Frequently asked questions
Shipping and Delivery
How do you ship/deliver?
We ship with DHL, a first class international courier Door to Door delivery service.
Are there shipping alternatives to DHL?
Sorry for now, we will be checking other shipping alternatives in near future.
How do you charge for shipping?
Please read our Shipping and Delivery page for details.
How shipping is calculated?
Please read our Shipping and Delivery page for details.
How do you ensure quality of items delivered?
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.
How do you pack for shipment?
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.
How long will it take for me to receive my order?
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.
Orders
Do I have to order a minimum quantity?
No. You can order any available quantity you want.
What if I can't find an item or can't add it to my cart?
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.
Can I track my order?
Yes, tracking number & instructions will be provided to you if supplied by the courier service.
How do I modify/cancel my order?
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.
What is your policy on returns and exchanges?
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.
What if I don't receive my order?
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.
What if my order is incomplete/incorrect?
2- Ship it back.
What if my order arrives damaged?
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.
What if the items I ordered don't look like what I had in mind?
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.
Can I make a special request or item customization?
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.
Do you do wholesale?
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.
Payment
How do I pay?
You can easily pay using your credit card or PayPal after checkout.
Accounts
Why register an account with you?
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.
What if I forgot my account password?
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.
Do you keep my personal information? Will you give it out?
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.