Question 1

How can I request an invoice for an order?

Accepted Answer

Online purchases You can select the “I want an invoice” option before finalising the purchase. Two options are available: billing details are the same as personal details, or you can add new billing details. Purchase in physical stores When paying at the till, you must request the invoice from our store staff. Please note that once the purchase has been made, the details cannot be altered.

Question 2

How can I recover my store receipt?

Accepted Answer

You can find your receipt for an in-store purchase that was paid by bank card. For this, we’ll need you to enter the reference of the item you want to return and the last four digits of the card used to make the purchase*. To find your purchase receipt, click here. If you paid in cash, please contact us. *If you used your mobile phone to pay, the number may be different from your physical card.

Question 3

Payment methods

Accepted Answer

You can use any of the following payment methods: Visa, Mastercard, MADA, Cash on Delivery (Home delivery only) and OYSHO Voucher. If you pay by bank card, when you place the order, your bank will withhold the purchase amount, which will appear as a "pending amount” or a pre-authorisation. Once the order leaves the warehouse, the purchase amount will be charged and the pre-authorisation will be unblocked. If you’re unable to complete the purchase, please check the following: The details you have entered are correct and all fields have been completed. The card is valid and hasn’t expired. The card has not exceeded its credit limit or you’ve activated a limit for online purchases. If you are paying with a gift card, make sure that the card is activated, has sufficient balance and that you’ve entered the card number correctly (PAN). If you pay via payment on delivery, when requesting a return, the refund will be made via a voucher. The Voucher itself features a barcode and a 16-digit number with a CVV. This has the same value as the return amount and you can use it both for online purchases (choosing Gift Card as payment method) and in-store.

Question 4

Secure shopping

Accepted Answer

One of our top priorities is the security of our customers when making any type of transaction through our website or app.That’s why we use the latest technologies available, to ensure that your payment details are processed in a secure enviornment. Our e-commerce platform has certifications for good practice in information security management, as well as compliance with the Data Security standards for the Payment Card Industry. These verify that we follow the most demanding recommendations and standards in the industry to provide you with a shopping experience within a private, complete and secure environment. In addition, according to the European PSD2 Regulation of 2021, you may be required to complete a verification step when paying with a credit or debit card during the purchasing process. There are several methods, the most common ones are based on verifying the payment through your bank’s app, on your mobile phone or with a temporary, one-time code. If you need additional information, please contact your bank.

Payments and invoices

Chat

Phone