Frequently Asked Questions

 

My Account:

Enjoy a truly personalized experience without the hassle of entering your details every time you shop from our site/app. Sign up is very easy. Visit our homepage, click on register on the top right corner and enter your email and other details required. Thereafter, you can shop simply by Logging into your account.

 

Creating an account allows you to:

  • Store multiple shipping and billing addresses to expedite your checkout

  • Save the contents of your shopping bag for later

  • Easily access your current order details and history

  • View and share your wish list with family and friends

  • Muse loyalty (coming soon)

 

Please note that only you may change your password in the interest of the security of your account. You may kindly follow these steps, mentioned below, to change the password:

  • Go to: www.sa.tanagra.me

  • Click on Login on the Top Right Corner of the Page

  • Click on Forgot Password Tab (in front of Login Tab)

  • Enter your registered email and Confirm

  • You will receive an email with a link to RESET your Password and you may create a new password of your choice.

 

We regret the inconvenience caused during the login process. It could be an error due to Network Conjunction. You may try logging in on another device/network or after clearing the browser history as it may work. If a problem still arises then please contact our Concierge Service on [email protected] or +971501893270.

 

At this moment in time unfortunately MUSE will not be available for online shopping; however, our amazing team is currently working on it and it will be available soon. Check back with us.

 

 

Purchasing online:

For placing an order, you may go to the individual item page, click on Add to Shopping bag. This lands the item in your bag where you can then review your order and item details. Next, click on Continue to Checkout and then fill in the required details, select your preferred payment method to complete your order.

 

  • Visa

  • Mastercard

  • Mada

  • AMEX

 

 

For all credit and debit card purchases, your billing address must match the address on file with your bank. Your debit or credit card will be authorized for the full order amount for verification purposes at the time you submit your order. The transaction will be charged to your debit or credit card after we have verified your card details, received credit authorization, confirmed availability of the item and prepared your order for shipping

 

For inquiries about products, please contact us at +971501893270 or send an email to [email protected]

  • Personalization

  • Customization

  • Polishing

  • Chandelier installation and cleaning

  • Home Decoration

  • Home delivery

 

My orders:

Once you have placed an order, you will automatically receive a confirmation e-mail with the details of your order. If for any reason you have not received it then please contact Concierge Service at +971501893270 or send an email to [email protected] 

 

Absolutely! Certain silver, stainless steel and crystal products can be personalized, for more information on which that can be engraved, please contact Concierge Service at +971501893270 or send an email to [email protected] 

Please note that this service is chargeable and takes 2 business days to be processed however Items that you would like to personalize should be paid fully for during purchase.

 

During online checkout, you will notice an option to request a gift wrapping. Tanagra gift purchases are wrapped in our signature grey gift paper and tied with a satin ribbon. You may also include a personalized gift message and request for a gift receipt.

 

 

Shipping and delivery:

We offer a free of charge delivery service to KSA.

Tanagra will process your orders locally within 2-3 days in Jeddah and within one week for orders for the rest of KSA, free of charge.

Please note that items with requests of personalization will take 2 business days to be processed.

 

Tanagra partnered an experienced and professional in-house carrier that will deliver your order to your doorstep hassle free.

 

Unfortunately, Orders may not be shipped to P.O. boxes, AFO/FPO.

 

If you are unavailable to receive your delivery, please contact us on [email protected] or +971501893270 to reschedule a booking for your delivery.

 

Once the order is ready to be shipped, you will receive an SMS to confirm your delivery address, once confirmed, your order will be shipped right away.

If the delivery address is not confirmed we will still attempt to deliver the order to the address added when the order was placed. Our in-house driver will call you while he is on the way to you.

For any other information, please contact Concierge Service on [email protected] or +971501893270

 

For security reasons, all online purchases require an adult signature upon delivery.

please remember to present your local/international issued photo ID and provide your full name and phone number at the time of receipt.

 

If for any reason your order might be delayed or unavailable, our Concierge will contact you via call and e-mail to inform you of all the updates and options available.

 

Once you have found the item you would like to reserve, simply click on the ‘Reserve in Store’ button on the product page. Follow the steps and complete your reservation.

Once your request has been submitted, you will receive a ‘Reservation confirmation email' to summarize your request. We will inform you immediately should the item(s) you requested is unavailable.

 

 

CANCELLATION, RETURN & EXCHANGE POLICY

We fully understand that sometimes you might change your mind regarding your purchase. If you change your mind before receiving your order just email our Concierge Service at [email protected] or call +971501893270 to cancel your order and we will use all reasonable endeavors to cancel it providing your order has not yet been processed. If your order has already been processed, such cancelation will be treated as a return. Please refer to our Return section below for further information. In all circumstances, you can always contact our Concierge Service who will be happy to assist you.

 

For online purchases, you can return the products by contacting the Tanagra Concierge Service. To do so, you can request a return, free of charge, via our Concierge Service who will arrange a pick up via our in-house courier service within 2 business days.

All products must be returned to us unused, in the same condition as received, sealed with the Tanagra box and custom packaging, along with the original invoice within 30 days of the date of purchase of your order. We will not accept any returns if the original packaging has been opened or tampered with.

Returns that are damaged or soiled may not be accepted and may be returned to you.

Once we have received and inspected the returned product(s) and approved the return by email to you, we will refund the price paid by you for the product (including VAT) except for any other applicable taxes or import duties and delivery and return charges, as follows:

If you paid:

-       by credit/debit card (either online or on delivery), we will process the refund by issuing a credit note to be used online or in the store or by crediting the same credit/debit card used when the order was placed. Please note that refunds can take up to ten to fourteen (10 -14) business days to show on your account due to varying processing times between payment providers.

We offer a flexible return policy to make your online shopping experience as easy and convenient as possible. However, we monitor the number of returns made by customers and may refuse to accept orders at our discretion if products are returned repeatedly.

Please note that we will not accept a return on any personalized products.

 

Unfortunately, at the moment we are unable to accommodate any exchange requests. To exchange an item, we recommend you return the original item for a store credit using the return instructions provided above. Then once we receive your returned item, the store credit balance of your account will be amended accordingly so you may place a new order on our website for the item you want to exchange.

Please note that new orders are subject to merchandise availability. We will inform you if we are unable to fulfill your order.

Please note that we will not accept a return on any personalized products.

 

Yes, you have the option to return the item yourself to any of our Tanagra stores in the KSA.

 

In a rare scenario, if you have received an incomplete or an incorrect order, please reach out to our Concierge Service via Phone +971501893270 or email [email protected] to report the incident to be resolved on priority.

 

Should you receive an item that is not in perfect condition please contact us immediately to assist you with your return request within two (2) business days.

Products are damaged or defective if they are received damaged or where a manufacturing fault occurs within 30 days of purchase. Items that are damaged as a result of normal wear and tear are not considered to be damaged or defective. Where possible, we will offer to repair defective items.

 

If you received an item as a gift and wish to return it, please contact our Concierge Service who will be happy to assist you in your request. All products must be unused and with all Tanagra and designer tags still attached and in the same condition as received, in their original box and packaging, with the original invoice within 30 days of the date of your order.

 

 

Phone:  +971501893270

Hours: 10AM - 10PM

Email:[email protected]

Stores Address:

Al Riyadh

Ground floor, Olaya Towers
Al Riyadh

+966 112251284 

Jeddah:

Red Sea Mall Gate 2
N. King Abdul Aziz Street, Red Sea Mall Gate 2
Jeddah
+966 126651018 
 
Mashaal Center
Tahlia Street, Mashaal Center
Jeddah
+966 126651018