exchange & return
EXCHANGES & RETURNS
You bought it but it wasn’t love at first sight? No problem. Returns and exchanges are super easy. Please note the below:
- You have 14 days from receiving your order to request a Returns Authorization Number for local Kuwait orders and 28 days for International orders.
- You must request a Returns and Exchange Application from firstname.lastname@example.org within 14 days of receipt of purchase. Once Al-Ostoura provides you with the R&E App, it is valid for a 14 more calendar days in which the goods in question must be shipped back to Al-Ostoura.
- Items must be returned unused with all tags and designer labels still attached. Returns that do not meet our policy will be sent back to you.
- Refunds are always credited to the original credit cards used when the returned items were initially purchased. Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
- Shipping, duties, and taxes are non-refundable.
- Shipping is free the second time around for an exchange so long as all items to be exchanged are sent back at the same time and in the same shipment.
- You might have to pay import duties and taxes on this item(s) again depending on the laws where the customer resides or has asked for their shipment to be delivered.
- Late returns may be accepted at our discretion but will be refunded as store credit.
- We make every effort to ensure our products are represented as accurately as possible. However, as monitors vary, we cannot ensure that colors and textures will not be distorted.
- Returns & Exchanges can be shipped back to us, free of charge, via our authorized shipper specified in the R&E Application. Customers using an alternative shipper will be held responsible for any pickup charges, damages while in transit or complete loss.
- Refunds can only be made back to original customer’s name and to the original account from which the funds were paid, such as, original credit card used to make the initial purchase.
- If the returned item has been received as a gift you will be eligible for store credit (valid for 12 months) as refunds are only permissible back to the original purchaser’s account.
- Please note that our procedure for exchanging any item is the same whether it is for:
- the SAME Reference but in a different SIZE or COLOR, or...
- A DIFFERENT Reference
STEP BY STEP GUIDANCE TO RETURN OR EXCHANGE:
- Please email us at email@example.com within 14 days of receiving your order, specifying:
- Your name and the Commercial Invoice Number
- Which references you wish to return by quoting the reference of the item(s) available on your commercial invoice. If you wish to make an exchange you must also mention the size, color or new reference that you would like to purchase instead.
- Your confirmation that you still have the Return Airway Bill that we originally included in your package when you received it.
- If you are just returning an item, you will receive via email a Return Commercial Invoice within one business day which includes all the relevant information necessary for you to ship the merchandise back to us.
If you’re exchanging an item, we will check if your requested item is still available and reserve it. We will then forward you an email explaining any difference to be paid or refunded based on the exchange and attach the necessary Return Commercial Invoice for you to ship back the item that you would like to return for the exchange.
- Once you receive the above document via email, you will need to print 4 copies of this document and sign them all at the bottom in the space provided.
- Repack the items to be returned in the same packaging and make sure you include 1 copy of the Return Commercial Invoice inside the box as a precautionary measure. (DO NOT SEAL THE PACKAGE AS OUR SHIPPER WILL NEED TO CHECK ITS CONTENTS)
- Call our shipper and schedule a pickup, their local number is provided for you at the bottom of the Return Commercial Invoice next to your signature. Our collection service is free of charge.
- Once our shipper arrives for pick up, please hand him the package, the Return Airway Bill and 3 copies of the Return Commercial Invoice with your signature on them.
- After inspecting the returned item(s) and approving it, we will email you a confirmation of the return with proof of your refund. In case of an exchange, the difference mentioned to you before will be either charged or refunded to the same credit card used when you made the purchase initially.
- In case of an exchange we will ship the item that has been put aside for you based on your exchange instructions.