Frequently Asked Questions

Orders

1. WHAT DO I DO IF SOME ITEMS ARE MISSING FROM MY ORDER?

If you’ve received the wrong items or are missing items from your order, then please get in touch with us on info@mytiyabi.com and make sure to let us know your order number and which items were missing.

2. WHAT ARE MY PAYMENT OPTIONS?

At Tiyabi, we accept the most common forms of online payments:

Visa
Visa Debit
Mastercard

3. HOW DO I KNOW IF YOU HAVE RECEIVED MY ORDER?

Once your order has been placed, you will be directed to an order confirmation message which will contain your order number. This information will also be emailed to the same email address you’ve used to register your account. We kindly ask you to check your junk/spam folder in case you have not received an email from us.

4. CAN I CANCEL MY ORDER?

Unfortunately, we won’t be able to cancel your order once it’s been placed. However, please feel free to send us an email on info@mytiyabi.com to understand more on why you’ve changed your mind. Please check our refund and exchange policy for more information.

5. WHAT SHOULD I DO IF I RECEIVE AN INCORRECT OR FAULTY ITEM?

We do apologize for any inconvenience caused due to the faulty item received. Rest assured each item is thoroughly checked by our quality team prior to dispatch. Please email us on info@mytiyabi.com with your order number, the name and product code of the faulty items and one of our team members will get in touch with you to resolve the issue.

6. CAN I EXCHANGE AN ITEM?

Once your order has been placed, we won’t be able to process exchanges. However, you can return your item to us and place a new order to receive the item of your choice.

Shipping

7. WHERE IS MY ORDER?

Please note that tracking your order will be available once the order has been dispatched and you will be contacted by our courier partner with a tracking number.

8. WHICH COUNTRIES DO YOU DELIVER TO?

We deliver worldwide.

9. WHAT ARE YOUR SHIPPING RATES?

Delivery Option	Delivery Type	Delivery Times	Delivery Costs
UAE	Standard Delivery	Up to 3 Working Days	AED 30
Kuwait	Standard Delivery	Up to 8 – 12 Working Days	KWD 8.35
Qatar	Standard Delivery	Up to 6 – 10 Working Days	QAR 100
Saudi Arabia	Standard Delivery	Up to 8 – 12 Working Days	SAR 100
Oman	Standard Delivery	Up to 8 – 12 Working Days	OMR 10
Bahrain	Standard Delivery	Up to 8 – 12 Working Days	BHD 10

10. CUSTOMS DUTIES

Some countries charge customs duties and taxes on importing goods from overseas. Custom duties, taxes, clearance, and handling fees are calculated at during the delivery handover. A representative from one of our courier service companies may contact you to obtain a copy of your ID in order to complete the customs procedure if your order value exceeds a certain amount.

Returns & Refunds

11. HOW DO I RETURN/EXCHANGE AN ITEM?

As a valued customer, you are entitled to a refund of 100% of the paid amount, however, the customer must bear the cost of return valued at AED 30 if you return the item within 14-days from purchase.

To request for a Return or exchange, please notify the Tiyabi team via email on info@mytiyabi.com within 14-days from the date of delivery and provide your registered name, contact number, date of purchase, and order number.

12. HOW LONG DOES A REFUND TAKE?

The refund process will take 21 business days and will be refunded to the registered owner of which the payment was made.

13. WHAT IS YOUR POLICY ON RETURNS/EXCHANGES?

To ensure you have a smooth return/exchange, the below points must be met:

Items must be unworn and unwashed
Shoes must be tried on indoors
Items must have all tags attached
Accessories cannot be returned

Welcome to Tiyabi!