<!DOCTYPE html><html lang="ar"><head><meta charset="utf-8"><meta name="viewport" content="width=device-width, initial-scale=1"><title> Frequently Asked Questions – Berlin | Berllin</title><style>
/* ====== أساسيات عامة ====== */
#faq-berllin, #faq-berllin *{box-sizing:border-box}
:root{
--brand:#dc2626;
--brand-dark:#b91c1c;
--ink:#0f172a;
--muted:#6b7280;
--ring:#e5e7eb;
--bg:#f3f4f6;
--card:#ffffff;
--shadow-soft:0 10px 30px rgba(15,23,42,.06);
--radius:18px;
--radius-pill:999px;
--gap:clamp(12px,2.2vw,20px);
}
body{
margin:0;
background:radial-gradient(circle at top, #fee2e2 0, #f3f4f6 32%, #eef2ff 80%);
color:var(--ink);
font-family:system-ui,-apple-system,BlinkMacSystemFont,"Segoe UI",Tahoma,Arial,sans-serif;
line-height:1.8;
}
/* ====== الحاوية الرئيسية ====== */
#faq-berllin{
max-width:1180px;
margin:24px auto 40px;
padding:clamp(14px,3vw,26px);
}
/* ====== هيدر صغير أعلى الصفحة ====== */
#faq-berllin .section-label{
display:inline-flex;
align-items:center;
gap:8px;
padding:4px 10px;
border-radius:var(--radius-pill);
font-size:.78rem;
font-weight:700;
color:var(--brand-dark);
background:rgba(220,38,38,.06);
border:1px solid rgba(220,38,38,.16);
margin-bottom:10px;
}
#faq-berllin .section-label-dot{
inline-size:8px;
block-size:8px;
border-radius:999px;
background:var(--brand);
}
/* ====== HERO ====== */
#faq-berllin .hero{
border-radius:calc(var(--radius) + 6px);
background:
radial-gradient(140% 200% at 100% 0%, rgba(220,38,38,.12), transparent 60%),
linear-gradient(135deg,#ffffff,#fff8f8);
padding:clamp(18px,3.2vw,28px);
box-shadow:var(--shadow-soft);
border:1px solid rgba(148,163,184,.35);
margin-bottom:clamp(16px,3vw,26px);
}
#faq-berllin .hero-top{
display:flex;
flex-direction:column;
gap:10px;
margin-bottom:clamp(12px,2.4vw,18px);
}
#faq-berllin .hero h1{
margin:0;
color:var(--ink);
font-weight:900;
letter-spacing:.02em;
font-size:clamp(22px,4.2vw,32px);
}
#faq-berllin .hero-sub{
margin:0;
color:var(--muted);
font-size:clamp(13px,2.3vw,15px);
}
/* ====== شريط التتبّع ====== */
#faq-berllin .track-bar{
display:flex;
gap:12px;
align-items:center;
justify-content:space-between;
border-radius:var(--radius);
border:1px solid var(--ring);
background:linear-gradient(135deg,#ffffff,#fff1f2);
padding:11px 14px;
box-shadow:0 8px 18px rgba(148,163,184,.25);
margin:0 0 clamp(12px,2.4vw,18px);
}
#faq-berllin .track-text{
color:var(--ink);
font-size:clamp(12.5px,2.2vw,14px);
}
#faq-berllin .track-text b{color:var(--brand-dark)}
#faq-berllin .track-btn{
display:inline-flex;
align-items:center;
gap:8px;
padding:9px 16px;
border-radius:var(--radius-pill);
border:1px solid var(--brand);
background:var(--brand);
color:#fff;
text-decoration:none;
font-weight:800;
font-size:.9rem;
transition:transform .08s ease, box-shadow .15s ease, opacity .15s ease;
white-space:nowrap;
box-shadow:0 8px 18px rgba(220,38,38,.4);
}
#faq-berllin .track-btn:hover{
opacity:.97;
box-shadow:0 10px 24px rgba(220,38,38,.5);
transform:translateY(-1px);
}
#faq-berllin .track-btn:active{
transform:scale(.97) translateY(0);
box-shadow:0 5px 12px rgba(220,38,38,.35);
}
#faq-berllin .truck{
width:18px;height:18px;display:inline-block
}
@media (max-width:640px){
#faq-berllin .track-bar{
flex-direction:column;
align-items:stretch;
}
#faq-berllin .track-btn{justify-content:center;width:100%}
}
/* ====== أدوات البحث والتحكم ====== */
#faq-berllin .tools{
display:flex;
flex-wrap:wrap;
gap:8px;
margin:clamp(8px,2vw,14px) 0 0;
}
#faq-berllin .search{
flex:1;
min-width:220px;
display:flex;
align-items:center;
gap:8px;
background:#ffffff;
border:1px solid var(--ring);
border-radius:var(--radius-pill);
padding:7px 12px;
box-shadow:0 6px 16px rgba(148,163,184,.18);
}
#faq-berllin .search input{
flex:1;
border:0;
outline:0;
font-size:.92rem;
background:transparent;
color:var(--ink);
}
#faq-berllin .search input::placeholder{
color:#9ca3af;
}
#faq-berllin .btn{
appearance:none;
border:1px solid var(--ring);
background:#ffffff;
color:var(--ink);
padding:9px 13px;
border-radius:var(--radius-pill);
cursor:pointer;
font-weight:700;
font-size:.85rem;
transition:background .12s ease, transform .08s ease, box-shadow .12s ease;
box-shadow:0 4px 10px rgba(148,163,184,.18);
white-space:nowrap;
}
#faq-berllin .btn.primary{
background:var(--ink);
color:#fff;
border-color:var(--ink);
}
#faq-berllin .btn:hover{
background:#f9fafb;
transform:translateY(-1px);
}
#faq-berllin .btn.primary:hover{
background:#111827;
}
#faq-berllin .btn:active{
transform:scale(.97);
box-shadow:0 2px 6px rgba(148,163,184,.35);
}
/* ====== الشبكة الرئيسية (قائمة الأسئلة + كارد التواصل) ====== */
#faq-berllin .main-layout{
margin-top:clamp(18px,3vw,26px);
display:grid;
gap:var(--gap);
}
@media (min-width:980px){
#faq-berllin .main-layout{
grid-template-columns:minmax(0,2.2fr) minmax(0,1.1fr);
align-items:flex-start;
}
}
/* ====== قائمة الأسئلة ====== */
#faq-berllin .list{
display:grid;
gap:var(--gap);
}
#faq-berllin details.faq{
border:1px solid rgba(209,213,219,.9);
border-radius:var(--radius);
background:var(--card);
box-shadow:var(--shadow-soft);
overflow:hidden;
transition:border-color .12s ease, box-shadow .15s ease, transform .05s ease;
}
#faq-berllin details.faq:hover{
border-color:rgba(148,163,184,1);
box-shadow:0 12px 28px rgba(148,163,184,.35);
transform:translateY(-1px);
}
#faq-berllin summary{
list-style:none;
cursor:pointer;
outline:0;
padding:13px 16px;
display:flex;
align-items:center;
gap:10px;
font-weight:800;
font-size:.98rem;
background:#ffffff;
position:relative;
}
#faq-berllin summary::marker,
#faq-berllin summary::-webkit-details-marker{display:none}
#faq-berllin summary:focus-visible{
box-shadow:0 0 0 2px rgba(248,113,113,.65);
}
#faq-berllin .chev{
inline-size:10px;
block-size:10px;
border-inline-end:2px solid var(--ink);
border-block-end:2px solid var(--ink);
transform:rotate(-45deg);
transition:transform .18s ease;
}
#faq-berllin details[open] .chev{
transform:rotate(135deg);
}
#faq-berllin .anchor{
margin-inline-start:auto;
display:flex;
align-items:center;
justify-content:center;
gap:4px;
font-weight:700;
font-size:.8rem;
color:var(--brand);
text-decoration:none;
padding-inline:8px;
padding-block:4px;
border-radius:var(--radius-pill);
background:#fff7f7;
border:1px solid #fee2e2;
}
#faq-berllin .anchor:hover{
background:#fee2e2;
}
#faq-berllin .body{
padding:0 16px 13px;
color:#111827;
border-top:1px solid #f3f4f6;
background:linear-gradient(180deg,#ffffff,#f9fafb);
}
#faq-berllin .body p{
margin:.4rem 0 0;
font-size:.92rem;
}
#faq-berllin .badge{
display:inline-block;
background:#fff0f0;
border:1px solid #fecaca;
color:var(--brand);
border-radius:var(--radius-pill);
padding:3px 8px;
font-size:.78rem;
font-weight:800;
}
#faq-berllin .hint{
margin-top:6px;
font-size:.8rem;
color:var(--muted);
}
/* ====== رسالة لا توجد نتائج ====== */
#faq-berllin .empty{
display:none;
border:1px dashed var(--ring);
border-radius:var(--radius);
padding:14px;
text-align:center;
color:var(--muted);
background:#f9fafb;
font-size:.9rem;
}
#faq-berllin .empty.show{display:block}
/* ====== كارد قنوات التواصل ====== */
#faq-berllin .contact{
padding:16px 16px 18px;
border:1px solid rgba(209,213,219,.95);
border-radius:var(--radius);
background:radial-gradient(120% 180% at 100% 0%, rgba(248,113,113,.18), transparent 60%), #ffffff;
box-shadow:0 10px 26px rgba(148,163,184,.35);
position:sticky;
top:18px;
}
@media (max-width:979px){
#faq-berllin .contact{
position:static;
}
}
#faq-berllin .contact h2{
margin:0 0 8px;
color:var(--brand-dark);
font-size:1.02rem;
}
#faq-berllin .contact p{
margin:0 0 14px;
font-size:.88rem;
color:var(--muted);
}
#faq-berllin .icons{
display:flex;
justify-content:center;
gap:16px;
flex-wrap:wrap;
}
#faq-berllin .icon-link{
display:flex;
flex-direction:column;
align-items:center;
gap:6px;
width:92px;
text-decoration:none;
color:var(--ink);
transition:transform .1s ease,opacity .15s ease;
}
#faq-berllin .icon-link:hover{
transform:translateY(-3px);
opacity:.94;
}
#faq-berllin .icon-circle{
width:60px;
height:60px;
border-radius:50%;
display:flex;
align-items:center;
justify-content:center;
color:#fff;
box-shadow:0 6px 16px rgba(15,23,42,.35);
}
#faq-berllin .icon-circle svg{
width:28px;
height:28px;
}
#faq-berllin .label{
font-size:.86rem;
font-weight:600;
}
/* ====== تحسين تجربة الفوكس للأزرار والروابط ====== */
#faq-berllin a:focus-visible,
#faq-berllin button:focus-visible,
#faq-berllin input:focus-visible{
outline:2px solid rgba(248,113,113,.9);
outline-offset:2px;
}
</style></head><body style=";text-align:left;direction:ltr">
Berlin Help Center
<!-- HERO --><header class="hero"> Frequently asked questions
A comprehensive help page that explains shipping, tracking, returns, payments and more – in the same style as international stores and in the language closest to you.
<!-- LIST -->
<!-- 1 أين نوصل؟ -->
Where do we deliver? #
We deliver your order from Berlin to your doorstep in all Saudi Arabian cities via approved shipping companies (SMSA - Aramex). Free shipping on orders over 499 .
<!-- 2 الشحن الدولي عبر DHL -->
Is international shipping available? And how do I track my shipment? #
Yes, international shipping is available worldwide via DHL . We also provide a unified tracking link for both domestic and international shipments.
<svg class="truck" viewBox="0 0 24 24" fill="none" aria-hidden="true"></svg> Shipment tracking (domestic/international)
<!-- 3 تكلفة ومدة التوصيل -->
What is the cost and delivery time? #
Approximate duration: Within Saudi Arabia 3–5 working days, and for the Gulf 7–14 working days.
Fees: Within Saudi Arabia 35 , and the courier fee in Mecca and Jeddah is 50 (may be offered free of charge depending on the offer). For GCC countries 99 , an additional weight fee applies for items exceeding 5 kg , and your ID number may be required for customs.
Cash on delivery: 25 may be added when the service is available, and it is not available outside of Saudi Arabia.
<!-- 4 لماذا أدفع رسوم التوصيل -->
Why should I pay for delivery? #
Delivery fees are a small, fixed amount collected by shipping companies for delivering your order to your doorstep. These fees are non-refundable except in cases of errors covered by our policies.
<!-- 5 زمن وصول الطلب -->
How long will it take for my order to arrive? #
We process shipments quickly. Within Saudi Arabia, delivery takes 3–5 business days, and for international orders, it takes 7–15 business days and may be affected by customs procedures in your country.
<!-- 6 تتبع الشحنة -->
Can I track the shipment? #
<!-- 7 تغيير العنوان -->
I want to change the delivery address, what do I do? #
Contact customer service via email: [email protected] with the order and shipment number, or via WhatsApp/phone: +966536556131 .
<!-- 8 مشكلة في الطلب -->
I received my order but there's a problem, what should I do? #
Email us at [email protected] with your order and shipment number, or contact us via +966536556131 (WhatsApp/Phone).
<!-- 9 كيف أشتري -->
How do I shop at berllin.com? #
Select the product, size, and quantity, then complete the details and payment. You will receive a confirmation email containing your order number and important information—keep it safe.
<!-- 10 إنشاء حساب -->
Why create an account? #
To easily view your order history and get exclusive offers tailored to your account.
<!-- 11 اللغة -->
How do I change the website/app language? #
From the settings section, choose your preferred language: Arabic or English.
<!-- 12 سياسة الإرجاع العامة -->
Can the products be returned? #
In accordance with health and safety guidelines, we do not accept returns of underwear . Other products are accepted if they meet our return and exchange policy criteria. See our Returns and Exchanges Policy page for details.
<!-- 13 إرجاع داخل السعودية خلال 6 ساعات -->
What is the return policy within Saudi Arabia? #
Products can be returned within Saudi Arabia within 6 hours of receiving the order.
Please have the order number and shipment number ready when contacting customer service to expedite processing.
<!-- 14 الإرجاع الدولي غير متاح -->
Is international return available? #
International returns are not currently available .
International shipping continues via DHL, but without the option of international returns.
<!-- 15 كيفية الإرجاع + المدد -->
How do I return products and what is the refund process? #
For prepaid orders: Submit a return request from your My Orders page or contact support at [email protected] . For cash on delivery orders: Contact our customer service team.
Refunds are typically processed within 14–30 business days after quality inspection and receipt of the product at the warehouse.
Discount requests: Returns are accepted online or through the customer service team only.
<!-- 16 استرجاع رسوم الشحن -->
Do I get a refund for shipping costs when I return a item? #
We will refund the shipping cost if the return is due to an error on our part (such as sending the wrong product/size). Otherwise, shipping fees are non-refundable .
<!-- 17 عدم الاستلام/تجاوز المدة -->
I didn't receive the product or I returned it after the deadline, what happens? #
If non-returnable/exchangeable products are returned, the customer is responsible for the return shipping costs. If the product is refused, it will be stored for one month and then destroyed. Unclaimed orders will be returned to the warehouse, and the customer will be responsible for the shipping, return shipping, and reshipping costs.
<!-- 18 الرسوم الجمركية الدولية -->
Are there customs duties on international orders? #
Customs duties are determined by the receiving country, and the shipping company will contact you with the amount due upon arrival. We do not include them in the invoice, nor can we determine their value in advance.
<!-- 19 شحن ذاتي عند التأخر (اختياري) -->
The shipping company is very late, can I ship it myself? #
You can ship to the following address: Jeddah, Al-Balad District, King Abdulaziz Street — Mobile: +966536556131 . Please coordinate with customer service in advance.
<!-- Contact (icons) -->
