Return process can be accepted within 14 days from the invoice with the conditions of the following two steps:
- The product to be returned in the same condition as supplied, in their original packaging.
- The invoice to be presented.
Policies
- 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.
Exchanges Process
If you would like to exchange any products, you may:
- Contact Customer service on the online platform and provide them with the information.
Please note that this exchange is subject to availability and is per our applicable
policies.
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 in condition that the product is in the same condition as supplies and in their original packaging, with an invoice presented and the product is not used.
Cancellation
If you wish to cancel your order, you may do so by calling our Customer Services department during working hours, or by choosing the " cancel my order" tap 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 authorization or process a refund transaction, 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.