Last update on 20-9-2024
Our website: https://lana-designs.com
We are an online store registered by the Saudi Business Center with a number: 0000131781
Lana Design® is a registered trademark
We specialize in clothing and embroidery or printed garments such as but not limited to embroidered/printed veils, scarves, abayas, prayer shawls and T-shirts. We are proud to offer high quality products.
Comments
When visitors leave comments on our site, we collect the data described in the comments form, as well as the visitor’s IP address and browser proxy string to help detect spam.
Media
If you upload photos of yourself or any media to our site, we recommend that you delete your own data from the photos before uploading them, such as embedded location data (EXIF GPS). Site visitors can download and extract any location data from images on the website.
Cookies
If you leave a comment on our website, you can enable your name, email address and website to be saved in cookies. These are for your convenience so that you don’t have to fill in your details again when you leave another comment. These cookies will last for a period determined by us to maintain the quality of our service.
If you visit our login page, we will set a temporary cookie to determine if your browser accepts these cookies. This cookie does not contain any personal data and is discarded when you close your browser.
When you login or register, we also set several cookies to save your login information and your display screen options. Cookies for login information and cookies for display screen options last for a period of time to be determined by us. for example You might remain logged in for two weeks or more when you select “Remember Me”.
An additional cookie will be saved in your browser if you edit or publish an article. This cookie does not contain any personal data and simply indicates the ID of the article you have edited.
Embedded content from other websites
Articles on this site may include embedded content (e.g. videos, images, articles, etc.). Embedded content from other websites behaves in exactly the same way as if the visitor had visited the other website.
These websites may collect data about you, use cookies, embed additional third-party tracking, and monitor your interaction with that embedded content, including tracking your interaction with embedded content if you have an account and are logged in to that website.
Who we share your data with
We limit the sharing and use of personal data to the necessary extent with our partners and third parties: For example, we transfer or disclose your personal data such as name, address, email address and order details to third parties such as shipping companies, couriers and payment gateways in order to complete the purchase and deliver the order to your address.
We share your personal data by transfer or disclosure: Such as social media accounts, emails and mobile numbers with marketing service providers to send you marketing messages, offers and new products (of course, you can opt out of marketing services by contacting customer service with the email address shown on the Contact Us page).
If you request a password reset, your IP address will be shared and included in the reset email you receive.
What we collect and store
When you visit our website, we will keep track of, for example:
- The products you have viewed: We will use this, for example, to show you products you have recently viewed or similar other products.
- Location, IP address and browser type: We will use this for purposes such as estimating taxes, shipping cost and anti-fraud.
- Shipping address: We will ask you to enter this so that we can, for example, estimate the shipping before you place the order, and send the order to your address!
We will also use cookies to track the contents of your cart as you browse our site.
We collect your personal information during the checkout process to support and finalize the order on our store, support from payment gateway service providers and to complete the checkout process or refunds and shipping to your address.
When you purchase from us, we will ask you to provide information including your name, billing address, shipping address, email address, phone number, credit/payment card details, and optional account information such as user-name and password. We will use this information for purposes such as:
- Sending you information about your account and order
- Respond to your requests, including refunds and complaints
- Payment processing and fraud prevention
- Set up your account in our store.
- Comply with any legal obligations we have, such as calculating taxes.
- Optimize our store offerings
- Sending you marketing messages. You can choose to opt out.
If you create an account, we will store your name, address, email and phone number, which will be used to process payment for future orders.
We typically store and use personal information for as long as we need the information for the purposes described in this policy, but we are not required to continue to retain it. For example, we will store order information for as long as we specify for purposes such as tax and accounting. This includes your name, email address, billing and shipping addresses.
We may also store comments or reviews if you choose to leave them in our site. Since ratings, comments and reviews of what customers think of the products will be published, they are considered public information available to everyone after its publication.
Who has access to your data in our team
Our team members have access to the information you provide. For example customer service, administrators and store managers alike can access:
- Order information such as what was purchased, when it was purchased, and which address it should be sent to.
- Customer personal information such as your name, email address, billing and shipping information.
Our team members access this information to help fulfill, process and refund orders and support you.
What we share with others
We share your personal information with third parties who help us fulfill our orders, store services for you, process payments, ship and deliver orders. and market our products.
This includes personal customer data such as name, address, email address, social media accounts, contact numbers, and ordering information.
Payments
We accept payments through various payment gateways and options as described when you make your payment and purchase our products. When processing payments, some of your data will be passed to the payment gateways responsible for processing the payment (e.g., Tabby, Tamara credit cards, Apple Pay), including information necessary to process or support the payment, such as aggregate purchase and billing information.
You can separately see and review the privacy policy of the payment gateway used that processes or supports the payment.
How long we keep your data
Comments, reviews and Ratings: If you leave a comment or rating about our product, the comment and its metadata will be retained for as long as we need. This is for purposes such as recognizing and automatically approving any follow-up comments rather than keeping them in a review queue for approval. Hence these comments will be published on our site it will be public knowledge. However the user can contact us by email if he/she wishes to delete the comment.
For users who have registered on our website, we store the personal information they provide in their user profile for as long the customer account is not deleted. All users can view, edit, update or delete their personal information or delete their account at any time (except that they cannot change their user-name but they can delete it and re-sign up with a new user-name). Website administrators can also see and edit this information. we keep these data for purposes like having the data ready for future orders.
What rights you have over your data
If you have an account on this website, or have left comments, you can contact us and request to receive an exported file of the personal data that we have about you, including any data you have provided to us. You can also request that we delete any personal data we hold about you. This does not include any data we are obliged to keep for administrative, legal or security purposes.
If you have any objection to our Privacy Policy or how we process your personal data, then you must not agree to this policy, do not register an account with us, and do not provide us with your personal data. If you have previously provided us with your personal data, you can contact customer service and request that we delete your personal data that we hold.
The customer may at any time contact us at the customer service email address shown on the Contact Us page and exercise any of these rights:
1: Right to Know and obtain the record about the personal data we keep: the customer can request a copy of his/her personal Data we retain.
2- The right to amend, Edit or Update: the customer can contact us for editing, updating or correcting his/her personal Data.
3- Right to Delete personal Data: the costumer can request complete Delete of his/her personal Data that we have.
4- Right to Change and cancel the approval for personal data processing: the Customer has the right to withdraw and cancel his approval for the personal Data processing at any time or even request complete deletion of his/her personal Data by contacting the customer support email.
Before registering with us, the customer must review separately the privacy policies of the other parties with whom we deal and share your data with for the purpose of completing the service, which are, for example: the shipping company used, such as smsa, SPL, or Aramex, or the payment gateway through which the customer will pay. If the customer is not completely satisfied with the policies of these parties, he will refrain from registering with us.Because these parties services are necessary for the purpose of providing our services and delivering our products.
Return Policy
Last updated on 1-9-2024
Terms and conditions of the Return and Cancellation policy. and partial or full refund:
A return or a cancellation can be requested simply because the customer wishes to do so, the terms and conditions of the return or cancellation policy outlined on this page must be applied and enforced on each and all requests as follows:
1- The agreed method for submitting a cancellation or return request: By contacting customer service by WhatsApp 0534225664 and email: support-main@lana-designs.com
Order Cancellation and full refund:
2. The customer has the right to submit a cancellation request within a maximum of 4 hours from (time of payment), at which point we will activate a full refund. .
- Note: After 4 hours of payment, the order cannot be canceled but can be returned after the product reaches the customer (terms and conditions of the Return Policy apply).
Return of product with partial or full refund:
- 3- The return request must be submitted within a maximum of 48 hours from the time the order is delivered.
- 4- The product must be in its original condition, in its original packaging, with the brand label and card attached to the Product and unwashed.
- 5 When the customer receives our message to return the product to the store for inspection: The customer (buyer) must deliver the product to the shipping company.
- 6- Shipping cost to the customer and COD cash on delivery fees are: Non-refundable. (Except if the product does not match the order: for example, a scarf arrives and a T-shirt was ordered).
- 7- Return shipping cost: To be borne by the customer (buyer), for every two kilograms or less is : SAR 50 for returns from within Saudi Arabia. And SAR 99 for returns from the rest of the Gulf countries. It is deducted from the amount paid. (Except if the product does not match the order: for example, a scarf arrives and a T-shirt was required).
- 8- Important Note: After our inspection of the returned product , if we do not accept the return under the terms and conditions of the return policy, (e.g: If we discover and decide that the returned product is not in its original condition, or is in used condition), in such case we will store the returned product and the customer is entitled to pay the cost of a new shipping expenses (within 60 days from the date we received the product) and the product will be shipped back to the customer in the same condition. The cost of a new shipment to the customer’s address for every two kilograms or less is : SAR 50 for shipping within Saudi Arabia. And SAR 99 for shipping to the rest of the Gulf countries. (Note: After sixty days, we do not keep storage of the returned product, so the customer can not get it back nor get refund).
9. Refund Amount:
- Refund time: After we examine the product and accept the return, the refund will be activated within two working days from the date the product delivered back to us, (Friday and Saturday are not working days). How long it takes to receive your refund depends on your bank system and your payment method at the time of purchase.
- Refund method: are made in the same method as payment. In some rare cases, we may issue a refund via bank transfer to the same entity that made the payment (e.g.if cash payment was used at purchase).
10- No Return, No Exchange for the following:
- No returns and no exchanges: In products such as veils, scarves, Niqabs, khimar, masks, head coverings, underwear and some accessories (for health concerns and as per consumer protection regulations). . .
- Any product that has been customized or modified or made as per the customer’s request can Not be returned nor exchanged. We will clearly indicate in the Description that it is a customized or customer-designed product. (For example, the customer chooses an embroidery pattern to be placed on a T-shirt of specific size).
- A product purchased as part of a set or a group cannot be returned: You must submit a return request for the entire set or group.
- Discounted products and offers cannot be returned nor exchanged.
11- The following can be returned:
- If a product arrives that does not match the written description specification or has a manufacturing defect. Customer Service must be contacted within 48 hours from the product delivery time, and photos of the product that we may request from the customer must be attached to process the return request. Note: After 48 hours of receiving the product, the product is considered intact and conforms to the description and specification.
- Non-conforming product: A product that you received that does not match the written order specifications at the time of purchase (e.g. a T-shirt arrives and the order was a scarf. or Size (Large) arrives and the order was size (Medium).
- Manufacturing defect: note (Excess threads are not considered a manufacturing defect, they can be removed or cut with simple scissors), (some types of embroidery require a lining on the back-side of the fabric to support the embroidery area, that is Not considered manufacturing defect)
- in the event we discovered and decided that the product does not meet the written specifications of the order or has a manufacturing defect and is returned to the store in its original condition, the store’s responsibility will be limited to accepting the return and thus activating a full refund of the amount paid within two working days from the date the product arrives back at the store (Friday and Saturday are not working days). The store also bears the cost of the return shipping cost. The customer (buyer) must hand over the product to the shipping carrier when contacted by us or by the shipping carrier.
Exchange:
1- No exchanges , but you can return (return policy and conditions apply). Then you can buy the replacement product or any other product as you wish.
Modify the Return policy:
We reserve the right to amend or change our policies without notice. However, such amendments will not apply retrospectively to any completed order that was paid prior to the change in our policy.
Shipping Policy
1- The time it takes to process your order before it is shipped:
From two to ten working days depending on the nature and quantity of the order.
2- Shipping and carrier we use:
We currently use smsa. We may later introduce other shipping companies.
3- The time required for the shipment to reach your address:
It depends on the shipping company (usually within three days after the order is processed and shipped).
4- If the customer provided wrong information, such as wrong address:
The customer is responsible for entering his/her data correctly and for any consequences of wrong entries . The store does not bear any responsibility resulting from this, such as late arrival or loss of the shipment or the shipping costs and re-shipping return costs.
5- What happens if the customer did not receive the shipment despite the shipping company’s attempt to contact the customer to deliver the product?
The customer bears the cost of the return-shipping back to the store in addition to the original shipping cost to customer, after these deductions the partial refund of the remaining amount is activated within two working days from the date of arrival of the shipment back to the store. The cost of return-shipping back to store for every two kilograms or less is: SAR 50 for returns from within Saudi Arabia. And SAR 99 for returns from the rest of the Gulf countries.
- This includes all reasons why the customer did not receive the shipment, such as (but not limited to): customer not responding to the shipping company’s communication, incomplete address, or if the customer did not pay the customs fees or any other fees imposed on the shipment by the governmental authorities in his/her country.
6- Additional benefits on the bill of lading:
Some shipping companies offer additional services and benefits such as insurance and indemnity guarantees for shipments, signature delivery, and identity verification of the recipient. If the customer wishes to obtain any of these additional services, he/she must contact our customer service (via WhatsApp before paying for the order). We will contact the shipping company and estimate the cost of the additional service, if applicable, to be paid by the buyer along with the shipping fees.
7- The shipment arrives damaged due to the shipping company fault:
The shipping company must be notified and all claims for damaged shipments must be submitted no later than forty-eight (48) hours from the time of shipment delivery, and failure to comply with these period will forfeit the right to claim compensation for the damage.
The customer must keep the shipment and its contents in the condition in which he received it, until it is examined by the shipping company and recovered back.
8- Delay in shipping transit or loss at delivery:
The store is not responsible for any consequences of the shipping company’s delay in delivering the order. It is the customer’s responsibility to contact the shipping company and find out their policy. The store will cooperate with the customers by contacting the shipping company as well.
The store is not responsible for loss, late delivery or damage as a result of (customer) providing false information, or the Carrier not being able to contact the customer or because the address is incomplete or incorrectly entered by the customer.
9- Changes or Modification of Shipping Policy:
We reserve the right to amend or change our policies without notice. However, such amendments will not apply retrospectively to any completed order that was paid prior to the change in our policy.
The Language:
Arabic is the default and the accepted language in case of any disputes/differences in translations.
