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Return & Refunds:

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

What is the return policy?

We're here to help with all your return and exchange requests! To be eligible for a refund, our general return conditions apply: all items, including any promotional gifts from your order, must be returned within 14 days from the date of purchase.

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

  • To request a return, please log in to your account and access your orders through the link below:
    🔗Return Request

Please note the following policy changes:

  • Refunds can only be requested online through the official 🔗Return Request. Refunds are no longer processed at any store.
  • For items returned in good condition, once the item is received back at MCC, the store team will initiate the refund for orders purchased using card payment. For Cash on Delivery (COD) purchases, please complete the COD refund request form provided by our Contact Center team.
  • Exchange: Can be made at any Kiabi store. Please present your original receipt at the time of exchange.
  • Store Location: Click here to find your nearest Kiabi store.



    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,accessories, cosmetic items.
  • Orders cancelled after dispatch will not be eligible for a shipping fee refund.
  • Each order is eligible for a one-time exchange only. This policy helps us prevent misuse and ensure fair service for all customers.
  • 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 is intended to affect any consumer rights that you may have under UAE Law.
  • Once confirmed for Refund, we will process the following way.
  • The above policy applies only to products purchased within Al-Futtaim Brands store across UAE.


Payment Method Credit Card Debit Card Cash on Delivery
Refund method Credit Card Debit Card Only Through Store

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

Please note that we cannot accept cancellations outside of the specified periods as the order will have been processed and can only then be cancelled through our returns/refunds process as mentioned above.

How long do I have to return an item?

From the time of shipping or collection, you will have 14 days to return your purchase, as long as it meets our return policy.

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

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

How do I return my products?

You have 14 days to return products. The returns process requires two simple steps:

1. Return the relevant products to a store as soon as possible in the same condition as supplied, in their original packaging

2. Carry the relevant invoice. A copy is provided on your order confirmation email.

 

Please note that the duration is in accordance with the relevant applicable laws in your country, and in case of offers, special conditions are to be applied.

How long does the return process take?

Once you’ve submitted an online return request, the process is conducted in 3 simple steps.

  • Pick-up: Up to 2-4 working days to arrange and pick up the item(s) you’d like to return.
  • Process: Up to 2-3 working days to perform a quality check and issue the refund
  • Refund: Your bank or card issuer may take an additional 7-10 working days to process the refund transaction.

Once we receive the return request and process the item(s), we will issue your refund to your credit card or bank account based on the original method of payment.

 

Please visit any of our stores for Cash on Delivery (COD) or Click and Collect orders.

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?

From the time of order, you will have 14 days to return your purchase, as long as it
meets our return policy.

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

Refund: Your bank or card issuer may take an additional 7-10 working days to process
the refund transaction.

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 on 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.