Last updated: June 2026
At Credez, every personalised product is carefully prepared and made specifically for you. Because our products are custom-made, your order requires production time before it can be dispatched.
This policy explains where we deliver, how long orders usually take, shipping charges, tracking, address changes and what happens if an order is delayed, damaged or lost.
1. Where We Deliver 🌍
Credez currently delivers throughout the GCC Countries only:
- Saudi Arabia
- United Arab Emirates
- Bahrain
- Kuwait
- Oman
- Qatar
We currently do not deliver outside the GCC.
Availability of delivery to a specific address may depend on courier coverage and local delivery restrictions.
2. Production Time
As most Credez products are personalised and made to order, they are not ready for immediate dispatch.
Standard production time
Orders normally require 3–5 working days to manufacture and prepare.
Our working days are:
Sunday to Thursday
Fridays, Saturdays, Saudi public holidays and Eid holidays are not counted as working days.
Production time may vary depending on:
- Product type
- Order quantity
- Level of customisation
- Design complexity
Although we aim to prepare every order within 3–5 working days, some highly customised or larger orders may require additional time.
3. Order Cut-Off Time
Our daily order cut-off time is 5:00 PM Saudi Arabia time.
Orders placed after 5:00 PM will be treated as received on the next working day.
Orders placed on Fridays, Saturdays or public holidays will begin processing on the next available working day.
4. Design Review and Production
Before manufacturing begins, Credez reviews the photo, text, name, design or other customisation details submitted with the order.
Production begins only after the submitted design information has been reviewed and approved by us.
Credez may contact the customer when necessary to clarify an order detail or request a more suitable file. Customers are responsible for ensuring that all submitted names, spellings, photographs and personalisation details are accurate.
A separate digital preview is not normally provided before manufacturing.
5. Estimated Delivery Times 🚚
The following delivery times are estimates:
| Delivery Location | Estimated Delivery Time |
|---|---|
| Riyadh | Approximately 2 days |
| Other locations within Saudi Arabia | Approximately 4–5 days |
| Other GCC countries | Approximately 7 days |
These estimates are calculated from the order date and include expected production and delivery handling. However, customised products require 3–5 working days for manufacturing, so actual delivery timing may vary depending on the product and destination.
Delivery times are estimates only and are not guaranteed delivery dates.
Orders delivered outside Saudi Arabia may take longer because of customs clearance, local inspections or destination-country requirements.
6. Shipping Charges
Saudi Arabia
Shipping charges within Saudi Arabia are based on the order value:
- Orders of SAR 50 or more: Free delivery
- Orders below SAR 50: SAR 20 delivery charge
The applicable shipping charge will be displayed during checkout.
Other GCC countries
Shipping charges for GCC countries outside Saudi Arabia vary depending on the destination, package size, weight and available delivery service.
The applicable delivery fee will be shown at checkout before payment is completed.
7. Customs Duties and Import Charges
For orders delivered outside Saudi Arabia, the customer is responsible for any:
- Customs duties
- Import taxes
- Clearance charges
- Government fees
- Local handling charges
These charges are not included in the product price or delivery fee unless specifically stated at checkout.
Credez does not control customs charges and cannot confirm the exact amount that may be charged by the destination country.
A customer’s refusal to pay customs or import charges does not automatically qualify the order for a refund.
8. Order Tracking 📦
Once your order has been dispatched, tracking information will be sent to the email address provided during checkout.
Customers are responsible for entering a valid and accessible email address when placing an order.
Tracking updates are provided by the delivery service. In some cases, tracking information may take time to appear after the shipping confirmation email is sent.
Credez selects the delivery service used for each order. Customers cannot currently choose a specific courier.
9. Address Changes
Customers may request a delivery-address change only before the order has been shipped.
Once an order has been dispatched, the delivery address cannot be changed by Credez.
To request an address change, the customer should contact us as soon as possible and provide:
- Order number
- Customer name
- Current delivery address
- Corrected delivery address
Submitting a change request does not guarantee that the address can be updated. If the order has already been handed over for delivery, the original address will remain applicable.
10. Incorrect or Incomplete Addresses
Customers are responsible for providing complete and accurate delivery information, including:
- Full name
- Mobile number
- Building or villa number
- Street name
- District
- City
- Postal code, where applicable
- Additional delivery instructions
If an order cannot be delivered because the customer provided an incorrect or incomplete address, Credez may arrange a second shipment after the parcel is returned.
The customer will be required to pay the applicable delivery fee for reshipping.
Free shipping does not apply to reshipments caused by incorrect customer information or an unsuccessful delivery attempt.
11. Unsuccessful Delivery Attempts
A delivery may be unsuccessful when:
- The customer does not answer the courier
- The customer is unavailable
- The delivery address is inaccessible
- The mobile number is incorrect
- The address is incomplete
- The customer refuses the shipment
- The courier is unable to verify the location
Where a parcel is returned to Credez following an unsuccessful delivery attempt, we may ship it again after the customer confirms the correct delivery information and pays the new delivery charge.
Any additional delivery or return-to-sender charges may be payable by the customer.
12. Combining Multiple Orders
Customers may request that two or more orders be combined into one shipment, provided none of the orders has already been dispatched.
Combining orders is subject to operational availability and cannot be guaranteed.
Shipping fees already charged are not automatically refundable simply because orders are combined.
13. Orders Containing Multiple Products
Where one order contains several products, we will generally dispatch the complete order together once all items are ready.
The production time will normally be based on the item requiring the longest preparation period.
Credez may choose to send items separately when necessary. Customers will not be charged an additional shipping fee when Credez independently decides to split a shipment.
14. Requested Delivery Dates
Credez currently does not offer delivery on a guaranteed or customer-selected date.
Customers may include a preferred date in their order notes, but this will be treated as a request only and cannot be guaranteed.
For birthdays, anniversaries, weddings or other important occasions, customers should place their orders early enough to allow for production and delivery.
15. Delivery Delays
We work to prepare and dispatch orders within the estimated timelines shown in this policy. However, delivery dates are estimates and may occasionally change.
A delay does not automatically mean that the order is lost or eligible for cancellation, refund or compensation.
Where tracking has not updated or delivery is taking longer than expected, Credez may contact the delivery provider to investigate.
16. Damaged or Defective Products
Customers must inspect their order as soon as it is delivered.
Any product that arrives damaged, defective or materially different from the confirmed order must be reported within 7 calendar days of delivery.
Claims submitted after this period may not be accepted.
Evidence required
The customer must provide:
- Order number
- Clear photographs of the product
- Clear photographs of the outer and inner packaging
- An unedited video showing the damage or issue
- A description of the problem
Submitted photographs and videos must be genuine, unedited and not artificially generated or modified using AI.
The customer should keep the product and all original packaging until the claim has been reviewed.
After reviewing the evidence, Credez may offer either:
- A replacement product; or
- A refund
The appropriate resolution will depend on the type of issue, available evidence and circumstances of the claim.
17. Missing Items
If an order arrives with an item missing, the customer must notify Credez within 7 calendar days of delivery.
The customer may be required to provide photographs and an unedited opening or unboxing video showing:
- The received parcel
- The shipping label
- The packaging
- All items included inside the parcel
Once verified, Credez may send the missing item or provide another appropriate resolution.
18. Parcels Marked as Delivered but Not Received
If tracking shows that an order has been delivered but the customer cannot locate it, the customer should first:
- Check with household members
- Check with building reception or security
- Check with neighbours
- Review the delivery location
- Contact the courier using the tracking information
The customer should then notify Credez so that we can raise an investigation with the delivery provider.
A refund or replacement will not be issued automatically while the delivery investigation is ongoing.
The final resolution will depend on the courier’s findings and available delivery evidence.
19. Lost Shipments
If the delivery provider formally confirms that a parcel has been lost in transit, Credez will arrange to reship the order.
Because customised products may need to be manufactured again, replacement production time may apply before the new shipment is dispatched.
A shipment is not considered lost simply because tracking has temporarily stopped updating or the estimated delivery date has passed. The loss must first be investigated and confirmed.
20. Refused and Unclaimed Orders
If a customer refuses to accept an order or fails to collect it, the parcel may be returned to Credez.
The customer may be responsible for:
- Original delivery charges
- Return-to-sender charges
- Customs or clearance costs
- Reshipping charges
Personalised products may not be eligible for a refund merely because the customer refused or failed to accept delivery.
21. Customer Responsibilities
By placing an order with Credez, the customer agrees to:
- Provide accurate contact and delivery information
- Review all personalisation details before ordering
- Remain available to receive the shipment
- Follow tracking updates
- Respond to delivery-provider communications
- Pay applicable customs and import charges
- Report delivery issues within the specified period
- Provide genuine and unedited evidence when submitting a claim
22. Updates to This Policy
Credez may update this Shipping & Delivery Policy when delivery services, charges, processing times or business operations change.
The version published on our website at the time of the order will apply unless a change is required by law or is more favourable to the customer.
