questions about our company, products/services, policies, and more
Frequently Asked Questions
Welcome to our FAQ page, where you can find answers to the most commonly asked
Shipping
Returns and Refunds
Order Status
Contact Questions
Account Questions
Warranty and Servicing
Shipping
Do you offer international shipping?
We currently only ship to the GCC but we look forward to offer International Shipping to more countries in the future.
Is shipping free?
We provide free shipping for all orders based in Kuwait and a 5KD shipping charge for all other GCC countries.
When will my order be shipped?
All orders will be delivered the next business day (Sun - Thu). Excludes weekends and public holidays.
Will a signature and Civil ID be required upon delivery?
Yes, to ensure you receive your watch we will require a government ID and adult signature upon delivery.
Please remember to present your government issued photo ID upon delivery. Our courier service may refuse to deliver your order if your government issued photo ID is not presented.
How do I track my order?
We will send you several emails during the order process to keep you informed of the status of your purchase. A shipping confirmation will be emailed to you as soon as your purchase is shipped, which will allow you to track your order.
1. Returns
What is your return policy?
We want you to be completely satisfied with your purchase, so we accept returns on all items within 14 days of the purchase date as long the item has not have been worn, used, altered, or damaged as well as returned in its/their original condition along with boxes and warranty cards. A refund for the returned item will only be issued once it has been received and passed inspection.
The terms and conditions stated below are directly extracted from the Ministry of Commerce Law No (39) Article (10) for the year of (2014) of regulations and customers right to Exchange or Refund goods.
Company will accept Exchange or Refund of goods sold to customers when the following conditions are fulfilled:
1. If the item were subject of valuable items such as Jewelry and Watches, will have the right to exchange or refund within a period of 14 days from the date of delivery and by providing original invoice.
2. Items refunded or exchanged have to be in original condition when bought, and resaleable
3. If the item are defective due to manufacturing defect.
Company has the right to refuse to refund or exchange any item if the following conditions apply:
1. If the refunded item is missing any part, material, machinery, or any other equipment required according to its nature or non-original conditions.
2. If the item is damaged due to misuse or general wear and tear.
Company strives to protect the interests of the customers according to the laws and conditions applicable in the state of Kuwait.
All returns are subject to validation and approval at our discretion. If a return is not approved for any reason, the item may not be returned to you. We may ask you for a government ID to verify your identity.
The refund will be processed through the original payment method used during the purchase.
How do I track my order?
Once your order has shipped, you will receive a tracking number via email. You can use this number to track your order on our website or on the carrier's website.
Can I cancel my order?
We try to process orders as quickly as possible, but if you need to cancel your order, please contact our customer service team as soon as possible. We'll do our best to accommodate your request.
Can I exchange my item for another?
Unfortunately we do not offer direct exchanges. However, you are able to return the item following our return policy and place a new order for the desired item.
2. Returns and Exchanges
Do you provide free returns?
Yes, all returns are free with pick ups provided.
To arrange a free pick up contact our customer service team at info@westendwatchco-kw.com.
What is your refund policy?
We will issue a refund for the returned item once it has been received and inspected. The refund will be processed through the original payment method used during the purchase. Refund typical take beween 5-10 business days.
Order status & history
Tracking an Order
We will send you several emails during the order process to keep you informed of the status of your purchase. A shipping confirmation will be emailed to you as soon as your purchase is shipped, which will allow you to track your order. You are also able to track your order through your account, which you can access through the user icon at the top of the page.
Order Status:
Order Submitted - "Placed"
Once you have placed your order on Sephora and your credit card has been authorized, your order status will appear as "Placed."
Order Processing - "In Progress"
Once you have placed your order, it will be sent to our warehouse to be processed and packed for shipment. During this time, your order status will appear as "In Progress." Please allow 1 - 2 business days for the order to be processed and prepared for shipment.
Order Delivery - "Shipped"
Once we have assigned a tracking number to your order, and it has left our warehouse, the order status will appear as "Shipped."
Order Delivery - "Partially Shipped"
If your order will arrive in multiple shipments, once one of those shipments has left our warehouse, the order status will appear as "Partially Shipped."
Order Returned - "Returned"
It takes up to 2 weeks to process a return and credit your credit card account. Once your order has been returned and processed, the order status will show "Returned." We will notify you via email once your return has been processed.
Before you place your order, you can view the contents and the total amount in your shopping basket.
Once your order is placed, it cannot be modified. If you would like to cancel your order, most orders can be canceled up to an hour after being placed. To check the status of an order, check the Order Details page.
If an item in your order is out of stock after your order has been placed, the out of stock item will be canceled from your order, and you will receive notification via email. All in-stock items in your order will be shipped. If the initial order you placed met the $50 minimum free shipping threshold, but part of your order was canceled by Sephora, the order will still ship for free. If you would like to be notified when the item is back in stock, please visit the product page and sign up for the "Email when in stock" alert. Orders that contain out of stock items will be partially canceled for U.S. and Canada Sephora.com orders only.
If you would like to know more about our policies, you can consult our Terms and Conditions. You will also be able to follow your order (tracking number will be provided in an e-mail after ordering).
Address
BEHBEHANI COMMERCIAL COMPLEX
Jaber Al Mubarak Street, Block 5, Sharq, Kuwait
Hours: Saturday to Thursday : 9:30 AM - 9:00 PM
+965 22403954
info@westendwatchco-kw.com
+965 96728879
Customer Service
+965 96728879
Our representatives are available:
SAT - THU: 9.30am to 5pm (GMT+3)
Account registration, sign in, password & linked accounts
Resetting Your Password
If you have forgotten your password, click the "Forgot password?" link on the Sign In screen.
Enter your email address, and we will send you a link to reset your password.
Changing Your Login Email Address or Password
You can change your account email address and password on the Account Information page. All your email subscriptions and order confirmations will be sent to your new email address.
Warranty and Servicing
Do you offer warranty on all watches?
Yes, all of our products include an International Guarantee directly provided from the manufacturer with original packaging, care manuals, serial number identification and warranty cards.
What does warranty cover?
We certify that your West End Watch detailed on the enclosed certificate of Guarantee against defects in
workmanship and material for ONE YEAR from the date of purchase.
Within this period, regulation, repair or replacement of parts will be performed free of charge in the case of damage caused by lack of care.
To qualify for this service under guarantee you must present your watch together with a valid certificate of guarantee to the authorised WEST END watch dealer from whom the watch was purchased or any repair centre mentioned in the booklet.
IMPORTANT:
This guarantee is valid only if properly filled in, dated, stamped and signed by the authorised WEST END
WATCH Co dealer.
This guarantee DOES NOT COVER:
The glass, crown, bracelet or strap, attachments or battery damage in the case resulting from mishandling or abuse, use/knocks or damage resulting from unauthorised alterations, manipulation or repairs.
We will not honour any altered, tampered or photo copied certificates of guarantee. Original Certificate of Guarantee an
How do I contact customer service?
You can contact our customer service team at info@westendwatchco-kw.com. We will get back to you within 48 hours.