Frequently Ask Questions

    ORDERS

    Is a Thahab account required to place an order?

    You can either sign up on Thahab with your e-mail address or shop as a guest on the site. We recommend that you register for a Thahab account so that you can enjoy the benefits of a wishlist and stay up-to-date of the best in fashion.

    What should I do if I forget my password?

    It’s easy to reset your password on Thahab. Just follow the instructions on the ‘Change your password’ link.

    How do I place an order on the site?

    Placing an order on Thahab is no trouble at all. Follow these simple instructions to get started:

    • Select a designer or category from the menu or type in the search bar if you’re looking for something specific.
    • Select the desired item, choose from the item’s size and color options, and click ‘Add to bag’. After you’re done shopping, proceed to checkout.
    • Sign in to your account; if you do not have an account, just enter your email address & proceed.
    • Enter your shipping address and payment information to complete your order.
    • After your order is confirmed, it will be packaged and sent on its way to you.

    Can I place an order over the phone?

    Our dedicated Thahab concierge are just a call away to help you place your order. They can be reached at +965-97357777 Saturdays through Thursdays from 10:00am – 5:00pm.

    Can I cancel or make changes to my order?

    You may cancel your order, change the size of items purchased or your shipping details before your order has been dispatched. However, any of these changes will not be possible post-dispatch. If you wish to add more items to an order, you may place a new order.

    Are the items available on the site genuine?

    Our products are carefully hand-picked from the best luxury retailers across the globe and our partners guarantee the authenticity of all products. For additional assurance, in some instances, you may receive authenticity certificates from brands along with your purchases.

    When will I receive my item & how can I track delivery?

    After your order is confirmed, it will be packaged and be on its way to you. We try to achieve this within the same day if you place your order before 4 PM or within the next business day. within two business days. Shipments to GCC countries are usually delivered in 2-4 days (depending on local customs). Delivery to other destinations may take around 5-7 days. Thahab strives to deliver your purchases in excellent condition as quickly as possible, but it is to be noted that the delivery times mentioned on the site are only estimates and may vary based on factors that are outside of our control.

    We will keep you informed about an estimated delivery date. You can also track your order under ‘My Orders’ in your Thahab account.

    Why can’t certain items be shipped to me?

    While we ship worldwide, government regulations restrict the shipment of some items to all postcodes. Therefore, we can’t ship gold items outside Kuwait. Some exotic products and beauty items are prohibited by the customs of certain countries. We are also not able to ship fragrances and aerosol products internationally. You’ll be prompted to remove items from the bag at checkout, if it’s not permissible to ship them to your destination.

    Which destinations are serviceable?

    Thahab takes pride in shipping worldwide. We deliver to all postcodes. So, feel free to place your order from anywhere on the planet.

    Is my order insured?

    Your order is insured against theft and damage until it is received at your specified address. After it is received and signed for, the insurance cover ends.

    Can I place an order and ship it to multiple addresses?

    You can only specify one address per order. However, if you wish to ship to multiple addresses, you can place a separate order for each location.

    SIZES

    Where can I find the size & fit details?

    The ‘Size Guide’ on the product page will assist you in picking the perfect size. There’s also fit information for every style under the ‘Size & Fit’ section.

    Will my size be available if it’s not in stock presently?

    When a preferred size is unavailable, you may click on the ‘Notify Me’ button to receive an e-mail & SMS update the moment we get your size back in stock.

    PAYMENT & SECURITY

    Which currencies can I use to shop on Thahab?

    You can currently shop on Thahab using only Kuwaiti Dinars (KD). The currency conversions listed on the site are just indicative; you will always be charged in KD at the checkout.

    When will I be charged for my order?

    Your card will be charged after you’ve completed your payment. In case you cancel the order before dispatch, the money will be refunded to your account within 2 weeks.

    Which payment methods do you accept?

    You can make a payment on Thahab using a credit or a debit card (Visa, MasterCard, Diners Club). Please note that we don’t support payments through Paypal or cheques. Also, the cash on delivery option is unavailable at present.

    How secure are my payments?

    For security purposes, we don’t store your card or payment details anywhere. Our transactions are processed through Knet and Cybersource through NBK (National Bank of Kuwait). We also use advanced server security software with SSL encryption to provide a secure transmission of your card details. Trusted, legally authorized partners are responsible for ensuring that your payment details remain secure during the transaction.

    TAXES & DUTIES

    Will I need to pay taxes and duties?

    No taxes or duties are levied if you’re shopping from Kuwait, but if you’re shopping from other parts of the globe, taxes and duties may apply. So, once your order reaches its destination, you will be required to pay all the duties, customs and local sales taxes imposed by the destination country to get your order from customs.

    SHIPPING

    WilI I be charged for shipping?

    Shipping is free worldwide if the shipment value exceeds 200 KD. A shipping charge of 2KD applies for deliveries within Kuwait for order values below 200 KD. For order values below 200 KD addressed to international destinations, the shipping fee varies depending on the destination country, and is displayed at checkout.

    Do you offer same day delivery?

    You can enjoy same day delivery if you place an order before 4pm on a business day in Kuwait. The order will be delivered to you the next business day if placed after 4pm.

    RETURN & EXCHANGE

    What is your returns policy?

    Thahab’s return policy allows you to return most items purchased from the site within 14 days of delivery. However, there are exceptions under this policy:

    • Fine jewelry should be returned within 48 hours.
    • Personalized or refurbished items can’t be returned.
    • Items like perfumes, make-up, cosmetics, skin-care, lingerie and swimwear are non-returnable.
    • All items to be returned should be unused and in their original packaging with all the tags intact and untampered with.

    How do I return an item?

    You can return products purchased from Thahab within 14 days of their delivery, except for non-returnable products and high-value items. Refer to our return policy to learn more about these products.

    To return a product to Thahab, follow these simple steps:

    • Go to ‘Returns’ under ‘Orders’ in your Thahab account.
    • Choose the products you wish to return.
    • If your return is from Kuwait, place a return request specifying the pick-up address and we will arrange for a pick-up normally within a business day.
    • If you’re returning from an international destination, we will send across a DHL air slip, and you will need to coordinate with our your local DHL office for the package to be picked up.
    • Please note that returned items undergo a thorough quality check before a refund is approved.
    • If the returned items clear our quality check, your refund will be initiated after the deduction of delivery/shipping charges and duties charges (where applicable).

    If you have any questions about the returns process or wish to inquire about the eligibility status of your order, please do contact us via telephone at +965 97357777 or drop us a line at concierge@thahab.com.

    How do I package my item for return?

    When preparing your package for return, please ensure that you pack it in its original packaging along with all tags. International customers should attach the DHL air slip to the package before handing it over to the shipping partner.

    What if I receive a damaged item?

    Thahab strives hard to ensure that you receive your order in perfect shape; however, there may be instances when a product is damaged. In case you receive a damaged item, please contact our customer care immediately at concierge@thahab.com, or call +965-97357777. Please include pictures of the damaged item when writing to us to help us address the problem quickly.

    When will I receive my refund? Will I be refunded the full value of my order?

    After your returned items pass our quality check, the refund amount will be credited back to the original source of payment within 2 weeks (this can vary should there be any delay on the part of third parties such as banks). Full value of your order will be refunded excluding the delivery/shipping and duties charges (where applicable).

    Will shipping charges be refunded on return?

    The full value of your order is refunded when your return is processed excluding shipping charges. If you’ve paid custom charges at your end, please recover them by contacting your local customs office.

    CUSTOMER SERVICE

    How do I contact customer service?

    Our customer support is available Saturdays through Thursdays from 10:00am – 5:00pm on +965-97357777 or via email on concierge@thahab.com.

    How can I share my feedback?

    We’ll be delighted to hear from you. For any feedback, please contact our customer support on +965-97357777 or write to us on concierge@thahab.com.

    GIFT CARDS

    Do you have Thahab gift cards?

    We are working on this service and will inform you as soon as the option becomes available. Stay updated on this by signing up for our newsletter.

    MISCELLANEOUS

    Does Thahab have seasonal sales?

    Thahab hosts flash sales twice a year. Be among the first to be notified of these exciting sales by registering for our newsletter.

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