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Attention - COVID - 19 Delivery Options

Lets us do our part in slowing the spread of COVID - 19 to keep us all safe, we are offering safe contactless pick-up for you. For now we have this service only at the AlRai store and soon this will be extended to the rest of the showrooms. Lets keep Kuwait Safe!

Due to increased volume and the impact of COVID - 19, we are experiencing delays in returns processing. However while placing an order, you may choose your desired delivery date and we will ensure your delivery will be made on that day. Additionally, our call centers are experiencing a high volume of customer calls, and wait times may be longer than usual.


Contactless Pick-Up
Three easy steps to help keep you safe!

1.Place the order using our website or app.
Look for the Contactless Pick Up option at the time of checkout.

2. We'll Let You Know When Your Order Is Ready
When you get to the store, call the number in the Pickup area or tap "I'm here" in the app.

3. Pop Open Your Trunk
We'll bring your order out to your trunk while you stay in the car.


  1. While placing an order,our system will automatically queue your delivery based on the volume of the orders. You may decide to pick it up from our AL RAI Showroom.
    After your order is placed and is ready for pickup, you'll get a SMS with Curbside Pickup instructions for your store.
  2. Let Us Know You've Arrived
    Pull into the designated Curbside Pickup area and call the store phone number or tap "I'm here" in the app to let us know.
  3. Pick Up & Go
    We'll bring your order outside and place it in your car's trunk, so you can be on your way.

FAQ

How will I know when my order is ready for pickup?
We'll send you a SMS or an email as soon as your order is ready.

How long will I have to pick up my order?
You can use the app to request Curbside Pickup from the time we notify you that your order is ready to pick up until the end of store hours. If you're unable to stop by that day, you can request Curbside Pickup another day. We'll hold your order for 7 days, so stop by soon!

How do I cancel Curbside Pickup?
Just call us and we will do the needful.



Pre-order deliveries/pick-up during COVID-19 period.

Once you place a pre-order, our system will automatically queue your delivery based on the volume of the orders. You may select the nearest delivery date at the time of checkout. Our first delivery date will be the second day from when the lockdown will be lifted(Expected as on 1st June 2020). There will be a SMS send to you with your choice of delivery or pick up. (Deliveries only happen between 9:00 AM until 3:00 PM)

Where do you deliver in Kuwait?

We deliver across Kuwait. No matter which street you stay in, we've got you covered.

How long will the delivery take & how much does it cost?

Depending on the items you've ordered, your delivery may take between 1-4 working days; however due to the current circumstances there may be delay in delivery.(UPDATE: Deliveries only happen between 8 AM until 3:30 PM)
Delivery charges are KD.2.500 for all orders.

As a part of our launch offer, the Delivery and Installation will be FREE! Otherwise, there will be a nominal charge of KD.10.000 for any assembly and installation. Some models may have additional installation charges. To know more about the charges and the items covered under different installation categories, please get in touch with us at ACE (662 99 210). We're available from 9am to 9pm (GST), 7 days a week.

How will I know when my order is on its way to me?

We'll send you an email when your order is out with our delivery partner. Our delivery partner will also send an SMS with a tracking link, so you'll know exactly where they are.

Can I change my delivery address after placing an order?

Yes, you can. Call us at ACE (662 99 698) and let us know the new delivery address you'd like us to deliver your order to.

Do I have to present anything at the time of delivery?

Our delivery partner might ask for your ID while delivering your order, so please keep it handy. If you've placed a Cash on Delivery order, you'll also need to present the exact amount of cash on receiving your delivery.



How long do I have to return an item?

You have 15 days from the date of purchase to return any item that meets our return policy.

What is the return policy?

  • We'll refund an item(s) that is accompanied by the original proof of purchase such as your receipt or tax invoice.
  • The returned item(s) must be in good and unused condition, in its original sealed packaging and with all paperwork, parts and accessories that came along with it.
  • We'll offer your full refund via cash or any other convenient payment method.

Are there any items excluded from the return policy?

The following products and services are non-refundable and non-exchangeable:

  • Special order or customized items (example: Paint, products sold per metre, cut timber).
  • Damaged or used items, which are no longer in a sellable condition.
  • Items by reason of their nature (DVDs, CDs, bedding); perishable goods (food, drinks, plants, magazines) and personal hygiene products (shavers, toothbrush and headphones).
  • Installed and assembled items, except for faulty items.
  • Delivery charges, except for faulty items.

How do I return my items?

The only way to return your item is to arrange for a pick-up by calling us at ACE (222 12 229).
We will soon have better means for you to return items. Stay tuned!

What should I do if my order arrives damaged, defective or if the wrong item was delivered?

If you notice any visible damage to the item on delivery, refuse the delivery and call us at ASK ACE (222 12 229). If you find the item is damaged after you've opened it, immediately return it to your nearest ACE store or call us to arrange a pick-up of your damaged item(s).

Can I return an item that was purchased under promotion or came with a bundle deal?

You can return promotional or bundled items, but you'll also have to return any free or discounted product that came along with the original item. We don't offer a partial refund on a promotional bundle.

Are there any items excluded from the return policy?

Your refund will be processed via your original payment method.

If I've paid through my debit or credit card, how long would it take for me to get my refund?

The whole process right from receiving your returned item(s), to running a check on the item(s) and your bank processing the return will roughly 2 to 7 days.



  1. Purchase Online
    Go to Checkout and tap "Click and Collect" before placing an order.
  2. Pick Up in Store
    You'll receive SMS when your order has been delivered to the store. Go to Order Pickup to collect your order. We may ask to see your personal identification. We'll hold your order for 7 days. After that, the order will be returned and you will be refunded. You can check your store's hours.