AIVI Saudi Arabia: delivery, returns and customer service
Reviewed by Huda SalehUpdated
In short
This page explains how AIVI, the store formerly called 6thStreet, handles orders in Saudi Arabia once you have paid: who to contact, how delivery and tracking work, how to cancel, and how returns and refunds run. The two numbers to keep in mind are SAR 100, the basket that ships free, and 14 days from delivery to return or exchange an unused item.
| Free delivery from | SAR 100 |
|---|---|
| Standard delivery fee | SAR 9 |
| Return window | 14 days |
| Free returns | Yes |
| Cash on delivery | Yes, fee SAR 30 |
| Pay later | Not published |
From AIVI’s own pages for Saudi Arabia, read .
Customer service
AIVI's customer care number for Saudi Arabia is +971 4 814 2666, a UAE line that the store also gives for the UAE, Bahrain and Oman. The team works from 9am to 9pm Gulf Standard Time, which is 8am to 8pm in Riyadh, seven days a week. You can also write to customercare@aivi.com.
The FAQ does not mention WhatsApp or live chat. Keep your order number ready when you call or write; customer care is also the route for changing an address, holding a parcel or booking a courier return.
Delivery times and charges
Standard delivery to Saudi addresses needs 5 to 7 days. Orders under SAR 100 pay SAR 9 for shipping and orders from SAR 100 ship free. The billing page shows the shipping charge and any service tax before you confirm.
Some products are sent by international partners, and AIVI says those usually take 12 to 14 days, so allow extra time if you are buying for a date. The 60-minute and express services described in the FAQ are tied to the UAE and are not offered for Saudi Arabia in the pages we read.
Paying cash at the door adds SAR 30. On a SAR 80 basket paid in cash the total becomes SAR 119, with SAR 9 for delivery and SAR 30 for cash; adding SAR 20 of items and paying online would bring it to SAR 100 with no fees at all.
Tracking and changing an order
Order status is under My Account on the website and in the app. When the parcel ships, AIVI sends an Air Waybill (AWB) number by email and SMS. If the order is split into several shipments, an SMS lists each shipment number with a tracking link.
Customer care can change the delivery address only until the order is billed and shipped, and even then AIVI does not promise the change will go through. The payment method cannot be changed once the order is placed. If you will be away, customer care can hold a prepaid order for up to 4 days or a cash order for up to 2 days.
Cancelling
Until the order ships, you can cancel all of it or just some items from the order page. After it has been fulfilled, cancellation goes through customer service. A cancelled prepaid order is refunded in full to the card used. Orders for loyalty points or gift vouchers cannot be cancelled once placed.
Returns and exchanges
You have 14 days from delivery to return or exchange an item, and return shipping is free. The item must be unused, in its original packaging, with its tags and the invoice; opened packages are refused. Fragrances, cosmetics, innerwear, gift vouchers and made-to-order or altered items cannot be returned.
An exchange covers only the same product in another size or colour of equal value, and the replacement ships 48 to 72 hours after the original is collected and inspected. Products from international partners can be returned but not exchanged, and a promotional item can be exchanged only while the same promotion is running at the same price.
If the outer packaging looks damaged when the courier arrives, refuse the parcel. Report a wrong item within 24 hours of delivery; damage you discover later can be reported within 14 days.
- Open My Orders in the app or on the website and select the order.
- Choose Return/Exchange (some screens say Place Return).
- Pick the item and the reason for returning it.
- Select how you want to be refunded.
- Tap Return Item to submit the request.
- Hand the parcel to the courier, who is booked within 24 to 48 hours.
Refunds
AIVI processes a refund within 7 working days of receiving and inspecting the item. A credit or debit card then takes 5 to 7 working days to show the money. Cash-on-delivery orders are refunded as credit in My Cash, the AIVI wallet, within 1 day; that credit can be spent online only and cannot be moved to a bank account.
The FAQ gives two validity periods for wallet credit, unlimited in one answer and one year in another, so spending it within a year is the safe reading. Whether the SAR 30 cash fee comes back is not stated.
Payment and loyalty
Cash on delivery is the method AIVI confirms for Saudi Arabia, at SAR 30 per order. The general payment answer also mentions credit and debit cards where the bank allows online use, online bank transfer and reward points, but Apple Pay, Tabby and Tamara are listed for the UAE only. Cheques and demand drafts are not accepted.
Club AIVI, which replaced Club Apparel, gives members up to 5% back in points on eligible purchases; link your account to earn on online orders, and existing Club Apparel points have already moved across. eGift cards work online only, while physical gift cards are for stores. For codes, see the AIVI coupon page for Saudi Arabia.
Saving at AIVI in Saudi Arabia
The strongest offer right now: Free delivery on orders from SAR 100. All AIVI codes in Saudi Arabia
Frequently asked questions
What is AIVI's customer service number for Saudi Arabia?
+971 4 814 2666. It is a UAE number shared with the UAE, Bahrain and Oman, and the team answers from 9am to 9pm Gulf Standard Time every day, which is 8am to 8pm Saudi time. If you prefer to write, use customercare@aivi.com and include your order number.
How do I track an AIVI order in Saudi Arabia?
Check Order Status under My Account on the website or app. Once the parcel ships, you receive an Air Waybill number by email and SMS. If AIVI splits the order, an SMS gives each shipment number and a tracking link. Standard Saudi deliveries need 5 to 7 days.
Can I change my delivery address after ordering from AIVI?
Sometimes. Customer care can update the address before the order is billed and shipped, but AIVI does not promise it. Call or email as soon as you notice the mistake. If you just need the parcel later, customer care can hold a prepaid order for up to 4 days or a cash order for up to 2 days.
Can I exchange an AIVI item for another size?
Yes, within 14 days, for the same product in a different size or colour of equal value. Start it from My Orders as you would a return. The replacement ships 48 to 72 hours after the courier collects and AIVI inspects the original. Items from international partners can only be returned, not exchanged.
Which AIVI items cannot be returned?
Fragrances, cosmetics, innerwear, gift vouchers and anything made to order or altered. Any item whose package has been opened is also refused, and the rest must come back unused with tags and invoice. A promotional item may still be returnable, but it can be exchanged only while the same promotion runs at the same price.
Can I move AIVI wallet credit to my bank account?
No. Credit in My Cash, where cash-on-delivery refunds land, cannot be transferred to a bank and can be spent online only. The FAQ says in one place that it never expires and in another that it lasts one year, so plan to use it within a year. You find the balance under My Account in the wallet tab.
Sources
AIVI in other Gulf countries
AIVI UAE: delivery and returnsAIVI Kuwait: delivery and returnsAIVI Qatar: delivery and returnsAIVI Bahrain: delivery and returnsAIVI Oman: delivery and returns