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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. All items, including any promotional gifts, must be
returned within 14 days from the date of purchase.

Returns

To request a return, please log in to your account and submit a return request online: 🔗Return Request

  • For quicker processing, drop off your item with the receipt at the KIABI MCC store.
  • Prefer a collection? You can also arrange for a courier pick-up. Once received and inspected, your refund will be returned to your original mode of payment within 7-10 business days.


Exchanges

  • For the fastest swap, visit KIABI MCC store with your item and receipt.
  • Prefer to request online? Submit through 🔗Return Request, select courier pick-up and we'll collect your item. Please allow up to 1 working week for your replacement to be dispatched after inspection.



The following apply to items scheduled for Return & Exchange.


  • Items must be unaltered, unused, and in full saleable condition, with original packaging (labels, tags, etc.), free gifts, and order confirmation (invoice) included.
  • These items are not eligible for return or exchange: used or damaged shoes, underwear, swimwear, pierced jewellery, and cosmetic items.
  • Orders cancelled after dispatch are not eligible for a shipping fee refund.
  • Each order is eligible for a one-time exchange only.
  • Defective items (e.g. delivered damaged or with missing parts) may be returned for a replacement or refund.
  • We reserve the right to refuse orders from customers with excessive return levels. Nothing in this policy affects your rights under UAE Law.customers.
  • This policy applies only to products purchased on Kiabi.ae within the UAE.


For further information, please don't hesitate to contact us at Customer.Service@kiabi.ae or call us at 800 KIABI (800 54224). We'll be happy to serve you.

How long do I have to return an item?

You have 14 days from the date of delivery to return your purchase, as long as it meets our return policy.

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

Yes. Pierced jewellery, swimwear, and underwear cannot be returned or exchanged, along with used or damaged shoes.

How do I return my products?

Returning your products is simple:

1. Log in to your account and submit a return request online: 🔗Return Request and a courier will be arranged to collect from your address.


2. Drop off your item at the KIABI MCC store with your invoice, or arrange a courier pick-up.

 

Please ensure items are unaltered, unused, and in their original packaging with all labels and tags attached.

Can I exchange the same item more than once?

No. Each item is eligible for a one-time exchange only. This helps us keep the exchange process fair and efficient for all customers.

How long does the return process take?

Once your return request is submitted, here's what to expect:

  • Drop-off at store: The quicket option; your item is inspected and returned or exchanged on the spot.
  • Courier pick-up: Up to 2-4 working days for collection, followed by 2-3 working days for inspection.

Once inspected, your refund will be issued to your original mode of payment within 7–10 business days, depending on your bank's processing time.

Can I modify or cancel an order after placing it?

You can modify or cancel your order as long as it hasn't been fulfilled or shipped yet.

 

Once your order has shipped, it can no longer be cancelled or modified. Instead, you can accept the delivery and raise a return or exchange request through our returns process


Please note: cancellation requests made outside the allowed window cannot be accepted; as the order will already be in process by then. In this case, you'll need to follow the same returns/refunds process once it arrives.

How will I receive my refund?

Your refund will be returned to your original mode of payment within 7–10 business days, depending on your bank's processing time. You'll also receive a VAT return invoice by email for your reference.

Can I receive my refund as store credit?

No, at this time we do not issue credit notes.

Will I get my VAT refunded when I return products?

Yes. Just present 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, shipping fees are non-refundable. For further clarification, please email Customer.Service@kiabi.ae or call us at 800 KIABI (800 54224).

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

If you believe you've received an incorrect refund amount, please contact us at Customer.Service@kiabi.ae or 800 KIABI (800 54224) and we'll be happy to help.

What if my item arrives damaged or defective?

If you receive an item that's defective, delivered with missing parts, or other damage; you can return it for a replacement or refund.

 

Log in to your account and submit a return request online: 🔗Return Request and a courier will be arranged to collect from your address.


Please contact us at 800 KIABI (800 54224) or Customer.Service@kiabi.ae to report the issue.

Can I return an item that was purchased on promotion or came with a bundle deal?

Yes. Promotional or bundled items can be returned, but any free or discounted items included with the original purchase must also be returned. Partial refunds are not provided for promotional bundles.