Mumzworld Saudi Arabia: delivery, returns and customer service

Customer service

Live chat and WhatsApp run 24/7 from the Customer Support page on the Saudi site. The Saudi FAQ says phone calls are answered daily from 9 AM to 9 PM UAE time, while the international shipping page lists KSA phone support from 8 AM to 5 PM KSA time and KSA chat from 9 AM to midnight. If you prefer to call, 8 AM to 5 PM Saudi time fits both schedules. The shipping page gives the number +971 4 433 9455.

For product questions, or to report a fake or inappropriate review, the FAQ gives the email support@mumzworld.com. If you receive a call claiming you have won a prize, Mumzworld asks you to send the call details by SMS to 330 330 and follow the reply.

Delivery times and fees

Products marked Yalla arrive the same day; other items shipped within the Kingdom take 3 to 5 days. Both pay the same fees: SAR 12 on orders up to SAR 99, nothing above SAR 99 when the parcel weighs 30 kg or less, and a flat SAR 55 for anything heavier. Items shipped from abroad have their own scale: SAR 50 up to SAR 499, free above, and SAR 65 for parcels over 30 kg.

One order can arrive in more than one delivery, so check My Orders for anything still outstanding before reporting it missing. Each order goes to a single address; for two addresses, place two orders. If the courier misses you, two further attempts are made, and you can reschedule through customer service.

Tracking an order

Open My Orders in your account to follow an order; you also get SMS and email updates when it ships. The status moves through Processing, Shipped and Delivered. Canceled means the order was stopped, and Closed means a return has been received and the refund is ready.

A damaged item is reported through My Orders, then Returns, where you fill in the form and upload a photo.

Cancelling or changing an order

The Saudi FAQ says domestic orders cannot be cancelled once they are committed. Non-domestic orders can be changed or cancelled before they ship, and a single item can be cancelled before shipping, in both cases by contacting customer service. Once something has shipped, use the return process instead.

Under the shipping page's cancellation rule, an order cancelled before packing is refunded together with any shipping and customs fees, provided it has not been dispatched. After dispatch those fees are no longer refundable.

How to return an item

Returns are accepted for 14 days from receipt. The item has to be unused, in its original condition and in the original packaging, and the full list of excluded products is on the Returns Policy page. For a faulty product, contact customer service with your order details rather than starting a standard return.

1. Go to My Account, then My Orders, and open the order.
2. Click Return Products.
3. Choose the product, the quantity and the reason, then click Continue.
4. Pick a pickup date and the refund method you want.
5. Click Confirm your Return.
6. Have the parcel ready; the courier collects within 2 to 5 business days, depending on the area.

Refunds

The money can go back to the card or method you paid with, or into the Mumzworld Wallet; orders paid on delivery are refunded to the Wallet. Processing begins 12 to 24 hours after the courier collects the item. From there, Wallet credit takes 24 to 48 hours, a credit card 5 to 7 business days and a mada card 7 to 14 business days.

To check progress, open My Orders, then Returns, and select the order. Gift wrap and gift cards are not refundable. Because 7 to 14 business days can mean up to three calendar weeks for mada, the Wallet is the quicker choice if you plan to reorder.

Payment options

The FAQ lists credit cards (Visa, Mastercard, local debit and international cards), Tabby, Tamara and your Mumzworld Wallet balance. Tabby and Tamara split the price into four interest-free payments, with minimum orders of SAR 200 for Tabby and SAR 500 for Tamara.

Cash on delivery costs SAR 10 in most areas but is not offered in Madinah, Gizan, Najran, Al Baha and some other locations, on orders of SAR 10,000 or more, or on internationally shipped items. The international shipping page mentions a SAR 30 cash charge, so check the fee shown at checkout. Codes and offers are on the Mumzworld Saudi coupon page.