+966 50 7077135

Purchases and Returns

CURRENCY

All fees are listed in Saudi Riyal or US dollars unless otherwise stated. We are not responsible for currency exchange rates, except as described below. If you are an international buyer, you may have the option to buy items in your local currency or US dollars. If you opt to pay in your local currency:

  • We’ll automatically display your order total in your local currency on the checkout page. Your order total includes the foreign exchange rate as well as any applicable fees or costs.
  • If you return a purchase that was purchased in your local currency, you will receive ONVOG Credit or a refund in the amount you paid in your local currency converted to Saudi Riyal or US dollars.
  • Offers can only be made in Saudi Riyal or US dollars at this time. We may display approximate conversions to help you make the best offer.
  • Selling is only available in Saudi Riyal or US dollars at this time.
  • Some payment methods may not be supported.

Because foreign exchange rates fluctuate, the price you see for an item in your local currency on one day may be different from the price for that same item on another day. The foreign exchange rates we apply are updated daily. ONVOG takes no responsibility for the accuracy of any foreign exchange rate applied to your purchase or return.

RISK OF LOSS

The risk of loss and title for items purchased by you passes to you upon our delivery of the items to the carrier. Replacement of products and credits to your account for shipped items claimed as not received are subject to our investigation, and we may require you to sign and return an affidavit before looking into your claim. We will replace products and credit your account at our discretion.

PRICING, AVAILABILITY AND SALES TAXES AND DUTIES

All prices are subject to change without notice at any time. Available inventory is subject to change without notice at any time. As a result, if your order is canceled for any reason, you may not be able to purchase the same item you originally ordered, and if the same item is available, it may not be available at the same price of your original purchase.

We will collect sales or use tax (collectively “Sales Tax”) on purchases of taxable items from buyers located in Saudi Arabia where we have determined that we have a legal obligation to collect Sales Tax for such purchases. In this country, we will remit the tax collected from buyers to the appropriate taxing authority. Applicable Sales Tax rates will not be collected for other countries and will often be charged with the customs fee.

Sales Tax will apply based on a buyer’s shipping address rather than a buyer’s billing address. Sales Tax will apply to all purchases of taxable items for applicable countries, even for current offers that are completed at a later time.

To help provide a total cost inclusive of tax, we will estimate the applicable Sales Tax based on the delivery address entered at checkout. The estimated tax amount displayed may be updated when your order is finalized and completed.

SAUDI ARABIA

If you place an order for delivery in Saudi Arabia, you will be responsible for paying applicable VAT on your orders. To provide you with additional information on such VAT, your order confirmation email will show you the VAT. The VAT is based on the VAT rates set by Saudi Arabia.

We currently calculate VAT charges as follows:

VAT = VAT Rate x [Item Price + Shipping Costs (if any) + Other Applicable Taxes (if any)]

Our VAT charges are based on the facts and assumptions of 15%, which may change in the future.

INTERNATIONAL

If you are an international shopper you will be charged a cross-border e-commerce tax in compliance with applicable laws and regulations. This tax is meant to represent all applicable customs duties and taxes and no additional charges should be incurred upon your receipt of the item(s). If you do not enter this information at checkout, you will be liable for any applicable customs duties and/or taxes charged by the carrier upon receipt of your item(s). If you believe you have inadvertently been charged this tax, please reach out to care@onvog.com.

PAYMENT METHODS

We accept several methods of payment. If you purchase items in Saudi Arabia, we accept MADA, Visa, and MasterCard, and Visa, and MasterCard for other countries. Alternative methods of payment include Apple Pay.

For Saudi Arabia customers, we also offer purchases in installments.

SHIPPING, CONTACT, BILLING, AND PAYMENT INFORMATION

Please review your shipping, contact, billing, and payment information for accuracy before submitting an order. Billing information must match the billing information you have on file with the issuing bank.

Please note that ONVOG is unable to change a shipping address once the order has been placed. For sneakers, you may be able to cancel your order (within 3 hours of placing it and/or before it is confirmed by ONVOG, whichever comes first), and place the order again with the correct shipping address.

SHIPPING

SHIPPING COSTS

  • The cost of Saudi Arabia’s domestic shipping is 40 SAR.
  • The cost of international domestic shipping is $30.

STANDARD ITEMS

It will typically take 15-20 business days to be delivered.

INSTANT ITEMS WITH STANDARD SHIPPING

Items that are labeled “Instant”, will typically take 1-2 business days for an “Instant” item ordered before 11:00 AM (Riyadh Time) with Standard shipping to be delivered to a buyer located in Saudi Arabia, 7-15 business days for an “Instant” item ordered after 11:00 AM (Riyadh Time) with Standard shipping to be delivered to an international buyer.

INTERNATIONAL

For international orders, delivery times vary due to customs. 

Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.

ORDER REVIEW

All orders are subject to fraud review which may result in a delay in processing. We may also require additional information in order to verify your purchase. Until you receive the final confirmation of your purchase, please check your email and respond to any requests for verification. While your order is being reviewed, your account may be placed on hold until the review is completed.

ORDER CANCELLATION

We reserve the right to cancel orders at our sole discretion.

For sneakers, you may cancel your order within 3 hours of placing it or before it is confirmed by ONVOG – whichever comes first. If 3 hours have passed from when you placed the order and/or ONVOG has confirmed the order, then the order cannot be canceled. If neither has occurred, simply tap the Cancel button on the Orders screen.

For apparel and accessories that have been pre-verified and authenticated and shipped directly from our trusted partners, all orders are auto-confirmed and cannot be canceled. For other apparel and accessories, you may cancel your order within 3 hours of placing it or before it is confirmed by ONVOG – whichever comes first – as described in the previous paragraph. Your order confirmation message in the ONVOG app will let you know whether your order can be canceled.

If your order is canceled before you have been charged, you may see a pending authorization on your card that will ultimately disappear from your account in a few days. You will not be charged for the order.

If your order is canceled after you have already been charged for the order, we will refund you the amount you paid for the item(s) onto your original payment method. Please allow your financial institution 7-10 business days (Sunday – Thursday excluding holidays) to fully process the refund.

Any order with “Pending Payment” status will be canceled if it exceeds 6 hours without payment.

RETURNS

We want you to be happy with your purchase, which is why we accept returns, sneakers purchases, apparel purchases, and accessory purchases that are in the same condition as when shipped. We do not issue refunds or accept returns or exchanges on any items shipped to a freight forwarder or a delivery address in the People’s Republic of China.

You have 5 days to request a return from the date you received the item(s). To initiate a return, tap “Request Return” on the ONVOG website when you receive your package or contact us at +966 507077135. Once we receive your return, the item(s) will be evaluated before your refund is made. Evaluation criteria include the following:

  • Item(s) must include the return label and packing slip provided by us—Please note: Returns will not be processed without a ONVOG return label and packing slip.
  • Item(s) must be in the condition they were in when sent by us, including but not limited to: no damage, original tags, no creases as a result of try-on and/or wear, no sole wear or debris (for sneaker items), and all original packaging included.
  • Item(s) must be shipped to us within 3 days of receiving your Return Label. The evaluation process may take up to 3 days from receipt of return request and we reserve the right to make the final decision on all return requests.

Once we process your return, we will refund you for the amount you paid for the item(s), less the shipping costs to and from you and less any priority processing fee paid, by issuing you website credit (ONVOG credit) to use on future purchases or full refund, except as otherwise determined by us in our sole and reasonable discretion.

Make sure to only include the item(s) to be returned in your shipping box.

If your return request is not approved by us for any reason, we will notify you of our decision via email. For sneaker item(s), you will have the option to have the item(s) sent back to you at your expense or consigned on your behalf with us. For apparel and accessory item(s), you may have the item(s) sent back to you at your expense. If you elect to have item(s) sent back to you, we will send you an invoice for the shipping costs and send the item(s) to you after you have paid for the return shipping costs. If you choose to consign sneaker item(s), we will activate the listing(s) at the same price you paid for such a sneaker item(s) and if the sneaker item(s) are sold, you will be paid pursuant to our Fee Policy. You may change the listing price at any time within the ONVOG website.

For sneaker item(s), if you do not respond within 5 days of receiving notice that your return request was not approved or if you do not pay the shipping invoice within 5 days of receipt, we will consign the sneaker item(s) on your behalf and activate the listing(s) at the same price you paid for such sneaker item(s) and if the sneaker item(s) are sold, you will be paid pursuant to our Fee Policy. You may change the listing price at any time within the ONVOG website.

If your return request is not approved by us because the item(s) were inauthentic, you will have the option to have the item(s) sent back to you or disposed of by us at our reasonable discretion. If you choose to have the item(s) sent back to you, we will send you an invoice for the shipping costs back to you. If you do not respond within 5 days of receiving notice that your return request was not approved or if you do not pay the shipping invoice within 5 days of receipt, we will dispose of the item(s) at our reasonable discretion.

If you consign item(s) with us as described above, the terms and conditions under “Consigned Items” in the Selling on ONVOG Policy will apply to your consignment of such item(s) with us.

BUYER PROTECTION POLICY

Our Buyer Protection Policy helps us to provide a safe, and positive, shopping experience for the entire ONVOG customers. Should a purchased item not ultimately meet our quality standards, you are ensured support and protection through our Buyer Protection Policy.

To learn more about the coverage provided by our policy, please feel free to view our entire Buyer Protection Policy.

DISPUTES

If for any reason, you dispute any transaction made on the ONVOG website, your account may be placed on hold until the dispute is resolved. You agree that you will not attempt to evade, avoid, or circumvent any refund prohibitions in any manner with regard to the item(s) you purchase on the ONVOG website. Without limiting the generality of the foregoing and except as provided under “Returns” above, you will not dispute or seek a chargeback from the company whose credit card or method of payment you used to purchase item(s) on the ONVOG website. Should you do so, your order(s) may be canceled, and we may, in our sole discretion, refuse to honor pending and future purchases made from all credit card accounts or online accounts on which such chargebacks have been made and may prohibit all persons in whose name(s) the credit accounts exist and any person who accesses any associated online account or credit card or who otherwise breaches this provision from purchasing item(s) on the ONVOG website.

 

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