Frequently Asked Questions
SHIPPING
Which regions do alioasis.com mainly serve?
We mainly serve consumers in the Arab region, including member states of the Gulf Cooperation Council (GCC) such as Saudi Arabia, the United Arab Emirates, Qatar, and Kuwait. At the same time, we also provide services for consumers in other regions around the world who are interested in Arab characteristic products.
Are all products on the website genuine? How to guarantee?
All products on the website come from formal merchants that have passed strict qualification review. We have established a complete product traceability system and quality inspection process, and conduct comprehensive verification on the production qualifications and quality certification of products to ensure that the products are genuine. If consumers suspect quality problems after receiving the products, they can contact customer service to apply for quality inspection, and after verification, return, exchange and compensation services will be provided in accordance with the after-sales policy.
PAYMENT
What payment methods are supported? Is it safe?
We support a variety of payment methods that conform to the usage habits in the Arab region, including Visa, Mastercard international credit cards, local mainstream e-wallets (such as Sadad, Mada, etc.) and bank transfers. The payment process adopts internationally leading encryption technology to ensure the security of users' payment information and avoid information leakage.
Order & Retunrs
What is the delivery scope and logistics time of the products?
The delivery scope covers major countries in the Arab region and many regions around the world. For the core Arab market, we cooperate with well-known local logistics service providers. Major cities in Saudi Arabia, the United Arab Emirates and other countries can be delivered within 3-7 working days; for other regions, the time limit is usually 7-15 working days depending on the logistics method. After placing an order, you can check the logistics status in real time in "My Orders".
How to buy Arab characteristic products such as Ramadan and festival supplies?
There is an exclusive category entrance for "Ramadan & Festival Supplies" on the homepage of the website. Click to browse all related products; you can also enter keywords such as "Ramadan" and "Eid al-Fitr" in the search bar to find accurately. Before important festivals such as Ramadan, we will launch special activities, gathering various characteristic products to facilitate consumers to purchase one-stop.
Do products support return and exchange? What is the process?
Except for some special products (such as close-fitting clothes, customized products, etc., which will be clearly marked on the product detail page), other products can be returned or exchanged within 15 days after receipt, if there is no damage and does not affect secondary sales. Return and exchange process: Log in to your account → Enter "My Orders" → Select the corresponding order → Click "Apply for Return and Exchange" → Fill in the reason and relevant information → Submit and wait for customer service review → After the review is passed, send back the product according to the prompt → The platform will handle the refund or exchange after receiving and checking the return.
How to contact customer service to solve problems?
You can contact us through the following methods: ① Call the customer service hotline +86 18930837563 (working days 9:00-18:00); ② Send an email to info@alioasis.com, and we will reply within 24 hours; ③ The "Online Customer Service" entrance at the bottom right of the website, you can consult in real time during working hours.
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