Business Update

  • What measures are you taking to ensure the safety of my products?

    Our teams are closely following COVID-19 guidelines as per the World Health Organization (WHO) and the local and national authorities. Your safety is of utmost importance to us. As a homegrown brand, we are in this together with you and understand your concern about yourself, your families and the communities we all live in.

    Our number one priority will always be the health and safety of you, our customers and our own people. We would like to share with you a few precautionary measures we have been practicing in our daily operations:

    Sanitised facilities. We own and operate all our warehouses ourselves, and ensure the highest standards of cleanliness and hygiene at all our facilities. In addition to our stringent safety standards, we have further introduced disinfection processes and rigorous sanitation of all locations. Along with sanitisers at all workstations, our employees have the appropriate protective gear to ensure their safety and yours.

    Driver hygiene. All our drivers have been trained on hand hygiene best practices as per WHO guidelines. Additionally, they are now sanitising their hands before and after every interaction.

    Contactless home deliveries. We have now advised changes to our standard doorstep procedure so that prepaid orders can be left at your door rather than being handed over – to minimize interaction.  For all Cash on Delivery orders, our couriers are trained on hand hygiene and will be sanitising their hands before and after every interaction.

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  • What happens if I am unable to collect my order within 3 days of receiving the order ready SMS?

    • If you do not collect your order in 3 days, we will return your order to our warehouse and initiate cancellation.
    • After your cancellation is processed, your money will be refunded to your original payment method with 7 working days.   

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  • Which stores are currently offering click and collect?

    • Centrepoint Store, Al Ghazali road, Block 1, street 33, Al Rai.
    • Centrepoint Store, Salem Al Mubarak, block 3, Street 101, Salmiya.  
    • Centrepoint Store, Al Mutawa Tower, Tunisia street, Block 4, Next to Al sadiq mosque, Hawally
    • Centrepoint Store, Sama Sulaibikhat Mall - Grananda Area, Sulaibikhat 80, Sulaibikhat
    • Centrepoint Store, Al Slayil Mall, Al Marzouq Al Miteb, Block No 3, Street 625, Jahra
    • Centrepoint Store, Al-Bairaq Mall - Fintas Commercial Centre, 85 Street 250, Egaila (Fintas).
    • Centrepoint Store, Mubarak Al Kabeer, Street 64, Al Awqaf complex car parking building, Kuwait City
    • Centrepoint Store, Al Hamoud Tower - Fahaheel Coastal Road - Al Daboos Street, 55, Block 11, Fahaheel
    • Centrepoint Store, Al Sharqiya Mall, Block 7, Street 68, Near Al Osaimi Hospital.

    Pickup time: 10.00 AM to 6 PM.

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  • I want to place a Click & Collect order?

    Click & Collect is now available at select stores and pick up locations. You can view available collection locations during the checkout process.   

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  • I want to collect my order from store.

    Collection is now available from a number of stores. Some stores remain closed and your item/s will be held for you to collect once they reopen. Alternatively, if you would like to cancel your order, please contact our customer support team who will be able to assist you.

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  • I would like to return an item/s I purchased online, what should I do?

    Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).

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  • I would like to return an item/s I purchased instore, what should I do?

    Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).

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  • I would like to place a cash on delivery order, but I am unable to.

    Due to temporary restrictions we are currently unable to accept cash on delivery, orders may still be placed using a credit or debit card. Customers with existing cash on delivery orders, we will make every effort to deliver your items. If we are unable to deliver your order, we will contact you with alternative options.  

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  • I have a credit note which expired whilst your stores were closed, is there anything I can do? 

    Credit notes are valid for 6 months, in the event it expires during the period of store closures, please contact our customer support team who will be able to assist you.

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  •  I visited one of your stores and it was closed.

    Due to territory regulations we have temporarily closed a number of stores. We are continuously monitoring the situation and will endeavour to reopen all of our stores as soon as possible.

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  • Your customer support team were meant to contact me, and they are yet to do so,

    We are currently experiencing extremely high volumes in our contact centre. It will take us slightly longer than usual to contact you. Alternatively, you can you can find the answer to our most frequently asked questions here.

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  • I am unable to contact your customer support centre.

    We are currently experiencing extremely high volumes in our contact centre. Alternatively, you can you can find the answer to our most frequently asked questions here.

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  • I have submitted a return request, but I have not heard from you.

    Due to operational restraints, we are currently unable to process any return collections, however you may return any unwanted items in store (in line with our returns policy).

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