FAQs

Q1. Where can I find the opening hours of my local stores?

Answer: .We have a dedicated section with all of the opening hours for all of our stores. Please visit our Store Locator page to learn more.


Q2. Where's my nearest store?

Answer: Please visit our Store Locator page, type in your area, and it will bring up the nearest stores to you.


Q3. What type of payment cards can I use in-store?

We accept below payment methods in our stores: Cash, Credit/Debit cards, Store Coupons,


Q4. I seem to have been charged twice for the same transaction. What should I do?

Please consult our customer service desk or reach our customer service on +966 11 438 7350


Q5. What shall I do if I've been overcharged?

Please consult our customer service desk or reach our customer service on +966 11 438 7350


Q6. I've received a loyalty discount on my application after shopping online. Can I use it in store?

You earn points while shopping online or in-store. Your points are cumulated on your card in your account and your INAAM discounts are issued both in store and via your mobile application. You can use the printed or digital INAAM discount in store.


Q7. Can you reserve items for me to collect at a later date?

Sorry, we operate a 'first come first served' policy on all of our stock. To keep things fair, we don't reserve any stock in our stores.


Q8. I'd like to purchase a large amount of stock from your store. Is there a limit?

You can shop as many items on our shelves as you wish. Any restriction will be clearly communicated on shelf.


Q9. I shop Organic. Where can I get a full list of products that are suitable for my diet?

We have a full list of Organic products updated every month. Please visit your favorite store and consult our customer service.


Q10. I can't eat milk, or milk by-products. Do you have a list of all products you sell that are free from milk?

We have a full list of lactose free products updated every month. Please visit your favorite store and consult our customer service. Or visit our Dietary food range page.


Q11. What international food ranges do you stock?

We have a full list of International products updated every month. Please visit your favorite store and consult our customer service.


Product complaints

Q12. I've been disappointed with the quality of a product I've purchased. What should I do?

We are very sorry you had a bad experience. Please consult our customer service desk or reach our customer services on +966 11 438 7350. We'll be happy to listen to you.


Q13. I've purchased an out of date product from you. What should I do?

We are very sorry you had a bad experience. Please kindly return to the store at your earliest convenience so this issue can be investigated.


Q14. I've noticed that the price of a product has risen in price recently. Why is this?

Price increases are often out of our control. We do try to hold these back as long as possible because our aim is to offer our customers the best quality, value for money and service that we can. Our buyers work very hard to negotiate the best prices available and when we do obtain any price reductions we pass them on to our customers immediately.


Refund Policy - Our promise

Q15. Our general return policy

You can return an item upon approval within 7 days of purchase.


Q16. What do I do if an electrical product I've purchased is damaged?

Please visit your nearest store customer service desk for personalized service. We will assist you


Technical advice and support

Q17. I'm having problems in setting up an electrical item I've purchased from you. Can you help?

We'd be happy to help! Please visit your favorite store and consult our salesmen. They have the best experience to assist you.


Q18. I'm having difficulty in setting up a mobile phone I've purchased from you. Can you help?

We'd be happy to help! Please visit your favorite store and consult our salesmen. They have the best experience to assist you


General Information

Q19. How can I find out about vacancies?

All of our vacancies can be found on our Careers page.


Q20. How do I apply for a job?

Please consult our Careers page and submit your application. If we consider your application valid, you will be contacted ASAP by our recruitment Team.


Q21. Where can I find general information about your Graduate Recruitment scheme?

Please consult our Careers page.


Marketing Mailing

Q22. How often will I receive marketing emails from Nesto?

We will send you regular updates via email about great promotions and changes to the service we provide you.


Q23. How do I unsubscribe from marketing emails?

To unsubscribe from our emails, you can click on the link at the bottom of our emails and your subscription will be canceled.


Q24. How do I sign up for marketing emails from Nesto?

You can register for our newsletters by visiting our Newsletter page.


New Suppliers

Q25. I'm based in the KSA and I am interested in supplying a product to you to sell in your stores. What should I do?

Please visit our Contact us page and drop us a message. We will forward your interest to our buyers teams.


Q26. I'm based outside of the KSA and I am interested in supplying a product to you to sell in your stores. What should I do?

Please visit our Contact us page and drop us a message. We will forward your interest to our buyer’s teams.


NESTO INAAM card

Q27. I've lost my Nesto Inaam Card, what shall I do?

Unfortunately, lost cards cannot be re-issued. Please keep your card cautiously.


Q28. How can I buy a Nesto Inaam Card?

You can shop our gift cards at the cash counter of any Nesto hypermarket or Market store


Q29. How do I order a large amount of Nesto Gift Cards?

Please consult our customer service desk or reach our customer service on +966 11 438 7350.We'll be happy to serve you.


Q30. Do you receive Inaam points for purchasing Nesto Inaam Cards?

You earn Inaam points while shopping a gift card. To learn more about the T&Cs of Inaam card, please visit Nesto Inaam Card Page.


Q31. Do Nesto Gift Cards have an expiry date?

Nesto Inaam card have an expiry date of 1 year.


Q32. Do you sell other Cards?

Please visit our section 'Helping you save' page to learn more about our services.


PLACING ORDERS

Q33. How do I order on hypernesto.com?

Ordering is easy the basic steps are outlined below: For further assistance you can contact customer service @info@hypernesto.com@or by email:

  • Browse the site for the product you require
  • Add the product to the cart
  • Proceed to the checkout
  • Follow the directions on payment
  • Await conformation once payment has been done.

Q34. What can I do if I'm unhappy with a product? Peace of Mind Guarantee

If you change your mind we’ll be happy to give you an exchange or refund. Simply return Your purchase to the same store

  • Within 7 days
  • In its original condition and packaging
  • With your proof of purchase
  • The following products are excluded:
  • Fresh/frozen food and baby food/milk
  • TVs, satellite navigation devices and mobile phones
  • Music, video, games, consoles & accessories
  • Pharmacy and cosmetic products
  • Tobacco & E-cigarettes
  • Underwear & pierced jewellery (for hygiene reasons)
  • Personal grooming products
  • Gift cards, gift vouchers, Paypoint, E top-ups, lottery tickets and scratch cards
  • This guarantee does not affect your statutory rights if goods are faulty or do not match the description.

Q35. How can I find out if a particular product is in stock?

To find out if a particular product is stocked, please visit or telephone the Customer Service Desk at Nearest Nesto Store.


Q36. Can I return a Gift Card once I have purchased it?

Unfortunately, all gift cards sales are final, non-refundable and cannot be exchanged. This does not affect your statutory rights


Q37. How do I report a problem in store?

Our Management Team in store are always on hand and happy to listen to any of our customers offering advice or assistance wherever needed. Alternatively, you can contact our Customer Service team direct.


Q38. IS THERE A LIMIT ON QUANTITY OF ORDERS OR QUANTITY OF PRODUCTS IN ONE ORDER?

 In the interests of all our customers, we may place restrictions on bulk buying of some products. Hypernesto .com reserves the right at our sole discretion, to limit the quantity per person, per household or per order. The said limitations may be applicable to orders placed by the same account, the same credit card and also to orders that use the same billing and/or shipping address. Hypernesto.com will provide notification to the customer should such limits be applied.


Q39. How do I know if my order has been successful? 

Once your order has been accepted you will receive an Email confirmation from Hypernesto.com showing the details of the order you have just placed.


Q40. Once I have ordered from Hypernesto.com what documents will be required for receiving of the delivery?

 Delivery will be made to the address specified when you complete the order, At point of delivery, identity verification of the Consignee by sighting either an original labor card, passport, driving license, Iquama ID to support consignee verification, will be required by our courier partners.


Q41. Can I cancel my order? 

You can cancel the order up to the point of shipping without any charges being applied, unfortunately once the product is shipped as per the cancelation terms in the T&Cs charges may apply. For assistance in this matter please contact the customer service team who will be happy to assist in this matter.

1. Multiple product orders: If you have ordered multiple products on one order we will try to ensure they are all delivered together however this also depends on the type of products ordered, some products are large and delivered directly from the supplier, in these cases we will not be able to have them delivered together


SECURITY

Q42. Is it safe to use my Credit/Debit card with Hypernesto.com?

  When ordering from the Hypernesto.com site we accept orders only from web browsers that permit communication through Secure Socket Layer (SSL) technology- International standard for internet browsing security.

1. 3D Secure payment gateway: Hypernesto.com operates on a 3D secure payment gateway, this is a service gateway designed to enhance security in payments for online transactions.


Q43. Will my details be shared with 3rd parties of Hypernesto.com? 

We respect the privacy of our Valued customers and don not share any customer details with any third parties.


PAYMENTS

Q44. How can I pay with Hypernesto.com? 

Payments options are through credit and debits cards, Hypernesto.com accept Cash on delivery as a payment method also.


Q45. Will I receive a receipt for my purchase? 

Yes, once the order has been accepted you will receive an email confirmation of your order with full details, you will also receive a physical copy with your product.


Q46. Does Hypernesto.com store any credit/debit card details?

 No credit and debit card details are not stored by Hypernesto.com Problems at the payment page: If for any reason you encounter problems at the payment page we suggest that you contact customer services for assistance.


DELIVERY

Q47. Where does Hypernesto.com deliver to?

  Hypernesto.com delivers across the KSA , however some remote areas are restricted.


Q48. What types of delivery does Hypernesto.com have? 

Hypernesto.com offers 2 types of delivery at present, courier delivery and also supplier delivery for larger household products.


Q49. How much does the delivery cost? 

  Delivery charges are dependent on your location and are shown in your cart for your convenience.


Q50. Is it possible to schedule a specific delivery time?

 Generally we deliver within 48 working hours, the courier partner will contact you to arrange a suitable time.


Q51. International shipping, is it available? 

Hypernesto.com does not provide international shipping service.


RETURNS/CANCELLATIONS AND WARRANTY

Q52. If I wish to return a product who do I contact? 

Customer services are available to assist in any query you may have, they are available whole days @http://www.nestogroup.com/contactus or by email info@hypernesto.com


Q53. If I wish to cancel / return my products what do I do? 

In these cases please refer to the returns policy section for further information, you can also contact customer services for further assistance.


Q54. What is the timescale available if I wish to return my order? 

Hypernesto.com has a 7 day returns policy (Terms & Conditions apply) please refer to the returns policy section for further details or contact customer services for assistance.


 Q55. How long is the warranty?  

From Hypernesto.com carry warranty not for all products, this is visible on the physical invoice delivered with the product, please make sure you keep the invoice as it will be required for proof of purchase in cases of service etc.


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