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Shipping & Delivery

Last updated: 10 October 2026

This Shipping and Delivery Policy applies to orders placed through thelightstep.com.

Delivery Area

We deliver to supported locations throughout the Kingdom of Saudi Arabia.

Delivery availability may depend on:

  • City and district
  • Courier-service coverage
  • Product availability
  • Complete address information
  • Selected payment method
  • Operational conditions

Available shipping options and charges are displayed during checkout.

Estimated Delivery Times

Our usual estimated delivery times are:

Jeddah: Approximately 1 business day
Riyadh: Approximately 2–3 business days
Other areas of Saudi Arabia: Approximately 2–4 business days

Most orders are delivered within approximately four business days.

These are estimates and not guaranteed delivery dates. Delivery may take longer during:

  • Public holidays
  • Weekends
  • Major promotions
  • Seasonal sales
  • High-order-volume periods
  • Severe weather
  • Remote-area delivery
  • Courier interruptions
  • Address-verification delays
  • Circumstances outside our reasonable control

Order Processing

Orders are processed after:

  • Payment approval
  • Inventory confirmation
  • Address verification
  • Security or fraud checks where required

Orders placed outside working hours may be processed during the next working period.

Delivery Partner

Orders are delivered by our courier partner iMile.

Shipping Charges

Delivery within Saudi Arabia costs SAR 20. Delivery is free on orders of SAR 199 or more (the products’ total after discounts).

Cash-on-delivery orders have a SAR 25 cash-on-delivery fee, even when delivery is free.

The exact delivery charge is always shown at checkout before payment.

Cash on Delivery

Cash on delivery is available everywhere we deliver in Saudi Arabia.

A cash-on-delivery fee of SAR 25 is added to the order, even when delivery is free.

To confirm a cash-on-delivery order, we send a one-time code to your mobile number (SMS or WhatsApp) at checkout.

The amount to pay is shown at checkout and in your order confirmation; please have it ready when the courier arrives.

Order Tracking

Once an order has been dispatched, tracking information may be provided through:

Tracking information may take several hours to update after the parcel is handed to the courier.

In My account, you can sign in with your mobile number (code by SMS or WhatsApp) or your email address to see your orders and tracking, cancel an order before it ships, start a return or exchange, and see your wallet balance.

Customer Responsibilities

Customers must provide accurate and complete information, including:

  • Full name
  • Valid mobile number
  • Email address
  • City
  • District
  • Street and building details
  • Postal code where applicable
  • National-address information where required
  • Delivery instructions where necessary

Customers are responsible for responding to reasonable courier contact attempts.

Incorrect or Incomplete Addresses

The Light Step is not responsible for delays caused by incorrect, incomplete, or outdated information supplied by the customer.

Customers should contact us immediately when an address correction is required.

We cannot guarantee that an address can be changed once the order has been packed, assigned to a courier, or dispatched.

Additional charges caused by redirection, address correction, or re-delivery may be payable by the customer.

Failed Delivery Attempts

An order may be returned to us where:

  • The customer cannot be contacted.
  • The customer does not answer courier calls.
  • The delivery address is incomplete or incorrect.
  • The customer is unavailable after reasonable delivery attempts.
  • The customer repeatedly reschedules delivery.
  • The customer refuses the shipment.
  • The courier cannot access the delivery location.

Re-shipping charges may apply where an order is returned because of incorrect customer information, customer unavailability, refusal, or unsuccessful delivery attempts.

Delivery Confirmation

An order may be treated as delivered where the courier confirms delivery to:

  • The customer
  • A person present at the stated address
  • Reception staff
  • Building security
  • An authorised representative
  • Another location authorised by the customer

Please contact us promptly if tracking shows the order as delivered but it has not been received.

Damaged Parcels

Where possible, inspect the outer packaging upon delivery.

If the parcel appears damaged:

  1. Take photographs before opening it.
  2. Keep the outer packaging.
  3. Keep the shipping label.
  4. Photograph the product box.
  5. Photograph the product and any damage.
  6. Submit a request through our Returns Portal.

Returns Portal:
accounts.thelightstep.com/returns

Returns After Delivery

To request a return or exchange after receiving an order, submit the request through our online Returns Portal within seven calendar days of delivery:

accounts.thelightstep.com/returns

Return pickup is free, and your first exchange on each order is free. Further exchanges on the same order cost SAR 25. See our Returns and Exchanges Policy for details.

Please do not refuse the shipment as a substitute for submitting a return request.

Please do not send the product back by yourself. Your request is confirmed immediately, and iMile will contact you to collect the product free of charge. Products sent without a request may be rejected.

Delivery Support

Email: support@thelightstep.com

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