Customer Help
Our happiness team is always here to assist.
Common purchase queries answered
Orders and Shipping
Please carefully review our Shipping & Delivery Policy when purchasing our products. This policy will apply to any order you place with us.
- In-Store Pickup: In-store pickup is available for all purchases, available Daily, from 10:00 am to 10:00 pm
- Delivery: We offer shipping option, a third-party supplier will be responsible for shipping your products.
We do not offer international shipping.
If delivery is delayed for any reason we will let you know as soon as possible and will advise you of a revised estimated date for delivery.
If you need to swap an item
Returns and Exchanges
- Returned items must be accompanied by the original invoice for In-store Purchases. Items must be unused, in their original condition, and in resalable condition with packaging and labels intact to be eligible for return. If the item includes additional components or parts, all of them must be returned together.
- If an order includes a gift item, it must be returned in its original condition along with the original purchased item if the purchase no longer qualifies for the gift due to a partial return. If either the gift item or the original item is not in resalable condition upon inspection, the return will be rejected
You can review our Returns Policy here.
For Online Orders: Once a return is initiated, a pickup will be arranged to collect the item. The refund will only be processed once the item has been received at the store.
All returned items will undergo a thorough quality assessment to verify their condition. Refunds will only be approved if the returned item successfully passes this quality check.
Items deemed un-sellable due to misuse or other factors will not be eligible for return, and such returns will be rejected.
The following items are non-returnable due to hygiene, safety, and quality concerns:
- Medicines
- Milk products
- Temperature-regulated products
- Perishable goods
- Wearable & body support items
Online Orders: Refunds will be credited to the customer’s wallet account. If the refunded amount remains unused in the wallet for 7 days, it will be automatically refunded to the original source bank account.
In-store Purchases: Refunds will be issued in the form of a Store Credit Note.
Items purchased in store using gift vouchers are non-returnable, non-exchangeable, and cannot be refunded.
Any defect or damage must be reported immediately at the time of delivery by contacting our customer support team.
Once the defect or damage has been verified by our quality assessment team, a replacement or refund will be initiated accordingly.
Refunds, if applicable, will be processed using the original payment method used for the transaction
Any discrepancies must be reported to our customer support team promptly upon receipt of the delivery to ensure timely resolution.
Upon verification, the customer will be offered either a replacement or a refund, based on their preference, provided the return meets eligibility criteria and the item is returned in its original condition
Nujum Sahara reserves the right to decline any return request if the item does not meet the stated return conditions or fails to pass the quality check after inspection. We strive for fairness and transparency in all return and refund decisions and appreciate your understanding in adhering to these policies.
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