Online Returns

General Conditions Applicable to Returns

Subject to meeting the conditions set out in this Returns and Exchanges section, we offer a “no questions asked" free-returns policy which allows you to return delivered items to us for any reason up to 30 days after the delivery of your Order, free of charge.

In order to qualify for a refund, all items (including promotional gift items accompanying the Order) must be returned to us within 30 days of Order receipt with the following conditions:

• Items must be unaltered, unused and in full sellable condition (or the condition in which they were received from us or our agents). Shoes must be in brand-new condition and without any damage.
• Items must be in their original packaging/box/dust-cover and with all brand and product labels/tags/instructions still attached. Authenticity cards, where provided, should also be returned. Swimwear must have the original hygiene liner attached.
• The return must be accompanied by the original Order confirmation.
• Please note, beauty items, grooming items, underwear and earrings cannot be returned.
• Where applicable, items shipped with a return ribbon must be returned with the ribbon attached and intact. Items returned without the ribbon, or with the ribbon removed, damaged, or tampered with, are not eligible for return or refund.

Returns Process

Items can be returned by arranging collection from your delivery address in Kuwait by either:

1. contacting us by calling +96522252181; or
2. logging into the My Account/Order History section of the Website.

Please note that we cannot arrange returns for items located outside Kuwait.

Refund Process

Refunds will only be processed after the item/s returned have been approved. After approval, we will issue a refund of the full face value of undamaged items duly returned (excluding, where applicable, the original delivery charges and cash handling fees).

Your refund will be processed via the following methods:

• Amber Points are refunded back as Amber Points upon return.
• In case you opt for store credit, the full refund value will be credited to your Ounass account after the item/s returned have been approved and you will be able to use such refund value for your future purchases on Ounass. Therefore you will not see a refund on your bank statement account as the refund value will not be transferred to your issuing debit or credit card bank.
• If you have paid using Tabby (Delayed Payment Providers), your refund will be processed in accordance with the vendor's terms and conditions.

Store credit is valid for a period of 24 months from issue date.

Please click here for details. Please note that for systems reasons, in order to receive an online credit, guest check out customers will need to create a Website Account and register their details with us.

Amber Points

Any Amber points accrued on a returned purchase will be debited from your Amber account. Points will accrue on replacement items where applicable. Returned purchases which were paid for using Amber points will receive a refund in their Amber Account as points. Please note that for systems reasons, in order to receive an online Amber Points credit, guest check out customers will need to create a website account and be a registered user with us.

Item Return Policies

Damaged Goods and Incorrectly-Fulfilled Orders

If you receive an item that is damaged or not the product you ordered, please arrange for return of the item to us using the Returns Process above. The item must be returned in the same condition you received it in within 30 days of receipt to qualify for a full refund.

When returned items are received by us, we inspect them. If upon inspection we determine that the item returned was damaged or is not in the condition it was in when sold to you, or we suspect any misuse of items, we reserve the right to reject the return and refund request and ship the item back to you. If you refuse delivery of the item, we will retain the item for a period of up to three (3) months from when it was returned to us by the courier. Following the expiry of this period, we may destroy the item at our own discretion and you acknowledge that you have waived your right to claim the item back by refusing to accept the delivery.

Where applicable, the refund will include the original Order delivery charges, cash-handling fees, taxes and any duties. Replacements may be available depending on stock. If an item has a manufacturing defect, it may also benefit from a manufacturer’s defects warranty. If you believe your item is defective, please call us on +96522252181.

Shoes

Shoe returns will only be accepted if the items are in brand-new condition and without any damage to the items or their packaging. To avoid damage, shoes should only be tried on carpeted surfaces. Any items returned with scuffing, scratches, dents, any type of damage and visible signs of wear will not be accepted and will be returned to the customer with a rejected refund request.

Non-Returnable Items

Beauty and grooming items (including skincare, fragrance, make-up and haircare), underwear, face masks, earrings, candles and vintage pieces cannot be returned. In addition, all furniture orders are final and non-returnable.

Packaging

Please take care to preserve the condition of any product packaging as, for example, damaged shoe boxes may prevent re-sale and may mean that we cannot give you a full refund. Our agents may ask to inspect returned items at the point of collection but that initial inspection does not constitute a guarantee of your eligibility for a full refund.

Gifted Items

Gifted items and items in gift orders can only be returned with a refund given to the purchaser of the gift.

Pre-Order Items

Returns are only available within 30 days of receiving the order. All refunds for any Pre-Order item will be refunded as store credit only. Please get in touch with our Customer Service representatives if you have any questions or concerns.

Exchanges

We are not currently able to offer Exchanges. Instead, all items should follow the returns process, and a new Order placed for the replacement items.

We pride ourselves on the highest quality, luxury product at Ounass. So, if your product is damaged or has a fault, we want to know about it. Please contact our customer care team from 10am-10pm on our number +96522252181, email [email protected] .

We reserve the right to monitor returns and to refuse Orders from customers with excessive returns levels. However nothing in this Returns section is intended to affect any consumer rights that you may have under Kuwait law.