AIVI Oman: delivery, returns and customer service

Customer service

For Oman, AIVI gives +971 4 814 2666, the UAE-based line it also lists for the UAE, Saudi Arabia and Bahrain. Oman shares Gulf Standard Time with the UAE, so the 9am to 9pm daily hours are the same on your clock. You can also email customercare@aivi.com; WhatsApp and chat are not offered in the FAQ.

Delivery to Oman

Delivery takes 5 to 7 days. Baskets below OMR 12 pay OMR 2 and those of OMR 12 or more ship free; the billing page shows shipping and any service tax before you pay. Products sent by international partners usually take 12 to 14 days.

With cash at OMR 2, a small order can carry two equal fees. An OMR 10 basket paid in cash comes to OMR 14. Paid online it costs OMR 12 with delivery, and for that same OMR 12 you could instead add OMR 2 of items and reach the free-delivery line.

Express and quick-delivery options are described only for the UAE.

Tracking an order

Order Status in My Account, on the app or the website, shows where things stand. When the parcel ships you receive an Air Waybill number by email and SMS, and an SMS with all shipment numbers and a tracking link if the order is split.

An address can be changed through customer care before billing and shipping, but not reliably after that. The payment method cannot be changed. Customer care can hold a prepaid order for up to 4 days or a cash one for up to 2 if you will not be home.

Cancelling

Until the parcel ships, the order page lets you cancel everything or just certain items. After fulfilment, customer care has to handle it. A prepaid order that you cancel is refunded in full to the card. Gift vouchers and loyalty points cannot be cancelled once ordered.

Returns and exchanges

Omani orders have 14 days from delivery for a return or exchange, with a free courier pickup. The item must be unused, unopened and in its original packaging with tags and invoice. Excluded are fragrances, cosmetics, innerwear, gift vouchers and made-to-order or altered items.

You can exchange only for the same product in a different size or colour of equal value; it ships 48 to 72 hours after pickup and inspection. Items from international partners can be returned but not exchanged, and a promotional item can be exchanged only if the same promotion is still active at the same price.

Refuse any parcel with damaged packaging. Report a wrong item within 24 hours of delivery and damage found afterwards within 14 days.

1. Go to My Orders on the app or site and pick the order.
2. Select Return/Exchange or Place Return.
3. Choose the item and state the reason.
4. Pick how the refund should be paid.
5. Confirm with Return Item.
6. Give the parcel to the courier, who comes within 24 to 48 hours.

Refunds

After AIVI receives and inspects the item, it processes the refund within 7 working days, and a card refund then needs 5 to 7 working days to arrive, so allow up to about 14 working days in total. Cash orders are refunded as My Cash wallet credit within a day; the credit is for online use only and cannot be sent to a bank. Whether the OMR 2 cash or delivery fee is returned is not stated.

Payment and gift cards

Oman is confirmed for payment in cash at the door, at OMR 2, and card refunds are described for Oman too. The FAQ's general list adds cards where the bank enables them, online bank transfer and reward points. OmanNet, Apple Pay, Tabby and Tamara are not named for Oman. Cheques and demand drafts are not taken.

eGift cards are for the website and app only; physical gift cards are for stores only. Club AIVI, which absorbed Club Apparel points, gives up to 5% back in points on eligible purchases once your account is linked. For codes, see the AIVI coupon page for Oman.