Returns & Refunds

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Returns Process for Online Purchased Orders

Policies

Exchanges Process

Refunds

Cancellation

Returns Process for Online Purchased Orders

You have 14 days from the date of delivery to return your products.

Arranged pick-up & return

You can arrange for the pick & return of your items in 4 simple steps:

• Contact: Call our customer service number on 8000-707. Our team will be happy to guide you with the process and next steps.

• Pick-up: Up to 2-4 working days to arrange and pick up the item(s) you’d like to return.

• Process: Up to 2 working days to perform a quality check and issue the refund.

• Refund: Your bank or card issuer may take an additional 14 working days to process the refund transaction.

We will issue your refund to your credit card or bank account based on the original method of payment.

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 within 30 days in the same condition as supplied.

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.

And in the case that the quality check fails on your returned items, your items will be shipped back to you and will be subject to a cost. This process is completed within 1-5 working days.

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, swimwear, lingerie, fragrances, health & beauty (such as skincare, make-up & cosmetics) or other products which are personalised to your order.

In the case of a faulty, damaged or incorrectly supplied product, you shall receive a refund of the purchase price of such product. In any case you must return the faulty, damaged or incorrect products to us as soon as possible in the same condition as supplied.

Items purchased from our stores/online in one country are considered non-refundable and non-returnable in any other country. This policy also applies to items purchased by a third party or a reseller on behalf of the customer.

Exchanges Process

If you would like to exchange any products, you may:

- Visit the nearest store to return your products.

- Purchase the new products through a new transaction.

- In case of a refund, it will be processed within 14 days.

Please note, exchanges cannot be made without returning the original product(s) and processing a new transaction.

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.

For your convenience, stores offer the option of a cash refund within 5 days of receiving your order.

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

References to eGift refer to our gift/refund card which may then be used for future purchases in our stores and online where applicable.

Cancellation

If you wish to cancel your order, you may do so by calling our Customer Services department: 8000-707 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.