Rituals Faqs

Customer Service

• Opening hours

  Our customer service desk can be reached by telephone, email, Twitter and Facebook at the business hours listed below:

  Monday	09:00 - 19:00
  Tuesday	09:00 - 19:00
  Wednesday	09:00 - 19:00
  Thursday	09:00 - 19:00
  Friday	09:00 - 19:00
  Saturday	09:00 - 19:00
  Sunday	09:00 - 19:00

• Suggestions

  We like to give you the best possible service and therefore we appreciate it greatly if you have any suggestions that will help improve this service. Your ideas, comments and suggestions concerning your experience with Rituals.me are more than welcome. Please leave your comments by using the contact form.

• Complaints

  We do everything in our power to ensure that the world of RITUALS enriches your life with beautiful experiences and products. If you are not completely satisfied with one of our products we would like to know this as soon as possible so we can respond appropriately. If you have a complaint please inform us using one of the options below.

  - Email our customer service and we will reply within 48 hours

Delivery

• Delivery service

  Our standard delivery time is within 1-2 business days in the UAE and 3-5 business days in KSA/ Qatar/ Bahrain/ Kuwait and Oman. However, during the sale period/festive season, delivery time may vary and can take up to 5-7 business days. This extension is due to a significant increase in the number of orders we receive. Additionally, if an item is not available at our main fulfillment location, our team may need time to arrange it from different locations, further extending the delivery time.

• Different delivery address

  If you would like to have your order shipped to a different address, because you're not at home or because your order is a gift, you can fill in the delivery address during checkout. You can also write to our customer service and request them for an address change. However, delivery address can only be changed before your order is dispatched from our warehouse.

  The invoice will be e-mailed to you and the package will be delivered to the address provided.

• Follow your order

  We find it important that you know when to expect your order. Therefore we will confirm the following information by email:

  Your order…
  Order is confirmed
  Order is delivered
  BY SMS
  Order is confirmed
  Order is shipped
  Out for delivery
  Order is delivered

• Shipping rates

  UAE – 20 AED

  KUWAIT –2 KWD

  QATAR – 20 QAR

  SAUDI ARABIA – 30 SAR

  BAHRAIN – 2 BHD

  Oman – 2 OMR

  
  
  

  Cash on delivery charges:-

  UAE – 20 AED

  KUWAIT – 2.750 KWD

  QATAR – 20 QAR

  SAUDI ARABIA – 20 SAR

  BAHRAIN – 2 BHD

  Oman – 2 OMR

• International shipping times

  We only ship in UAE, KSA, Kuwait ,Qatar, Bahrain & Oman for the moment.

Returns And exchanges

• 14 days to change your mind

  If you are not completely satisfied with your purchase we offer you a 14 day return service free of charge. However, all items must be returned to us in a saleable condition. They must be returned unused and in their original, undamaged packaging.

• Creating a return request

  - Click on My Account-> Returns-> Create a Return-> Choose a reason for return-> Proceed & submit

  - Our courier partner shall collect the package with 3-4 days

  - Once the item is picked up & it matches the criteria of return (unused, good condition, with original tags)

  
  

  - If your unable to create Return request please email us at -

  care@ritualsme.com

  Please contact our customer service before you return your products. They will be glad to further assist you.

  ** Please note that returns for orders placed online cannot happen at any of our retail stores.

• Can I return my products at all times?

  We offer you a 14 day return service free of charge.

  When and if returning your products, please consider the following terms and conditions:

  - Cosmetic products (cream, make-up, lotion, gel, shampoo, shower foam, etcetera.) may only be returned unopened and in their original packaging for hygienic reasons. Unfortunately we will not take back any opened containers, jars, tubes or bottles.

  - We will only be able to accept returns on clothing when they have not been worn, soiled or washed and only if the original price tags are still attached. Underwear can only be returned in unopened packaging.

  - We are able to process your returns only when the order is returned to us in sellable condition, in original packaging and in a sturdy return box, faulty products excluded. We reserve the right to refuse returns that show wear and tear or other damage inflicted by the customer.

  ** Please note that returns for orders placed online cannot happen at any of our retail stores.

• How do I return or exchange my product(s)?

  In order to return your product, please write to our Customer Service. Unfortunately, we do not provide exchanges as of now. If you are unhappy with your product, kindly place a return request to our Customer Service team.

• How long will it take to receive my refund?

  As soon as your return order has been accepted we will refund your money within 5-7 working days.

  The way your refund is processed depends on your original payment method however if your order was placed through cash in case of return the amount will be refunded as Store credit to your Rituals account.

Payment methods

• How can I pay for my order?

  You can pay for your order using Credit/Debit card or pay Cash on Delivery or Tabby.

• Can I purchase an online Gift card?

  Currently, we do not offer online gift cards.

My Order

• I can't track my order.Can you help?

  In some cases, the fulfillment process may require some time so we recommend allowing 24-48 hours for the tracking details to update. That said, if your tracking number isn’t updating at all, please reach out to us via

  care@ritualsme.com

  We're always here to help!

• Can I get a tax invoice for my online order?

  We do not provide a separate tax invoice for online orders. Please note that all item prices displayed on our website are inclusive of VAT.

• I received a damaged item.What should I do?

  We are truly sorry to hear that you received a damaged item. Please follow the steps below to receive a quick resolution:

  - Click a picture: Take a clear picture of the damaged item.

  - Specify details: Note down the item details (such as the order number, item name, and the quantity received)

  - Share with Customer Service: Send the picture along with the item details and quantity to our customer service team at

  care@ritualsme.com

  Once we receive the details, our customer service team will begin the investigation process and work to provide you with a resolution as soon as possible.

• Can you gift-wrap my order and provide shopping bags?

  -We do not offer a gift wrap option for online orders but if you have ordered gift set(s) we would like to inform you that we have paid extra attention to Pack them beautifully so that they can be a wonderful surprise to give.

  -As a standard packaging procedure, the items are packed in a carton. The primary goal of cardboard packaging is to protect goods (solid/liquid items) that need to be stored and transported. The shopping bags get tampered during transit which results in inferior packaging hence, we do not provide them. However, if you wish to obtain the shopping bags you are always welcome to our stores, our team will be more than happy to assist.

• My order/item got cancelled.What should I do?

  We always strive to fulfill every order, but sometimes, due to unavoidable circumstances, items may get canceled. While there are many factors beyond our control, we take full responsibility for the cancellation.

  - Here’s what you can expect:

  - We will keep you informed about the status of your order throughout the process. You will receive notifications regarding the cancellation as soon as it occurs.

  Rest assured that you will receive a full refund for the canceled order/item. The refund will be processed automatically and should appear in your account within a few business days

Product related questions

• How natural are our products?

  Amongst other things, we make use of natural, sustainable, and organic ingredients. For everything that nature cannot provide, we use safe alternatives.

• Do we use parabens?

  Rituals products contain no parabens!

• Where are our products manufactured?

  All cosmetic products are produced by specialised laboratories and high-end cosmetics companies in Europe.

• Do the products contain plastic scrub microbeads?

  All Rituals products are 100% free of plastic scrub microbeads!

• Are our products tested on animals?

  No, we never test any of our products or ingredients on animals, and we don't ask any third parties to perform animal testing for us. Rituals is included on the list of brands satisfying the non-animal-testing criteria of the Proefdiervrij foundation (anti-animal-testing organisation; https://proefdiervrij.nl/merken-overzicht/)

Promotions

• When do I get a gift with purchase?

  You receive a free gift with a purchase. Whilst stocks last. Maximum 1 gift per purchase. Not valid in combination with any other offer.

• What are the terms and conditions of the free gift?

  ** Gift with Purchase item will be given subject to availability

  ** Gift with Purchase items may not be applicable during certain months. We will always include a communication regarding the same on the website home page.

General

• Why is my favorite product discontinued? Can I still purchase it?

  Decisions to discontinue or introduce a product or size are made in response to consumer preferences and purchasing patterns throughout the country. We are happy to assist you in finding a suitable alternative. Please write to

  care@ritualsme.com