Question 1

How do you ship/deliver?

Accepted Answer

We ship with DHL, a first class international courier Door to Door delivery service.

Question 2

Are there shipping alternatives to DHL?

Accepted Answer

Sorry for now, we will be checking other shipping alternatives in near future.

Question 3

How do you charge for shipping?

Accepted Answer

Please read our Shipping and Delivery page for details.

Question 4

How shipping is calculated?

Accepted Answer

Please read our Shipping and Delivery page for details.

Question 5

How do you ensure quality of items delivered?

Accepted Answer

Please be certain that the quality assurance procedures we undertake are serious and very strict. We ship with a first class courier service that guarantees quick and safe delivery.

Question 6

How do you pack for shipment?

Accepted Answer

As we are dealing with soft items made of fabrics we wrap each item in a sealed plastic bag to prevent any moisture of reaching the product before inserting it in another fabric or cellophane envelope.

Question 7

How long will it take for me to receive my order?

Accepted Answer

We ship within 48 hours of receiving payment confirmation. All our shipments are sent from our stores in Amman - Jordan so you should receive your order depending on the shipping method that you choose. Courier Door to Door usually requires 7 business days days while parcel registered airmail (when available) requires 2-4 weeks to reach your address.

Question 8

Do I have to order a minimum quantity?

Accepted Answer

No. You can order any available quantity you want.

Question 9

What if I can't find an item or can't add it to my cart?

Accepted Answer

We produce in small quantities as it is handicrafts, so items that you want to buy today might be out of stock the day after. If this happens, please contact us and we will assist you.

Question 10

Can I track my order?

Accepted Answer

Yes, tracking number & instructions will be provided to you if supplied by the courier service.

Question 11

How do I modify/cancel my order?

Accepted Answer

Simply send us an e-mail to modify or cancel your order before we ship it (usually 48 hours after receiving bank's authorization on payment). We will contact you back and see how we can assist.

Question 12

What is your policy on returns and exchanges?

Accepted Answer

As we ship from Amman - Jordan, shipping back to us may be costly for you. If you are ready to pay for it both ways and you make sure that we receive the items in perfect condition, we don't mind exchanging the product for you.

Question 13

What if I don't receive my order?

Accepted Answer

This would be an abnormal situation as we ship with a first class courier service! But you can easily track your order (explained in order confirmation we send to you), or you can always contact us.

Question 14

What if my order is incomplete/incorrect?

Accepted Answer

We double check orders and shipments. But in case you receive incomplete or incorrect order: 1- Post us at support@alburgan.com no more than 3 days from receiving it.
2- Ship it back. And we will reimburse you for the shipping costs and send you your correct order at no extra charge of course.

Question 15

What if my order arrives damaged?

Accepted Answer

If the package is damaged, please do not accept it and inform us via e-mail as soon as possible. We will check with the courier service. If items are damaged, email us at support@alburgan.com no more than 3 days from receiving it, then ship it back. We will reimburse you for the shipping costs and send you your correct order at no extra charge.

Question 16

What if the items I ordered don't look like what I had in mind?

Accepted Answer

We worked hard to showcase the items on our website as real. We are confident that the items look even better than their images! If you think otherwise, please contact us.

Question 17

Can I make a special request or item customization?

Accepted Answer

Yes, of course. We also have a lot of customized orders at our showroom. Let us know what you want and we will come back to you with our suggestions, production time needed, and a cost estimate. Contact us at info@alburgan.com.

Question 18

Do you do wholesale?

Accepted Answer

We supply to a good number of outlets in and outside Jordan with our products, in a good variety but small quantities. If you are interested in reselling our items at your shop or at an event such as a Christmas Bazaar in your area, send us a summary about yourself and what you have in mind using our contact us form, and we will get back to you.

Question 19

How do I pay?

Accepted Answer

You can easily pay using your credit card or PayPal after checkout.

Question 20

Why register an account with you?

Accepted Answer

Every time you come back to buy one or more of our items, you are able to proceed to checkout without wasting time filling out your details again and again. Having an account with us also allows you to add items to your 'wishlist' for future purchasing. Your account will hold your information in a safe place. See our Privacy Policy.

Question 21

What if I forgot my account password?

Accepted Answer

Simply click on 'Forgot Password' in the Login section and submit your e-mail address. You will receive an email message with the instructions to reset your password.

Question 22

How do I edit my account information?

Accepted Answer

Simply log in to your account and make the required changes.

Question 23

Do you keep my personal information? Will you give it out?

Accepted Answer

We will never ever exploit your privacy in anyway. Your account will hold your information in a safe place and we will only contact those who subscribe with us. Please, read our Privacy Policy.

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