Shipping is the moment a piece moves from a maker's atelier to your door. This policy explains the consumer rights and obligations that apply during that journey on kyanil — what we promise, what we ask of you, and how to get help if something goes wrong. It is published in line with Saudi e-commerce regulation.
1. Scope of this policy
This policy covers every order placed through kyanil and shipped within the Kingdom of Saudi Arabia. Cross-border shipments, when offered, are governed by an additional notice published on the relevant product page.
2. Service areas
We deliver to all Saudi cities and most rural addresses recognized by the National Address (العنوان الوطني). Some remote areas may have a 1–2 day extension on top of the standard window. The exact ETA for your address is shown at checkout before you confirm payment.
3. Authorized carriers
We work with carriers licensed by the Communications, Space & Technology Commission (CST) for last-mile delivery — currently SMSA, Aramex, and SPL Saudi Post. The active carrier for your order appears on the order page once dispatched.
4. Processing & delivery windows
- Processing: 1 business day for in-stock pieces. Made-to-order and customized pieces follow the timeline shown on the product page.
- Delivery: 1–2 business days within Riyadh, Jeddah, Dammam, and Khobar. 2–4 business days for the rest of the Kingdom.
- Cut-off: Orders confirmed before 2 pm (Riyadh time) on a business day enter processing the same day; orders after the cut-off enter processing the next business day.
5. Shipping fees
Shipping is free on orders above SAR 350 across the Kingdom. Below that threshold, a flat shipping fee is shown at checkout — typically SAR 25 inside the four major cities and SAR 35 elsewhere. All fees are inclusive of VAT, displayed in Saudi Riyal, and confirmed before you authorize payment. We never add hidden surcharges after the order is placed.
6. Tracking & notifications
Once the parcel leaves our inspection bench you receive a tracking number by SMS and email, plus an in-account live tracker. You'll also get a notification at three milestones: dispatched, out for delivery, and delivered. If you don't see the dispatch notification within the processing window, please contact us — don't wait.
7. Receiving the parcel
On delivery, please inspect the outer packaging before signing the courier's slip. If the box is visibly damaged or has been opened, write 'received with reservation' (تسلّم بتحفّظ) on the slip and contact us within 24 hours. Photos at the moment of receipt help us resolve the case faster.
8. Failed delivery attempts
Carriers attempt delivery up to three times. If all three attempts fail because the recipient was unreachable or the address was incorrect, the parcel returns to our hub. We will reach out to schedule a re-dispatch — the cost of the second attempt is borne by the customer when the original address was wrong, and by us when the failure was on our side.
9. Lost or damaged in transit
Every parcel is insured by the carrier from dispatch to delivery. If your parcel is marked 'delivered' but you did not receive it, or arrives damaged, open a claim from your account within 7 days. We assume the responsibility for chasing the carrier on your behalf and either replace the piece or issue a full refund — including the original shipping fee — within 5 business days of the claim.
10. Your rights as a consumer
- The right to a clear total (item, shipping, VAT) before you authorize payment.
- The right to receive your order within the published window — or to cancel and be refunded in full if it is not shipped on time.
- The right to a tracking number, the carrier's identity, and a way to reach support.
- The right to refuse a parcel that arrives visibly tampered with or differs from the description.
- The right to a full refund — including shipping — when the parcel is lost, damaged in transit, or arrives substantially different from what was ordered.
- The right to a 7-day return window from the day of delivery, per our returns policy.
11. Your obligations
- Provide a complete, accurate shipping address and a working phone number.
- Be reachable during the carrier's delivery window, or appoint someone authorized to receive on your behalf.
- Inspect the outer packaging at the moment of delivery and note any visible damage on the courier's slip.
- Open any in-transit incident from your account within 7 days of the recorded delivery date.
- Keep the original packaging until you have inspected the piece — it is required for any return or exchange request.
12. Contact us
For any shipping question, write to us via the contact page or directly at support@kyanil.com. Our care team replies the same business day from Sunday to Thursday.