Questions and Answers

Hereunder a list of common and frequently asked questions we have compiled from our customers. Please contact us if you have any question or need additional information.

General

What is the origin of your beautiful designs?

Shipping

How do you ship/deliver?
Is there any shipping alternative?
How do you charge for shipping?
How shipping is calculated?
How do you ensure quality of items delivered?
How do you pack for shipment?

Payments

How do I pay?

Ordering

Do I have to order a minimum quantity?
What if I can't find an item or can't add it to my cart?
How long will it take for me to receive my order?
Can I track my order?
How do I modify/cancel my order?
What is your policy on returns and exchanges?
What if I don't receive my order?
What if my order is incomplete/incorrect?
What if my order arrives damaged?
Items I ordered doesn't look like what I had in mind?

Others

Can I make a special request or item customization?
Why to register an account with you?
I forgot my account password?
I changed the e-mail address used in my account?
How to edit my account information?
Do you keep my personal information? will you give it out?
Do you do whole Sale?


What is the origin of your beautiful designs?

All our products are designed by our talented designer LinaLama Burgan. Lina is inspired in her work by old Jordanian folklore in embroidery and sewing skills. Local artisans working with fabrics of the region produce our top quality finished items at our own workshops.

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How do you ship/deliver?

We ship with Aramex, a first class international courier Door to Door delivery service.

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Is there any shipping alternative?

Sorry for now, we will be checking other shipping alternatives in near future.

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How do you charge for shipping?

Please read our Shipping and Delivery page for details.

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How shipping is calculated?

Please read our Shipping and Delivery page for details.

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How do you ensure quality of items delivered?

Please be certain that the quality assurance procedures we undertake are serious and very strict. Beside the fact that we ship with a first class courier service that guarantee quick and safe delivery.

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How do you pack for shipment?

As we are dealing with soft items made of fabrics we wrap each item in a sealed plastic bag to prevent any moisture of reaching the product before putting it in another fabric or cellophane envelope.

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How do I pay?

You can easily pay using your credit card after checkout.

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Do I have to order a minimum quantity?

No. You can order any available quantity you want.

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What if I can't find an item or can't add it to my cart?

We produce in small quantities as it is handicrafts, so items that you want to buy today might be out of stock the day after. But in such case, please contact us and we will help.

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How long will it take for me to receive my order?

We ship in 24 hours from receiving payment confirmation. All our shipments are sent from our stores in Amman - Jordan so you should receive your order depending on the shipping method that you choose. Courier door to Door would need around 7 to 9 days while parcel registered airmail (when available) needs 2-4 weeks to reach your address.

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Can I track my order?

Yes, tracking number & instructions will be provided to you if supplied by the courier service.

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How do I modify/cancel my order?

Simply send us an e-mail to modify or cancel your order before we ship it (usually 24 hours after receiving bank's authorization on payment). We will contact you back and see how we can assist.

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What is your policy on returns and exchanges?

As we ship from Amman - Jordan, shipping back to us may be costly for you. If you are ready to pay for it both ways and you make sure that we receive the items in perfect condition, we don't mind exchanging the product for you.

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What if I don't receive my order?

This would be abnormal situation as we ship with a first class courier service! But you can easily track your order (explained in order confirmation we send to you), or you can always contact us.

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What if my order is incomplete/incorrect?

We double check orders and shipments. But in case you receive incomplete or incorrect order:

1- Post us at support@alburgan.com no more than 3 days from receiving it.
2- Ship it back.

And we will reimburse you for the shipping costs and send you your correct order at no extra charge of course.

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What if my order arrives damaged?

If the package is damaged, please do not accept it and inform us via e-mail as soon as possible. We will check with the courier service. If items are damaged, post us at support@alburgan.com no more than 3 days from receiving it, then ship it back. We will reimburse you for the shipping costs and send you your correct order at no extra charge.

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Items I ordered doesn't look like what I had in mind?

We worked hard to make items' images as same as real. If there is any difference, items should be better than its images! If you think opposite is true, please contact us.

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Can I make a special request or item customization?

Yes, of course. And we have a lot of customized orders at our showroom. Let us know what you want and we will come back to you with our suggestions, production time needed, and a cost estimate. Contact us at info@alburgan.com.

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Why to register an account with you?

Every time you come back to buy one or more of our nice items, we use your free account so not to waste your time filling your information again and again. Your account will hold your information in a safe place. See our Privacy Policy.

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I forgot my account password?

Simply, browse to our Forgot Your Password form and submit your e-mail address. You will receive an email message with the instructions to reset your password.

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I changed the e-mail address used in my account?

Contact us and we will help in changing your email address.

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How to edit my account information?

Simply log in to your account and make the required changes.

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Do you keep my personal information? will you give it out?

We will never ever exploit your privacy in anyway. Your account will hold your information in a safe place. And, we contact only who wants us to. Please, read our Privacy Policy.

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Do you do whole Sale?

We supply a good number of outlets in and outside Jordan with our products, in a good variety but small quantities. If you are interested in reselling our items at your shop or at an event such as a Christmas Bazaar in your area, send us a summery about yourself and what you have in mind using our contact us form, and we will get back to you.

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Last Updated: October 2017