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Returns & refunds

It is perfectly fine to change your mind. Here is what you need to know about returning and refunding your Kiabi purchase.

How long do I have to return an item?

From the time of shipping or collection, you will have 35 days to return your purchase, as long as it meets our return policy.

What is the return policy?

We are happy to assist you and manage all your requests for return and/or exchange!

General conditions are applicable to Returns in order to qualify for a refund - All items (including promotional gift items accompanying the order) must be returned to us within 35 days from the day you receive your items.

Item(s) purchased on Kiabi.AE may be returned and / or exchanged either:

  • By courier pickup. call us at 800 KIABI (800 54224) to arrange a pickup of your products. You can also send an email to customer.service@kiabi.ae

  • Directly in your nearest Kiabi Stores - click link for store locations. Item exchange and refunds are accepted in all stores.

The following apply to items scheduled for Return & Exchange;

  • Items should be unaltered, unused and in full saleable condition, accompanied by their original order confirmation (order invoice).
  • Shoes must not have any sole (or other) damage.
  • Items should be in their original packaging / box / dust-cover and with all brand and product labels / tags and instructions still attached.
  • Due to hygiene reasons, we are unable to return/exchange underwear or swimwear, pierced jewellery, cosmetic items.

If you have received an item(s) that is defective (e.g. delivered with ripped or missing parts, or other damage) it may be returned for a replacement or full credit upon approval.

We reserve the right to monitor returns and to refuse orders from customers with excessive returns levels - However, nothing in this Returns section are intended to affect any consumer rights that you may have under UAE Law

Once confirmed for Refund, we will process the following way;

Credit Card payment will be refunded to the Debit or Credit Card, which the order was purchased. The refund back to the credit card will take up to 21 days depending on your bank.

Cash on Delivery payment can be refunded as:

  • Gift voucher code which is redeemable in Kiabi stores and in Kiabi.ae
  • Refund in cash option is available upon visiting your nearest Kiabi store to process your refund transaction.

For further information, please do not hesitate to contact us. We’ll be happy to serve you.

Are there any items excluded from the return and refund policy?

Yes, there are. These include pierced jewellery, cosmetic items, swimwear and underwear.

How do I return my products?

We have made it as easy as possible to return any unwanted products. You can either return it at any of our stores in the UAE or call us at 800 KIABI (800 54224) to arrange a pick up of your products. You can also send an email to customer.service@kiabi.ae

If I have paid through my debit or credit card, how long would it take for me to get my refund?

The whole process will take 2 to 3 weeks, starting on the day we notify you that we have received your product to your bank processing the return.

I paid through Cash on Delivery. How do I get my refund?

Cash on Delivery payment will be refunded as:

(a) In-store voucher code which you can use in your next purchase online.

Will I get my VAT refunded when I return products?

Yes, you will. Just make sure to present a proof of purchase, such as your receipt or delivery note, when returning your products.

When I return a product, will I get a refund for the shipping fee?

Unfortunately, you will not be able to get a refund for your shipping fee. In case you need more clarification on this, you can give us a call through 800 KIABI (800 54224).

I got refunded the wrong amount. What do I do?

If you think you received your refund in the wrong amount, please get in touch with us at 800 KIABI (800 54224) and we will be happy to help you.