faq

Where can you find Ameenah products? 

You can find most of our products in our Online Store, categorized by product type and also by collection. The exception to this are the products from which are made Exclusive to and only available at our Bangkok Flagship Store.

You can find the link to our Online Store address of our Flagship Store in Bangkok at www.ameenahoud.com

If you require any more information, please contact our Client Service Team by email at clientserviceteam@ameenahoud.com

What time are we open?

Our store in Bangkok is open during the following hours:

Monday to Friday from 10:00 – 18:30 (GMT+7)

Saturday from 10:00 – 17:00 (GMT+7)

Can you buy Ameenah products without coming to the store?

Yes, most of our products are available online except products that are Exclusive to or otherwise available only at our Bangkok Flagship Store. Please visit our Online Store at: www.ameenahoud.com

You can also place orders by telephone in English, Arabic or Thai at: +666-2468-4848

Alternately, you can contact our Client Service Team with your specific requests by:

Email: clientserviceteam@ameenahoud.com / Telephone: +666-2468-4848 / WhatsApp: +666-2468-4848

Do you have to register an account before you can make a purchase from the Online Store?

No, you can make a purchase without registering an account. However, registering an account is easy and will grant you additional benefits such as discounts and access to loyalty program. 

How do you register an account?

After you click on “Register an Account”, you will be prompted to provide your basic information, including your name and delivery address. You will also be asked to add a password. Please make sure to keep your password safe and do not share it with anyone.

How do you make an order from the Online Store?

There are 7 simple steps to follow when placing an order:

1. Select your product
2. Click “Add to Cart”
3. Review the summary of your selected items before clicking “Proceed” and then click “Proceed” to continue.
4. You will be directed to the Registration page where you can choose to register an account for easy access for future purchases and other benefits, or you continue without registering an account for a quick purchase. If you already have an account, log in to the online store using your existing account details and password.
5. After confirming the item(s) in your Shopping Cart, click “Purchase”.
6. You will then be asked to fill in the delivery and payment information: 
​    a. confirm your name and address
    b. select your delivery method.
    c. fill in your payment information.
7. Review your order and submit it.

Can you buy more than one product at a time?

Yes. As you browse through our store, you can add any products that you wish to purchase to your shopping cart by clicking:  “Add to Shopping Cart”. You can also remove items from the shopping cart by clicking on them and then clicking on: “Remove from Shopping Cart”.

Then when you are ready to complete your purchase, simply click on: “Purchase”.

This will take you to the Registration page where you will be prompted to confirm your order and make payment.

Can everyone buy from the Online Store? 

We provide our online retail service to individual clients who are legally old enough to use the site (age varies by country).

We do not accept orders from clients under the legal age in any case. 

We do not accept orders from anyone placing an order for or on behalf of any business activity. We may place a limit on any items being ordered and delivered to the same address or the same person if we have reason to believe that the volume of such deliveries is suspicious.

What if a product you wish to purchase is out of stock? 

If a product that you wish to purchase is not currently in stock, it will be marked in our Online Store as requiring “additional delivery time” or as being “temporarily out of stock”. You can check back at a later date to see if the product is back in stock, or you may also contact our Client Service Team by email at clientserviceteam@ameenahoud.com and request to be informed when the product is available once more.

How long does it take to process an order? 

As soon as we receive your order, we will email you to confirm that order has been accepted. We then start the process of shipping the products to the delivery address you provided. Delivery times vary depending on where the products are being delivered to. However, the average delivery date time for standard delivery is normally 3 to 5 business days, and usually will not take longer than 7 business days (excluding public holidays) from the date you receive your email shipping confirmation from us. 

In rare circumstances beyond our control, the delivery period may be extended. In the event that a delivery is delayed by an event outside our control, we will contact you as soon as possible to let you know and advise you on the expected new delivery date. 

What payment methods can you use?

You can make a payment by debit card, credit card, or bank transfer, depending on which country you are making the purchasing from. Accepted credit cards are Visa and Mastercard.

Please follow the payment details on the Check Out Page of our Online Store.

In order to pay by bank transfer, please contact our Client Service Team at: clientserviceteam@ameenahoud.com.

If you require any additional information or assistance about payments, please contact our Client Service Team at Email: clientserviceteam@ameenahoud.com / Telephone: +666-2468-4848

How secure are the payments made through the Ameenah Online Store? 

All transactions made through the Ameenah Online Store are safe and secure. We use the Omise payment gateway to protect our online payments and we do not store your payment details in our system. The Omise PCI-DSS Version 3.2.1 is certified by PCI-DSS. Every year, Omise undergoes an audit by the Payment Card Industry (PCI) which is an integral process to ensure compliance with the PCI standards and receive PCI-DSS certification. The PCI-DSS certification guarantees that Omise adheres to the industry-mandated requirements which assure that cards are processed, stored and transmitted in a secure environment.

You can find confirmation of Omise’s certification as well as more details about the PCI-DSS standards at Visa’s Global Registry of Service Providers by visiting: www.pcisecuritystandards.org/pci_security

What is the payment process?

Once you have selected your items to purchase and filled in your payment details, the amount will be deducted from your account after you submit your order. If you pay from a bank account, including by credit card, your bank will be contacted for authorization.

Do you have to pay taxes on your purchases from our Online Store?

You shall pay the full price (including VAT or other applicable sales tax/expenses) of the goods upon purchasing the products via our website or by telephone via our Client Service team. The rate and amount of tax due is dependent on where you are having the products shipped to as specified in the address you provided to us.

Where can you have the product(s) delivered? 

All goods shall be delivered to the address you provided when completing your order details. If you have registered an account, the goods will be delivered to the address you provided when registering your account unless you provide an alternative address on the check-out page when processing your order.

How much does the shipping cost?

The costs (if any) of delivery will be as displayed to you on our Online Store, or notified to you over the phone, before you place your order. Kindly refer to Our Delivery page for more information.

Partial deliveries are possible if you bear the cost for the following deliveries after the first delivery.

Can you track your order? 

After your order has been dispatched by DHL, you will be given an airway bill, which you can use to track the order through the DHL system.

In addition, we will assign an order number to your order and inform you of this number when we confirm your order. Please provide this number if ever you need to contact us about your order.

What happens if no one is at the address when the order is delivered?

If no one is available at your address to receive the delivery, we will leave you a note asking you to contact Our Client Service team in order to arrange an alternative delivery date. However, please note that if the products have to be stored for an extended period until you are ready to receive the order, you will be liable for any storage charges incurred. 

What if you do not contact us to re-arrange the delivery?

If no one is at the address to accept the delivery and you do not re-arrange a new delivery time after we contact you despite our repeated efforts, we may be forced to cancel the order and you may be liable to pay compensation to us.

What should you do if the package is damaged when it is delivered?

Please always check the package in the presence of the courier staff when you receive it. If, at the time of delivery, the packaging is damaged, please take a picture of the damaged packaging in the presence of the courier staff. Make sure to open the package in the presence of the courier staff in order to verify the condition of the products. Next, contact Our Client Service Team by email at clientserviceteam@ameenahoud.com. Please provide us with your order number and include the photograph and details in your email. 

What should you do if the products are damaged when they are delivered?

In the case of a delivery where there is damage to the products, please record the details on the delivery note and take a photograph of the damage. Then contact Our Client Service team by email at clientserviceteam@ameenahoud.com, remembering to include your order number and any photographs you took. If your order is lost or damaged by our courier, we will replace the products free of charge (including delivery). However, please inform us of the damages within 24 hours of the delivery date to ensure the replacement order is processed.

What should you do if the products are lost before they are delivered?

If your order is lost by our courier, we will replace the products free of charge (including delivery costs). However, in order to ensure we are able to complete this replacement as soon as possible, please inform us within 24 hours of the expected date of delivery as indicated by us in the confirmation of your order.

What happens if Ameenah cancels your order?

If, in the unlikely event, your order is cancelled by us, we will send you an email to explain the reason for the cancellation. Your original payment will be refunded in full. It is rare that we would cancel an order, but it may happen if one or more of the ordered product(s) becomes unavailable, if there is a problem processing your payment, a duplicate order was made by mistake, or the delivery cannot be made to the address you provided.

What happens if you want to cancel your order?

If you wish to change or cancel your order prior to dispatch, please call Our Client Service Team as soon as possible. Remember to give your order number when you call to save time. Depending on whether the order has been dispatched or not, we will explain which practical options are available to you.

Will you be refunded if you cancel your order?

If you want to cancel your order for one of the following reasons, we will refund you in full:

1. There was an error in the price or product description that we provided and you do not wish to proceed.
2. It is possible for reasons beyond our control that the delivery may be delayed for an unreasonably long period.
3. We have suspended supply of the products for technical reasons.
4. You have a legal right to end the contract because of something we have done wrong.

Can you return products even if they are not damaged?

You can return any products purchased through either our retail store or our Online Store within 14 days of purchase and you will receive a full refund or exchange (subject to Our Terms of Sale) when the returned products are in perfect saleable condition and accompanied by the original sales receipt. In order to return any products purchased from us, place the product that you wish to return in its original packaging along with their original receipt, all related accessories, instruction booklets, labels, protective covers, and boxes, and in the case of perfume products (which have been sealed for health protection or hygiene purposes), the seal on the film covering the perfume box must not be broken.  

We will not accept returned goods that are damaged, where the damage has clearly not been caused by us and/or where the goods are not in saleable condition, including where the seal is broken. In addition, we will also not accept returned goods in cases where the returned items were purchased as part of a clearance sale.

Where the returned items meet the criteria mentioned above, we will do our best to process your returns with a refund or exchange as quickly as possible, normally within 30 days.

In special circumstances and where it is fair and reasonable to do so, we may at our sole discretion decide to reject the return of the goods. 

Finally, you may only return goods that are listed in our current retail list and are still being sold.

How can you return goods?

All goods must be returned via our designated method. 

To process a return, please contact the Client Service Team by telephone at: +666-2468-4848/ or by email at: clientserviceteam@ameenahoud.com

Who is liable for the shipping costs when you return goods?

If you are returning goods because they were damaged or incomplete when you received them, we will pay the shipping costs.

If you are returning goods for a refund or exchange because you changed your mind and no longer want them, you are required to pay the shipping costs.

Can you return goods that were part of a customised order?

Goods that are either customised at your request or imported/exported specifically to be included in your order are marked as “customised” on the invoice. If you cancel a customised order or would like to return it, you will be liable for any costs and expenses associated with that order, including but not limited to, import duties, customs clearance charges, administrative charges, stocking fees, transport costs, and other associated expenses.

How long does it take to get a refund when you return products?

If you are returning products to us because they were damaged when you received them or you received the wrong item(s), we will process your refund as soon as possible. In most cases, this will be in no more than thirty (30) days after the date on which we receive your returned products and confirm that you are entitled to a refund.

If you are returning products to us because you changed your mind about the products, we will process the calculated refund as soon as possible. In most cases, this will be in no more than thirty (30) days after the date on which we receive your returned products and confirm that they are in saleable condition and are accompanied by all the relevant accessories and the original sales receipt and that you are entitled to a (full or partial) refund.

Will you be refunded the full amount? 

If you are returning products to us because they were damaged when you received them or you received the wrong item(s), we will refund the full amount. 

If you are returning products to us because you changed your mind about the products, a full refund will only be provided if the products are in perfect saleable condition, along with their original receipt, all related accessories, instruction booklets, labels, protective covers, and boxes, and in the case of perfume products (which have been sealed for health protection or hygiene purposes), the seal on the film covering the perfume box must not be broken. However, you are also liable in such cases for any costs, expenses and charges associated with the return of goods, including but not limited to, administration charges, restocking fees, transport costs, and other associated expenses. The refunded amount due from the returned goods shall be based on the price of the goods as shown in the sales invoice, minus associated costs and conditions.

We may reduce your refund of the price to reflect any reduction in the value of the products if your mishandling of our products has caused them to be damaged. In such circumstances, we will notify you that a reduced refund amount will be available. Alternately, you can choose to arrange for such products to be returned to you within thirty (30) days of our notification.

What happens if youreturn products but wedo not receive them?

We will not be able to provide a refund if you cannot provide evidence that you have sent the products along with their original receipt, all related accessories, instruction booklets, labels, protective covers, and boxes, and in the case of perfume products (which have been sealed for health protection or hygiene purposes), the seal on the film covering the perfume box must not be broken. Please ensure that you retain and are able to provide proof of postage. 

How can you exchange a product bought from Ameenah?

Ameenah products purchased through either our retail store or our Online Store can be exchanged within 14 days of the purchase date (subjected to Our Terms of Sale) when accompanied by the original sales receipt and the completed “Exchange Voucher”. All items must be in perfect saleable condition along with all related accessories, instruction booklets, labels, protective covers, and boxes, and in the case of perfume products (which have been sealed for health protection or hygiene purposes), the seal on the film covering the perfume box must not be broken. We will not accept products for exchange that are returned incomplete, damaged, soiled or not in compliance with the exchange requirements mentioned here.

How long does it take to exchange a product?

As long as the returned product is in perfect saleable condition along with all related accessories, instruction booklets, labels, protective covers, and boxes, and in the case of perfume products (which have been sealed for health protection or hygiene purposes), the seal on the film covering the perfume box has not be broken, we will do our best to process your exchanges within 30 days.

Can you exchange a returned product(s) for a product(s) of a different value?

We can only offer exchanges that are of a value equivalent to or less than the value of the original products. If you request to exchange a returned product for a new product with a value lower than the value of the original order, we will remit the balance using the same means of payment as you used for the initial transaction.

Will you have to pay any extra costs when exchanging a product?

You may be required to pay for any costs, expenses, and charges associated with the exchanging of goods, including but not limited to, administration charges, restocking fees, delivery costs, and other associated expenses unless otherwise waived by us in writing. Contact our Client Service Team by email at clientserviceteam@ameenahoud.com or by telephone at +666-2468-4848 to check about which costs you are eligible for and which ones can be waived.