For complaints and suggestions

Last Updated: July 2026

At AEEN SHOP, customer satisfaction is a core value of our business. We are committed to providing professional customer support and responding to inquiries, complaints, suggestions, and feedback with fairness, transparency, efficiency, and professionalism, in accordance with the applicable laws and regulations of the Kingdom of Saudi Arabia.

This Policy explains our communication channels, complaint submission procedures, response times, escalation process, and the respective rights and responsibilities of both our Customers and AEEN SHOP.

1. Scope of this Policy

This Policy applies to all customer inquiries, comments, suggestions, and complaints relating to products, orders, shipping, delivery, payments, cancellations, returns, refunds, food quality, or any other services provided by AEEN SHOP.

2. Official Communication Channels

AEEN SHOP provides multiple official communication channels for customer support, including:

Telephone: +966 53 561 5584
WhatsApp: +966 53 561 5584
Email: [email protected]
AEEN SHOP Official X (formerly Twitter) Account
AEEN SHOP Official Instagram Account
AEEN SHOP Official Snapchat Account
AEEN SHOP Official TikTok Account
Online Complaints & Suggestions Form (Google Form) published on the Store's website or official social media accounts.

Customer Service Hours

Saturday to Thursday

11:00 AM – 8:00 PM (Saudi Arabia Time)

Customers may use any of the communication channels listed above to contact AEEN SHOP.

Where a complaint requires supporting documents, photographs, videos, or additional verification, AEEN SHOP may request that the Customer complete the complaint through email or the official Complaints & Suggestions Form to ensure proper documentation and efficient case management.

3. Customer Support Services

Our Customer Service Team provides assistance regarding:

Product information and specifications.
Order status and tracking.
Shipping and delivery inquiries.
Payment methods and invoices.
Order cancellations.
Returns, exchanges, and refunds.
Food quality and product safety.
Store policies.
Suggestions and customer feedback.
Any other Store-related services.

4. Submitting a Complaint

Customers may submit a complaint through any official communication channel.

To facilitate efficient handling, Customers are encouraged to provide:

Order number.
Customer name.
Mobile number.
Email address.
A clear description of the issue.
Supporting photographs or videos where applicable.
Any additional documentation that may assist in reviewing the complaint.

AEEN SHOP may request additional information whenever necessary to investigate the matter.

5. Suggestions & Customer Feedback

AEEN SHOP welcomes customer suggestions and feedback aimed at improving our products and services.

Suggestions may be submitted through any official communication channel or via the Online Complaints & Suggestions Form.

The Store reserves the right to evaluate and implement suggestions where appropriate.

6. Complaint Handling Procedure

Upon receiving a complaint, AEEN SHOP will:

Register the complaint.
Review all submitted information and supporting documents.
Verify the relevant order details where applicable.
Contact the Customer if additional information is required.
Coordinate with internal departments or external service providers where necessary.
Determine the appropriate resolution in accordance with applicable laws and Store policies.
Inform the Customer of the outcome.

7. Response Time

AEEN SHOP aims to:

Acknowledge receipt of complaints within one (1) business day.
Investigate and respond within five (5) business days.

Where additional time is required due to investigations involving shipping companies, suppliers, manufacturers, or other third parties, the Customer will be informed accordingly.

8. Customer Rights

AEEN SHOP is committed to:

Treating all Customers fairly and respectfully.
Reviewing complaints objectively.
Protecting Customer privacy and confidentiality.
Informing Customers of complaint outcomes.
Respecting all consumer rights granted under the applicable laws of the Kingdom of Saudi Arabia.

9. Customer Responsibilities

Customers are expected to:

Provide accurate and complete information.
Cooperate with the Customer Service Team.
Communicate respectfully and professionally.
Refrain from submitting false, misleading, or fraudulent claims.
Provide any requested supporting information within a reasonable period.

10. Misuse of Customer Support

AEEN SHOP reserves the right to refuse, suspend, or discontinue handling any request or complaint involving:

Abusive, threatening, or offensive language.
False or forged information or documents.
Fraudulent claims.
Abuse of the Store's policies or services.
Repeated complaints regarding the same matter after a final decision has been issued, unless new supporting evidence is provided.

Nothing in this section limits any statutory rights available to Customers under applicable law.

11. Escalation Procedure

If a Customer is dissatisfied with the outcome of a complaint, they may request that the matter be reviewed by the appropriate management within AEEN SHOP.

The complaint will be reassessed, and the Customer will be informed of the final decision.

This does not affect the Customer's right to refer the matter to the competent authorities in accordance with the laws and regulations of the Kingdom of Saudi Arabia.

12. Confidentiality

AEEN SHOP treats all complaints, supporting documents, and Customer information as confidential.

Such information will only be used for the purpose of investigating and resolving the complaint or where disclosure is required by applicable law or by a competent governmental or judicial authority.

13. Changes to this Policy

AEEN SHOP reserves the right to amend or update this Customer Service & Complaints Policy at any time to reflect operational, legal, or regulatory requirements.

Any amendments become effective upon publication on the Store.

English | Saudi Arabia