Our care program sets out how we deliver a fulfilling and hassle-free experience for every customer.
No seller lists on iRazzh without passing our onboarding verification: commercial registration, product category compliance, and identity checks. Every seller is held to that standard for as long as they sell with us.
Every seller agrees to accurate product descriptions, truthful photography, correct sizing and material information, and honest pricing.
We run a continuous quality monitoring system that evaluates every active seller against real performance data. That includes product ratings, fulfilment speed, return rates, buyer feedback, and dispute history, tracked against iRazzh Standards.
You have 14 calendar days from confirmed delivery to start a return on most products, provided the item is unused and in original packaging with tags attached. If the product was wrong, misdescribed, or defective, the return is free. For a change of mind, return shipping is at your cost, but the window is always there.
All card and digital wallet transactions run through a secure environment, and your full card number is never stored on our systems. We support Mada, Visa, Mastercard, Apple Pay, STC Pay, Tabby, Tamara, and Cash on Delivery.
Email, live chat, and phone support, every day of the week. We acknowledge within 24 business hours, complete initial review within 2 business days, and resolve within 5 to 7 business days; complex cases within 14.
When something isn't right, here's how to tell us.
Open your iRazzh account and navigate to My Orders from your profile menu.
Find the relevant order and tap Report an Issue on the order detail screen.
Tell us what went wrong in your own words. Attach photos of a damaged item, incorrect product, or packaging issue if you have them; more detail helps us act faster. Or email support@irazzh.com.
Once submitted, your case goes straight to our Care team. We review all reports within 24 to 48 business hours.
You'll hear from us by email and in-app notification with a clear outcome: replacement, refund, seller action, or further investigation. We don't close a case without a resolution.
Not satisfied? Escalate it, and our senior Customer Experience team picks it up within 5 business days.
At iRazzh, every concern raised helps us improve. We review patterns, hold sellers accountable, and update our standards based on what our community tells us.
