Customer Care
Track your order
From the moment your piece leaves the atelier you can follow it to your door. Look the order up with your order number, or track the parcel directly with the courier.
Find your order
Enter your order number and we will take you to your orders, where every piece you have bought from us is listed with its status and its tracking number. Sign in with the email address you used at checkout if we ask you to.
If you are not signed in we will ask you to sign in first — please use the same email address you gave at checkout. Every order placed with that address, including orders placed as a guest, appears in your orders. Already signed in? Go straight there · forgotten your password?
Where is my tracking number?
We send it by email and SMS the moment your parcel is handed to SMSA Express or Aramex — not when the order is placed. If your piece is being made for you, the atelier needs up to 14 working days before it ships.
Nothing after 48 hours? Check your spam folder first, then write to customercare@lateliernawbar.com with your order number.
Track with the courier
Already have your air-waybill number? Take it straight to the carrier named in your dispatch email.
Courier
SMSA Express
Our principal carrier inside the Kingdom. Enter the air-waybill number from your dispatch email in the tracking box on their homepage.
Track with SMSACourier
Aramex
Used for selected regions and for express deliveries. Enter the shipment number exactly as it appears in your dispatch email.
Track with AramexWhat each stage means
| Stage | What is happening | Typically |
|---|---|---|
| Order received | We have your order and your payment is being authorised. You have our confirmation email. | Immediately |
| In the atelier | Your piece is being selected, sized, engraved or made by hand. | Same day for stock pieces · up to 14 working days when made for you |
| Final check and packing | Polished, inspected, certificated and boxed in the house packaging. | Within 1 working day |
| Handed to the courier | SMSA Express or Aramex has the parcel. Your tracking number is on its way to you. | You receive an email and SMS |
| In transit | Moving between the carrier's hubs. Scans appear at each one. | 1–3 working days in Riyadh · 2–5 elsewhere in the Kingdom |
| Out for delivery | With the driver. The carrier will call the mobile number on the order. | Same day |
| Delivered | Signed for at your address, or collected from the Riyadh flagship. | Proof of delivery follows by email |
Our working week is Sunday to Thursday. A parcel collected late on Thursday may not show its first carrier scan until Sunday.
Common questions
My tracking has not moved for two days
Carriers scan a parcel when it enters and leaves a hub, so a quiet day is normal — particularly over the Friday and Saturday weekend, during Ramadan and around the two Eids. If the estimated delivery date has passed by more than two working days, write to us with your order number and we will chase it for you.
The delivery address is wrong
Tell us immediately. Before dispatch we can change it ourselves. Afterwards the carrier can usually redirect within the same city if you contact them with the air-waybill number, and we will help you do it.
Can someone else receive my order?
Yes — anyone present at the delivery address may sign for it. For high-value orders the carrier may ask to see identification matching the name on the parcel, so please let us know in advance if someone else will be receiving it.
I missed the delivery
The carrier will attempt delivery again on the next working day and will call the mobile number on your order. After three attempts the parcel returns to us and we will contact you to arrange a new delivery.
My order arrived, but I would like to exchange it
You have 14 days from delivery. The conditions, the pieces that cannot be exchanged and the steps to follow are set out in our shipping and exchange policy.
Need help?
Send us your order number and we will find your parcel. Our customer care team in Riyadh answers every message personally.
Friday, 16:00 – 22:00
See also our shipping and exchange policy and our customer care hub.