Credit Card FAQ's
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When will my credit card be charged?
Once your order has been submitted, it immediately initiates the payment process. You will receive an email stating that your order has been accepted by our system and that processing has begun. Within 1-2 minutes (for an online credit card order), we will submit your purchase to our credit card processor. Being successfully processed, within 24 hours you will receive a second email denoting confirmation of your order and further details about completing the process.

My credit card has been declined. Why?
There are a number of reasons that could cause your card to be declined:
• Incorrect credit card number, expiry date, or CSC/CVV code (the three or four digit confirmation number at the back of your credit card)
• International transactions may be blocked by your card provider
• Insufficient funds for a debit card, or insufficient credit available for a credit card
• Internet sales are blocked for your card
• A network issue at the credit card company
If you would like us to resubmit your order, please contact us at This e-mail address is being protected from spambots. You need JavaScript enabled to view it with your order details and we will resubmit the order for you.

How will the charge be displayed on my credit card?
Your credit card provider should submit you a letter or document that displays credit card statement.

Will I have to pay sales tax or (Value Added Tax)VAT?
Al Nukaly Company will not ask you for a sales tax or VAT.

Can I purchase without a credit card? What are my options?
At the current stage, our payment options include Credit Card only.




Registration FAQ's
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How will I receive my purchased items?
You will receive your purchased items through the courier company agents available in your country. The default courier company service is FedEx; it is only in such case that we guarantee on time shipment. If you chose to use another international shipment company, you should contact them for that.

How can I re-order the same items that I have purchased before?

Why do I need to "login" before purchasing?
You need to login when choose to checkout, so the user shipment and contact information will be retrieved from the Database, and the system can report your transaction and save your order history.

Shipping FAQ's
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I don't live in the Saudi Arabia. Will I have to pay customs fees?
Customs fees are not collected or assessed by Al Nukaly. This depends solely upon the laws of the country where you will receive physical shipment. Please check with your local customs office the fees that may be due.

Technical Support FAQ's
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I need some help with registration; can you help me?

Privacy Policy FAQ's
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What is your Privacy Policy?
Click here to view the privacy policy.

Ordering and Shipping
I have just completed my order; when will I receive my items?
You may expect to receive your items within 3 to 10 business days according to the country zone you are living in. We guarantee the delivery time only through our default courier service, FedEx. In case you chose to use a different international courier company delivery service or debates will be at your own responsibility.
What is the current status of my order?
If you have already placed an order, check your email for a confirmation message of what to expect. To look up the status online, visit this link.
What shipping couriers do you use?

We use FedEX for all P.O. Box and APO/FPO orders. We use Federal Express to deliver all your packages.
Can shipment be made to a P.O. Box or an APO/FPO Address?

Yes, we accept orders to P.O. Box and to APO/FPO addresses. Orders shipped to a P.O. Box are shipped via FedEx through Priority Mail. We apologize for not being able to offer express shipping options for such types of addresses.
Do you offer shipment services outside Saudi Arabia? Where?

Yes we ship outside Saudi Arabia, to the countries listed in the below:
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And in case your country is not listed above, please contact us on this email: or call our customer care center on 800 82324243
Can I use my own Federal Express Number to ship my order?

Yes you can, and the international account number in zones to which we deliver should be available.
Return and Order Cancellation FAQ's
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This is not what I expected. How can I cancel my order?
You can only cancel the order during the first 12 hours after submitting the order online; to do so, please login with your account information then in the inquiry form choose order cancellation from the drop down list, and provide us with your order number. We will then initiate the cancellation process. Order cancellation requests will not be accepted after 12 hours of submitting the order.


What is the refund policy?


I received a refund for a product purchased through Al Nukaly, but I don't see the credit. Why?
Credit card refunds can take up to three 5 business days to post to your online credit card statement. Please be patient, but let us know if it has been more than five days.
Still need help? Contact Customer Service at This e-mail address is being protected from spambots. You need JavaScript enabled to view it
Order Tracking
1. Will I receive an order confirmation?

An order receipt will be sent to your email address immediately after placing your order. You will receive an order confirmation email with your order number, order total, and optional gift message within five hours from placing your order. Please review this information as soon as possible to ensure that all addresses, items and arrival dates are correct. If you need to make any changes to your order, contact Customer Support at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or 800000
2. Will I receive a shipping confirmation?

When your order has been shipped, you will receive a shipment confirmation including the tracking number for each shipment. Please note that this confirmation is typically emailed at 10:00 am on the day following shipment.

If you have an Al Nukaly account, you can track your order online at www.fedex.com

Can I create an account after placing my order?

Yes. After your order is completed, you will be asked to create an account, which will allow you to track your orders and which will also make ordering easier for you in the future.
Care and Storage
1. How long will Al Nukaly goods keep their fresh taste?

Al Nukaly goods will stay fresh tasting at room temperature for up to 2-3 weeks, as long as they are kept away from heat and humidity. Specifically, the temperature should not exceed 20 degrees centigrade and the relative humidity should remain below 60%. Avoid direct sunlight.
2. How should I store the goods if I want to keep them fresh tasting for more than two weeks?

To store goods for up to two months, place package in two plastic bags, close tightly and refrigerate. To store chocolate for up to six months, place package in two plastic bags, close tightly and freeze.



Miscellaneous
1. Do you send Samples?

We may ship samples to you if your order exceeded 200$.
2. How can I become Al Nukaly franchise?

Al Nukaly is not currently opening any unsolicited accounts. For more information on franchise, please click on this link for Franchise page, or please call our Customer Care Department at 800 090909090.
3. How can I apply for a job with Al Nukaly?

For a listing of all current job openings at Al Nukaly, please visit http://www.alnukaly.com/jobs

This area of the site includes the current job openings, and the ability to submit your resume online.