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Frequently Asked Questions

Is Kohlah an eco-friendly company?

We strive to be an environmentally responsible company. Our offices are almost 100% paperless and almost all office waste is recycled.  We only use recycled materials in our packaging and offer a wide selection of all-natural products. Unfortunately, we cannot promise to deliver only eco-friendly products at this time.


What browsers do you recommend for optimal use of Kohlah.com?

For optimal use of kohlah.com we recommend accessing the website using Firefox or Google Chrome.


What is your return policy?

You can read our Return Policy here.


What if I have an allergic reaction to a product?

Occasionally, people have reactions to certain products they haven't used before. Please read the manufacturers leaflets which come with most cosmetics and creams to see if they are likely to cause you a problem. In all cases we recommend you visit your doctor in the first instance. Please send us an email at [email protected] if you do have a reaction to any products so we can advise the manufactures of the symptoms and problems occurred.


What currencies can I make my payment in?

All of our products are priced in JOD. If your bank or credit card account is in another currency, your payment provider will convert your purchase price to your account currency upon completion of the transaction.


Are your products the same as you'd find in departments stores and shopping malls?

They are exactly the same; by working directly with the manufacturers, brand-name owners, distributors and agents, we ensure that ALL our products are 100% genuine, brand-new and in their original packaging.


We do not deal with knock offs, shelf-pulls, fraudulent items, over-stock items, expired products or any items that have entered the country through illegal channels.


All our products have undergone the tests required by the Ministry of Health and have received the approval of the Jordanian Food and Drug Administration.


My order has arrived damaged, what now?

We take the utmost care in packing and delivering your products, although unfortunately some items can, on rare occasion, get damaged en route. Please contact us immediately at [email protected] or call us at +962 (6) 567 3828 Sunday through Thursday 9am-6pm (excluding national holidays) if your order has arrived damaged, making it clear whether you would like a refund or replacement.


In most cases we will request that you return the damaged item to us through our returns process; however, if the product is not in suitable condition to do this and you are able to email a picture of the product(s), we may be willing to waive this requirement.


Which payment methods do you accept?

We accept Visa, MasterCard, CashU, OneCard, Ukash, Cashna, Filspay, Dixipay, CashU Direct and PayPal. Moreover, we also offer our own Cash-on-Delivery (CoD) Service where our drivers or delivery partners will collect the total order amount in cash upon delivery. If using CoD, we kindly request that you have the full amount available at the time of delivery.  We will do our best to ensure that we have enough change in small bill if needed.


You have taken my money but not sent my goods, why?

A few orders may be delayed due to fraud checking procedures, if this delay is likely to result in late delivery of your order you should have received an email from us explaining the next steps. In some cases our credit insurers or card issuers will ask us to refuse orders; sadly they will not always elaborate on the reason for this with us and you may need to contact your card issuer directly.


On rare occasions an order may get held up in our warehouse due to us finding a problem with the stock we are about to despatch, for example a bottle that has leaked.  This will sometimes delay shipment by a day. Sadly on some occasions we may be forced to issue you with a refund if we do not have any further units of the desired item in stock.