Shipping & Returns
SHIPPING & RETURNS
How much does delivery cost?
We offer FREE SHIPPING for all orders above AED 150 in UAE and above AED 350 in KSA, Oman & Kuwait.
Please Note: Duty/ Import Fees Apply for Oman & Kuwait.
How long does delivery take?
Delivery within the UAE & KSA takes 2-4 working days.
Our returns policy
Our return policy is valid if you are not completely satisfied with any product due to (a) defects in design, materials and workmanship, (b) unsatisfactory quality or fit for the purposes for which they are intended, or (c) the products being past their expiry date after the goods were delivered.
We are happy to offer a refund (in Store Credit), exchange or replacement on all goods returned to us within seven days of your receipt of goods provided they are in their original, unopened and unused condition.
Sale items purchased online cannot be returned or exchanged. Please follow the 4 steps outlined below to return your goods to Vidiwell:
Please email contact our customer services team at [email protected] to notify them of the product you would like to return. You will need to provide full details of your customer order number, which is provided in the documentation that arrives with your order, together with details of the items you wish to return.
Once you have received a confirmation that we will accept a return for your product, please make sure you indicate whether you would like a refund, replacement or exchange. Please remember that in order for the return to be processed you must ensure that your return package and the goods are wrapped securely are in the same outer packaging in which you received them.
Please schedule a return for your package with the courier provider designated by our Customer Care Team. You must also provide the pre-printed shipping label supplied with your order documentation.
All returned goods will be examined upon receipt. You will be notified immediately that we are unable to offer refunds, replacements or exchanges if your product has been opened or used. We will process your return as quickly as possible and will notify you by email once your refund, replacement or exchange has been processed. During busy periods, please allow up to 30 working days for your refund, replacement or exchange to be processed. Your payment for the goods will be refunded by Vidiwell as soon as possible by the original payment method, no later than 30 working days after we have received the goods. Please note that delivery charges will be paid by Vidiwell.
In addition to our returns policy you have the legal right to cancel your order if your order has not yet been processed, you may cancel your order by logging into my account. If your order has been processed and handed over for dispatch your order falls under the returns policy stated above. Please see the cancellation right section in our terms and conditions.