FAQs

Our shopping process is designed for your convenience, but we recognize that purchasing luxury items is a special experience. Personal service is essential to us, and our customer care team is available to assist you at every step.

If you have any questions or need help with your order, feel free to reach out. You can email us at customercare@AlOthmanFashion.com, or contact us on WhatsApp at +965 97286641. Our office hours are 9 AM to 4 PM (GMT+3) Sunday to Thursday.

If you prefer to make a purchase through a customer care agent, you can contact us via WhatsApp at +965 9492 6212. Our office hours are 9 AM to 4 PM (GMT+3) Sunday to Thursday, and our team will be happy to assist you.

We accept Visa, Mastercard, American Express, and KNET (in Kuwait). We also offer payment through Tabby for easy installment plans.

Every purchase is secure with certified secure servers and advanced encryption. We use Secure Socket Layer (SSL) technology to encrypt and protect the data you send to us. You will see a padlock symbol in your browser when SSL is enabled, and you can click it to view the SSL digital certificate details.

For added security, you will always be required to enter your CVV code for every order. Additionally, we may contact you by e-mail to verify your details and protect your payment.

All payments will be charged in Kuwaiti Dinar. However, you can view prices in US Dollars, British Pound, Euro, Saudi Riyal, Qatari Riyal, UAE Dirham, and Bahraini Dinar.

If you wish to amend any order details, we will need to cancel the order, and you will need to place a new one. For security reasons, we are unable to amend shipping or billing details or arrange any re-directions.

We are pleased to offer global shipping, including across the GCC and internationally. Our logistics partner is DHL International. Please note that we may need to request additional information to clear your parcel through local customs, depending on the destination and local import regulations. We will keep you informed if anything is required during the shipping process.

Kuwait Deliveries: Same-day delivery is available for orders placed before 4 PM. Orders placed after 4 PM will be processed the next business day. We do not ship on Fridays or during holidays. Orders placed after 1:30 PM on Saturdays will be processed on the next business day.

International Deliveries: Please allow up to 5-7 working days for international deliveries. We do not ship on Fridays or during holidays. Orders placed after 1:30 PM on Saturdays will be processed on the next business day.

If your purchase doesn't meet your expectations, you have 14 days from the date of delivery to return your items for a refund. Please ensure all items are returned with original tags and labels attached, and in the same condition they were received. We refund the cost of goods only; taxes, duties, and shipping fees are non-refundable.

Important Return Notes:

• Kuwait Orders: Eveningwear, accessories, bridal gowns, and perfumes must be returned within 24 hours of receiving the item. Swimwear cannot be returned. Other items not in these categories are eligible for return within 14 days.
• International Orders: Eveningwear, accessories, bridal gowns, and perfumes must be returned within 24 hours of receiving the item. Swimwear cannot be returned. Other items not in these categories are eligible for return within 14 days.
• Refund Process: Refunds are processed within 20 business days of accepting the return request.

Whether you checked out as a guest or have an account, you can request a return effortlessly. Follow these steps:

For Guest Checkouts:

1. Request a Return: Visit the footer of our site and click on Create a Return to initiate your return.

For Account Holders:

1. Log In: Access your account on AlOthmanFashion.com.
2. Go to My Account: Click on CREATE A RETURN in the left-side menu.
   • Select the order number from the drop-down menu to begin.
3. View Orders: Navigate to MY ORDERS to view your order history.
   • Find the order you wish to return and click VIEW ORDER to see item details.
4. Initiate Return: Click on RETURN, select a reason for your return from the provided list, and submit.

Once you complete this process, we'll email you the return invoice and airway bill. Please print them, and DHL will contact you to arrange pickup at your convenience. If printing is an issue, you can ask DHL to bring a pre-printed airway bill during pickup.

Note: We inspect all returned items upon receipt. Once approved, your refund will be processed back to your original payment method. Items not meeting our return policy will be sent back to you.

Currently, we do not offer direct exchanges. Instead, you may return your order for a refund once it's approved. If you'd like a different item, simply place a new order. Each purchase will be treated as a separate transaction.

If the item meets our returns policy, you will receive a refund for the product price, minus return shipping costs and any applicable duties. Please allow up to 20 business days for the refund to appear in your account.

Please note:

• Return shipping is not free; customers are responsible for these charges.
• Customs duties and sales taxes are non-refundable.

Delivery Policy

• Kuwait:

  • For orders below 150 KD, a delivery charge of 2 KD applies.
  • For orders 150 KD or above, delivery is free.

• International:

  • For orders below 150 KD, shipping charges will apply and vary depending on the destination.
  • For orders of 150 KD or more, delivery is free within the GCC. For countries outside the GCC, additional charges apply.

Refund Policy

Please note that in the case of refunds, delivery charges will not be refunded.

For GCC region customers (Bahrain, Saudi Arabia, Qatar, UAE, and Oman):

• Taxes and duties will be calculated and charged at checkout, allowing you to pay upfront.

For customers outside the GCC:

• Taxes and duties are not collected at checkout. Orders are shipped on a DDU (Delivery Duty Unpaid) basis, meaning the prices on our website exclude these fees.
• Upon arrival in your country, you will need to pay any applicable import duties, customs fees, and local sales taxes to clear your order from customs.

Please note:

• If these fees are not paid, the parcel may be returned to us, but you will still be responsible for these charges, which will be deducted from any applicable refund.
• We are unable to estimate specific customs or tax fees, as these vary by country.

Once your order is dispatched, we will email you an air waybill number so you can track your package.

If you've forgotten your password, simply go to the Sign In/Register page and select Forgot Password?. For security, an automatic email with a link to reset your password will be sent to your registered email address. Follow this link to create a new password.

To update or modify your account information, log in to your AlOthmanFashion.com account and make changes directly.

If you wish to delete your account, please contact our Customer Care team at customercare@AlOthmanFashion.com.

Should you have forgotten your password, please click on Sign In/Register and select 'Forgot Password?'. For security reasons, an automatic email will be sent to the address you have provided, including a link that will allow you to recreate your new personal password.

If you are signed into your AlOthmanFashion.com account, items in your shopping bag will remain visible, but please note that they are not reserved. Similarly, items saved in your Wishlist are not guaranteed to remain available.

We strive to offer a flexible returns policy to enhance your shopping experience. However, we monitor return activity, and excessive returns that breach our terms may be flagged. If we identify repeated returns, we may, at our discretion, refuse future orders. If this policy applies to your account, we will reach out to inform you.

All transactions on AlOthmanFashion.com are secure. Our website uses SSL encryption to protect your personal and payment data, and we do not store any credit card information. All payments are processed securely through our payment provider, KNPay.