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FAQ & HELP

What do you sell at store.asqgrp.com?

Store.asqgrp.com is an e-Commerce site that offers a host of options for buyers to transact through an online secure environment where you can shop many products from Abdul Samad Al Qurashi across multiple categories including Perfume, Oud, Amber, Musk, Incense, Room Linen and personal care products.

Do you have any Physical stores and where?

Yes, we have over 200 branches in Saudi Arabia; please check our Store Locator.

How do I buy items online?

It couldn’t be easier. Simply browse the site and purchase whatever item(s) you want. You have a host of payment methods available to suit your individual needs or budgets. After making a purchase you will receive your selected items via our partner courier company, delivered directly to your doorstep as per the address you specified – at your convenience.

I made my first purchase and received a confirmation Email. What should I do?

Congratulations on your first purchase with store.asqgrp.com. You don’t need to respond unless called by the Customer Service team or asked to. This is just to confirm that your order has been received and under process.

What about the available payment methods at store.asqgrp.com?

We accept the following modes of payment:

Cash on Delivery: after receiving the item(s), customer will pay and receive directly his invoice.
Online payment: by Mada, Visa and MasterCard through internet payment gateway service provider.

How many days do you need to deliver my order?

Once the purchase is confirmed, in other terms, when you provide us with all our requested communication materials, your order will be delivered to your doorstep within a maximum of 5 working days. The courier company will call you to arrange the delivery time so please respond to such calls for not to cause any delay in your order delivery. Also, please make sure you are available at the agreed time and location.

I haven’t received my Order yet! Why?

Delays in delivery might occur for a variety of reasons such as unprecedented volumes in delivery from the Courier Company or other unexpected delivery schedule issues especially during Mega Sale, promotions and holidays, delays from the buyer side such as missed communication to confirm purchase or to schedule a delivery time or even the fact that he wasn’t at the agreed location when delivering his order. Please check your Way Bill status update to track your order. Should you have any concerns, you can reach our Customer Service Team through the Contact us page. We’re always here to help you.

Can I ask for an Express-Delivery?

Yes and we are happy to provide this service if available in your area.

What if my ordered item gets lost?

There’s no need to worry since an item is only considered delivered when we have your signature on the delivery note. For whatever the reason, if an item does get lost you will receive a full refund of your money or a replacement of it.

What if I received a different item than what I bought?

Should this be the case, please contact the customer service team and will send you the correct one directly.

I’ve changed my mind; can I return what I’ve bought?

Yes you can. We fully understand that sometimes you might change your mind on a bought item. If after making the purchase online and you still have not received the item, you could still cancel your order. If you have paid through electronic means (Credit cards) then the money would be refunded, but due to individual card providers, the amount may take time to reflect in your card statement. If you wish to return the item after receiving it, you have up to (7) days to do so, as long as the item is in the same condition as received and with the original packaging intact. In all circumstances, please contact the Customer Service Team through the Contact us page for a return of an item or refunds.

Do I get the full refunded amount for a Returned item?

Shipping fees (& bank fees in case order was paid by credit card) will be deducted from the amount. These fees will be waived if the item was not as advertised, defective or not functioning well.

Can I return/exchange an item?

Within (15) days from the date of your order, you can request a “Return Material Pre-Authorization” to return the product(s) to Abdul Samad Al Qurashi Co.

If there is any problem with my purchased item, to whom should I refer?

All products sold by us have received quality control approvals and are deemed to be functional when shipped by us. If there is any problem with the purchased product, it is recommended Contact us for details.

I filed my complaint and contacted your Customer Service team and nothing has happened yet?

We apologize for the delay. Every complaint is logged and remains open until full satisfactorily resolution. Sometimes, due to complexity of an issue, it might require longer resolving it but rest assured that your case or complaint is not ignored and is being worked on.

Can I edit the details of my account and/or change address, name and password?

Of course you can. Log-in to your account and you can do most edits yourself.

I have forgotten my account password. What can I do?

That’s not a problem; there are also two ways to reset your password:

Users can click Forgot my password on store.asqgrp.com login page and enter the registered email address. User will receive an email instruction for resetting the password.
Contact the Customer Service Team through the Contact us page (Inquiry form or Phone) and a member of our team can assist you in resetting your password.

Can I ask for a support or any interaction I need at store.asqgrp.com?

Please contact our Customer Service Team (all contact details and methods listed under our Contact us page) and we will be delighted to offer you any service or support.