Secure payment options

Tabby

Shop now, pay later with tabby. For more information, please click here.

Cash on Delivery

The cash on delivery option is currently unavailable.

Click & Collect

You can pay online and we will deliver your order to the selected store for collection. After placing your order, you’ll receive a confirmation email / text message with order number. Please wait for an email and/or SMS from us telling you when it’s ready to collect.

If you’re unable to collect your order for any reason, please contact us on 800-74292.

Please note that we’re unable to accept orders that include either non-available item or items for collection from one of our stores as well as items for home delivery. In these cases please place two separate orders – one for collection and one for home delivery.

We keep your order in store for 14 business days.

All uncollected orders will be cancelled and any payments made will be refunded to the card used for the purchase.

For more information, please visits our FAQ's page.

Shipping Policy

We deliver to all areas across the United Arab Emirates.

The moment you complete your purchase, your delivery will be processed. We will send you a confirmation email to the email address you have provided, which includes the goods you have ordered and their cost.

Delivery Options

• Next day Delivery – Order before 10pm and receive your order the next day. Delivery charge is AED 19. Free delivery on orders above AED 149. Orders after 10pm will be delivered within 2 days.
• Same day delivery - Order before 12pm and receive same day delivery. Delivery charge is AED 30. Please note that some areas are not eligible for same day delivery. All eligible areas will be presented at checkout.

Click & Collect

• Order your product online and pick it up in stores.

Return Information

You have 14 days to return 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.

Online Return Process

• Step 1: Call Alshaya Customer service on 800-74292 and inform them that you want to return items. Share the required details with the customer service representative.
• Step 2: An email will be sent from Aramex, including a 12-digit number called the Airway Bill Number “AWB”.
• Step 3: You have the choice to copy the “AWB” to the package, or print the label and tape it to the package.
• Step 4: You will receive a call from Aramex to confirm pickup.
• Step 5: You will be refunded upon the confirmation of the return.

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 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.

COD orders are not eligible for online returns.

eGift cards

- Any products purchased through an eGift card will be refunded via an eGift card

- Any orders placed through a combination of payment methods (e.g. eGift + Card) will be refunded via the original payment method

     ⚬ eGift card payments will be refunded via an eGift card and the remaining balance directly to credit/debit cards

- eGift card purchases & Top ups are non-refundable

Exchanges Process

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

- Visit the nearest store to return the items & purchase the new products.

Please note that this 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.

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

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: 800-74292 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.

Customer Support

📞 800-74292

📧 customer service contact form