Frequently Asked Questions

Have a question? We've gathered answers to the most common questions our customers ask here. If you can't find your answer, feel free to contact us.

Is payment through the website secure?

Yes, absolutely. We use trusted and approved electronic payment gateways in Saudi Arabia (such as Mada, Visa, Mastercard, and Apple Pay). All your financial data is encrypted, and your credit card information is not stored with us.

Where are orders shipped from?

All our orders are shipped directly from our warehouses in Saudi Arabia, ensuring fast delivery and reliability.

How can I track my order?

Once your order is shipped, we will send you an email containing your J&T Express tracking number. You can use this number on their website to check the status of your shipment and its current location.

Are the displayed prices inclusive of tax?

Yes, all prices displayed in the Kenzuu store include the 15% Value Added Tax (VAT) mandated in Saudi Arabia. No additional tax fees will be added at checkout.

What should I do if I don't receive an order confirmation email?

First, please check your "Spam" folder in your email. If you still don't find the message, please contact us via WhatsApp or email, and we will check your order status and provide you with the details.

How long does delivery take?

After your order is processed within 1-2 business days, J&T Express usually takes 1 to 3 business days to deliver the shipment to your doorstep in any city within the Kingdom.

How can I modify or cancel my order?

If you wish to modify or cancel your order, please contact us as soon as possible via WhatsApp or email before the order is prepared and handed over to the shipping company.

What is the return policy for underwear?

For hygiene reasons, we do not accept returns or exchanges for underwear products once they have been opened or tried on, unless the product is damaged. For more details, please refer to our Return Policy.

Is the National Address mandatory?

Yes, to ensure your shipment arrives, the National Address (the 8-character short code) is essential. Please enter it accurately in the "National Address (Short Code)" field when completing your order.