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Ordering Process

1. How do I place an order?

Once you've selected the products you'd like to order, click the "Add to Bag" button.


To review the items you've selected, locate the shopping bag icon located in the top right corner of the page or at the bottom of the app.


By clicking "Checkout", you'll be asked to provide your shipping and contact information.
Before finalizing your order, take a moment to carefully review all the details on the checkout page.


Upon successfully placing your order, you will receive an order confirmation email, which contains all the key information, including your order number.


When your order is ready for shipping, you'll receive an SMS containing a tracking number. This allows you to monitor the status and location of your delivery.


Should you have any questions or encounter any issues during the ordering process, contact our support team at customercare@kayanee.com

2. Can I change or cancel my order after it's been placed?

Yes, you can change or cancel an order before it is processed at our warehouse. Head to "My account" or "Track my order" and cancel it as soon as possible.

If the "Cancel" button isn't there, the order is already being processed so it's too late to cancel. Please request a return in this case.

3. Is there a minimum order requirement?

No, we do not have a minimum order requirement. However, orders below 250 SAR are subject to a shipping fee of 25 SAR.

4. How can I track the status of my order?

Once your order is shipped, you will receive a tracking number via SMS, which allows you to track the status of your delivery.

5. What payment methods do you accept?

We accept all major credit cards, mada, and cash on delivery (12 SAR surcharge).

6. Help! I'm having problems placing an order. What should I do?

Sorry to hear you're having trouble. Please ensure you have a stable internet connection and try refreshing the page or updating the app. If the issue persists, contact our support team at customercare@kayanee.com.

7. I received an error message during the checkout process. What should I do?

Please double-check the information you've provided. If the issue persists, contact our support team at customercare@kayanee.com.

Shipping and Delivery

1. What shipping options are available?

We offer standard shipping on all our orders within Saudi Arabia.

Shipping is free for orders above 250 SAR. For orders below 250 SAR, there's a 25 SAR delivery fee.

2. How long does delivery take?

Delivery typically takes between 1-5 working days. Please note that this may vary depending on your location.

3. How much does shipping cost?

Orders above 250 SAR can enjoy free shipping, while orders below 250 SAR will incur a 25 SAR shipping fee.

4. Do you offer international shipping?

We currently only offer shipping within Saudi Arabia.

5. What should I do if my order hasn't arrived?

If your order has not arrived within the estimated delivery time, please contact our support team at customercare@kayanee.com.

6. My order hasn't arrived within the estimated delivery time. What should I do?

If your order is delayed, please check the tracking information provided in the 'My Account' section of 'My Orders', as well as the messages you should have received from the delivery company.

If there's no update or you have not received your order tracking information, contact our support team at customercare@kayanee.com.

Returns and Exchanges

1. What is your return policy?

Our return policy allows for returns within 14 days from the delivery date. Please refer to our [return policy page] for more information.

2. How do I initiate a return or exchange?

To initiate a return or exchange, please go to "My Orders" or "Track My Order" and select the items you wish to return.

Once submitted, you will receive an email confirmation. Your courier will contact you to schedule the pick-up time and location.

3. What items are eligible for return or exchange?

Most items are eligible for return or exchange, provided they are in their original condition, however some exceptions may apply.

Please refer to our return policy page.

4. If I purchased an item online, can I exhange it in store?

Yes it is possible to exchange items purchased on kayanee.com in our retail store. Please refer to our return policy for instructions.

5. How long do I have to return or exchange an item?

You have 14 days from the date of delivery to initiate a return or exchange.

6. What if my item is damaged or defective?

If you receive a damaged or defective item, please contact our support team at customercare@kayanee.com or [contact information] as soon as possible.

7. I'm having trouble processing a return or exchange. What should I do?

Please ensure you're trying to initiate a return/exchange within the specified time frame and follow the steps outlined in our [return policy page]. If you are within the return period and still can't process you8r return through your account or the 'Track My Order' page, contact our support team at customercare@kayanee.com.

8. The item I received is damaged/wrong. What should I do?

We're so sorry to hear this. Please contact our support team at customercare@kayanee.com we'll get this sorted as soon as possible.

Sizing and Fit

1. How do I find my perfect Kayanee fit?

Refer to our size chart for accurate measurements. You can find it on the product page under "Size Guide". If you are based in Riyadh, we recommend you visit our store and book a Bodyscan session for more accurate size measurements.

2. Do you provide a size chart?

Yes, you can find our size chart on each product page under "Size Guide".

3. What if the item doesn't fit properly?

If an item doesn't fit properly, you can initiate a return or exchange within 14 days. Please refer to our return policy page for more details.

4. What is the Kayanee Fit?

Through extensive studies using sophisticated body scanners, we collected data from Arabic women to create a more accurate sizing system. This allowed us to create new measurements that ensure a much better fit for all women, no matter your shape or size. For more information, head to the "Kayanee Fit" page.

5. Are Kayanee sizes the same as EU or US sizes?

We've worked hard to ensure that our designs fit perfectly from size 2XS to 2XL through the creation of our own fit guide. For more information, head to the "Kayanee Fit" page.

6. Can I exchange for a different size?

Yes, you can exchange an item via the "My Orders" section or by visiting our retail store within 14 days. Please follow the steps outlined in our return policy.

Product Information

1. Can I find detailed product information on the website?

Yes, you can find detailed product information, including descriptions, features, and specifications, on each product page.

2. Are there care instructions for the products?

Care instructions, if applicable, can be found on the product page under "Care Details".

3. Do you provide information on ingredients for nutriceuticals and personal care products?

Yes, we provide a full list of ingredients for our nutriceuticals and personal care products on the product page.

4. Are there any known allergens in your products?

While we do not use any harmful ingredients in our products, some food products may contain known allergens such as milk, eggs, tree nuts, peanuts, wheat, soy, and fish. We recommended that you check the product's ingredients and allergens listed on the product details page.

Customer Support

1. How can I contact customer support?

You can contact our support team via email at customercare@kayanee.com and by phone [phone number].

2. What are your customer support hours?

Our support team is available daily between 10 AM and 8 PM.

Promo Codes

1. How can I apply a promo code?

Before adding your payment information, you will see an option to enter a promo code. Simply enter it and click "Apply".

2. Are there any restrictions on using promo codes?

Some promo codes may have specific terms and conditions. Please refer to the terms associated with the respective promotion.

Privacy and Security

1. How is my personal information handled?

We take your privacy seriously. Please refer to our [privacy policy] for detailed information on how we handle your personal data.

2. What measures are in place to protect my data?

We employ industry-standard security measures to protect your data. You can learn more in our [privacy policy].

3. Is my payment information secure?

Yes, we use secure encryption protocols to protect your payment information.

4. I suspect my account may have been compromised. What should I do?

If you believe your account is compromised, please change your password immediately and contact our customer support team at customercare@kayanee.com.

Additional

1. Do you offer a cash on delivery (COD) option?

Yes, we offer cash on delivery as a payment option for a surcharge of 12 SAR.

2. Do local holidays affect delivery times?

Please be aware that during local holidays, shipping times may be affected. We will do our best to notify you of any potential delays. We recommend to order ahead of time during Eid-Al-Fitr, Eid-al-Adha, Ramadan, and National Day.

3. How do I create an account on Kayanee.com?

Visit our website and locate the "Log In", " Sign Up", or "Profile icon" option, typically found in the top right corner of the page. Click on it to begin the registration process.

App Troubleshooting

1. I'm having trouble navigating the app. Can you help?

If you're experiencing difficulties with our app, try closing and reopening it and make sure you have the latest version installed. If the problem persists, contact our support team at customercare@kayanee.com.

2. The app is not loading properly. What should I do?

If the app is not loading correctly, try restarting your device, check for app updates, or uninstall and reinstall the app. If the problem persists, contact our support team at customercare@kayanee.com.

Payment Issues

1. My payment is not going through. What should I do?

If your payment is not processing, double-check that all the information is correct and try a different payment method or contact your bank. If the issue persists, contact our support team at customercare@kayanee.com.

2. I was charged multiple times for a single order. What should I do?

Please contact our support team at customercare@kayanee.com with your order details. We'll look into this and have it sorted as soon as possible.

Technical Support

1. I'm experiencing technical issues with the website/app. Can you help?

Our support team will do their best to help you resolve the problem. Please contact them at customercare@kayanee.com, providing as much information as possible about the issue you're.

2. I can't log in to my account. What do I do?

Please make sure you're using the correct login details. If you've forgotten your password, select the 'Forgot Password' option. If the issue persists, contact our support team at customercare@kayanee.com.

Booking Dance & Walking Classes

1. How can I book a class on your website/app?

To book a class, visit our website or open our app. Head to the class booking section and select calendar view to see all available classes. You can filter by date, price, time, and class type. To book, simply click on the class. You can pay using a card or a Kayanee Pass. Once you’ve booked, you’ll also receive a confirmation email. Don’t forget – you can view all the class information on our class details page.

2. Can I book multiple classes in advance?

Yes, you can book multiple classes in advance. Simply select the desired classes and time slots during the booking process.

3. How do I cancel or reschedule a class?

To reschedule or cancel a class, head to 'My Bookings'. Select the class you wish to change and click on 'change booking' to change the time or date or click on 'cancel booking' to cancel. Be sure to check our cancellation policy to avoid being charged.

4. Do you have classes to suit all fitness levels?

We offer classes for all fitness levels, whether you’re a first timer or a dance aficionado. Visit our class details page for more information and to see which type is right for you.

Diagnostic Services

1. How can I book a Thrive consultation on your website/app?

To book one of our Thrive consultations, visit our website or open our app. Head to the Thrive booking section and select calendar view to see all available appointments. You can filter by date, price, time, and consultation type. To book, simply click the appointment time.You can pay using your preferred card you’ll also receive a confirmation email. Don’t forget – you can view all the information regarding your anaylsis on our service details page.

2. Can I purchase multiple consultations at once?

Yes, you can purchase multiple consultations at once. However, we recommend booking your first session and then scheduling any follow-ups when with your consultant.

3. What should I bring to my consultation?

We’ve created a handy list of items to bring (along with pre-appointment preparation instructions), which you can discover on our service details page.

Managing Bookings

1. How can I change or reschedule my booked appointments?

You can view and manage your bookings by logging into your account on our website or app. Head to 'My Bookings’ and select the one you wish to change.

2. Will I be charged for changing or canceling a booking?

We understand that plans change. Please refer to our cancellation policy for more information.

Product Issues

1. The product I received is different from what I ordered. What should I do?

We’re so sorry to hear this. Please contact our support team at customercare@kayanee.com with your order details and we'll get this sorted as soon as possible.

2. I'm experiencing issues with a product I purchased. What should I do?

We're so sorry to hear this. Please contact our support team at customercare@kayanee.com and provide specific details about the problem.