Terms of Service

1. Accepting these terms and who we are

These terms govern your use of and purchases from Shaam (Shaam Store), our website, apps and services. By using Shaam, creating an account or placing an order, you agree to these terms and to our Privacy Policy, Returns Policy, Shipping Policy and Payment Policy, which form part of these terms.

Shaam is a Syrian online marketplace operating from Al-Marjeh Square, Damascus, Syria. If you do not agree with these terms, please do not use our services.

2. Eligibility and accounts

• You must be 18 or older to place orders.
• Give accurate details and keep them up to date, especially your phone number and address.
• You are responsible for keeping your password secret and for everything done through your account. Tell us straight away if you suspect unauthorised use, and review your devices on the Devices page.
• One account per person. Creating multiple accounts to benefit from offers, referrals or coupons is not allowed.

3. How the marketplace works

Shaam is a marketplace where Shaam itself sells alongside independent sellers. The seller is shown on every product page and is responsible for describing the product accurately; we run the platform, payments, customer care and coordinate delivery and returns. If you would like to sell on Shaam, see Sell with us.

• “Made in Syria” badge: the seller has confirmed the product is made or assembled in Syria, and our team checks this where possible.
• “Trusted” badges: the seller or shop has passed our review and keeps a good record on order fulfilment and ratings. A badge is not a guarantee for every product and may be withdrawn if performance drops.

4. Imported products from Amazon and SHEIN

Some products come from global stores such as Amazon and SHEIN; we order and import them on your behalf once your order is confirmed. Special rules apply:

• They usually take 10–20 days to arrive and may be delayed by international shipping or customs.
• Final sale: there is no return policy for these items in Syria, so they cannot be returned or exchanged for a change of mind or size. We can only help if the item arrives damaged or is not what you ordered, reported within 48 hours of delivery with photos.
• Pictures and specifications may differ slightly from the original store; we take care to copy them faithfully.

Affiliate links: where clearly shown, a product may be a link to an external store. That purchase happens on that store under its own terms and policies, and we may earn a commission at no extra cost to you.

5. Prices and currency

• Prices are set in US dollars. We also show the equivalent in new Syrian pounds for reference, at a market exchange rate we update regularly and which may change.
• The final price, including delivery and any discount, is the one shown at checkout when you confirm.
• We work hard to show correct prices. If there is an obvious pricing or description error, we may cancel the order or contact you to confirm it at the correct price, and refund anything you paid in full.

6. Orders, acceptance and cancellation

• When you place an order you receive a confirmation that we received it. The order is accepted when we confirm it and start preparing it.
• You can cancel from My orders before preparation starts. After that, it is handled as a return under the Returns Policy.
• We may cancel all or part of an order if an item is out of stock, there is a pricing error, we suspect fraud, we cannot verify the payment or your phone number, or we cannot deliver to the address. We will tell you and refund any amount paid.

7. Payment

We accept cash on delivery, Sham Cash, Syriatel Cash, MTN Cash, bank transfer, Shaam wallet balance and gift cards, as available at checkout.

• For e-wallet or bank transfer payments you must upload proof of payment (a receipt or transaction number); the order is not prepared until it is verified.
• We may set a maximum order value for cash on delivery and may ask you to verify your phone number with a one-time code for large orders.

Full details are in the Payment Policy.

8. Delivery and returns

We deliver to all 14 Syrian governorates under our Shipping Policy. At handover you give the courier your 4-digit delivery code, which confirms that you received the order.

You can request a return for most items within 48 hours of delivery from the order page, with photos of the item. Some items cannot be returned, including products imported from Amazon and SHEIN. Full details are in the Returns & Refunds Policy.

9. Wallet, gift cards, Jasmine Rewards, referrals and coupons

• Shaam wallet: a balance you can spend on Shaam, coming from refunds, gift cards or rewards. Track it on the Wallet page. Wallet balance cannot be cashed out, except where the Returns Policy allows it for a refund.
• Gift cards: valid for 2 years from issue, cannot be exchanged for cash and are not returnable. Keep the code safe like cash — we are not responsible for a code you shared. See Gift cards.
• Jasmine Rewards: points you earn from purchases and activities, redeemable as discounts under the rules on the Rewards page. Points have no cash value, cannot be transferred, and points earned on returned items are removed.
• Referrals: the referral reward is given when your friend completes a first qualifying order. Referring yourself or using fake accounts is not allowed and such rewards may be cancelled.
• Coupons: each coupon has its own conditions (dates, minimum spend, eligible products), cannot be combined unless stated and has no cash value.

We may change or end reward and referral programmes in future, while honouring what you earned before the change under its rules.

10. Reviews and content you post

When you post a review, photo, question or answer, you keep ownership of it and give us a free, non-exclusive licence to display, copy, translate, resize and use it on Shaam and to promote Shaam.

Your content must be honest and based on your own experience, and must not contain abuse, incitement, other people’s personal information, advertising, misleading links or anything that infringes others’ rights. We do not accept paid or fake reviews. We may moderate, hide or remove content that breaks these rules.

11. Live chat and AI assistants

• An AI assistant answers first in live chat and in Ask Shaam. Its answers may sometimes be inaccurate or incomplete; the product page, our published policies and confirmation from our staff always prevail.
• You can ask to be handed over to a human agent at any time.
• Never share your password, wallet PIN or verification codes in chat — nobody on our team will ever ask for them.

12. Acceptable use

You must not:

• try to hack, disrupt or bypass the security of the site, or scrape it with automated tools without permission;
• place fake orders, repeatedly refuse cash-on-delivery orders without reason, or upload forged payment proofs;
• abuse offers, coupons, referrals or reward programmes;
• abuse our staff, couriers, sellers or other users;
• use Shaam for anything unlawful.

13. Intellectual property

The Shaam name and logo, and the design, text and software of the website and apps, are owned by or licensed to us. Other product names and brands belong to their owners. You may not copy or commercially reuse any part of Shaam without our written permission.

14. Warranties, liability and indemnity

We provide our services with reasonable care, but we cannot promise the site will always be available or error-free. Product warranties are those shown on each product page from the manufacturer or seller.

To the extent permitted by law, we are not liable for indirect or consequential losses or loss of profit, and our liability for any order is limited to the value of that order. Nothing in these terms limits rights you have that cannot be waived under the applicable laws of the Syrian Arab Republic.

You agree to compensate us for claims or losses arising from your breach of these terms or the law, or from content you posted.

15. Suspension and termination

You can close your account at any time on the Privacy page. We may suspend, restrict or close your account, or withdraw a payment method such as cash on delivery, if you break these terms or we suspect fraud or abuse. We will tell you why unless the law or security reasons prevent it; open orders and legitimate wallet balance remain subject to these terms.

16. Events beyond our control

We are not responsible for delays or failures caused by events beyond our reasonable control, such as power cuts, internet outages, security situations, road closures, natural disasters, border and customs delays or decisions by authorities. We will keep you informed and do our best to complete your order, or offer you cancellation with a refund.

17. Governing law and disputes

These terms are governed by the applicable laws of the Syrian Arab Republic. If a disagreement arises, please contact us first through live chat or the contact page and we will try to resolve it amicably within 30 days. If that is not possible, the courts of Damascus have jurisdiction.

18. Changes and contact

We may update these terms from time to time. We publish the new version here with its date and tell you about significant changes in advance. Continuing to use Shaam after a change takes effect means you accept it; orders placed earlier stay under the terms in force when they were placed.

• Email: [email protected]
• WhatsApp: +963 998 479 353
• Phone: 011 74226 (SHAAM)
• Live chat: Help & chat
• Contact form: Contact page
• Address: Al-Marjeh Square, Damascus, Syria
• Official website: shaamstore.sy