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FAQs
Where is your outlet location?
We are an online store; accordingly, we do not have any physical outlet or showroom that you can visit
For parts prices and availability queries:
Just go to mkena.com
If you know the part number, just type it in “Search by Part Number or Part Name” then press “Search”
If you do not have the part number, you need to choose your car, first, by typing the car’s VIN in “Search by VIN Number” then press "search" we highly recommend always to use VIN for accurate result, or you can select your car’s model by “Select model by filters”. Once you find your car, then you can search for the part by “Part Name” or by browsing the categories of the catalog
My required item is not available, how I can get the price?
The price will not show unless the Part Number is available with our Vendors, if the price is not there, then you can simply press on “Request Quotation” and the website will guide you through the process.
I cannot find my part, I need help
If you need help in any of stages in our website, you can simply chat with our Customer Support Representatives through the WhatsApp link available in our website in the page footer, and they will be happy to help you in any of your queries. Sometimes, it may take a while due to heavy traffic on the Customer Support Center, but they will come back to you as soon as they can.
Which vehicles brands Mkena covers?
We always strive to add more and more brands to our portfolio, but you can find those we are serving at any time by checking the brands under “Active Brands” in main page
What are the payment options?
We accept the following credit/ debit cards Visa, Mastercard, Mada cards, STCPay, Apple Pay in Saudi Riyal currency. If your payment is not being accepted for any reason, then kindly check your email to find out why your payment did not go through, or get in touch with our Customer Support Team through the WhatsApp link in our website and they will be happy to help you
How to track my order?
Upon placing your order and finalizing the payment, you will receive email with your order confirmation reference and once the vendor get your package ready you will receive a Courier Company tracking number, where you can simply go to the Courier Company Tracking service in their website and track your shipment
How do I get my invoice?
Upon finalizing your order and processing your payment, you should receive an electronic copy of the invoice in your registered email in mkena.com
Also, you can access your invoices, at any time, through your account in mkena.com
I do not receive the OTP SMS to complete my registration
Registration, at this stage, is only for customers residing in Saudi Arabia and registered by using a Saudi mobile number. If you registered using a Saudi mobile number and still do not receive your OTP, you need first to make sure that you are entering a correct mobile number, and is this is the case, please contact our Customer Support Team through the WhatsApp link in our website and they will try to identify the problem and solve it
How to register as a customer?
Just go to “mkena.com” and click on “Register” and the site will guide you through the process
How to register as a vendor?
If you are a vendor and interesting in selling your products through “mkena.com” then kindly send an email to [email protected] with your request including the below information and our team will get in touch with you at the earliest
Name of the company
Name, email, and mobile number of the contact person
Address
Copy of a valid Trade License
When shall I receive my order?
It depends usually on your location, but in general our customers usually receive their orders within 2-4 working days in the main cities and sometimes it may extend to 7 working days for the rest of Saudi Arabia. As for the internationally sourced orders, the customer will be notified with the estimated delivery time at the checkout.
Can I cancel my order?
Orders from international sources cannot be canceled once placed
Locally sourced orders placed for unavailable items after receiving a quotation cannot be canceled once placed
If you wish to cancel a placed order from a local vendor for item/s already been available at the time of the order, then you need to get on touch with our Customer Service Team with your request within the same day of placing the order to have it canceled before shipment. Orders cannot be canceled after shipping, in such case, the customer can refuse to receive the order, and the courier will be returning it to the vendor
Can I return my received order?
International placed orders cannot be returned
Locally sourced orders placed for unavailable items after receiving a quotation cannot be returned.
If you wish to return a received order from a local vendor for item/s already been available at the time of the order, then you need to get on touch with our Customer Service Team with your request within 48 hours from receiving the order to initiate the return process. Returned items need to be in their original package and with a sound sellable condition to be accepted for return. If any of the sealed packages were opened or any damages found in the returned items, customer will not get any refund. In case or receiving the items in their original status by the vendor, the customer will receive a refund.
Can I do changes on my order?
Once an order is placed, no changes can be done, if you need additional items, then you need to place a new order. If you need to cancel any, then you need to refer to “Can I cancel my order?”
Can I change the delivery address after placing the order?
Delivery address cannot be changed one the order is placed. In case of any mistake in the address entered, then you need to get in touch with our Customer Service Center through WhatsApp link in our website
What if some items were missing when receiving my order?
Customers always urged to open the package in the presence of the courier and make sure that all as ordered. In case of any missing items, customer need to mention the missing item/s next to his signature in the courier’s delivery log sheet, then raise a claim by contacting our Customer Service Center through the WhatsApp link in our website
I received a damaged box
Customers always urged to open the package in the presence of the courier and make sure that all as ordered. In case of the package was damaged, the customer needs to make sure that the items ordered inside the package has no physical damage, and if any has then he needs to refuse receiving the order and return it with the courier, then contact our Customer Service Team within 24 hours of the receiving incident through the WhatsApp link in our website to claim the damaged order.
I received a damaged part
Customers always urged to open the package in the presence of the courier and make sure that all as ordered. In case of any damaged items, then he needs to refuse receiving the order and return it with the courier, then contact our Customer Service Team within 24 hours of the receiving incident through the WhatsApp link in our website to claim the damaged order.
I ordered a wrong item
If you picked the wrong part number and wish to return it, just get in touch with our Customer Service Team through the WhatsApp link in our website within 48 hours of receiving the order to initiate the return/ exchange process and we shall exchange it with the right part, if available and with your request, or refund your money once we receive a confirmation from the vendor of receiving the order in the original sellable status after deducting the shipping charges in both directions.
I received a wrong item
If you received a wrong item (i.e. different than what you ordered), just get in touch with our Customer Service Team through the WhatsApp link in our website within 48 hours of receiving the order to initiate the return process and we shall refund your money once we receive a confirmation from the vendor of receiving the order in the original sellable condition.
What is your warranty policy?
Mkena.com extends the same warranty availed by the manufacturer through the vendor and such warranty differs between vendors, brands, and the nature of the item itself, accordingly, customers need to get in touch with our Customer Service Team for the details in case-by-case basis
Are your parts all original?
Mkena sells only Original and OES Aftermarket branded items with manufacturer quality and in all cases, the brand of the part will be shown next to the part number and before you buy it.
Do you deal with Aftermarket parts?
Mkena sells only Original and OES Aftermarket branded items with manufacturer quality and in all cases, the brand of the part will be shown next to the part number and before you buy it.
Do you sell used/ Salvage/ secondhand parts?
No, Mkena do not sell used, salvage, or secondhand parts
Do you provide any discounts?
If there are any special offers, it will be announced through our official channels
Can I use my own shipping company?
Mkena.com avails shipping only through the courier companies stated during the checkout process, you cannot pick any company that is not listed and once the order is processed the picked shipping company cannot be changed.
Can I come and collect the part by myself?
Being a webstore-based company, that means that we do not have any physical outlets, warehouses, or showrooms that customers can approach, accordingly the only option will be picking a courier company from the ones listed with Mkena to have your orders delivered to your own address.
How to contact Mkena?
To help you in searches, purchases, and following up with your orders and queries, you can simply chat with our Customer Support Representatives through the WhatsApp link available in our website in the page footer, and they will be happy to help
For suggestions and complaints, you can email us on [email protected]
For job queries, just send your CV to [email protected] and our HR team will contact you whenever there is any suitable opening.