1. General Information

What is AlHussaini Trading?

AlHussaini Trading is one of Saudi Arabia’s most trusted names in luxury timepieces, with over 50 years of heritage serving customers across the Kingdom. We offer an exclusive selection of authentic luxury watches from world-renowned brands, both through our physical retail stores and our online platform.

What brands and products do you offer?

We specialize in authentic luxury timepieces from prestigious brands including OMEGA, Longines, and Charriol. Our curated collection spans dress watches, sports watches, and limited editions for both men and women.

Are all your watches authentic?

Yes, absolutely. Every product sold on our website and in our stores is 100% authentic, brand new, and sourced directly from authorized manufacturers or official distributors. Each watch comes with an official manufacturer warranty card and full documentation.

Do you have physical stores?

Yes. We have been proudly serving customers in Saudi Arabia through our retail stores for over 50 years. Please visit our website for a current list of store locations and opening hours.

How do I contact customer support?

You can reach our customer support team through the Contact page on our website. Our team is available to assist you with any questions regarding products, orders, warranty, or general enquiries.

How do you protect my privacy?

We follow strict privacy and data protection practices. We only collect essential customer data, never share it without your consent, and securely process all payment details through trusted payment gateways. Sensitive payment information is never stored on our servers. Please refer to our full Privacy Policy on the website for complete details.

2. Accounts & Registration

How do I create an account?

Visit the “My Account” page, enter your email address and preferred username, then click “Register.” A confirmation email will be sent with instructions to set up your password.

I forgot my password. How can I reset it?

Go to the “Lost Password” page and enter your registered email address or username. A password reset link will be sent to your inbox. If you do not receive it, please check your spam folder or contact our support team.

Can I update my account information?

Yes. Log into “My Account” to update your personal details, email address, shipping addresses, and communication preferences at any time.

Can I delete or deactivate my account?

Yes. To request account deletion, contact our support team through the Contact page. Identity verification may be required before processing your request.

Do you offer guest checkout?

Yes. You can complete your purchase as a guest without creating an account. However, registering an account allows you to track orders, manage returns, and access loyalty program benefits more easily.

3. Ordering & Payments

How do I place an order?

Browse our online collection, select your desired product, add it to your cart, and proceed to checkout. You can choose your preferred payment method and delivery address before confirming your order. If you need assistance, our customer support team is available to guide you.

What payment methods do you accept?

We accept the following payment methods:

• Major credit and debit cards (Visa, Mastercard, American Express)
• Mada (Saudi local debit network)
• Bank transfers
• Buy Now, Pay Later via Tabby and Tamara

Do you offer Buy Now, Pay Later (BNPL) options?

Yes. Through our partners Tabby and Tamara, you can split your purchase into convenient interest-free installments. Simply select your preferred BNPL option at checkout and follow the on-screen instructions to complete your application.

Is it safe to make purchases on your website?

Yes. Our website uses industry-standard SSL encryption (HTTPS) to protect your personal and payment information throughout the transaction process.

Do you store my payment information?

No. For your security, we do not store credit or debit card details on our servers. All payment processing is handled by trusted and certified payment gateways.

Can I use multiple payment methods on a single order?

Currently, we accept one payment method per order. If you wish to use loyalty points or a promotional voucher alongside a card payment, please review our Loyalty & Promotions section below.

Can I modify or cancel my order after placing it?

Orders can only be modified or cancelled before they are processed or shipped. Once processing has begun, changes may not be possible. Please contact our customer support team immediately if you need to make any amendments.

Will I receive an order confirmation?

Yes. A confirmation email is sent to your registered email address immediately after your order is placed. You will receive further updates as your order is processed and dispatched.

What happens if an item becomes unavailable after I place my order?

In the rare event that an item is out of stock after your order is confirmed, we will notify you promptly and issue a full or partial refund for the unavailable item(s) to your original payment method.

Can I place an order by phone or in-store for online delivery?

Please contact our customer support team for assistance with special ordering arrangements. Our team will advise on the best available option based on your needs.

4. Shipping & Delivery

Where do you ship to?

We currently ship within Saudi Arabia and selected GCC countries, including Kuwait, Qatar, Oman, and Bahrain. If your country is not listed at checkout, please contact our support team for assistance.

Do you offer free shipping?

Yes. Free shipping is available on all orders within Saudi Arabia. Promotional free shipping on other GCC regions may be offered periodically — subscribe to our newsletter to stay informed.

How long does delivery take?

Delivery timelines depend on your location. Orders within Saudi Arabia are typically delivered within 2–5 working days. GCC deliveries generally do not exceed 15 working days. You will receive a tracking number once your order is dispatched.

Where are orders shipped from?

Orders are currently dispatched from our warehouse in the United Arab Emirates.

How can I track my order?

Once your order has been shipped, you will receive an email containing your tracking number and the name of the shipping carrier. You can use this information to monitor your delivery status directly on the carrier’s website.

Which shipping carriers do you use?

We work with trusted international and regional logistics partners, including DHL, Aramex, FedEx, UPS, and Emirates Post.

What should I do if my order is delayed?

If your order has not arrived within the expected timeframe, first check your tracking information for updates. If there is no update or you need further assistance, please contact our customer support team and we will investigate on your behalf.

What should I check when I receive my order?

Please inspect the package and security seal upon delivery. If the outer packaging appears damaged or tampered with, do not accept the shipment and contact customer support immediately. We also recommend verifying the product contents and documentation upon opening.

Do you offer express or same-day delivery?

Express delivery options may be available for select locations. Please contact our support team or review the delivery options available at checkout for your specific address.

Will I be charged customs or import duties?

For shipments within GCC countries, customs duties are generally not applicable. However, we recommend confirming this with your local customs authority as regulations may vary. Any applicable charges are the responsibility of the recipient.

5. Returns, Refunds & Exchanges

What is your return policy?

Returns are accepted within 7 days of delivery, provided the item is unused, unworn, and returned in its original packaging and condition, along with all included accessories, documentation, and warranty card.

How do I initiate a return?

You can initiate a return request through your account profile under “My Orders,” or by contacting our customer support team directly. Our team will guide you through the return process and provide further instructions.

Do you offer exchanges?

At this time, we do not offer direct exchanges. Customers must return the original item following our return process and place a new order for the desired replacement product.

Who covers return shipping costs?

Customers are responsible for arranging and covering return shipping costs unless the return is due to a defective, damaged, or incorrect item. In such cases, please contact our support team for assistance.

How and when will I receive my refund?

Once the returned item has been received and passes our inspection and verification process, a refund will be issued to your original payment method. Processing times may vary depending on your bank or payment provider.

Can I return an online purchase to a physical store?

No. Items purchased online must be returned through the online return process only and cannot be returned directly to a physical store.

Are there non-returnable or non-refundable items?

Products purchased using promotional codes or vouchers may not qualify for cash refunds but may be eligible for store credit in accordance with our return policy. Items that show signs of wear, use, or missing documentation may also not be accepted for return.

What if I receive a damaged or incorrect item?

If you receive a damaged, defective, or incorrect item, please contact our customer support team within 48 hours of delivery. Provide your order number, a description of the issue, and photos if possible. We will arrange a replacement or refund as quickly as possible.

What happens if my order is cancelled?

If your order or part of it is cancelled due to stock unavailability or any other reason, a full or partial refund will be issued accordingly to your original payment method.

6. Product Warranty & Care

Do your watches come with a warranty?

Yes. All watches sold by AlHussaini Trading include an official manufacturer warranty. The warranty period and coverage vary by brand and model — please refer to the warranty card included with your purchase.

What documents are needed for warranty claims?

Please retain your purchase invoice and official warranty card, as both are required for any warranty-related service or claim.

What does the warranty cover?

The manufacturer warranty typically covers defects in materials and workmanship under normal use. It does not cover damage resulting from accidents, misuse, water damage (unless the watch is rated waterproof), or unauthorized repairs. Please consult your specific brand’s warranty terms for full details.

Do you provide watch servicing and repairs?

Yes. We offer authorized servicing and repair support for watches purchased from us. Please contact our customer support team to arrange a service appointment or for guidance on the repair process.

How often should I service my luxury watch?

As a general guideline, luxury mechanical watches should be serviced every 3–5 years to maintain optimal performance. Quartz watches typically require less frequent servicing. Always refer to your brand’s recommendations for your specific model.

How should I care for my luxury watch?

To maintain your watch in excellent condition:

• Avoid exposure to extreme temperatures, strong magnetic fields, or harsh chemicals.
• Unless your watch is rated for water resistance, avoid submerging it in water.
• Wipe the case and bracelet regularly with a soft, lint-free cloth.
• Service your watch regularly through an authorized service centre.
• Store your watch in its original box or a dedicated watch case when not in use.

7. Loyalty Programs & Promotions

Do you offer a loyalty program?

Yes. We participate in two leading Saudi loyalty programs:

• Qitaf: Earn 10 Qitaf points for every 1.5 SAR spent.
• Mokafaa: Earn 10 Mokafaa points for every 1 SAR spent, up to 50,000 points per transaction.

Points can be redeemed for discounts and exclusive benefits. Please ensure your loyalty account is linked at checkout to earn and redeem points.

How do I redeem my loyalty points?

At checkout, select your loyalty program and enter your membership details. Eligible points will be applied as a discount to your order. For assistance with point redemption, contact our customer support team.

Do you offer promotions or seasonal discounts?

Yes. We run exclusive promotions, seasonal sales, and limited-time offers throughout the year. Subscribe to our newsletter or follow us on social media to be the first to know about upcoming deals.

Do you offer a price match policy?

Yes. We offer a price match service on eligible products. If you find the same authenticated product at a lower price from an authorized retailer, please contact our team with proof. Refer to our Price Match Policy on the website for full terms and conditions.

Can I use a promotional code and loyalty points together?

Please contact our support team or refer to the specific terms of each promotion, as the ability to combine discounts may vary by offer. Terms will be clearly stated during the checkout process.

8. Products & Availability

How can I find a specific product?

You can browse by brand or category, apply filters such as price range, gender, or movement type, or use the search bar to find a specific model or reference number.

What if a product I want is out of stock?

If a product is currently unavailable, please contact our support team. We may still be able to source the item for you or notify you when it becomes available again.

Can I request a product that is not listed on your website?

Yes. For special requests or limited-edition models not currently listed, please reach out to our team with the specific reference or model details. We will do our best to assist you.

Do you offer gift wrapping or personalization?

Please contact our customer support team to enquire about gift packaging and any available personalization services for special occasions.

Do your watches come with all original accessories?

Yes. All watches are supplied complete with original manufacturer packaging, including the watch box, warranty card, instruction booklet, and any additional accessories included by the brand.

9. Website & Cookies

Do you use cookies?

Yes. We use cookies to enhance your browsing experience, remember your preferences, and provide personalized content. By using our website, you consent to our use of cookies in accordance with our Cookie Policy.

Where can I read your policies and terms?

Our full policy documents are available on our website, including our Privacy Policy, Warranty Policy, Returns & Refunds Policy, Cookie Policy, and Terms & Conditions.

Is your website available in Arabic?

Please check our website for current language availability. We are committed to providing the best possible experience for our Arabic-speaking customers.

What should I do if I experience a technical issue on the website?

If you encounter any technical difficulties while browsing or placing an order, please contact our customer support team and describe the issue. You may also try clearing your browser cache or switching to a different browser as a first step.

Still have questions? We’re here to help.

Visit the Contact page on our website or reach out to our customer care team — we’re committed to delivering the same exceptional service online as we have in-store for over 50 years.

AlHussaini Trading — Trusted Excellence Since 1970+