Customer Service

Payments are processed through licensed local payment partners in the Kingdom, such as Tamara, Tabby, and Pay MIS. Each payment partner applies its own policies for installments or direct payments.

Customers can cancel their order before the product is prepared or shipped by the merchant. After the product is shipped or received, cancellations or returns are subject to the merchant’s policy. Any fees or commissions paid to the Gersh platform are non-refundable after the transaction is completed. In case of a refund request, the merchant or payment partner will handle it according to their policies.

Shipping is carried out through a logistics partner, that enables the merchant to work with multiple delivery companies through a single gateway. Customers can track their orders via the Gersh platform or directly through the merchant. Delivery time depends on distance, service type, and shipment weight (volumetric or actual, whichever is greater). The merchant is responsible for packaging and preparing the shipment for delivery, and compensation for damage or delays is subject solely to the shipping company’s policy. Shipping of drugs, weapons, cash, bullion, or flammable materials is strictly prohibited.

The Gersh platform may charge service fees on certain transactions, which are clearly displayed before completing the payment. All prices are shown in the local currency (Saudi Riyal) with the option to display other currencies if needed. Taxes and fees, including a 15% VAT, are applied according to the local laws in the Kingdom of Saudi Arabia.

You can shop with installments through the Gersh platform or place your order via our concierge service. These options allow you to complete your purchases easily and flexibly while keeping track of your order and paying in the way that suits you best.

The Gersh platform relies on high-level technical and regulatory security standards to ensure the protection of user data. Personal information such as name, email, and phone number, along with order and payment data, is collected and securely stored through licensed payment partners. This data is used to provide services, process orders, prevent fraudulent activities, and enhance user experience. It is shared only with merchants, payment partners, and technical service providers when necessary, or with official authorities if required by law, and retained for the necessary legal or operational period before being securely deleted.

The Gersh platform provides comprehensive technical support to its customers through several official channels for fast and direct communication, including the email cs@gersh.co , the customer WhatsApp service ‪+966544799848‬, and the live chat feature within the platform. Customers can use these channels to get assistance with any inquiries related to orders, payments, installments, or shipping.

Gersh emphasizes the importance of keeping your account confidential. The customer is fully responsible for protecting their login information, such as username and password, and must not share them with anyone. Any activity performed through the account is the user’s responsibility. In case of suspected unauthorized access, the customer should immediately change their password and contact the support team to secure their account and ensure the continued safe use of the service.