Welcome! There's a lot of useful info here, but we've done our best to make it as concise as possible, because we know this part can frankly get boring

Country Shipping Time Shipping Costs Payment Options Shipping Company
UAE 2-4 working days 20 AED
(Free! For orders above 200 AED)
Cash On Delivery Available
KSA, Kuwait, Bahrain & Oman 6-8 working days 50 AED
(Free! For orders above 500 AED)
Cash On Delivery Available
Outside GCC*
*Lebanon and Jordan
10-15 working days 30USD Cash On Delivery Available

• Cash on delivery service is now available in the United Arab Emirates only. It will be available in KSA and Kuwait very soon!
• Please note, for COD orders, the friendly Vidiwell team will call you to confirm your order ahead of processing the shipment. If we cannot reach you, your order will be cancelled

Shipping outside the UAE

When shipped outside the UAE, some items may be subject to import duties and taxes. Vidiwell does not pay these duties and taxes, and you are not charged for these at the time of placing your order. These costs will be invoiced by the shipping carrier upon delivery of your items and you’ll be responsible for the payment of any such import duties and taxes.

Duty and tax rates vary from country to country, and also depend on the items that are being shipped. We have no control over these charges and encourage you to contact your local customs office for further information before placing your order. COD service is currently available only in the UAE. 

Return Policy

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.

Non-returnable Products

Please see below for products we cannot accept returns on:
• Items on sale or offers
• Food and drink products
• Items that are not in original condition and packaging
• Clothing/footwear items without the original packaging and tags
• Ordered by mistake
• I changed my mind
• Orders shipped to international destinations [Outside UAE and KSA]

Requesting Returns

Customer should send an email to Customer Support team and provide the order number and the items he/she wishes to return, within 7 days from date of delivery. Customer should provide an image for the item showing its condition and the original tag/box. If the item meets the requirements, support team will request to kindly send back the item to Vidiwell Headquarters: Office 1505, 15th Floor, Building AA1, Mazaya Business Avenue, Dubai, UAE. Once item has been returned, refund/store credit will be issued.
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 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 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.

Return fees

The return costs are to be covered by you and will not be refunded. For returns within the UAE, we offer a secure courier collection service for all returns as well as complimentary returns so you do not have to worry about the shipping fees. For all other countries, we are working to make this service available.

Cancellation Policy

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.