talabat Kuwait: delivery, returns and customer service

Customer service in Kuwait

The Kuwait FAQ gives three routes: live chat, a hotline open 24 hours, and the Feedback tab. Complaints can also go to customercare@talabat.com or the call centre, though the hotline number itself is not printed. The website also has a Contact Us page.

The Kuwait terms treat in-app live chat as the main support channel. The same email address handles two money requests that chat does not: turning talabat credit back into cash, and refunding a gift voucher.

Delivery and curbside pick-up

Each shop sets its own delivery charge, which appears in the order summary. Delivery times are estimates; after ordering, the remaining time shows under My orders. A late order earns no rewards points.

Kuwait's pick-up rules are stricter than a simple counter collection. The merchant holds your order for up to one hour after the collection time, and if you do not collect within one hour of the arrival notification, the order is cancelled with no refund. For curbside pick-up, enter your car's model, colour and plate, and update them if you turn up in a different car. Check the order before you drive off and report problems to the merchant there.

Tracking and changing an order

Open My Orders to see whether the order went through; a placed order is marked Successful, and the remaining delivery time is shown there too.

To add, remove or change items, contact customer service. If the restaurant has already sent the order, extra items may be treated as a separate order.

Cancelling an order

For card payments the terms allow cancellation within 5 minutes of ordering. They also let you cancel a card order and be refunded if delivery runs past the shop's promised time; the FAQ puts that threshold at more than 20 minutes late. Outside those cases, a food order the vendor has accepted cannot be cancelled unless talabat or the vendor is at fault.

talabat can also cancel without a refund if a delivery fails because of you: if you cannot be reached, nobody is there to receive it, or there is no secure place to leave it.

Missing, wrong or damaged items

Problems with food are handled as complaints rather than returns. If talabat finds the order unsatisfactory, it compensates you for all or part of it. If you paid by card, the shop may also reimburse missing items under its own policy. Groceries, flowers, electronics and health and beauty orders follow Kuwait consumer protection law.

1. Check the bag when it arrives.
2. Report the problem immediately through in-app live chat; you can also call the call centre.
3. Send photos or extra details if talabat asks for them.
4. Customer service passes the complaint to the restaurant and tells you the outcome.
5. Choose talabat credit or your original payment method for any refund.

Refunds and talabat credit

Eligible refunds go to talabat credit unless you ask for the original payment method. Back to a card or bank, the terms allow 7 to 14 business days, or up to 30 days for overseas banks; the FAQ is quicker, with K-Net back within 3 working days at most and Mastercard or Visa within 6 days.

Credit in Kuwait can be turned back into cash. Email customercare@talabat.com, and the terms say the cash is paid within 24 hours of the request. Credit is bought only through K-Net, in amounts from KD 5 to KD 200, with no fees or interest, and it works only at shops that accept K-Net. The FAQ says purchased credit lasts 12 months and compensation credit up to 14 days; the terms give 180 days for gift credit. Your credit statement shows each expiry date.

Payment, tips and gift vouchers

The terms list cash on delivery, local debit cards, Apple Pay, Visa Checkout and credit cards; the FAQ adds American Express and K-Net by name. Kuwait and Bahrain are the only countries where debit cards can be used online. If your credit balance is too low for an order, you can top up, pay by K-Net directly, or pay cash. Tips are added at checkout on any order except cash and merchant-delivered ones, and the rider receives all of it.

Gift vouchers come in KD 5, 10, 20, 50, 100 and 200. The recipient verifies by email and the voucher becomes talabat credit. A buyer can ask for a refund only if the voucher is still unused one month after purchase. Current codes are on the talabat coupon page for Kuwait.