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Frequently Asked Questions

When are you open?
We are open 24 hours a day - 7 days a week - 365 days (366 on leap years!) - and during all holidays :)

What are the Customer Service working hours and how can I contact them?
Customer service by phone is available daily from 9:00 AM to 11:00 PM.
You can also contact us via email at: Cs@taw9eel.com
WhatsApp customer support is also available every day from 9:00 AM until 12:00 midnight, throughout the week.

How long does it take to deliver?
It depends on the delivery option you choose.
Fast - Within 30 minutes.
Express - Within 2 hours, 1 hour in some areas.
Standard - Within 5 hours.
Scheduled - any date or time you select within the next 3 days.

How much is the delivery charge?
Standard Delivery for most areas is 1KD. For some areas it can increase to a maximum of 5KD. Express delivery is 3KD and Fast delivery is 1 KD.

Are all products delivered directly by Taw9eel?
Not all products are delivered directly by Taw9eel.
Some items are delivered by the supplier directly, and the delivery time may vary from 2 hours to 3 business days, depending on the product type and its delivery policy.
This information is clearly mentioned in the product details section on the website, and it also appears when selecting the delivery option during checkout.

Do you deliver to my area?
We deliver to everywhere in Kuwait.

Do I have to be home when the order is delivered?
No, just someone to accept and sign for the order.

How can I re-order products I previously ordered?
Simple! Login with your email and passwords then click proceed to your account page. You will see a list of all your previous orders - simply click re-order on the order you want. If you wish to edit the order, simply proceed to the cart page.

What if my order is out of stock?
If your order is out of stock, you may choose one of the following options:

  • Request a replacement item of the same value
  • Receive a store credit for the same amount to use on our website
  • Get a refund to your original payment method

Does store credit have an expiration date?
No, store credit does not have an expiration date. You can use it anytime at your convenience.

Is Shopping on Taw9eel.com Secure?
When you order anything from us your order is made over a secure connection via an SSL (Secure Socket Layer). This means that all the personal information you enter will be encrypted so it cannot be read as it travels over the Internet. Encryption is used on all pages within the buying process, making shopping on Taw9eel.com as safe as possible.

Is my Credit Card/Knet information safe?
In compliance with the highest industry standards, We do not take nor save any of your credit card or Knet information on our servers. When you make a payment through Knet, you will be directed through a secure connection to the Knet page. Knet will then process the payment and will only send us back a confirmation of the payment. This way, your data will never leave the Knet page.When you make a payment with your Visa or Mastercard, you will be directed through a secure connection to Commercial Bank. Commercial Bank will then process the payment and will only send us back a confirmation of the payment. This way, we never store your card number.

What if my order is missing a product or product is past its expiry date?
We are sorry for this inconvenience. Please call our customer service line 1821010 or Contact us via our Whatsapp service on the same number and we will do everything we can to make up for our mistake.

How can I pay for my order?
You can pay online using:

  • Knet
  • Visa
  • Apple Pay
  • Mastercard
  • Deema
  • Store Credit

Return Policy
If you contact us within 48 hours of receiving the item, we will arrange for a driver to pick it up from your location. Once received, we will proceed with either a refund or replacement, as per your request.
If you contact us after 48 hours, you are welcome to return the item at our drop-off point in Sheeel – Ardiya.
Working Hours: Saturday to Thursday, from 9:00 AM to 5:00 PM
Closed on official public holidays
Please note: Items must be sealed and in resellable condition, unless the return is due to a defect.

E-Cards Policy
Codes are typically delivered within 30 minutes to 24 hours, depending on the verification and security process.
Codes are sent via email and WhatsApp once the order is processed.
E-Cards are non-refundable and non-exchangeable.
In case the code is not available, the paid amount will be refunded using the original payment method only.
Refunds cannot be issued as store credit.

What is a Specialty Stores?
Specialty stores are partners with Taw9eel who have amazing products and services. Once you order item from a specialty store they will deliver it to you.

How do I identify if this item delivery by a specialty store?
You will see next to the product name the following "FULFILLED BY A & K"

If I have an issue in item which is delivered by a specialty store, what shall I do?
Please contact our customer service at 1821010 and we will do everything we can to resolve this issue for you.

How do I delete my account?
If you want to delete your account you can do so under My Account -> Account information by clicking delete account button or in the app under menu screeen by clicking delete  account button. This action is not reversible and will delete all of your account data other than the one we’re required to keep by the law.