How your order travels. And returns.

Where we ship, and how long it takes

We ship across the GCC today; further destinations will follow as the Realm grows. Timelines are estimates, not guarantees, and they begin from the moment your order is dispatched.

Shipping cost

Within Kuwait, delivery is a flat 1.500 KWD, whatever the size of your order. On orders of 60.000 KWD or more, delivery is complimentary.

Across the wider GCC, delivery is 5.000 KWD for the first kilogram, then 1.250 KWD for each additional kilogram, by the weight of your parcel. The exact figure is shown at checkout, before you pay. Never assumed, never added after.

From order to door

1. You place your order; payment is taken and the order is confirmed.
2. We prepare and dispatch it. A dispatch note arrives by email. And by WhatsApp if you have opted in.
3. The courier delivers, and a delivery confirmation follows once the parcel is marked received.

Taxes

Within Kuwait, the price you see is the price you pay. There is no VAT on goods in Kuwait, and nothing is added after checkout. For deliveries elsewhere in the GCC, any customs duties or local taxes are set by the destination country and are payable to the courier on delivery. They are not collected by NeoSpherium, and they are separate from the price you pay us in KWD.

If a delivery doesn’t arrive

If you receive a delivery confirmation but not the parcel, contact us within 7 days and we will trace it. If a delivery fails because an address is incorrect or the recipient is unreachable, we hold the parcel for 14 days while we reach you to arrange redelivery.

Your 14-day right to return

You may return most items within 14 days of receipt for a full refund. Or an exchange, if you would prefer. This follows Kuwait’s Digital Commerce Law (Decree-Law No. 10 of 2026) and Consumer Protection Law No. 39 of 2014, which give you a cooling-off period to withdraw from the purchase and be refunded to your original payment method.

What can come back

To be returned, an item should be:

• In its original condition. Unworn except to try on, and unwashed
• With all original tags attached
• In its original packaging, where the packaging is part of the product (for example, footwear boxes)

What cannot

• Final-sale items, where labelled as such at purchase
• Personalised or made-to-order pieces, where applicable
• Items damaged through use rather than a manufacturing fault
• Hygiene-sensitive items, where noted at purchase

How to return

1. Send a request through Customer Care with your order number and the item(s) you would like to return.
2. We send you a return instruction with the label and timing.
3. Drop the parcel at the collection point, or arrange a collection.
4. We refund you within 14 days of receiving the return, to your original payment method.

Within Kuwait, a change-of-mind return within the cooling-off window is free. We arrange the collection, as the law provides. For deliveries elsewhere in the GCC, return shipping for a change-of-mind return is covered by you. For defective items, or anything shipped in error, NeoSpherium covers the return in full. Wherever you are.

For orders delivered outside Kuwait, any customs duties or local taxes you paid on delivery are not refundable. Your refund covers the price of the returned pieces.

Defective items

If you receive a defective item, contact us within 30 days and we will arrange an exchange or a full refund. Whichever you prefer. We do not offer a repair service. For manufacturer-warranty matters beyond 30 days, NeoSpherium forwards your claim to the District that made the piece; any warranty terms are noted on the product page where they apply.

When you’ll see the refund

Refunds return to your original payment method. Never as store-credit-only. Once we initiate the refund, your bank or card issuer typically posts it within 3–10 working days.