FAQ

Frequently Asked Questions

Welcome to JES-ME. Below you will find answers to the most common questions about shopping, shipping, returns, warranties, prescriptions, and payments. If you need further assistance, our customer support team is always happy to help.

1. Orders & Shopping

How do I place an order?

Simply browse our collection, select your desired product, choose your specifications (if applicable), add it to your cart, and proceed to checkout. Follow the instructions to complete your purchase.

Do I need to create an account to place an order?

No, you can checkout as a guest. However, creating an account allows you to track orders, manage prescriptions, save addresses, and enjoy faster checkout.

Can I modify or cancel my order?

Orders can be modified or cancelled before they are shipped. Please contact our customer support team as soon as possible after placing your order.

2. Prescription & Lenses

Do I need a prescription to buy eyeglasses?

Only if you are ordering prescription lenses. You can also purchase frames or sunglasses without prescription lenses.

How do I submit my prescription?

You can upload your prescription during checkout or send it later via email or WhatsApp. Our opticians (experts) will verify it before processing.

What if I don’t have a prescription?

You may book an eye test online at one of our retail stores nearest to you, avail a free eye-checkup and upload your prescription once available.

3. Shipping & Delivery

Where do you deliver?

We currently deliver across all regions of Saudi Arabia.

How long does delivery take?

Standard delivery: 2–5 business days
Prescription orders: 3–7 business days
Delivery timelines may vary based on location and product availability.

Do you offer free shipping?

Yes, free shipping is available on eligible orders above SAR 199 as per current promotions. Shipping charges, if applicable, are shown at checkout.

4. Returns & Exchanges

What is your return policy?

You can return eligible products within 14 days of delivery, provided they are unused, undamaged, and in original packaging.

Which items cannot be returned?

Contact lenses, if box is opened
Customised or prescription lenses
Items showing signs of wear or damage

How do I request a return?

Log into your account or contact our customer service team to initiate a return request.

When will I receive my refund?

Approved refunds are processed within 7–14 business days, depending on your payment method.

5. Warranty & Authenticity

Are all products authentic?

Yes. JES-ME guarantees 100% original products sourced directly from authorised suppliers and brands directly.

Do products come with a warranty?

Yes. Most frames and lenses come with a manufacturer's warranty covering manufacturing defects. Warranty duration varies by brand.

6. Payments & Security

What payment methods do you accept?

We accept:

Credit / Debit Cards (Visa, MasterCard & Mada)
Apple Pay
Buy Now, Pay Later services (Tabby / Tamara – if available)

Is my payment information secure?

Yes. We use secure, encrypted payment gateways to ensure your data remains protected.

7. Virtual Try-On

Do you offer virtual try-on?

No. We are working towards the implementation of this amazing experience. Soon Many of our frames will support virtual try-on, allowing you to preview how they look on your face before purchasing.

8. Customer Support

How can I contact JES-ME customer service?

You can reach us via:

Email: contact@jamalalayoun.com
WhatsApp: +966555851260

Support Hours: Daily | 9:00 AM – 11:00 PM

9. Promotions & Offers

How can I stay updated on offers?

Subscribe to our newsletter and follow us on social media to receive exclusive promotions, new arrivals, and special discounts.