AIVI Kuwait: delivery, returns and customer service

Customer service

Customer care in Kuwait is on +965 2226 1111, from 9am to 9pm Gulf Standard Time every day, which is 8am to 8pm in Kuwait. Email goes to customercare@aivi.com, the same address used across the Gulf. Neither WhatsApp nor live chat appears in the FAQ.

Delivery

Parcels reach Kuwaiti addresses in 5 to 7 days. A basket under KWD 10 pays KWD 2 for shipping; KWD 10 and above ships free. The billing page lists shipping and any service tax before you pay. Products supplied by international partners usually need 12 to 14 days.

The cash fee is the larger cost on a small order. A KWD 8 basket paid in cash comes to KWD 12.750, with KWD 2 for delivery and KWD 2.750 for cash. Paid online, with KWD 2 of extra items to reach KWD 10, the total would be KWD 10 and nothing more.

Express and quick-delivery services in the FAQ are described for the UAE, not for Kuwait.

Following and adjusting an order

Look up Order Status in My Account on the app or website. AIVI emails and texts an Air Waybill number once the order leaves, and if it travels in more than one shipment, an SMS gives every shipment number with a tracking link.

Address changes go through customer care and are possible only before the order is billed and shipped, and AIVI makes no promise that it will work. You cannot switch payment method after ordering, so a cash order stays a cash order with its KWD 2.750 fee. A prepaid parcel can be held for up to 4 days and a cash one for up to 2.

Cancelling

From the order page you can cancel the full order or selected items, as long as nothing has shipped. Once it has been fulfilled, call or email customer care. Prepaid orders that are cancelled go back to the card in full. Purchases of loyalty points and gift vouchers are final.

Returns and exchanges

You have 14 days from delivery to send a Kuwaiti order back or swap it, and AIVI collects them free of charge. Bring the item back unused, unopened, with original packaging, tags and invoice. Fragrances, cosmetics, innerwear, gift vouchers and anything made to order or altered are not accepted.

Exchanges are limited to the same item in another size or colour at the same value; the new one ships 48 to 72 hours after the original is picked up and checked. Items from international partners can only be returned. A promotional piece can be exchanged only if the same offer is still live at the same price.

If the box arrives visibly damaged, refuse it. Tell customer care about a wrong item within 24 hours; hidden damage can be reported within 14 days.

1. Go to My Orders and choose the order.
2. Select Return/Exchange, or Place Return.
3. Mark the item and the reason.
4. Pick a refund method.
5. Submit with Return Item.
6. Have the parcel ready for the free pickup within 24 to 48 hours.

Refunds

AIVI processes refunds within 7 working days of receiving and inspecting the return. After that, money paid by card is back on the same card within 5 to 7 working days. If you paid cash, the refund arrives as credit in My Cash, the AIVI wallet, within a day; it is spendable online only and cannot be transferred to a bank. The FAQ gives both an unlimited and a one-year validity for that credit.

Payment and Club AIVI

For Kuwait the FAQ confirms payment in cash at the door, charged KWD 2.750 per order. Its general payment answer adds credit and debit cards where the bank allows them, online bank transfer and reward points, and card refunds are described for Kuwait. KNET, Apple Pay, Tabby and Tamara are not named for Kuwait. Cheques and demand drafts are refused.

Club AIVI, the successor to Club Apparel, returns up to 5% in points on eligible purchases once your account is linked, and old Club Apparel points have carried over. For codes, see the AIVI coupon page for Kuwait.