Returns & Refunds

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Returns Process

Policies

Exchanges Process

Refunds

Cancellation

Returns Process

You have 14 days to return your products.

The returns process requires two simple steps:

1. Return the relevant products to a store as soon as possible in the same condition as supplied, in their original packaging

2. Carry the relevant invoice

Please note that the duration is in accordance to the relevant applicable laws in your country, and in case of offers, special conditions are to be applied.

What is an online return?

You can now return items you’ve purchased online conveniently through the click of a button.
This can be done on-the-go through our website, you can select one or more items you wish to return, and they’ll be picked up and refunded.

How does it work?

1

Log in with your username and password using the ‘Sign In’ page.

2

Navigate to the ‘My Account’ page,
followed by the ‘Orders’ section.

3

Click on the ‘Return Items Online’ button.

4

Select the items you wish to return, along with the reason & quantity.

5

Before the arranged pick up, please read the instructions and click on the ‘Print Return Label’ button to print your shipping label and attach it to the package(s) you are returning to us.

Policies

Products purchased online can only be returned to any of our stores.

Any items whatsoever which have been provided free-of-charge with the relevant products must also be returned.

You must take reasonable care of any products that you wish to return and not use them. The products must be returned in their original conditions. We will not be responsible for any loss or damage caused to the items during your possession and may reject the request to return, exchange or refund.

In accordance with global retail industry standards, we are unable to accept returns or exchanges of products in the following categories: underwear, lingerie, fragrances, health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.

In the case of faulty, damaged or incorrectly supplied goods, we may offer you a substitute or replacement product or we will give you a full refund through the possible means, including any delivery charges you paid for (if any). In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.

Refunds

Subject to the above exclusions, we will process a refund upon receipt of the returned/exchanged products, excluding any delivery charges you paid for through ordering.

Any refunds given by us in relation to returns/exchanges will be made as follows.

References to Alshaya Card refer to our gift/refund card which may then be used for future purchases in our stores, not online.

Refunds will be done only through the Original Mode of Payment.

Cancellation

If you wish to cancel your order, you may do so by calling our Customer Services department: 182-12-12 during working hours and within one hour of having placed it.

If you paid by credit card or debit card (KNET in Kuwait), and you have cancelled in accordance with this clause then we will reverse the authorisation or process a refund transaction (as the case may be) as soon as possible but we are not responsible for how long this will take to be reflected on your account as this is dependent on bank processing procedures. 

Please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be cancelled through our returns/refunds process as mentioned above.