FAQ's

DO I NEED TO REGISTER OR CREATE AN ACCOUNT TO PURCHASE FROM ALOSTOURA.COM?

You purchase from our website without creating an account. This is called shopping as a 'Guest'. However, setting up an account does offer some advantages including the ability to:
1. Review your pending orders and your purchase history
2. Track your pending orders
3. Use our Dressing Room feature to save and share your wish list
4. Save time and streamline your checkout process
5. Manage your address book and email settings
6. Potentially qualify for special promotions
7. Avail of future services that will be created for Registered Users only

WHAT IF I FORGET MY PASSWORD?

No problem, just click here. Enter your email and click Submit. A new password will be emailed to you. You can also change your password anytime through your account info and settings.

HOW CAN I CHANGE THE PERSONAL INFORMATION IN MY ACCOUNT?

It’s super easy! Just click on 'My Account' or the 'Sign in' button and log into your account. On the default page, select the option to edit your personal information, change your password, or edit your billing and shipping addresses. Voila!

DOES MY PERSONAL INFORMATION REMAIN PRIVATE?

Rest assured that your personal information is kept private. Al-Ostoura has a strict Privacy Policy. You can read more about it under “Privacy & Legal”.

HOW DO I KNOW THAT THE PRODUCTS ON YOUR WEBSITE ARE AUTHENTIC?

Everything you buy at Al-Ostoura is 100% authentic. We are renowned in the Middle East for being a valued and trustworthy high-end retailer by all major International fashion brands. Al-Ostoura has also been voted into the finest luxury association in Italy called Alta Gamma. This association was created by the top Italian global brands in order to spread their expertise in retailing and products across the world. You can see the list of current members at http://www.altagamma.it/sezione2.php?Id=12.

I AM A MINOR - CAN I USE YOUR WEBSITE?

Clients below the age of 18, or any age considered to be a minor in the respective country of residence, must get a parent or legal guardian to transact with Al-Ostoura on their behalf.

HOW DO I KNOW IF AN ITEM IS IN STOCK?

Only items in stock appear on our website. Our website automatically removes any item that is completely sold out. In the same way, our website also removes color and size choices from the site once they are no longer available.

WHICH SIZE SHOULD I CHOOSE?

Please note that the sizes on our site are expressed in Italian sizes. If you would like to convert the size to another scale or to view your size in Italian sizes, you can click on the sizing chart available for every item. A table will pop up with information to help you convert from any International apparel sizing scale.

I PLACED AN ORDER FOR AN ITEM WHICH SAID “IN STOCK” BUT YOU DIDN’T FILL IT IN MY ORDER?

Unfortunately, another customer must have finalized their order before you did. The items do not get removed from the system unless you pay for them before someone else does. It is important to note that items in your shopping basket do not constitute a reservation for these items and they can be purchased by other customers.

WHEN ARE AL-OSTOURA’S SEASONAL SALES?

Al-Ostoura’s seasonal sales do not follow a set calendar. Please check our SALE section in the menu to benefit from current special prices.

WHICH COUNTRIES DOES AL-OSTOURA SHIP TO?

Our shippers, Aramex, FedEx and DHL, deliver to 220 countries worldwide and chances are that we can deliver to you in these countries, unless there are some special restrictions.

CAN AL-OSTOURA SHIP TO PO BOXES?

We cannot deliver to PO Boxes unless there is a customer representative available to sign for delivery on your behalf and pay for any duties and taxes. Providing us with a street address and telephone number is recommended.

WHY ARE SHIPPING RESTRICTIONS APPLIED TO SOME ITEMS?

There are several reasons why shipping restrictions could be in place for your country, with local manufacturing and trade protection being one of the most important ones. Also, some countries have restrictions on products manufactured in certain countries or have trade embargos set up. We can only ship the items that do not have such restrictions in your country of residence.

CAN I SHIP TO MULTIPLE ADDRESSES WITH AL-OSTOURA?

You can save different shipping addresses in your address book however, you can only use one address per order placed. If you would like to order one item to be shipped to where you currently are travelling and order another item to be shipped to your home country, then please place two separate orders and specify the correct address for each.

I WOULD LIKE TO CHANGE THE DELIVERY ADDRESS THAT I INITIALLY GAVE YOU TO ANOTHER DELIVERY ADDRESS?

In the occasion that you notify us to change your delivery address within a day after you had placed an order and if your package has still not left our warehouses, then we would be happy to help you. Please note that this will delay your shipment by another day. However, we are unable to redirect any shipments once they leave our warehouses, so please make sure that you or someone representing you will be available at the address where you first instructed us to ship the order.

CAN I ADD ITEMS TO AN EXISTING ORDER?

We are sorry but each order placed is treated separately and you may not add an item to any package once you have finalized your order. You will have to place a new order which will be shipped separately.

WHAT PACKAGING WILL MY ORDER BE SHIPPED IN?

All orders are shipped in our standard white Al-Ostoura branded packaging which is then packaged in corrugated boxes. If you wish to reduce the packaging, for any personal or environmental reasons, it will be our pleasure to wrap your items in our spun bond bags and put those straight into the corrugated boxes (These bags are good for organizing and storing things in your wardrobe). Make sure to request this in the comments section under checkout.

WILL MY PACKAGE BE INSURED?

Yes, all shipments outbound from Al-Ostoura are automatically insured via our shipper. Please note that upon receipt, once a signature is given to our shipper, the responsibility of your package automatically and immediately reverts to this signatory and our shipper and Al-Ostoura are no longer responsible for it. You can choose for us NOT to accept any other signature but your own by providing appropriate instructions before we ship your package. You can request this in the comments section under check-out.

CAN I TRACK MY ORDER?

Yes, you can track your order. Once the order has been shipped, you will receive an email confirmation that includes the tracking number that you can use to track the package on the shipper’s website. Alternatively, you can simply log in to your account and click on ‘My Orders’ to view and track the status of your shipment.

MUST I SIGN FOR MY PACKAGE WHEN IT IS DELIVERED?

Yes, you or someone that is representing you, MUST sign for the receipt of the package at your delivery address.

I HAVE NOTICED THAT MY PACKAGE WAS OPENED BEFORE I GOT IT. WHY IS THAT AND WHAT SHOULD I DO?

Upon receipt of ANY package, the customer must inspect that it has not been tampered with or opened before signing it. It is possible that Customs Officers require our shipper to open any package that is entering your country in accordance with the law. When this happens, our shipper will re-tape your package with specially marked tape that has either their logo or says “Inspected by Customs”. In the case that you feel that your box has been opened/tampered with from Customs or otherwise, it is your responsibility to inspect the contents of the box and reconcile any differences to the invoice included in the package. Once that is done, you can then sign for the package noting any discrepancies with our shipper and then inform us of this by email e-services[at rate]alostoura.com

WHAT FORM OF PAYMENTS DO YOU ACCEPT ON YOUR WEBSITE?

You can currently pay using any of the following payment methods: • Visa • MasterCard • PayPal • Knet Debit Card in the Gulf Region Clients must provide payment details and all relevant info necessary for our payment gateway to verify, validate, authorize and debit their account. This is a security issue that aids in preventing unauthorized and fraudulent use of credit cards.

DO THE PRICES ON ALOSTOURA.COM INCLUDE VAT (VALUE ADDED TAX)?

All product prices on ALOSTOURA.COM exclude VAT.

HOW MUCH DUTIES AND TAXES WILL I HAVE TO PAY?

Duties and Taxes will be included in the final purchase price.

IS MY CREDIT CARD INFORMATION SECURED ON YOUR WEBSITE?

Our website uses Secure Socket Layer (SSL) Technology to make sure that your credit card details are safe when used on our website. This is standard, best practice technology that encrypts your information when sending it over the internet. You can make sure of this by looking for the padlock symbol at the top of the browser next to the address bar when you are checking out and paying for your order. Please also note at that time, that the address bar says https:// instead of http only. The extra “s” stands for secure.

WHAT HAPPENS IF I REMOVED THE RETURN TAG OFF THE ITEM AND I WOULD STILL LIKE TO RETURN OR EXCHANGE THE ITEM?

A very clear cautionary return tag has been placed on every delivered product in order to avoid such situations. We regret to inform you that under no circumstances will Al-Ostoura accept the return or exchange of an item if the return tag has been removed.

WILL I BE REFUNDED THE FULL VALUE OF MY ORDER?

If you have followed the refund procedure properly, all returned products will be refunded to the credit card that was initially used when placing the order. However, we will not be able to refund shipping or any duties and taxes paid. It is also important to note that administrative procedures in banks vary from bank to bank and it could take up to 15 days to have your credit card reflect our refund. Should this occur, we regret to inform you that this is not within our control and therefore we cannot influence or expedite the process.

HOW TO PURCHASE MY E-GIFT CARD?

First choose the amount you want to purchase, then: 1. Fill out the sender, recipient information and card type 2. Enter an optional personalized message, 3. Click “add to shopping cart” and proceed to purchase E-Gift Cards are issued in base currency KD (Kuwaiti Dinar). The KD value will be converted to your preferred currency and will be received by the recipient according to the currency paid by the customer. Our website currently offers 4 currencies Kuwaiti Dinar, British Pound, Euro and US Dollars. Customers will see the value of the E-Gift Card displayed in their chosen purchase currency.

HOW TO REDEEM MY E-GIFT CARD?

Only the recipient can redeem the E-Gift Card. You can redeem the card at checkout by entering your E-Gift card code in the area provided. Click the APPLY button to have the value applied to your purchase.

HOW TO CHECK THE BALANCE OF MY E-GIFT CARD ONLINE?

The recipient of the E-Gift Card must be registered and signed in to view the balance of the E-gift card. 1. Sign in. 2. Click on My Account. 3. Click on Gift Cards to check the remaining balance.

WHAT TO EXPECT IF I RETURN AN ITEM PURCHASED WITH AN E-GIFT CARD FOR A REFUND?