Scope

This policy applies to consumer orders placed through the Gentelle Saudi online store. Project, bulk, bespoke and B2B orders may follow the delivery terms stated in the relevant quotation or order confirmation.

Delivery information

Available delivery methods, charges and the delivery address are confirmed during checkout or in the order confirmation. Delivery estimates are estimates unless a specific date is expressly agreed.

Customer responsibilities

Please provide a complete and accurate delivery address and reachable contact details. If access instructions are required for a hotel, compound, commercial property or gated location, provide them as early as possible.

Order tracking

Where tracking is available, use the Track Order function or the tracking details provided in the order communication.

Delays

If an order is delayed, contact us so we can investigate. Under the Saudi E-Commerce Law, a consumer may have the right to cancel a qualifying transaction where delivery or performance is delayed for more than 15 days from the contract date or agreed date, subject to applicable legal conditions and exceptions.

Inspection on delivery

Check the parcel promptly. If items are missing, damaged, incorrect or visibly defective, contact us with the order number and supporting photos where possible.