Shipping and Return Policy for Nana Express Customers

Order Processing Time

Most orders are processed within 5 minutes after order confirmation.

If any product in the order is unavailable, the invoice will be adjusted to reflect only the available items, ensuring fast delivery. For unpaid orders: The value of unavailable items is automatically deducted. For prepaid orders: The value of unavailable items is refunded to the customer's wallet in the Nana app.

Delivery Time

Nana Express delivery agents work 24/7 to ensure timely delivery. Most orders are delivered within 1 hour, though rare delays may occur.

Please note that delivery in certain areas (Nazim, Jarir, Malaz) is only available between 8:00 AM and 2:00 PM.

Delivery Fees

Delivery fees vary by location within the coverage area, ranging from SAR 5 to SAR 9.

Free delivery is available for orders meeting a minimum spend requirement, which varies by store and ranges from SAR 25 to SAR 99.

Return Eligibility

Returns are not generally allowed, except in exceptional circumstances.

Exceptional Cases for Compensation

Damaged, defective, or spoiled products, or products that do not match the original order.

Refund Method

Refunds are automatically credited to the customer's wallet in the Nana app. For refunds to bank accounts, the original payment method must be a bank card. Refunds are processed to the same card within 5 to 7 business days.