Replacement & Return
You have 15 days
You may ask for an exchange or a return within 15 days, counted from the day your order was delivered to you, or the day you collected it from one of our branches. After 15 days the request can no longer be accepted.
The easiest way to start is from your account: open My account, find the order, and use the Return or exchange button. It shows how many days you have left. You may have one open request per order at a time.
Every request is reviewed by our customer service team first. Sending a request does not approve it. Please wait for our approval email before sending anything back or bringing it to a branch.
Conditions
The following conditions are required for the acceptance of an exchange or return request:
- The request is made within 15 days of receiving the order.
- The product must be unused and in its original condition.
- The original packaging, tags, and brand labels of the product must be included.
- The original purchase invoice must be provided.
- Prior approval from customer service must be obtained before sending the product.
Included products
The exchange and return policy applies to all LACALI products available through the website, with the exception of socks, underwear, men's pajamas, and thermal wear.
Sale and discounted items
Items bought on sale or at a discount can be exchanged or returned under the same 15-day window and the same conditions as any other product. A reduced price does not remove your rights.
Where a discount was applied to the order as a whole, or where items were bought together as part of a “buy one, get one” offer, the refund is calculated on the price you actually paid for the item being returned, not its original ticket price.
Products not eligible for exchange or return
- Any product that has been used, worn, washed or damaged after receipt.
- Products without their original packaging, tags or invoice.
- Requests made more than 15 days after the order was received.
How to exchange or return
You can complete the exchange or return process by visiting one of LACALI branches within Saudi Arabia, or by contacting customer service to arrange product collection by a shipping company. Orders shipped internationally from outside Saudi Arabia can only be returned, not exchanged.
Refund mechanism
Electronic payment: if payment was made via bank card or electronic payment methods, the amount will be refunded to the same payment method within 7 business days after the product is received and inspected.
Store credit is not divisible and must be used in one transaction.
Receiving a damaged or non-conforming product
If you received a damaged product or one that differs from your order, please do not use it and contact us immediately via email: support@lacali.sa. Our team will arrange the return or exchange process without any additional charges.
Important notes
- Please ensure the integrity of the package upon receipt.
- If there is damage or tampering with the packaging, it is preferable to refuse to receive the shipment and contact us directly.
- No exchange or return request can be processed without the original invoice.
- Customer service must be contacted and approval obtained before sending any product.
Reminder
LACALI branches are available only within Saudi Arabia, while shipping services are available within the Kingdom and Gulf countries to ensure our products reach you wherever you are.