Frequently Asked Questions

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Getting started with tamara

What is tamara?

Try it before you buy it!

tamara is a service that allows you to receive and try the products you shop online, before you pay for them. With tamara, you can checkout with your mobile number and pay later in 30 days after shipment date. No interests. No fees.

tamara is service that is founded by a Saudi team to address problems specific to the region.

Are there any interests or hidden fees for using tamara?

We don’t charge any fees. That means no prepayment fees, no annual fees, and no fees to open or close your account.

tamara may charge late fees if payments are done after the 30 days, however we are committed to remind you not to miss any payment. We actually stop your account temporarily until amounts are settled to ensure responsible spending.

We make money from people paying on time more than people missing their payments. We do that through our arrangement with merchants.

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 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?

We make more money from people making payments on time than we do from missed payments or late fees. That's why tamara reminds you often to pay and gives you 30 days from the shipment date until the payment is due.

if you miss another payment, or don’t have enough money in your account for a direct debit, then you’ll be charged a 25 SAR missed payment fee. If a week goes by and you still have an outstanding balance, you’ll be charged another 25 SAR fee. However, the total fees will never be higher than the cap of 150 SAR.

Which cards does Tamara accept?

Tamara accepts a wide range of payment methods; including Mada, Visa, Mastercard 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.