FAQs
Got a question or need support? We’ve got you covered. Check out the frequently asked questions (FAQ) below to learn more.
If you still can’t find an answer to your question, please drop us an email at customerservice@kuduarts.com, or reach out to us at any of our stores located here
DELIVERY INFORMATION
What delivery services do you offer?
UAE Standard Delivery
Free on All Order over 600 Dhs or 35 Dhs otherwise. All orders are processed within 2 to 5 business days (excluding weekends and holidays) after receiving your order confirmation.
In-store pickup
You can skip the shipping fees with free local pickup at any of our stores listed on our Contact Us Page.
International Delivery
We offer international shipping. Shipping charges for your order will be calculated and displayed at checkout. There are broader delivery timelines (e.g. 8 to 20 days) for international shipping since expectations can vary greatly depending on the destination. Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country.
Has my order been dispatched yet?
When you place your order we’ll send you an email confirming that the order has been placed and the items you’ve ordered. When your order has been dispatched from our warehouse, we’ll send you a second email to confirm this. If you don’t receive an email within 4 working days, please get in touch with our crew at customerservice@kuduarts.com.
YOUR ACCOUNT
Do i need to set up an account with you?
Setting up an account is really easy and you have multiple options to do it. You’ll need to give us your name and address details and then create a password, which you can use to access your account at a later date or log in with any of your social media accounts. With an account, you can check the progress of an order, change your details and save your payment details, which will speed things up the next time you order. Alternatively, if you’d prefer not to create an account, you can select ‘Continue as guest’ instead. You’ll still need to enter your name, address, email, and payment information. You won’t be able to track your order if you select this option though.
How do i change and check my account details?
By logging in to your account using your email address and password, you will be able to access your account details. You will also have the option to modify your delivery addresses stored against your account but unfortunately, we aren’t able to change the delivery address on an active order, so please ensure you select the right details.
I have forgotten my password, What do I do?
Hi. If you forgot your password and can no longer log into your account, there’s a link on the login page that will take you to reset your password.
My account has been suspended, What do i do?
This happens after 3 unsuccessful login attempts. Your password is case-sensitive, so please bear this in mind when entering your details. If you do enter an incorrect password on more than 3 occasions, your account will be suspended automatically as a security measure. To resolve this, all you need to do is let us know via email and we can unlock your account and resend your password reminder over to your registered email address. Be assured that the customer service staff you deal with does not have access to your password details.
PLACING AN ORDER
What payments methods do you accept?
We can accept the following cards and payment methods online. Master Card and Visa Card
How do i redeem a discount or special offer?
Applying a promotion code couldn’t be easier. Simply find the item you’d like to purchase and proceed to checkout, at which point you can enter your code and complete your purchase!
Make sure you have not checked out before you enter your Discount Code, as it can only be entered while you’re in the Shopping Bag. Make sure you are entering into the ‘Coupon code’ box and not the gift card section. Coupon/Voucher/Promo codes are set to expire after a certain time, so it might be that you’re using an outdated code. Most of our vouchers are single-use and case-sensitive. They also cannot be used during Sale periods or special promotions/events, and you can’t use more than one on a single order.
Can i add to an existing order?
We can’t add to your order. But if you place a new order within a few hours of your original order, then email our Customer Service team, we’ll combine the orders into one. We do this at your convenience.
Can I split my order across multiple delivery addresses?
Unfortunately, we’re not able to split a single order. If you need to split an order, please place more than one order.
Can I cancel/change my order online?
Unfortunately, our website does not currently allow you to change or cancel anything yourself. We are also unable to edit an order once it has been placed. If you need help with this, please email our Customer Service team who will try their best to resolve the situation for you – but we may have to ask you to wait for the order to be delivered for it then to be returned to us.
When will I be charged for my order?
Payment is taken at the point of ordering. If for any reason your item is not dispatched you will be refunded on your original payment method and will be processed within 10 to 45 days depends on the issuing bank of the credit card. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Hi there, The items I put in my shopping basket recently appear to be unavailable – can you tell me why?
Goods are not allocated to you until the order confirmation is sent to you – adding items to your shopping basket does not reserve them.
What is a CVV?
CVV is also known as your Card Security Code The security code is just an extra security measure for online and phone transactions. It’s a 3-digit number located on the back of your near the signature strip.
What if my transaction gets declined?
We will not decline transactions at checkout, only authorize the amounts – if your bank does decline, please contact them directly so they can rectify this for you. Please be advised that the authorized amount will show on your account for around seven working days, regardless of a successful transaction being made. This amount has not been debited, it has only been put on hold from your available balance.
Why am I receiving a security check email/call?
We’re passionate about delivering on time and keeping our customers happy. For your safety as well as ours, we perform an additional check on all orders with certain criteria. The call to complete this task is a part of this process. The call to complete this check will be very brief and we will never ask for your full card details. Please be aware that if your order has been flagged for a security check and you do not contact us within 4 days your order will be canceled.
Is my order successful?
Once your order’s gone through, you should receive an email with an order number. If you don’t receive an email, just double-check that you’ve spelled your email address correctly. It is also worth checking your junk/spam mail folder. If you’ve checked and you’re still unsure, please email our Customer Service Centre who will be happy to look into this for you.
REFUNDS AND EXCHANGES
How do I return unwanted items?
We have a 10-day return policy, which means you have 10 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. To start a return, you can contact us at customerservice@kuduarts.com . If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return question at customerservice@kuduarts.com . For more details kindly refer to our Return Policy
When will I receive my refund?
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method and will be processed within 10 to 45 days depends on the issuing bank of the credit card. Please remember it can take some time for your bank or credit card company to process and post the refund too. For more details kindly refer to our Return Policy
COMPLAINTS & SUGGESTIONS
Got a Complaint?
We’re passionate about what we do, and we want you to be 100% satisfied with every piece of art you receive from us. If we didn’t deliver exactly what we said, tell us. Our aim is for all of our customers to love everything we do. In the unlikely event, this is not the case we want to know about anything that would make what we do better so that we can improve it. If your complaint is in relation to a visit to a store the best thing to do is speak to the Store Manager whilst you’re in-store; so that they can resolve any problems immediately. For any other complaints, we advise that you contact our Customer Service Centre where our crew will be happy to assist you immediately and resolve any problems you may have experienced. We aim to resolve all complaints within 7 working days unless there are extenuating circumstances.