Returns & Refunds


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Returns Process


eGift card

Exchanges Process




Returns Process

You have 14 days to return online purchased products.

  • Returned items should be in their original and re-sellable condition, with all tags attached and packaging intact.
  • Accompanied with a valid receipt.

Please follow the below process based on items for return:

  • Home Accessories – return to a store near you. Product(s) should be in their original condition and packaging.
  • Large Items and Furniture – contact Customer Service to arrange an inspection and pick up of unused products in their original packaging.

Customer Delivery Service contact numbers:


Returned items should be in their original and re-sellable condition, with all tags attached, packaging intact and accompanied by a valid receipt. Items purchased at reduced prices during sale or promotional periods can be exchanged within 3 days of the date of purchase, but no refund will be provided on these items. On gift with purchase promotions, the gift should also be returned along with the purchased product, to receive an exchange.

Please note that an order made through our Made to Order (MTO) program is not capable of being cancelled or refunded once placed by you. This in no way affects your rights in respect of faulty or non-conforming goods.

We are unable to accept returns for refund or exchange on:

  • Special order items (MTO)
  • Personalized, monogrammed products.
  • Products damaged through normal wear and tear.
  • Products without an original receipt. If your purchase is faulty, we will offer an exchange or refund.

Orders may be cancelled up to 24 hours after the order was placed for a refund or exchange. Furniture items purchased at Alshaya home furnishing stores cannot be refunded or returned after delivery. Please contact your local store directly to discuss cancellation of your order.

Gift receipts are available at the time of purchase at all Alshaya home furnishing stores. Our exchange and refund policy applies to Alshaya home furnishing stores in all Middle East markets. Merchandise purchased in one market cannot be exchanged or refunded in another market. Alshaya does not accept any responsibility or liability whatsoever for lost, damaged, stolen or any unauthorized use of cards.

Our policy does not affect your local statutory rights. Cash refunds will be considered in the case of manufacturing defects.

Any items whatsoever which have been provided free-of-charge with the relevant products must also be returned.

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.


For more details on our returns policies, please visit our terms & conditions of sale.


eGift card

- 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 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.


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.

Payment Method

Credit Card

Debit Card / KNET

Cash on Delivery


Refund method

Credit Card


Not Available


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


If you wish to cancel your order, you may do so by calling our Customer Services department +965 182-1212 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.