returns policy, you may place a request to return the item. The courier company will collect the item(s) you wish to return to our product inspection centre. Once the return is approved by the centre, we will initiate the refund process.

 

​​​​​​​ 3. 4. Do I need to pay for the return shipping?

According to our Return and Exchange policy, if the reason for the return is due to a fault in the product or order, HNAK.COM will handle the return shipping cost and any customs charges. If however the product is not faulty and you wish to return it, then you shall handle the cost of returning the shipment and any custom charges.

 

​​​​​​​ 3. 5. Would I be able to contact the courier company directly to arrange a pick-up appointment for the item I would like to refund/exchange?

The courier company will contact you to arrange a suitable timing for the pickup of the items you would like to refund or exchange.

 

​​​​​​​ 3. 6. Would the courier company be able to deliver my replacement order and collect the items during the same delivery?

Unfortunately, this is not possible, we will pick up the item with the return request first and then the replacement item will be delivered to you separately.

 

​​​​​​​3. 7. How does your refund process work? And how long will it take to receive my refund?

We will refund the amount to you by depositing it in your bank account within thirty (30) days of HNAK.COM’s approval of the return. Please keep in mind that the amount may take longer than the mentioned period to appear on your statement.

 

4. DEFECTIVE, WRONG, OR MISSING ITEMS

 

​​​​​​​ 4. 1. I received a defective/damaged item, can I get a refund?

In case the item you received is damaged or defective, you could request its return within fifteen (15) days from the date of receipt. Returned items must be in accordance with the conditions stated in our Return and Exchange policy. Once we receive the returned item we will inspect it, and if the item is found to be defective or damaged, we will process your refund. You may check our Return and Exchange policy for more information.

 

​​​​​​​ 4. 2. The items I received are not identical to the ones in the pictures, what can I do?

Please contact us immediately. You may request to return the item received in accordance with our Return and Exchange Policy terms. In this case please ensure to attach an image of the item received when you place your return request. We will do our best to ensure your satisfaction.

 

​​​​​​​ 4. 3. I have received the wrong items, what can I do?

Please contact us immediately. You may request to return the item received in accordance with our Return and Exchange Policy terms. In this case please ensure to attach an image of the item received when you place your return request. We will do our best to ensure your satisfaction.

 

​​​​​​​ 4. 4. An item is missing from my order, what can I do?

Please contact us immediately. If you have already paid, then we shall either: 1) ship the missing item to you at our own expense; or 2) refund you the amount paid.

 

5. YOUR HNAK ACCOUNT

 

​​​​​​​ 5. 1. How can I create an account?

You can create an account at any time by clicking on the “sign up” tab on the website homepage. You can also create an account when you are on the checkout page by clicking on the “sign up” tab and filling in all information required which includes choosing a password for your account.

 

​​​​​​​ 5. 2. I am having issues with receiving HNAK.COM emails, what should I do?

Please contact us on (+966 920009538)during our working hours (from 9:00 am to 6:00 pm, from Sunday to Thursday)or send us an email at (help@hnak.com).

 

​​​​​​​ 5. 3. Facing any technical issues?

Please contact us on (+966 920009538)during our working hours (from 9:00 am to 6:00 pm, from Sunday to Thursday)or send us an email at (help@hnak.com).

 

​​​​​​​ 5. 4. Facing any payment issues?

Please contact us on (+966 920009538) during our working hours (from 9:00 am to 6:00 pm, from Sunday to Thursday) or send us an email at (help@hnak.com).