Here you will find answers to all your inquiries about shipping and delivering your orders from the Hikayat Child Store.
To make your shopping experience easy and enjoyable, we've gathered everything you need to know about shipping, costs, and available options before you confirm your order.
The total time it takes to receive your order depends on two factors: the order processing time and the delivery time, which depends on your geographic location.
- Delivery within Jeddah: We offer same-day preparation and delivery service.
Orders placed before 6:00 PM will be processed and delivered to you the same day.
Orders confirmed after 6:00 PM will be processed and delivered to you the next business day.
- Delivery outside Jeddah: Orders confirmed before 11:00 PM will be processed and delivered to the shipping company on the same day.
- Makkah, Taif, Yanbu, Madinah: Delivery time is 2 to 3 working days.
- Rest of the Kingdom's cities: Delivery time is from 3 to 5 working days.
We offer a flat, flat shipping fee of 28.75 (tax included) for all orders to all parts of the Kingdom.
Note: If you choose the “Cash on Delivery” service, a service fee of 16.01 Saudi riyals (including tax) will be added, separate from the shipping fee.
Yes, of course. As a courtesy of our customers, we at Hekayat Child are pleased to offer free shipping on all orders of 399 or more.
We provide you with multiple easy ways to track the status of your order:
- Delivery within Jeddah: You can check your order status directly through the "My Orders" page in your account. When the status changes to "Delivering," it means the order is with our representative and on its way to you.
- Delivery outside Jeddah: Once your order is delivered to the shipping company, we'll send you a notification via WhatsApp and email containing a direct link and tracking number, allowing you to track your shipment's progress step by step.
In general, you can always check the latest status of your order by visiting the "Orders" section in your personal account on the Hikayat Child Store.
All orders shipped within the Kingdom of Saudi Arabia are exempt from customs duties. The price you see on the product page and at checkout is the final price, including VAT.
Cash on Delivery is an additional option we offer our customers, and it incurs a service fee of 16.01 (tax included). This fee is added to the total order cost (product value + fixed shipping fees). To avoid this fee, simply choose one of our secure electronic payment methods (Mada, Visa, Mastercard, Apple Pay).
We ensure your order arrives wherever you are. Our network of shipping partners covers most areas of the Kingdom. In limited cases where the shipping company classifies it as a "remote area," one of two solutions may be implemented to ensure you receive your order: either sending a link with your precise location for delivery, or delivering the shipment to the nearest branch of the shipping company in your area, where you will be notified to collect it.
Currently, our shipping and delivery services cover all cities and regions within the Kingdom of Saudi Arabia. We are working to expand our services to include the Gulf countries and other international destinations in the future.
Yes, we are happy to offer our customers in Jeddah a "pick-up from branch" service outside of seasonal periods. You can follow these steps:
1- When completing the order, choose “Pick up from branch” as the shipping option.
2- Choose the branch that suits you best from our list of available branches (Al Shatea, Al Tahlia, Al Basateen).
3- After confirming the order, please wait for an SMS message stating that “your order is ready for collection at your chosen branch.”
Important Note: To ensure a smooth experience, please do not visit the branch before receiving a confirmation message that your order is ready.
We always ensure that all of your items are combined into one shipment to facilitate your delivery process. However, in exceptional cases involving very large items or items weighing more than 17 kg, they may be shipped in separate packaging to ensure their safety and ease of handling.
Don't worry about shipping costs for large items. In our belief in providing the best value to our customers, "Child's Tale" covers any additional shipping costs for large items. All you have to pay is the standard shipping fee of only 28.75.
Our team at Hekayat Child works throughout the week to process your orders to ensure no delays. However, the official working days for our contracted shipping companies are Saturday through Thursday, as Friday is an official holiday for shipping companies. Because we care about serving you, our customer service team is available to assist you and answer your inquiries seven days a week, including Friday and Saturday.
Because we care about your orders arriving on time, we've outlined our shipping policy during high-traffic periods and seasons to ensure the best possible experience.
To ensure your orders arrive on time during important occasions, we would like to clarify that due to the significant increase in order volume across the Kingdom during peak periods (such as holidays, Black Friday, and national holidays), shipping companies may face pressure, leading to potential delays in shipments. Therefore, we always recommend completing your orders early to ensure they are received before your desired event.
To ensure your order is received on time for any event, we recommend following these guidelines:
- Delivery within Jeddah: The Child's Story delivery team is flexible, as we continue to deliver orders every day leading up to the event and during the event itself.
- Delivery outside Jeddah: We strongly recommend placing your order at least 7 days before the event. This is because our shipping partners stop receiving new shipments 5 days before major seasons to focus on delivering existing orders. Therefore, any order placed during these five days will be automatically scheduled for delivery after the event.
Yes, to provide an additional and convenient option for our customers during busy seasons, we offer a "pick-up from branch" service exclusively from our Al Shatea branch in Jeddah.
1- When completing your order, select "Pick Up from Branch" as the shipping option. (The Beach branch will be the only option available during these periods.)
2- Complete your order, and our team will prepare it at the Beach branch.
3- Please wait to receive a text message (SMS) confirming that “your order is ready for collection” before heading to the branch.
Complying with this step ensures that your order will be fully prepared and waiting for you, saving you waiting time.
At Hekayat Tifl, we are committed to the highest standards of transparency with our customers. Any expected updates or changes to our shipping and delivery schedules during the seasons will be announced promptly and clearly through our official channels, which include:
- Prominent advertisements on the home page of our website.
- Specify the delivery time on the product page itself.
- Posts via our approved social media accounts.
Congratulations on your order! Now that you've completed your purchase, here are the edit mechanisms approved by Child's Tale for handling edits.
It's always best to contact us directly. The Hikayat Child customer service team is your one-stop, dedicated point of contact. We'll coordinate and follow up with the shipping company to resolve any issues you may encounter, saving you time and effort and ensuring a prompt resolution.
Yes, we are happy to help you modify your order, whether it involves changing products, delivery information, or adding packaging. Modifications are available as long as the order status is "Processing" or "Processed." To initiate the modification process, please contact our customer service team directly.
When an order's status changes to "shipped" or "delivered," it is impossible to modify the order because it has already left our warehouse and is on its way to you. Therefore, you will have to "return the order," and it will be treated as a return. For return policies, visit the Returns and Refunds page below.
The mechanism depends on the status of the request:
- If the order status is "Processing" or "Processed": Please contact our customer service team immediately via WhatsApp or by calling 0503034958 to modify the address immediately before the order is delivered to the shipping company.
- If the order status is "Delivering" or "Shipped": A shipping company representative will contact you, and you will coordinate with them regarding delivery to a different address. In this case, the order may be delivered on the same day, slightly later, or it may be postponed to the next day if the representative is overwhelmed with orders.
Note: We recommend that you also inform our customer service team to facilitate the process and ensure that no problems occur with the shipping process.
Yes, you can request to cancel your order. The procedures and costs involved depend on the status of the order when we receive the cancellation request:
- If your order status is "Pending": You can easily cancel your order by contacting customer service, and you will not incur any additional costs.
- If your order status is "Delivering" or "Shipped": The order has already been handed over to a shipping company representative and cannot be stopped. You can refuse to accept it upon arrival, and the order will be considered "returned" to us.
Cancellation costs after shipment:
- If the cancellation is due to an error on the part of the Child's Story team, we will bear all shipping and return costs.
- If the cancellation is due to your personal desire without any fault on the part of the Child's Story team: unfortunately, you will bear the cost of shipping the order to you in addition to 50% of the shipping cost of returning the order to us.
We apologize for any inconvenience you may encounter. In this section, you'll find clear answers and quick solutions to most of the issues that may arise during your order delivery.
We sincerely apologize for any delays to your order. While we deliver all shipments to our shipping partners within one business day, occasional delays beyond our control may occur. At Child's Tale, we consider your order our responsibility until it arrives safely. Therefore, please contact our customer service team directly, and they will follow up immediately with the shipping company to ensure the issue is resolved as quickly as possible.
Currently, shipping companies' systems do not allow you to specify a specific delivery day and time in advance. The daily delivery route is determined by the shipping company's representative. However, to ensure a smooth experience, the representative will usually contact you before arriving to arrange pickup at a time that suits both of you during the day.
At Hekayat Child, we partner with a select group of trusted shipping partners in the Kingdom to ensure your orders arrive quickly and safely.
Aramex
SMSA
-WePik
Our delivery days vary based on your location to provide you with the fastest service possible:
- Delivery within Jeddah: Our delivery service is available 7 days a week.
- Delivery outside Jeddah: Deliveries are made via our shipping partners seven days a week, from Saturday to Thursday. Friday is an official holiday for them, in addition to other official holidays.
We're sorry to hear about this, and we're here to resolve the issue. In this rare case, please contact our customer service team immediately. We will open a formal investigation directly with the shipping company. If a shipment is confirmed lost, the Hekayat Child team assumes full responsibility and gives you the option of resending a new order or receiving a full refund.
The delivery representative will contact you before arrival. You can coordinate with the representative directly using one of the following options:
- Leave the order at your door: You can authorize the representative to leave the shipment at your door after providing him with the verification code that you will receive via text message.
- Change delivery address: You can request delivery to another nearby address. (This may result in a short delay in delivery depending on the courier's schedule.)
- Change the delivery date: You can agree with the representative on a new date that suits both of you on another day.
- Pick-up from a shipping company branch: You can request to deposit the shipment at the nearest branch of the shipping company so that you can pick it up yourself later.
If the representative contacts you and you inform him that you refuse to receive the shipment, the representative will return the order to our warehouses. The order will then be considered "returned" and the following procedures will apply to it:
- Prepaid orders: The amount paid will be refunded to your account after deducting the original shipping fee plus 50% of the return shipping cost. Refunds will be processed within 14 business days, although the time it takes for the amount to reach your account depends on your bank's procedures.
- Cash on Delivery Orders: The “Cash on Delivery” feature will be automatically removed from your account, and this option will not be available to you for future orders.
The shipping agent returns the order to our warehouse when they are unable to contact you after several attempts. Our team reships the order based on the payment method you used:
- Prepaid orders: Please contact our customer service team, and they will gladly resend your order to you at no additional cost.
Cash on Delivery Orders: To resend an order, you must first prepay the order using one of the online payment methods. You can contact customer service to arrange payment and reshipment.
In addition to the basics, we offer some additional services and details that may interest you and make your experience with us better and more distinctive.
Yes, of course. We're happy to help you add a special touch with our professional packaging service. We offer the following options, which you can select directly from the product page:
- Basic Packaging: A free service of elegant and gift-worthy packaging that we provide to all our customers.
- 3D Packaging: Luxurious and distinctive packaging at an additional cost of 9.5 Saudi riyals (including tax) for each product.
Add a gift card: You can also include a gift card with every order for free. Simply type your desired phrase in the designated field on the product page.
It is very simple and is done through the product page itself before adding it to the cart:
1. Choose your preferred packaging option (Free Basic or 3D).
2. Enter your personalized message in the "Gift Card" field to be printed and included with the gift. Once you complete these steps, our system will treat the order as a gift, and our team will take the necessary action.
Rest assured. When you choose to send your order as a gift, we take every precaution to ensure price confidentiality. No paper invoice is included inside the box, and our team removes price tags from all products before packaging.
Yes, it is handled with care. The delivery representative will contact the recipient's number you provided in the shipping information to arrange delivery. We recommend entering the recipient's information (name and mobile number) accurately. You can also add a note in your order stating that the shipment is a gift. We will do our best to communicate this information to the shipping company.
