AIVI UAE: delivery, returns and customer service

Customer service

Call +971 4 814 2666 between 9am and 9pm, seven days a week, or email customercare@aivi.com. The same number serves Saudi Arabia, Bahrain and Oman, so expect to give your country and order number. WhatsApp and live chat are not mentioned in the FAQ.

Customer care handles address changes, order holds, courier returns and questions about returning items in store, which in the UAE needs their confirmation first.

Delivery options

Standard delivery in the UAE takes 3 to 5 days. Below AED 100 the shipping summary gives a AED 9 charge, while another FAQ answer says AED 10; from AED 100 it is free. The billing page shows the exact charge and any service tax.

Express (1-day) delivery covers eligible locations and products and is generally paid. Orders placed between midnight and 2pm ship the same day; orders after 2pm ship the next day.

Quick delivery, in 60 minutes, 90 minutes or 2 hours, is available for selected items and areas. The FAQ gives two sets of hours for the 60-minute service, 11am to 10pm daily in one answer and 10am to 8pm in another, and the countdown starts when the order is confirmed. It is prepaid only, a delivery fee may apply at checkout, and the address cannot be changed after ordering. If an item is out of stock or your area is not covered, checkout offers the next available option.

Paying cash adds AED 20, which is over double the standard shipping fee. Items sent by international partners usually take 12 to 14 days.

Tracking and changes

Standard and express orders are followed through Order Status in My Account. When the parcel ships you get an Air Waybill number by email and SMS, and split orders get an SMS with every shipment number and a tracking link. Quick-delivery orders are tracked under My Orders in the app.

An address can be changed through customer care only before the order is billed and shipped, and never on a 60-minute order. The payment method is fixed once you order. Customer care can hold a prepaid parcel for up to 4 days and a cash parcel for up to 2.

Cancelling

You can cancel a whole order or part of it from the order page until it ships; after that, contact customer service. Prepaid cancellations are refunded in full to the card. For quick delivery, cancelling the entire order also refunds the delivery fee, but a partial cancellation does not. Loyalty points and gift vouchers cannot be cancelled after purchase.

Returns and exchanges

Returns and exchanges are open for 14 days after delivery and the pickup is free. Items must be unused and unopened, in the original packaging with tags and invoice. Fragrances, cosmetics, innerwear, gift vouchers and made-to-order or altered pieces are excluded.

Only in the UAE does AIVI take returns in store, at Club AIVI stores, with the original invoice; check eligibility with customer care before you go. Exchanges are for the same product in another size or colour at the same value and ship 48 to 72 hours after the original is collected and inspected. International partner items are return-only.

Refuse a parcel whose packaging is damaged on arrival. A wrong item must be reported within 24 hours of delivery, and damage noticed later within 14 days.

1. In the app or on the website, go to My Orders and open the order.
2. Tap Return/Exchange or Place Return.
3. Select the item and give a reason.
4. Choose the refund method.
5. Confirm with Return Item.
6. Wait for the courier, scheduled within 24 to 48 hours, or ask customer care about an in-store return.

Refunds by payment method

Once AIVI has the item and has inspected it, the refund is processed within 7 working days. From there, Tabby and Tamara refunds take 1 to 2 working days, while cards and Apple Pay take 5 to 7 working days. Cash orders are refunded into My Cash, the AIVI wallet, within a day.

Wallet credit can only be used online and cannot be sent to a bank account. The FAQ calls it valid forever in one place and valid for one year in another, so the shorter period is the one to plan around.

Payment, gift cards and Club AIVI

Of AIVI's six countries, the UAE lists the most ways to pay: credit or debit card, Apple Pay, Tabby or Tamara, and cash at the door for AED 20. Quick delivery needs one of the prepaid methods. Cheques and demand drafts are not accepted.

eGift cards are redeemed on the website and app only, and physical gift cards only in stores. Club AIVI members, including former Club Apparel members whose points moved over automatically, can earn up to 5% back in points on eligible purchases once their account is linked. For codes, see the AIVI coupon page for the UAE.