FAQ
Your account
Creating a Kiabi account is a breeze! You can simply provide your details on our Register page and click. Create my account now, and you're all set!
Can I change my email address ?
Unfortunately, we're unable to change your email address as it's linked to all your account details. If you wish to use a different email address, you'll need to create a new Kiabi account. Additionally, you have the option to delete your account.
Can I add a new shipping address or edit my existing address ?
Absolutely! Simply log in to your account, access your Account overview, and select Address book. From there, you can add or edit your shipping address and set a default address for future orders.
What else can I do with my Order history apart from viewing past orders ?
In addition to viewing past orders, your Order history provides information on current order statuses and option to return and buy again.
Can I shop without an account ?
Yes, you can. Simply choose to checkout as a guest. However, we'll still need a few details such as your contact number and address to process your order and ensure smooth delivery.
Orders
How do I know if I have completed my order ?
You'll know your order is complete when you reach our Thank you page with your confirmed order details. We'll also send you an email confirmation.
How can I check the status of my order ?
Track your order through the order confirmation email or shipping confirmation email, which includes a tracking link. You'll also receive an SMS with the tracking link once your order is out for delivery.
Can I cancel my order ?
Yes, as long as your order is still being processed. Email us at customer.service@kiabi.ae or contact us at 800 KIABI (800 54224) to cancel. If your order has already shipped, you can initiate a return within 14 days of receipt.
Why was my order cancelled ?
Orders may be cancelled due to stock availability or payment verification issues. We'll promptly refund any payments made.
How can I ensure the products I choose will fit me properly ?
Refer to our Size Guide for measuring tips and size charts. Links to the Size Guide are available on every product page.
Can in-store promotions and sales be applied to my online order?
While we generally offer the same promotions online as in-store, some promotions may vary.
Payment
What payment methods can I use ?
We accept Visa, Mastercard and Tabby.
Are your prices inclusive of VAT ?
Yes, all prices displayed on our website already include VAT.
Shipping & services
We aim to make your shopping experience hassle-free. Here's what you need to know about our delivery services.
What are Kiabi’s shipping rates?
*Free standard shipping on all orders of AED 99 or more.*
Processing and delivery times vary depending on location and product availability. Estimated delivery dates are calculated from the moment products leave our warehouse.
Once the courier takes possession of items, ownership transfers to the buyer.
Which courier company has Kiabi partnered with ?
Our shipping requirements are fulfilled by Time Express.
Can I get free delivery for my order ?
Yes! You will get FREE delivery if you have made a purchase of AED 99 or more.
When will I receive my order ?
Your order will be shipped the very next day if you have requested for a delivery in Dubai, Abu Dhabi & Sharjah.Your order for other areas will be shipped within 1 - 2 days starting from the day you place your order.
How will I know when my order is on its way to me ?
We will send you an email when your order has been shipped.We will also give you a call to arrange the most suitable time to deliver your order.
Can I change my shipping address after placing an order ?
Yes, you can. Just give us a call at 800 KIABI (800 54224) and provide the new shipping address you would like us to ship to.
Do I have to present anything at the time of shipping ?
We might ask for a valid ID so please be ready to present either your Emirates ID, passport or driving license.
Can someone else receive my order on my behalf ?
Definitely! He or she will only need to present either their Emirates ID, passport or driving license.
Returns & refunds
We understand that circumstances change. Here's how to proceed with returns and refunds.
How long do I have to return an item ?
You have 14 days from shipping or collection to return your purchase, provided it meets our return policy.
Returns can be processed through our return center or in-store with the original invoice.
Certain items, such as hygiene, earrings, jewelry, sunglasses, hair accessories, cosmetics, and underwear are not eligible for return.
Refunds will be issued according to the original payment method.
If you've paid Cash on Delivery, you'll receive a voucher code or cash refund in-store.
VAT and shipping fees are not refunded.
If you have any questions, reach out to our customer service team.
Refunds
Once your return is confirmed, refunds will be processed accordingly.
Credit card payments will be refunded to the original card within 21 days.
Cash on Delivery payments can be refunded as a voucher code or in cash at a Kiabi store.
VAT refunds are provided with proof of purchase.
For further assistance, contact us at 800 KIABI (800 54224).
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.
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 ?
From the time of shipping or collection, you will have 14 days to return your purchase, as long as it meets our return policy. Simply login to your account, select your order and raise a return request.
How will I receive my refund ?
We will credit your refund through your original form of payment.
How long do I have to return an item ?
We have made it as easy as possible to return any unwanted products.You can raise a return request online from your account, 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.
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 at 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.
Can I return an item that was purchased under promotion or came with a bundle deal?
You can return promotional or bundled items, but you must also return any free or discounted products that were included with the original item. We do not provide partial refunds for promotional bundles.
Click & Collect
Click & Collect is a free service that allows you to shop online and conveniently collect from store.
Do I need to pay an additional amount to use Click & Collect ?
Not at all! Click & Collect is a free service.
Can I choose any Kiabi store in the UAE for my Click & Collect order ?
You can choose Kiabi store in Mirdif City for Click & Colllect.
How do I know when to collect my order ?
We will send you an email to let you know that your order is ready for collection. You can then head to your chosen store to collect your order.
How much time do I have to collect my order ?
From the time you receive our email notifying you that your order is ready, you will have 14 days to collect your order from your chosen store.
What do I need to bring when collecting my order ?
You will be asked to present your order number (which you can show through the email we sent to notify you that your order is ready for collection) and your ID card.
Can someone else collect my order on my behalf ?
Yes, you can send someone else to collect your order for you. To help us make sure that we are releasing the order to the right person, we would need him/her to bring the following:
- An authorization letter written by you
- A copy of your Emirates ID, passport or driving license
- The order number (indicated in the order confirmation SMS or email we sent you)
- Emirates ID, passport or driving license of the person collecting
- A copy or the original card used for the purchase