Shipping policy

Last updated: 2 August 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
  • Cash-on-delivery confirmation where applicable
  • Security or fraud checks where required

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

Delivery Partners

We work with several courier and logistics providers depending on the customer’s location and service availability.

Our delivery partners may include:

  • iMile
  • Aramex
  • SMSA Express
  • DHL
  • J&T Express
  • Naqel Express
  • Aymakan
  • Thabit
  • Flow Express
  • Other authorised delivery providers

The courier is selected according to destination, coverage, shipment requirements, and operational availability. Customers may not always be able to select a particular courier.

Shipping Charges

Any applicable delivery charge will be displayed during checkout before the order is confirmed.

Free-shipping offers may occasionally be available and may depend on:

  • Minimum order value
  • Selected products
  • Selected cities
  • Payment method
  • Promotional period

Cash on Delivery

Where cash on delivery is available, a SAR 15 cash-on-delivery service fee may apply.

The applicable fee will be displayed during checkout before the order is completed.

Cash-on-delivery orders may be verified through WhatsApp, telephone, or another available contact method before dispatch.

Orders that cannot be confirmed may be held or cancelled.

Order Tracking

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

  • Email
  • SMS
  • WhatsApp
  • The customer account
  • The courier’s tracking service

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

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.

Repeated refusal or non-collection of confirmed cash-on-delivery orders may result in cash-on-delivery access being restricted.

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:
https://thelightstep.com/apps/return_prime

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:

https://thelightstep.com/apps/return_prime

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

Do not send a product back before receiving approval and return instructions.

Delivery Support

Email: support@thelightstep.com
WhatsApp: +966 54 214 0973

Email is preferred because it provides a clear and straightforward record of the enquiry.