FREQUENTLY ASKED QUESTIONS
Welcome to SIVVI.COM, the ultimate online fashion site in the Middle East, powered by Alabbar Enterprises. We are on a mission to bring you the best shopping experience there is, offering shoppers free delivery, hassle-free returns and convenient payment options.
To help you with your shopping experience, check out some FAQs. If you can’t find the answer you are looking for, drop us a line at firstname.lastname@example.org.
HOW CAN I PLACE AN ORDER?
Here’s a simple guide to help you place an order on SIVVI.COM:
- Browse through the products. Select the items you would like to buy and add them to your bag.
- After you add everything you need to the bag, click ‘View Bag” and then "Proceed to Checkout".
- Under New Customer, add your email and click “Proceed”.
- Fill your shipping information, then choose payment method.
- Click "Place Order Now".
ARE YOUR PRODUCTS ORIGINAL?
All the products on SIVVI.COM are 100% original. We work directly with brands and their authorised distributors to guarantee 100% authentic products.
CAN I TRY ITEMS BEFORE I BUY?
After you receive and pay for your order, you can try on any item in the comfort of your home, and if it doesn’t fit, you can return it and we will refund you to buy something new within 14 days. Please follow the return process mentioned below.
WHAT IF AN ITEM DOES NOT FIT ME?
No problem. If any of the item(s) you received don’t fit you, you can return it back to us, and we will arrange for a refund to reorder the correct size. To learn how to return your ordered item(s), please read more below.
DO YOU HAVE A PHYSICAL SHOP?
SIVVI.COM is a pure online shop. We don’t have any physical stores, but we will deliver your order directly to your door.
HOW CAN I PAY FOR MY ORDER?
We want to make your shopping experience as simple as possible so we offer lots of payment options, including:
- Cash on Delivery (Additional cost of AED 8)
- Cards (Visa, Mastercard)
- Visa Checkout
HOW CAN I CANCEL MY ORDER?
If you want to cancel your order, please send our Customer Care team an email at email@example.com quoting your order number and request a cancellation.
Alternatively, you can also call us on +971 4 383 2000 during our regular working hours (Sunday to Thursday, 09:00am-05:30pm GMT+4).
Please note that if your order has already been processed and you want to cancel it, you will need to receive it first and then follow the return process.
WHERE DO YOU DELIVER TO?
You will be glad to know we deliver anywhere in the UAE. Some areas take longer than others and that depends on the courier company.
WHEN WILL I GET MY ORDER?
Orders are processed and shipped 6 days a week (Saturday-Thursday), except UAE Public Holidays.
We can deliver to your home, office or hotel but not to a P.O. Box.
For deliveries in the UAE, you will receive your order within 1-4 working days. Our courier company will confirm the best delivery time in advance. For Cash-on-Delivery orders, please have the exact amount available for the courier.
WHAT ARE YOUR SHIPPING OPTIONS AND RELATED CHARGES?
For more information on shipping charges and delivery times, please check out the details below:
|1- 4 Working Days
· Free delivery for orders over AED 150*
· AED 15 extra cost for orders under AED 150
· Cash on Delivery (Additional cost of AED 8)
· Visa Checkout
*At SIVVI, we welcome bulk orders from our shoppers; however, we are unable to offer free shipping. If you would like to place a bulk order, please contact our Customer Care team at firstname.lastname@example.org and ask for a shipping cost quotation. Alternatively, if we receive a bulk order, we will email you back with the details of the shipping costs before processing your order.
HOW CAN I TRACK MY ORDER?
When we process the order, you will get a notification with the tracking code from the shipping provider.
You can track your order with any of our delivery partners by logging onto their website and quote your tracking number.
Number: +971 4 8018100
The courier can keep your order for a maximum of 10 days, and if after 10 days you cannot be reached, the order will be cancelled and returned to our warehouse.
Should you require additional help, drop us a line at email@example.com.
HOW DO I RETURN AN ITEM?
We understand that there may be times when you want to return something you’ve bought and we are here to help you out.
Within 14 days of receiving your order you need to send an email to our Customer Care team at firstname.lastname@example.org with your order number, mentioning the items you wish to return. After 14 days we will not accept any returns.
We will arrange one free-of-charge collection for the item(s) you want to return and bring it back to our warehouse for inspection.
WHAT ITEMS CAN BE RETURNED?
All items, including those on sale, can be returned within 14 days except the following items which cannot be returned: earrings, bikini bottoms, swimsuits, tattoos, beauty and items with sealed packaging that’s been opened.
All items must be in the original packaging and unused with its SIVVI.COM return tags.
CAN I RETURN AN ITEM THAT I HAVE WORN?
For any item(s) to be eligible for return, it must be received in perfect condition and unworn, including its SIVVI.COM return tags as well as any dust bags, authenticity cards, or boxes.
As soon as we receive the item(s), you will receive an email from our Customer Care team to confirm that the item(s) is received and are eligible for return. For security and tracking purposes, we recommend using a courier company or registered postal service to send back any item(s) for return as all responsibility sits with the customer until any item(s) are received by our Customer Care team.
HOW MUCH TIME CAN I HOLD AN ITEM BEFORE RETURNING IT?
If you want to return any item(s), it must come back to us within 14 calendar days of receiving your order to be able to process a return.
If you want to return any item(s), you must let us know within 7 calendar days of receiving your order to be able to process a return. Then you need to ship it back to us within 14 calendar days of receiving your order.
HOW MUCH DOES IT COST TO RETURN AN ITEM?
For all UAE exchanges or returns, SIVVI is happy to arrange one free-of-charge collection for the item(s) you wish to exchange or return within 14 calendar days of receiving your order.
If you require any additional collections, please arrange to ship the item(s) to the following address using a registered postal service or courier company:
P.O. Box 121612
Al Quoz Industrial Area 3,
United Arab Emirates
Tel. : +971 4 3832000
Any item(s) remain the responsibility of the customer until our Customer Care team receives them. We recommend using a reputable courier service and insuring the shipment.
If you are shipping any item(s) to SIVVI.COM, please email the tracking number of the shipment to our Customer Care team. As soon as we receive your shipment we will confirm by email.
WHAT OPTIONS DO I HAVE WHEN I RETURN AN ITEM?
We will refund the full amount of the transaction, except any shipping or customs fees, if there were any.
The method of refund depends on the payment method used to place the order. Please note the following conditions and term for refunds.
- Card and Visa Checkout Payments
Payments made with debit or credit cards can have either:
- The funds returned to the original card used to make the payment within 20 calendar days of our Customer Care team confirming the return, or
- Alternatively, we can give you a voucher code to place a new order immediately.
Payments made through PayPal can have either:
- The funds returned to the PayPal account that was used to make the payment within 20 days of our Customer Care team confirming the return, or
- We can give you a voucher code to place a new order immediately.
- Cash-on-Delivery Payments
- A voucher code for the same value of the returned item(s) will be issued to use in your next order. Within 5 working days of receiving your item(s), this unique voucher code will be sent to you via email from our Customer Care team.
- Funds can be transferred to an account, with a minimum value of USD 27. The cost of the bank transfer will be charged to the customer and funds will be returned within 20 days of our Customer Care team confirming the return.
WHEN WILL I GET MY REFUND?
All refunds will be complete in 20 days at the latest.