Delivery procedure

  1. Order Placement: Customers place orders through the website by selecting the desired items, adding them to their cart and proceeding to checkout. They have to provide necessary information such as shipping address and contact details.
  2. Order Processing: Once an order is received, a confirmation email will be sent to the customer. The company will then process the order by verifying the payment and checking product availability.
  3. Picking and Packing: The order is then picked from the warehouse and will carefully be packed, ensuring that they are protected during transit.
  4. Labeling and Shipping: After packing, the order will have a barcode which includes the shipping details. The order will then be shipped and deliveries will be made within 1-3 working days depending on the location.
  5. Customer Confirmation: Upon receiving the order, the recipient shall confirm the receipt either by signing for the delivery physically or electronically.
  6. Returns and Exchanges: In case of returns or exchanges, the company provides clear instructions for customers where items can be sent either through mail or physically returned. The company then processes returns and issues refunds or replacements as necessary.

Terms and Conditions

  • Al Waqia Shoes Co. products are warranted against defects in workmanship and materials. If within the warranty period, a defect occurs in a shoe as a result of normal use, the product would be repaired or exchanged.
  • The warranty is valid from the date of delivery/invoice.
  • In case a defect is present, invoice must be submitted along with the shoes for inspection, evaluation and replacement.
  • If the defected shoe is not sent to Al Waqia Shoes Co., replacement is inapplicable.
  • Purchaser is responsible for packaging and postage to the Company. Decision of replacement will be made within 3 working days.
  • Warranty Exclusions include:
  1. Damage caused by misuse/abuse.
  2. Damage caused by chemical or other foreign contamination.
  3. Damage caused by fluids to any shoe categories excluding S2 and S3 categories.
  4. Any safety shoe that has sustained an impact more than the specified EN safety rating.
  • Shoe will be replaced if:
  1. Sole bonding has failed (sole separation).
  2. Sole is broken.
  3. Shape of the toe cap is changed by an impact of less than 200J in a safety shoe. Under normal conditions.
  • If a replacement has been made, the warranty will be valid from the date of the original invoice.

It is the user’s responsibility to ensure the product is used suitable for users application. Al Waqia Shoes Company will not be liable for any (malfunction) caused by carelessness, misuse and natural disasters.

Normal conditions: Unhazardous locations, no fluids, cement or chemicals are present. Temperature is between -10°C and 120°C for PU soles and -30°C and 300°C for Rubber soles.

Refund Policy

We strive to ensure your complete satisfaction with every purchase. If for any reason you are not entirely satisfied with your purchase, we are here to help. Please read our refund policy carefully to understand your rights and options regarding refunds, returns and exchanges.

  1. Eligibility for Refund:
  • To be eligible for a refund, the item must be unused, in its original packaging and in the same condition as when you received it.
  • Refunds are typically offered within 15 days from the date of purchase. After this period, unfortunately we cannot offer a refund or exchange.
  1. Refund Process:
  • To initiate a refund, please contact our customer service team at [email protected] or +96824446443 and provide your order details and the reason for the refund request.
  • Our team will review your request and provide instructions on how to return the item. Please note that you may be responsible for return shipping costs, unless the item is defective or damaged upon receipt.
  • Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
  • If your refund is approved, it will be processed, and a credit will automatically be applied to your original method of payment within a certain number of days depending on your payment provider’s policies.
  1. Exchange Policy:
  • If you would like to exchange an item for a different size, color or style, please contact our customer service team to arrange for an exchange.
  • Exchanges are subject to product availability. If the desired item is not available, we may offer store credit or a refund as an alternative.
  1. Damaged or Defective Items:
  • If you receive a damaged or defective item, please contact us immediately to report the issue. We will arrange for a replacement or refund depending on the circumstances.
  • Please provide photographic evidence of the damage or defect to expedite the resolution process.
  1. Contact Us:
  • If you have any questions about our refund policy or need assistance with a refund or return, please don’t hesitate to contact our customer service team.

By making a purchase from Al Waqia Shoes Co., you agree to abide by the terms and conditions outlined in this refund policy.

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