FREQUENTLY ASKED QUESTIONS

Welcome to SIVVI.COM, the ultimate online fashion site in the Middle East, powered by Alabbar Enterprises. We are on a mission to bring you the best shopping experience there is, offering shoppers free delivery, hassle-free returns and convenient payment options.

To help you with your shopping experience, check out some FAQs. If you can’t find the answer you are looking for, drop us a line at customercare@sivvi.com.

HOW CAN I PLACE AN ORDER?

Here’s a simple guide to help you place an order on SIVVI.COM:

  1. Browse through the products. Select the items you would like to buy and add them to your bag.
  2. After you add everything you need to the bag, click ‘View Bag” and then "Proceed to Checkout".
  3. Under New Customer, add your email and click “Proceed”.
  4. Fill your shipping information, then choose payment method.
  5. Click "Place Order Now".
ARE YOUR PRODUCTS ORIGINAL?

All the products on SIVVI.COM are 100% original. We work directly with brands and their authorised distributors to guarantee 100% authentic products.

CAN I TRY ITEMS BEFORE I BUY?

After you receive and pay for your order, you can try on any item in the comfort of your home, and if it doesn’t fit, you can return it and we will refund you to buy something new within 14 days. Please follow the return process mentioned below.

WHAT IF AN ITEM DOES NOT FIT ME?

No problem. If any of the item(s) you received don’t fit you, you can return it back to us, and we will arrange for a refund to reorder the correct size. To learn how to return your ordered item(s), please read more below.

DO YOU HAVE A PHYSICAL SHOP?

SIVVI.COM is a pure online shop. We don’t have any physical stores, but we will deliver your order directly to your door.

HOW CAN I PAY FOR MY ORDER?

We want to make your shopping experience as simple as possible so we offer lots of payment options, including:

  • Cash on Delivery
  • PayPal
  • Cards (Visa, Mastercard)
HOW CAN I CANCEL MY ORDER?

If you want to cancel your order, please send our Customer Care team an email at customercare@sivvi.com quoting your order number and request a cancellation.

Alternatively, you can also call us on +971 4 3832000 during our regular working hours (Sunday to Thursday, 09:00am-05:30pm GMT+4).

Please note that if your order has already been processed and you want to cancel it, you will need to receive it first and then follow the return process.

WHERE DO YOU DELIVER TO?

Through our courier partners we can deliver across Kuwait.

WHEN WILL I GET MY ORDER?

In approximately 4-9 working days.

Our courier companies will confirm the best delivery time in advance. For Cash-on-Delivery orders, please have the exact amount available for the courier.

WHAT ARE YOUR SHIPPING OPTIONS AND RELATED CHARGES?

For more information on shipping charges and delivery times, please check out the details below:

Shipping Time Shipping Costs Payment Options
4-9 Working Days* · Free delivery for orders over  KWD 16**
· KWD 2.5 extra cost for orders under KWD 16
· Cards
· PayPal
· Cash on Delivery (Additional cost of KWD 2.5)

*Our courier companies do their best to deliver within the time frames mentioned above. However, there are times when you may experience a short delay in receiving your shipment due to customs clearance and inspections.

**At SIVVI, we welcome bulk orders from our shoppers; however, we are unable to offer free shipping. If you would like to place a bulk order, please contact our Customer Care team at customercare@sivvi.com and ask for a shipping cost quotation. Alternatively, if we receive a bulk order, we will email you back with the details of the shipping costs before processing your order.

HOW CAN I TRACK MY ORDER?

When we process the order, you will get a notification with the tracking code from the shipping provider.

You can track your order with any of our delivery partners by logging onto their website and quote your tracking number.

Aramex Kuwait

Website: www.aramex.com/express/track.aspx

Number: +965 1 820011

The courier can keep your order for a maximum of 14 days, and if after 14 days you cannot be reached, the order will be cancelled and returned to our warehouse.

Should you require additional help, drop us a line at customercare@sivvi.com.

HOW DO I RETURN AN ITEM?

To return one or more items you are not happy with, we need you to ship the item(s) back to us, we will check it for quality and then arrange for a refund. Please read more on this below.

Within 14 days of receiving your order you need to send an email to our Customer Care team at customercare@sivvi.com with your order number, mentioning the items you wish to return. Alternatively, call us on +971 4 3832000 during our regular working hours (Sunday to Thursday, 09:00am-05:30pm GMT+4).  After 14 days we will not accept any returns.

WHAT ITEMS CAN BE RETURNED?

All items, including those on sale, can be returned within 14 days except the following items which cannot be returned: earrings, bikini bottoms, swimsuits, tattoos, beauty and items with sealed packaging that’s been opened.

All items must be in the original packaging and unused with its SIVVI.COM return tags.

CAN I RETURN AN ITEM THAT I HAVE WORN?

For any item(s) to be eligible for return, it must be received in perfect condition and unworn, including its SIVVI.COM return tags as well as any dust bags, authenticity cards, or boxes.

As soon as we receive the item(s), you will receive an email from our Customer Care team to confirm that the item(s) is received and are eligible for return. For security and tracking purposes, we recommend using a courier company or registered postal service to send back any item(s) for return as all responsibility sits with the customer until any item(s) are received by our Customer Care team.

HOW MUCH TIME CAN I HOLD AN ITEM BEFORE RETURNING IT?

If you want to return any item(s), you must let us know within 7 calendar days of receiving your order to be able to process a return. Then you need to ship it back to us within 14 calendar days of receiving your order.

HOW MUCH DOES IT COST TO RETURN AN ITEM?

Once you let us know you want to return any item(s), our Customer Care team will provide you with the necessary details.

For all Kuwait returns, you must ship the item(s) to the below address using a registered postal service or courier company:

SIVVI.COM

P.O. Box 121612

Community 368, Street 8,

Warehouse #11

Al Quoz Industrial 3,

Dubai,

United Arab Emirates

Tel. : +971 4 3832000

Any item(s) remain the responsibility of the customer until our Customer Care team receives them. We recommend using a reputable courier service and insuring the shipment.

If you are shipping any item(s) to SIVVI.COM, please email the tracking number of the shipment to our Customer Care team. As soon as we receive your shipment we will confirm by email.

WHAT OPTIONS DO I HAVE WHEN I RETURN AN ITEM?

We will refund the full amount of the transaction, except any shipping, customs or other non-product related fees, if there were any.

The method of refund depends on the payment method used to place the order. Please note the following conditions and term for refunds.

  1. Card Payments

    Payments made with debit or credit cards can have either:

    • The funds returned to the original card used to make the payment within 20 calendar days of our Customer Care team confirming the return, or
    • Alternatively, we can give you a voucher code to place a new order immediately.
  2. PayPal Payments

    Payments made with PayPal can have either:

    • The funds returned to the PayPal account that was used to make the payment within 20 days of our Customer Care team confirming the return, or
    • We can give you a voucher code to place a new order immediately.
  3. Cash-on-Delivery Payments
    • A voucher code for the same value of the returned item(s) will be issued to use in your next order. Within 5 working days of receiving your item(s), this unique voucher code will be sent to you via email from our Customer Care team.
    • Funds can be transferred to an account, with a minimum value of USD 27. The cost of the bank transfer will be charged to the customer and funds will be returned within 20 days of our Customer Care team confirming the return.
WHEN WILL I GET MY REFUND?

All refunds will be complete in 20 days at the latest.

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