Your account

Orders

Payment

Shipping & services

Click & Collect

Returns and refunds

  • Your account

    Learn how to register an account and update your personal details

     ​How do I register an account?

     Registering a Watsons account is so easy! Simply provide your details on our Register/Log in page. Click Continue and we'll send your Login code to your account.

    Can I change my email address?

    We’re sorry, but that’s not possible because your existing email address is linked to all your account details. If you’d like to use a different email address, then you’ll need to create a new Watsons account.

    Can I add a new shipping address or edit my existing address?

    Yes, of course! Just log in to your account, click Profile and go to Addresses. Now, you can add or edit your shipping addresses.

     What else can I do with my Order history apart from viewing past orders?

    Your Order history will give you plenty of information! This is where you can check in on current order statuses, access your digital receipts, print them or re-order previously ordered items.

    Can I shop without an account?

    Yes, you can, by choosing to checkout as a guest. However, we will still need a few details from you like your contact number and address, so we can process your order and know where to send it.

    I can't log into my account. What could be the reason for this?

    There are several reasons why you may face problems logging into your account: Make sure to login using the same email address that you registered with. If you’re still facing other problems signing into your account, our Customer Service team would be happy to help. You can get in touch through the Contact Us form on our website. You can also email us at care@watsons.sa and we'll assist you as soon as we can!

    What else can I do with my account?

    While you are signed into your account, you can also view your recent orders.

  • Orders

    How to cancel and track your order

    How can I browse or find a product?​

    Our website is designed to help you find specific products through different means. Use the search field You can search for a product throughout the website by indicating keywords in the search bar on the homepage and other pages on the website. Keywords you can use include the brand name, product name or product type along with details such as colour, size or other characteristics Pick a category You can also narrow down to a specific type of products by navigating through particular categories and sub-categories. You’ll find our main product categories on the top of the screen all throughout the website. Select filters and sorting When you’ve landed onto a particular list of products, you can further narrow down your search by selecting particular filters such as price, brand, product size, colour and more.  

    How do I place an order?

    Found the product you want? Follow these easy to place and order: Specify how many units of the product you want to order by entering a number in the quantity selector. You can also adjust the quantity by clicking the plus (+) or minus (-) buttons. Select Add to bag. From here, you can select Continue shopping to add other products to your order or Review & checkout to proceed to checkout. If you haven’t signed in to your Watsons account, you may do so while in Checkout. Alternatively, you can also register a Watsons account or checkout as guest. On the Information stage, select whether you’d like us to deliver to your address or you’d prefer to collect your order from our store. If you choose Delivery, make sure to indicate your correct delivery address and delivery contact number. If you choose Click & collect, Watsons The View Mall will be pre-selected for you. Choose how you’d like to pay for your order and indicate the required information. Review the product(s) in your bag and, if everything’s in order, select Pay now. You’ll see an order confirmation or Thank you page on the screen of your device with the details of your order.  

    How do I know if I have completed my order?

    When you get to our Thank you page with your confirmed order details, that means that you have completed your order. We will also send you an email to confirm that we have got your order.

    How can I check the status of my order?

    You can track your order from your Account.

     ​Can I amend my order after it has been placed?

     Unfortunately, you won’t be able to make changes to your order once it has been placed. Instead, you can use our free returns service to return your unwanted products. Note that you can return your product(s) within 30 days of your receiving them.

    Can I cancel my order?

    Yes, but only if your order is still being processed by us. To cancel your order, get in touch with us at care@watsons.sa. If your order has already been handed over to our delivery partner, you will not be able to cancel your order. You can instead use our free returns, which is within 30 days of you receiving your products.

    Why were products in my order cancelled?

    If some of your products were cancelled, this might be because they became out of stock after you placed your order or are already nearing their expiration date. If you paid online, we would have automatically started working on the refund of your cancelled products.

    My entire order was cancelled even if I didn’t initiate the cancellation. What happened?

    This could have been because we ran out of stock for your product(s) way too quickly. On the other hand, it may also be because we could not verify your online payment details. In this case, we would have automatically started working on your refund.

    How do I save products in my wish list?

    If you haven't decided about purchasing a product, don't fret. Just add the product(s) to your wish list while you think it over. Note, though, that we’ll only save your wish list for 30 days, so make sure to check back and place your order before then. You can access your wish list by selecting the heart icon at the top right corner of the homepage.

  • Payment

    Find out about our payment options, VAT and more

    What payment methods can I use?

    There are a number of payment methods to choose from including credit/debit cards, Mada, Apple Pay, Tamara and Tabby.

     Are your prices inclusive of VAT?

    Yes. All prices on our website are in local currency (SAR) and already include VAT.

    My order has just been canceled because there’s a problem with it. What happened?

    We’re sorry this happened, but your order was canceled because we couldn’t process your payment details. If you’d like to place a new order, please make sure to check the following details first to ensure your order goes through: The card details saved in your account must have the correct information — this could involve anything from the expiry date to your name Make sure you’ve entered the right security code — that’s the 3- or 4-digit number at the back of your card

    When is my Blue cashback credited?

    Blue cashback is credited only after order is delivered or collected.

  • Shipping & services

     ​Where do you ship in Saudi Arabia?

    We ship across Saudi Arabia - be it in Abha, Riyadh, Jeddah or Arar.

     What type of shipping services do you offer?

    We currently offer Standard delivery service which will take 1-3 business days within Riyadh. Delivery to other cities will take 5-7 business days.

    Can I get free delivery for my order?

    Delivery is FREE for orders SAR 100 and over. Otherwise, you will be charged SAR 20 for delivery.

    How will I know when my order is on its way to me?

    We will send you an email when your order has been shipped. We will also give you a call to arrange the most suitable time to deliver your order.

    Can I change my shipping address after placing an order?

    Yes, you can. Just email us at care@watsons.sa and provide the new shipping address you would like us to ship to.

    Do I have to present anything at the time of shipping?

    We might ask for a valid ID so please be ready to present either your National ID or passport.

    Can someone else receive my order on my behalf?

    Definitely! He or she will only need to present either their National ID, or passport.

  • Click & Collect

    Shop online and collect from our Dubai Festival City Mall Store

     What is Click & Collect?

    Click & Collect is a free service that allows you to shop on our website and then conveniently collect your order from our store in The View Mall.

     Do I need to pay an additional amount to use Click & Collect?

    Not at all! Click & Collect is a free service.

     How do I know when to collect my order?

    We will send you an email and SMS to let you know that your order is ready for collection. You can then head to our store to collect your order.

     How much time do I have to collect my order?

    From the time you receive our email and SMS notifying you that your order is ready, you will have 14 days to collect from Watsons The View store.

     What do I need to bring when collecting my order?

    You will be asked to present your order number (which you can show through the SMS or email we sent to notify you that your order is ready for collection) and your payment card used for the payment.

     Can someone else collect my order on my behalf?

    Yes, you can send someone else to collect your order for you. To help us make sure that we are releasing the order to the right person, we would need him/her to bring the following: An authorization letter written and signed by you A copy of your valid National ID, passport or driving license The order number (indicated in the order confirmation SMS or email we sent you) Valid National ID, passport or driving license of the person collecting A copy or the original payment card used for the purchase

  • Returns and refunds

    Find out about our hassle-free returns and refunds process

     ​How long do I have to return a product?

    From the time of shipping or collection, you will have 14 days to return your purchase, as long as it meets our return policy.

    What is the refund policy?

    We always work towards delivery that’s 100% accurate while ensuring that each product is in perfect condition when it reaches our customers. In case of errors, however, we’d be more than happy to give you a refund if the following conditions are met: A product(s) was found to be defective or damaged upon delivery An incorrect product was delivered A delivered product(s) is different from what was described online A product(s) was near its expiry or has already expired when delivered A product(s) was in the initial order but was not delivered

    What are the refund terms & conditions?

    All products for return must comply with the following terms & conditions: Product(s) must be in its original, unused purchase condition Packaging of each product must be unopened and not defaced in any manner Product(s) must be accompanied by a proof of purchase such as a receipt or tax invoice All paperwork, parts and accessories that was delivered with the product(s) must also be returned If the product(s) was purchased as part of a set, pack or bundle, all other product(s) in the set, pack or bundle must also be returned

    How will I receive my refund?

    We’ll offer your refund via your original payment method. If you paid online, your refund will be credited to the bank/credit card used for payment.  

    Are there any products excluded from the return and refund policy?

    Products that are labelled as non-returnable and/or non-refundable on our website cannot be returned and refunded.

     How do I return my products?

    We’ve made it as easy as possible to return any unwanted products. You can either return it at any of our stores in the KSA or arrange a pick up of your products. You can also send us an email at care@watsons.sa.

    If I have paid through my debit or credit card, how long would it take for me to get my refund?

    The whole process will take 2 to 3 weeks, starting on the day we notify you that we have received your product to your bank processing the return.

    Will I get my VAT refunded when I return products?

    Yes, you will. Just make sure to also present a proof of purchase, such as your receipt or tax invoice.

    When I return a product, will I get a refund for the shipping fee?

    Unfortunately, you will not be able to get a refund for your shipping fee. In case you need more clarification on this, you can send us an email at care@watsons.sa.

    I got refunded the wrong amount. What do I do?

    If you think you received your refund in the wrong amount, please get in touch with us at care@watsons.sa and we will be happy to help you.