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Cancelling Orders/Items

Q: One or more items has been cancelled from my order, what is the reason?

A: Your order will be cancelled in cases, such as:
•    Item quality is not as per standards.
Our promise is to always provide our customers with the best quality products, unfortunately Sometimes, the item’s quality, its size or color are not up to standards & fail our quality check, due to which part (or full) order may result in cancellation. 
•    Phone number used in the order is incorrect
Using a valid phone number is necessary to ensure our courier will be able to reach you for delivery arrangement.
•    Item could not be fulfilled due to stock unavailability
In some rare cases, the item(s) you requested will be out of stock, hence cannot be fulfilled on time.
•    Unsuccessful Payment 
If the payment is unsuccessful, orders will be cancelled automatically. In such case, we will email you informing about the cancellation.
•    Duplicate order
We understand that sometimes duplicate orders are placed by error in the same time span as the first order. In such case, the system automatically cancels the duplicate order.
Please note that when we are unable to process an order and it has to be cancelled, you will receive an email confirmation accordingly.

Q: Some items from my order got cancelled, how do I get my refund?

A: If your payment was done by credit/debit card, the amount of the cancelled item will be refunded back to your credit/debit card & reflect within 5-7 working days.
If you used your e-Wallet credit to make the payment, the refund will be credited back to your e-Wallet. If you used Tabby to make the payment, the refund will be credited back to Tabby
If you have paid by a MADA Debit/Credit card (only for KSA Customers), the process may take up to 4 working weeks to refund the amount back to your MADA card

Q: How can I cancel an item or the entire order?

A: To cancel an item/order:

  1. Sign in to your SSS account.
  2. Go to ‘My Account’ then ‘My Orders’ and find the order you want to cancel.
  3. Open the order page.
  4. Please select the cancellation reason.
  5. Select Cancel order.

Please note that you may only cancel an order/item if it has not yet been processed or shipped. Once you cancel an order/item, you will receive an email with the cancellation confirmation.

Q: Why can't I cancel my order?

•    You won’t be able to cancel an order that has been processed or shipped.
•    You can request for a return once you receive the order and you will be refunded back with the same payment method you chose during placing the order.

Q: Can I restore a cancelled item from my order?

A: Unfortunately, this option is not available at the moment.

Q: Why can’t I edit an order that I placed?
: Unfortunately, this option is not available at the moment. You can either cancel the order (if not yet shipped) or place a new order.