FAQ

GENERAL ENQUIRIES

 

Where is Stop, Drop & Shop located?

Our warehouse and shop are located in Jeddah. Keep in mind, however, that our location should not really matter to you, as your orders will be delivered to your doorstep wherever you are.

 

How do I place an order?

So, you would like to make your first order with Stop Drop & Shop. Awesome! Here’s how:

  1. Go to www.stopdropshop.com. Select the item you want by clicking on it, selecting your preferred size and the quantity you would like to purchase, then click “Add to Bag”
  2. Click “Continue shopping” to add more items, or “Proceed to secure checkout” if you are done shopping.
  3. You will be asked to register with your details to open a Stop Drop & Shop account (if you are a new customer), or to "Log in" with your details if you already have an existing account.
  4. Choose your shipping address then click “Go to payment”.

Choose your desired payment method and click “Buy Now.” After checking out, you will receive a confirmation email as well as the estimated delivery time in your registered email address. It’s that simple!

 

I tried to check out and the item in my shopping cart disappeared. What happened?

We are sorry that you were not able to complete your order. The selection on our website is live and reflects what is in stock at that moment. 

Placing an item in your shopping cart does not guarantee that you will be able to purchase that item until you have completed the checkout process. Another customer may purchase the item even if it is in your cart. If that happens, you will receive an error message.

 

What about items I have ordered which are out of stock?

Unfortunately, this sometimes occurs when there is a high traffic volume of customers. In the event the ordered item is out of stock, our Customer Service Representatives will call to inform you on the affected items and immediately issue you a refund via your original payment method.

 

How do I create a Stop Drop & Shop account?

  1. Click on the “My Account” button on the top-right corner, or register an account when you checkout.
  2. Click “Register” button to sign up for a new account.
  3. Fill in all the details and click “Submit” once done. All your details are kept private and confidential.
  4. Clicking “Submit” completes your registration. You will receive an email confirmation along with a cash voucher to get you started.

 

Welcome to the Stop Drop & Shop online shopping experience!


Why do I need an Account?

Having a registered Stop Drop & Shop account helps you enjoy the full benefits of a Stop Drop & Shop online shopping experience. It makes shopping easier, more convenient and secure, and allows you to receive timely updates, and information on promotions and new collections (if you choose to). 

 

Is there an Arabic Stop Drop & Shop website?

Yes, there is! To access the Arabic version of Stop Drop & Shop, just click on the language link at the top right of the page. Enjoy shopping in Arabic!

           

RETURNS, EXCHANGES AND REFUNDS

 

How do I return an item that I have purchased?

Stop Drop & Shop is proud to offer a hassle-free return/exchange policy. If you are not 100% satisfied with your purchase, follow the steps below:

Contact our customer service team via the Contact Us form, or call us at (+966 ) 12 611 6724 to start the process.

You will receive a label attachment from help@stopdropshop.com with a return airway bill (AWB) number.

Call the SMSA Customer Service at 920009999 to collect the item you wish to return. Attach a print-out of the label on the item. 

Alternatively, you can drop the item with the print-out of the label at any SMSA Branch.

We will issue your return coupon as soon as you inform us that the item is on its way to Stop Drop & Shop. The coupon is redeemable on our website for the price of the item that you returned. You can also use this coupon to order the same item in a different size, or just to order any other item you like!

 

Can I return some items and opt to exchange other items from the same order?

Yes, you can! You have the flexibility of returning some items and exchanging the rest from the same order. 

To do so, clearly indicate your option of either Refund or Exchange per item when you contact us requesting a refund/exchange.

Once we receive your return parcel, we will proceed to refund you for the items you returned, and place an exchange order for those items you have indicated for an exchange. Please take note that stock is subject to availability upon us receiving the returned item at our warehouse. You will be notified as soon as your exchange order is confirmed and shipped out. For your returned items, you will also receive Returns Received and Refund Completed notifications respectively.

 

What is the return notice period?

You can return any unworn items for any reason within 7 days of purchase for a full store credit of the paid price. Returns are free of charge! What better way to have risk-free internet shopping? 


REFUNDS

While we are currently unable to offer cash back or Credit Card/PayPal refunds, we offer refunds in the form of coupons. This means that if you place an order and you are not satisfied by the product received, we give you the possibility to return it for free – we cover the return shipping cost and issue you a refund coupon for the value of the item that you are returning. You get the opportunity to choose a size that suits you, or to order a different item!

For example, if you paid SAR100 for an item, we’ll give you a coupon for SAR100 after you’ve returned the item to us. Please note that the shipping fees which go to the courier service are non-refundable.

 

How soon do I get a refund or exchange coupon?

Well, as fast as you let us know, with most returns/exchanges picked up within 2 working days. We simply get our courier service to schedule a pickup at a time and place that is convenient for you, and we will issue you a refund/exchange coupon as soon as we receive the returned item.

 

How do I return/exchange an item I purchased with a coupon?

Returning or exchanging an item that was purchased with a coupon is just as easy! Even if you used the coupon plus other payment options, we will offer you a refund coupon for the amount paid for the items.

 

Can I still cancel an order before I receive the item?

At Stop Drop & Shop, it is important to us that you enjoy the comfort and convenience of buying the things that you really want and need. If however you change your mind, the sooner you let us know the better. Since in our best efforts to deliver optimum levels of customer service we ship your order as soon as possible – usually within one business day – please send us a request using the Contact Us form on our website.

If it has not been shipped, we can cancel it. However, if your order has already been shipped, you have the option of returning or exchanging the items for another or for a coupon if you are not satisfied.

Please note however that canceling or refusing to receive your order from our logistics company without a valid reason may result in the blockage of the Cash on Delivery option of your account with STOPDROPSHOP or the outright termination of your account.

 

What if the item I received was damaged?

While we always take extra care in packaging your items, if the item you received was damaged, please inform us immediately via the Contact Us form or call us on (+966) 12 690 2130 

 

SHIPPING & DELIVERY

 

Do you offer free shipping?

Stop Drop & Shop is happy to offer delivery anywhere in Saudi Arabia and the Gulf region on all orders! Delivery will be FREE for all orders of which paid price is SAR 300 and above. 

Within Saudi Arabia, for orders with paid price less than SAR 300, a shipping fee of SAR 35 will be charged (30 SR for shipments within Jeddah). Cash on delivery (COD) orders will be charged an additional SAR 15 per order (Free for shipments within Jeddah), no matter how many items your order contains!

For delivery within the Gulf, orders with paid price less than SAR 300, a shipping fee of SAR 45 will be charged. Cash on delivery (COD) orders with be charged and additional SAR 60 per order, no matter how many items your order contains!

Increased order quantities may increase shipping cost. The exact shipping cost will be calculated and displayed in your shopping cart before payment.

We are also planning to extend shipping to other parts of the Middle East shortly, so stay tuned!

 

Can I collect my order my self?

If you are located in Jeddah and prefer to pick-up your order yourself to avoid delivery charges, you can do so by placing an order on the website and choosing “Pick Up” as the delivery option.

You will not be charged for delivery. You also have the option of paying via credit card/paypal, transfer or upon receiving of the order. Again you will not be charged extra fees for any of the payment options.

 

What is the delivery time for my order?

We aim to get your order to you within 2-5 working days from the date your order was shipped. On a daily basis between Saturday and Thursday (except public holidays), our friendly courier partners will endeavor to make deliveries happen between 12:00pm - 6:00pm, so do look out for them!

 

My order has been shipped, what next?

Our Delivery partners Aramex or SMSA will contact you once your shipment arrives in the nearest delivery hub to your destination to confirm your preferred delivery location and scheduled time.

 

Want to track your orders?

Once your orders have been picked up by our logistic partners, tracking codes would be available and you can then track the delivery status of your orders via the links below. You will receive your shipping details via SMS and email, which will include your Airway Bill Number (AWB) – a string of digits – which is also your tracking code that can be used to monitor your order via the courier services.

You can track your shipment online by visiting the Aramex website at www.aramex.com or SMSA at www.smsaexpress.com, select the Track Order page and enter the tracking number in the provided box. You may also choose to track your order by phone by calling the Aramex Call Centre on 920027447 or the SMSA Customer Service on 920009999 and quote you Airway Bill Number.

 

My order is not here yet. What should I do?

We apologize for not being able to meet our promised scheduled delivery. Please do not hesitate to contact us directly by calling (+966) 12 611 6724 or by emailing help@STOPDROPSHOP.com and we will be extremely pleased to assist you in any way we can.

 

Cash on Delivery charge and shipping fee, what's the difference?

Many of our customers prefer to pay cash upon receiving of the shipment, so we have provided this service via our courier partners Aramex. This service will cost an extra 15 SAR and is only available for shipments within Saudi Arabia. On the other hand if you choose to pay via paypal, bank transfer or credit card you will not be charged any extra fees.

 

PAYMENT OPTIONS

 

What forms of payment methods do you accept?

At STOPDROPSHOP, you can easily make payment via the following methods:

 

Credit card/Paypal

You can pay using your credit card and paypal account.

 

Bank Transfers:

If you do not own a credit card, that would be a problem, as you can transfer the money to you our Ahli, Samba or Rajhi Bank Account.


Bank Transfer – SAMBA Bank

Account Name: مؤسسة وقف وتسوق للتجارة

Account No. 2102421295

IBAN: SA96 4000 000 0021 0242 1295

 

Bank Transfer - Al-Ahli Bank

​Account Name: مؤسسة وقف وتسوق للتجارة

Account No. 35860601061329

IBAN: SA02 1000 0012 2875 1900 0103

 

Bank Transfer – Rajhi Bank

Account Name: مؤسسة وقف وتسوق للتجارة

Account No. 35860601061329

IBAN: SA53 8000 0358 6080 1016 1329

 

Cash on Delivery (COD)

Stop Drop & Shop also accepts Cash on Delivery (COD) as an alternative payment method for orders less than SAR 2000. Using this service, you can select to pay in cash to the delivery agent upon receiving your order. Please note that since the COD service is costly for us to provide, cash payment orders will be charged an additional and non-refundable SAR 15 per order for KSA and SAR 60 per order for the rest of the Gulf.

 

Stop Drop & Shop Return/Exchange Coupons

Return/Exchange Coupons allows avid shoppers to accumulate store credit! If you have balance coupons, it will be automatically used as the preferred payment method. If there is an outstanding amount after your coupon deduction, you have the option of choosing any additional payment options to complete your purchase.

 

Is Stop Drop & Shop’s website trusted for online payments?

At Stop Drop & Shop, using global security industry-leading encryption standards ensures that your data with us is safe and not accessible to any third party. Customers however have to ensure that their passwords are well protected and unreachable by anyone else. In addition, your data is strictly for us to serve you better and is will be never be disclosed to a third party under any circumstances. For more information, please check Terms & Conditions.

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