Shipping policy

SHIPPING POLICY

1. Order Processing

All orders are processed within 3 to 12 business days after payment has been successfully received and confirmed.

During periods of exceptionally high demand, seasonal sales, holidays, or circumstances beyond our control, processing times may be extended up to 18 business days. By placing an order, the Customer acknowledges and accepts this possibility.

Once your order has been shipped, you will receive a shipping confirmation email containing tracking information, where available.

2. Shipping and Delivery

Al Hilal Store operates as an intermediary between Customers and independent third-party suppliers.

Products are shipped directly from suppliers' warehouses, which may be located outside the Customer's country of residence.

Estimated delivery times vary depending on the destination, customs procedures, and the logistics provider. Delivery may take between 4 and 45 business days from the shipment date.

Please note that delivery times are estimates only and are not guaranteed.

We are not responsible for delays caused by:

  • customs inspections or customs clearance procedures;

  • postal operators or courier services;

  • force majeure events;

  • incorrect shipping information provided by the Customer;

  • circumstances beyond our reasonable control.

3. Shipping Costs

Shipping costs are calculated automatically and displayed during checkout before payment is completed.

Any applicable customs duties, import taxes, or other governmental charges are the responsibility of the Customer unless otherwise stated at checkout.

4. Order Tracking

When your order has been shipped, you will receive an email containing tracking information.

Please allow up to 48 hours for tracking updates to appear in the carrier's system.

If you have not received your order within the estimated delivery timeframe, please contact us at:

care.alhilal@gmail.com

Please include:

  • your full name;

  • your order number;

  • a description of the issue.

Our support team will investigate the matter with the supplier and shipping provider.

5. Lost, Delayed, or Undelivered Packages

If a package appears to be significantly delayed or lost in transit, we will work with the supplier and carrier to investigate the shipment.

If delivery cannot be confirmed and the package is deemed lost, an appropriate solution may be offered, including a replacement shipment or refund, depending on the circumstances.

6. Unclaimed or Refused Deliveries

Customers are responsible for collecting their parcels and providing accurate shipping information.

If an order is returned due to:

  • failure to collect the package;

  • refusal of delivery;

  • incorrect address information provided by the Customer;

  • failure to pay applicable customs or import charges;

the refund amount may be reduced by any actual shipping, return shipping, customs, handling, or administrative costs incurred in processing the returned shipment.

7. Damaged or Incorrect Orders

Please inspect your order immediately upon receipt.

If your order arrives damaged, defective, or incorrect, contact us as soon as possible at:

care.alhilal@gmail.com

Please provide:

  • your order number;

  • a description of the issue;

  • clear photographs showing the problem.

Each case is reviewed individually, and we will work with the supplier to provide an appropriate resolution.

8. Returns and Refunds

Customers may request a return within 14 days of delivery, provided that the item:

  • has not been used;

  • remains in its original condition;

  • includes all original packaging and tags.

Once the returned item has been received and inspected, an approved refund will be issued to the original payment method.

Original shipping costs and return shipping costs may not be refundable unless required by law or where the return results from our error.

Non-Refundable Products

We do not accept returns or refunds for personalized or customized products, including but not limited to:

  • jerseys with custom names or numbers;

  • products made to customer specifications;

  • custom printed merchandise.

Example:

  • "SMITH – 10" printed on a jersey.

9. Changes to This Shipping Policy

We reserve the right to modify, update, or amend this Shipping Policy at any time.

Any changes will become effective immediately upon publication on our website.

Continued use of our website and services constitutes acceptance of any revised Shipping Policy.

10. Contact Information

For questions regarding shipping, tracking, delivery, or returns, please contact:

Customer Support: care.alhilal@gmail.com

We aim to respond within 24–48 business hours.