FAQ

How do I contact you if I have a question about a return or exchange?

How long do I have?

Return and exchange within 10 days of purchase in original condition and tags.

How long will it take?

Refund processing time based on bank working hours. Exchanged items based on delivery service (estimated 5-10 business days).

What can’t I return?

You cannot return sale items or items purchased with a coupon code (including welcome code, ambassador codes, and any other promotions) as these are final sale items. We cannot accept items that have missing tags, been worn, washed, or damaged. International orders cannot be returned or exchanged.

What’s the return process like?

1. Initiate return via email at returns@shopmadcool.com

2. Schedule pickup and return item with our delivery agent

3. Item return pickup fee deducted from refund amount upon receipt (delivery and pickup fees apply based on location)

What if I want to exchange an item?

1. Initiate exchange via email at returns@shopmadcool.com

2. Purchase new replacement item in new design or size (let us know it’s an exchange in the comments)

3. Upon delivery of new item, return old item with our delivery agent

4. Old item will be refunded upon receipt (delivery and pickup fees apply based on location)

What about deliveries & order processing times?

We deliver everyday except Friday, and our processing time is around 1-2 business days before your order is shipped out.

How long does delivery & shipping take?

Please allow 2-3 business days for local delivery in Kuwait. For international orders, please allow 5-10 business days for courier to ship your items.

How much is local delivery?

Local delivery ranges from 1-3 KWD based on your city’s delivery zone.

How does the pickup process work?

For pickups, please wait until you receive an email letting you know your order is ready for pickup. Pickup instructions and location will be in that email.

What about international shipping?

We currently ship internationally to the GCC with a flat rate of 10 KWD. We also ship internationally for a flat rate of 15 KWD. Please check the countries we deliver to on our checkout page. Please note international shipping cost does not include customs & duties charges. Those will be calculated and billed to you once your order arrives at destination.

What payment methods do you accept?

We currently accept Visa, Mastercard, American Express, and KNet. We also accept Apple Pay.

Do you have a physical location or store?

We currently operate online only. We do not have a physical location or store, but keep your eyes peeled for any pop-up events we may participate in! You can, however, pick up your order free of charge from our pickup location (location and instructions will be sent to you by email when your order is ready for pickup).