Delivery and Returns

Dear customer, we at Thouqi.com & Tawseel eCommerce Group believe that customer service is the corner stone of our entire business. We try our best to avoid any issues that may arise during your shopping experience with us, therefore we made sure that all our policies are transparent and simple to understand and if you need any clarification please do not hesitate to contact us directly.

Delivery Policy

  1. Thouqi.com ships orders internationally via FedEx and in Kuwait by Company's own delivery network and, from time to time, we will use 3rd party logistics partners.
  2. Orders are delivered according to the delivery method you choose when you place the order. We offer same day and next day delivery in Kuwait and Fedex express shipping out of Kuwait.
  3. Once you have received the order, we (or our logistics partner) will ask you for your electronic or physical signature. Your signature will be a confirmation that you have received all items purchased in the order.
  4. If you are not present at the specified delivery address, we (or our logistics partner) can deliver the order to any person at the specified address and their signature on the order will be a confirmation that you have received all items purchased in the order.
  5. If we (or our logistics partner) reach your address and fail to deliver the order, please contact our customer service department to arrange an alternative delivery time. We will not be responsible for any orders that are not delivered within a period of 30 days after the day of purchase.
  6. International shipping: The recipient is the importer of record and must comply with all laws and regulations of the destination country. The destination country may subject to import taxes, customs duties and fees levy orders shipped outside of Kuwait. The recipient of an international shipment may be subject to such import taxes, customs duties and fees, which are levied once a shipment reaches the recipient's country. Additional charges for customs clearance must be borne by the recipient. Customs policies vary from country to country.

Return & Exchange Policy

  1. You have the right to return or exchange items purchased from Thouqi.com, a division of Tawseel General Trading W.L.L. within 7 calendar days of purchase under the following conditions:
    1. Returned or exchanged items must have a manufacturing defect that cannot be repaired without compromising the items quality, fake, fiddle or does not match the specifications stated on Thouqi.com.
    2. Returned items must be in their original packaging, new, unused and with Thouqi tag and designer garment tags still attached.
    3. Returns that are damaged, soiled or altered may not be accepted and may be sent back to the customer.
    4. Returned items (unless defective, fake or fiddle) must be in resellable condition and for specific items:
      1. Where provided, belts and any designer packaging such as authenticity cards, dust bags and leather tags should be included with your return.
      2. Shoes: All shoes must be tried on a carpeted surface until you are certain you are keeping them. Shoes should be returned unmarked and in their original, undamaged shoe box as this is considered part of the product. Shoes that are returned without a box, in a damaged box or with marked soles may not be accepted, and may be sent back to the customer.
      3. Bags: As dark items of clothing can easily transfer dye onto light- colored bags, please handle these items carefully if you if you are still deciding to whether to keep them.
      4. Clothing: Please take care when trying on garments, as all products must be returned in a new, unused and undamaged condition.
      5. Lingerie & Swimwear: Briefs, swimming costumes and bikini bottoms should be tried on over underwear, without removing the protective adhesive strip. Returns may not be accepted if this strip has been removed or if items are soiled, and may be sent back to the customer.
      6. Faulty goods: Please note that items that are damaged as a result of wear and tear are not considered to be faulty. Where possible, we will offer to repair faulty items. If you would like to exchange your item, please be aware that we can only replace it for the same product in the same size, subject to availability.
  2. You have the right to receive your refund against returned items in the same form of payment made at time of original purchase. For example, if you bought items in cash you will receive your refund in cash.
  3. You have the right to receive your refund in full. We will not deduct any kind of transactions fees, such as visa/mastercard/knet fees or processing fees, from your refund amount.
  4. You have the right to receive your refund within 10 calendar days of your original request.

How to Process your Return or Exchange - Customers in Kuwait

  1. If you would like to return or exchange an eligible item within 7 days of purchase, you can contact our customer service center and we will arrange for pickup from your address stated in your invoice. When we collect your item, please provide us the original invoice at time of purchase.
  2. Please allow us 10 business days to assess your return or exchange request.

How to Process your Return or Exchange - Customers Outside of Kuwait

  1. If you would like to return or exchange an eligible item, you can contact our customer service center and we will arrange for pickup from your address stated in your invoice. When we collect your item, please provide us the original invoice at time of purchase.
  2. Please allow us 10 business days to assess your return or exchange request.

How to Contact Us

We are available to serve you and reply to your queries 24 hours a day, everyday including holidays. Here is how you can contact us:

  • Kuwait & International: +965 1821010
  • Saudi Arabia: 920033999
  • e­mail: cs@thouqi.com
  • twitter: @thouqidotcom

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