Questions related to order:

1. What steps are you taking to ensure safe handling of products and deliveries during Covid-19?

We would like to reassure you of the actions Vidiwell is taking to keep you, and our employee’s safe, as well as the community at large.

  • We have significantly increased sanitation procedures in the warehouse and delivery vehicles
  • All staff members have undergone thorough training on hygiene practices
  • All warehouse and delivery teams have their temperature measured daily
  • All orders are cleaned and disinfected before they go to your homes and are handled with protective gloves
  • Delivery teams have been equipped with disinfectants to sanitize their hands before every pick-up and drop-off
  • 2. What is your return policy?

    Thank you for shopping at Vidiwell, we hope you enjoyed your experience! It's important to us that you are completely satisfied with your purchase, so if you do not love a product you receive, the product is damaged, you have received a wrong product; we will gladly issue a refund as long as the item is not listed in the “non-returnable products” section below and is still in its original packaging, unopened, unused and sent back to us within 7 days of receiving the item. Returns that are damaged (including the packaging), soiled or altered may not be accepted and may be returned to the customer.

    3. How can I track my order?

    Impatient to receive your new order? Good news! You will receive an email with your tracking number to inform you once your order has been prepared and/or shipped.

    4. Can I cancel my order?

    You can 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.

    5. Can I modify my order?

    Unfortunately, no, we cannot modify any order after being placed; however, we can cancel your order if it was not shipped, and then you can place a new one.

    6. An item is missing / I receive the incorrect product, what do I do?

    Please email us on support@vidiwell.com or WhatsApp us on +971 521 601 161 with your order number and the name of the missing product/ the name of the incorrect product and what you should have received instead. We will be happy to help you!

    7. I received a damaged item, what do I do?

    Quality assurance is very important to us, so we definitely want to look into why this happened. Please email us on support@vidiwell.com or WhatsApp us on +971 521 601 161 with your order number, the name of the damaged product and a photo of the damage. We will be happy to help you!

    Questions related to products:

    1. I have allergies to some ingredients, could you please help me?

    While we cannot guarantee that any ingredients or products were produced in an allergen free environment, you can find the full ingredient list for each product in the 'ingredients' section of every product page.

    2. How can I know the product that suits me well?

    It is really important to know what works for your skin/body. You can read the product details and indication to know more, however, if you still have concerns, you can always emails us on support@vidiwell.com or WhatsApp us on +971 521 601 161.

    3. The product I want is out of stock, how can I know when it is back?

    You can sign up to be notified once it's back in stock! Just enter your email address on the product page.

    Questions related to shipping and delivery:

    1. What countries do you ship to? / Where do you ship to?

    We currently ship to UAE, GCC countries, Lebanon and Jordan only.

    2. What are delivery costs?

    The shipping cost for orders within UAE is 12 AED and free for orders above 200 AED. The shipping cost for orders to GCC countries is 50 AED and free for orders above 500 AED. The shipping cost for orders to Lebanon and Jordan is 30 USD.

    3. How long will it take for my shipment to arrive?

    It takes 2-4 working days within the UAE, 6-8 working days to deliver to GCC countries, and 10-15 working days to deliver to Lebanon and Jordan.

    Questions related to payments:

    1. What payment method do you accept?

    Accepted payment methods vary by country, in UAE Visa or MasterCard I accepted, as well as cash on delivery. As For the GCC countries, Lebanon and Jordan payment methods accepted is Visa or MasterCard.

    2. How long does it take to receive the refund?

    If you paid for your item by credit or debit card, then the amount paid for each item will be refunded directly onto your card - please note that this can take up to 7-10 days to appear in your account. If you paid using PayPal, then the amount paid for each item will be refunded into your account in USD on the exchange rate of that day - please note that this can take up to 7-10 working days to appear in your account. If you paid using our COD (cash on delivery) service, then we will refund your Vidiwell account with store credit. Please allow up to 48 hours for processing once we have received your returned item. Promotions and discounts will not be reimbursed. .

    3. How do I know my credit card information is protected on your site?

    At Vidiwell we take your security seriously and go above and beyond to protect your information. Your credit card information is transmitted to us through a highly secure SSL connection, which cannot be intercepted. Once in our system your credit card information is encrypted, meaning no one has access to that information at any time. .