Frequently Asked Questions

For deliveries to main cities, the estimated delivery time is between 2 to 4 business days from the date of invoice issuance. For deliveries outside of main cities, the estimated delivery time is between 3 to 5 business days from the date of invoice issuance. For deliveries to Gulf countries, we work with the shipping company Aramex, and the estimated delivery time is between 7 to 10 business days

To sign up, you have the option to sign up using either mobile number or your Facebook account, or Google account. When signing up with your mobile number, you will need to verify your mobile number with the received OTP. Additionally, you will need to provide personal information such as your first and last name, email address, and password, and confirm the password.

You have the option to modify your personal details at any time through our website. Simply log in to your account and select the "My Account" option. To change your mobile number, enter the new number and a verification code will be sent to the new number. To change your password, you need to enter your old password first, followed by your new password and confirmation of the new password. If you require assistance, our Customer Care Representatives are available by phone at +966 504990109 from Saturday to Wednesday, 9 am to 8 pm, and on Thursday, 9 am to 6 pm, Saudi Arabia time.

LQANA ensures a completely safe shopping experience with a 100% guarantee. We do not retain any credit card information on our systems, and payment details are encrypted using state-of-the-art electronic encryption technologies, conforming to the most stringent security standards. To further safeguard your personal information and credit card details, we advise our customers to keep their password confidential and refrain from sharing it with others. For more information on this topic, kindly refer to our terms and conditions.

If you select to pay with a debit or credit card, or through Apple Pay, the payment will be deducted from your card once the payment is successful on the website. If you select Cash on Delivery, the due amount will be collected upon the delivery of your order.

We offer several payment methods for your convenience, including Visa and Mastercard cards, bank cards (Mada), Apple Pay, and Cash on Delivery in the Kingdom of Saudi Arabia. For customers in Gulf countries, payment can be made using Visa or Mastercard cards, Maestro debit cards, or Apple Pay. Customs fees for Gulf countries are determined by the client's country, and are clarified before completing the purchase with the statement: "Notice: Dear customer, your order may be subject to customs fees."

To cancel an order, you can access your order through My Account > Orders menu, and submit a cancellation request. If the order has not been prepared for shipping, it can be cancelled through customer service. Refunds for paid orders will be processed within 4 to 14 business days. If the order has already been shipped, the refund will be processed once the shipment is returned to the main warehouses in QATIF.