Frequently Asked Questions

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Getting started with Tamara

What is Tamara?

Tamara is pay later service without fees. You can shop for the items you need and pay in 30 days from the shipping date.

Are there any interest or hidden fees for using Tamara?

We don’t charge any fees for using Tamara since our income comes from our partner merchants.

Tamara may charge late fees in case customers do not pay within the 30 days period. Income from late fees is donated to charities given that Tamara solutions are Sharia compliant.

Refunds

How do I refund my order?

The first step is to contact your merchant and request a refund. Once the merchant receives your return or exchange, they'll then process it exactly as they would for any other shopper. Tamara follows the refund policy of your selected merchant.

How do I cancel my order that hasn't been shipped yet?

Tamara will remove the purchase as if you never made it! However, you will need to contact the store where you placed the order and tell them you want to cancel it, if the merchant approves cancelations.

What happens if the items are not delivered or damaged?

The merchant is responsible of the timely delivery and quality of the items you ordered. Please reach out to the merchant to inquire about your order status. In the meantime, Tamara will proceed to collect the payment/settlement unless a refund request is issued and approved by the merchant.

What if I want to return part of my items?

You can request partial refund through the merchant, and Tamara will transfer you back that partial amount. If you did not pay Tamara yet, Tamara will remove the returned item from the total bill.

Why are there still charges when I have returned the items?

If you believe that the overall amount refunded wasn't correct, please reach out to the merchant directly. They will be able to explain why they issued the amount, it could be that they don't refund shipping costs.

Where’s my refund?

To see the status of your refund. Sign in to your Tamara account and go to the Orders tab. Your refund will show up as an adjustment in your purchase details.

Don’t see it? Your refund will show up within 3–4 business days to your registered card.

Payments

How can I pay?

You can log in into your Tamara account and pay your bills by adding a payment method. We accept variety of cards including Mada, Visa, Mastercard, ApplePay and Bank Transfer. When you have a payment due, we will notify you by SMS and email to remind you.

What happens if I can’t pay on time?

Tamara may charge late fees of SAR 25 or AED 25 in case customers do not pay within the 30 days period.
Income from late fees is donated to charities given that Tamara solutions are Sharia compliant.

Which cards does Tamara accept?

Tamara accepts a wide range of payment methods; including Mada, Visa, Mastercard, ApplePay and Bank Transfer.

Account

How do I reset my PIN?

You can always login to your account and reset your pin using your phone number and confirming the SMS code.

Why is my order declined?

Orders pass through Tamara vetting process which consider many attributes. Things to consider:

- are there sufficient funds on your card

- amount you have to repay, it may help to pay some off (not a guarantee)

- the value of the order you are trying to place, it may help to reduce the value of your shopping cart (not a guarantee)

- the number of orders you currently have 'open' with us (not a guarantee)

When determining which orders to approve, we consider a number of different factors. As an example, the longer you have been a shopper with Tamara and the more orders you have successfully repaid, the more likely you will be able to spend more.

Help for Merchants

As a merchant, when do I get paid?

Settlement payments are triggered from the time an order is shipped by the merchant. Settlement payments will be made based on the settlement processing time agreed.

As a merchant, how can I get in touch with you guys?

Just scroll down to the bottom of the merchant page, and let us know what's up.

As a merchant, what happens to refunded products?

We follow your refund policy. Refunding with Tamara is way better than a payment processing company because there won't be any transaction fees.