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1. ORDERING

1.1 Do I need to open an account in order to shop with you?

No, you don’t need to. You can make purchases and check out as a guest everytime.

However, by setting up an account with us, it will allow you to order without having to enter your details every time you shop with us. You can sign up right now, or you can first start shopping and create your account before you check out at the shopping cart page.

1.2 How do I /create an account?

Please click on “Login/Register” followed by ‘Create An Account’ and fill in your personal particulars.

1.3 How do I order?

Shop for the items you want and add it to your shopping cart. When you have finished, you can proceed to your shopping cart and check out. Check and ensure that all information is correct before confirming your purchases and payment.

1.4 I have problems adding items to my shopping cart

You will be able to add the items as long as it is available. There could be an instance where the item is in someone else’s shopping cart hence the status of the items is reflected as “Temporarily Unavailable”.

1.5 How do I pay for my orders?

We accept payments via KNET and all major credit and debit cards such as Mastercard, VISA. We also provide cash on delivery services.

1.6 Can I amend and cancel my order?

Unfortunately, we are unable to cancel an order once it has been placed, however, you can contact our customer care support team on  +965-97240440 for further inquiries.

1.7 I have a discount code, how can I use it?

Key in the voucher code at the field “Voucher Code” and click “Add” in your Shopping Cart page before proceeding to check out. Please note that we are unable to manually apply the voucher code to your order if you have missed keying it during check out. Kindly ensure that all information is correct before confirming your purchase.

1.8 How will I know if my order is confirmed?

After you have placed your order, you will receive an acknowledgement e-mail from us to confirm that your orders have been received. However, do note that orders will only be shipped when your credit card payment has been approved and billing and delivery address is verified. Alternatively, you may check the status of your order in “My Account” if you are a registered user.

2. SHIPPING & DELIVERY

2.1 When will my order be processed?

All orders will be processed within 2 working days, excluding weekends and public holidays. Time stated is based on Kuwait Time ( GMT+3).

2.2 How long will it take for me to receive my order?

The Standard courier delivery time frame is approximately 1-2 working days.

2.3 How can I track my delivery?

you can contact our customer care support team on +965-97240440 for further inquiries.

2.4 What are the shipping charges like?

Shipping is FREE for Pickup orders. We charge only 2KD for Home Delivery.

2.5 Can I change my shipping address after my order has been confirmed?

you can contact our customer care support team on  +965-97240440 for further inquiries.

2.6 There is a missing item in my order, what should I do?

We apologize for sending you an incomplete order. Please contact our Customer Care Team at service@supermarinekw.com or call us on  +965-97240440 and we will get back to you as soon as we can.

2.7 I’ve received a defective item, what should I do?

We apologize if you had received a defective item from us. Please contact our Customer Care Team at service@supermarinekw.com with a snapshot of the product and we will get back to you as soon as we can.

2.8 I’ve received an incorrect item, what should I do?

We apologize for sending you the wrong item. Please contact our Customer Care Team on email service@supermarinekw.com and we will get back to you as soon as we can.

2.9 I’ve purchased the wrong size or color

We do not provide exchanges for size or color. We do, however, accept returns for products purchased from us. You can refer to our Returns & Exchanges policy here and its procedures.

2.10 I have not received my parcel, what should I do?

Kindly drop an email to our Customer Care Team at service@supermarinekw.com if you have not received your parcel after 10 working days and we will assist you accordingly

2.11 Will there be an additional charge for redelivery?

There are no additional charges for redelivery up to two times. It is chargeable on the third attempt onwards.

2.12 I have yet to receive my parcel within the stipulated time frame. Whom can I contact?

You can contact our customer care support team on +965-97240440 for further inquiries. Alternatively, you may drop us an email at service@supermarinekw.com and we will assist you further.