FAQs

How do I create an account?

Select “Create an account” on the “Login page” and complete a short form with your name, email, and password.

Why should I create an account?

You’ll get faster checkout, saved details, and easy access to order tracking.

How do I manage my saved addresses?

Go to My Account → Addresses → Manage addresses to add, edit, or remove addresses.

How do I change or recover my password if I’ve forgotten it?

Choose “Forgot Password?” on the “Login page” and follow the link sent to your email.

My password isn’t working. What should I do?

Ensure you’re typing it correctly—passwords are case-sensitive. If it still fails, reset it using Forgot Password or contact our Customer Support Team

Why am I not receiving verification or reset emails?

Check your spam folder and confirm your email is correct. If you still don’t receive it after a few minutes, try again or contact our Customer Support Team.

Do you offer product warranties?

Yes. Warranty details are available on product pages.

Why isn’t the item I want available online?

Availability varies by store and channel. Contact us, and we’ll help locate it or suggest an alternative.

Are product colours accurate?

We aim for accurate images, but colours may vary slightly depending on the screen.

Are your products authentic?

Yes — all items are sourced from authorized brands and partners.

Do I need an account to place an order?

No, you can check out as a guest. An account simply makes things faster and easier.

Can I make changes after placing an order?

We process orders quickly, so changes may not always be possible. Contact us as soon as you can.

I haven’t received a confirmation email. What should I do?

Check your spam folder and confirm your email address. If it hasn’t arrived within a few minutes, contact our Customer Support Team.

My order is delayed — what now?

Reach out with your order number, and we’ll follow up with our delivery partner.

Order marked delivered but not received?

Contact our Customer Support team, and we’ll check right away.

Why can’t I see my order in Order History?

Only orders placed while logged in appear in your account. Guest orders won’t show.

I can’t track my order.

Make sure you’re using the same email and the correct order number. You can also track it directly on the courier’s website using the tracking number.

Will I receive a confirmation email?

Yes — you’ll receive one shortly after checkout.

When will my order arrive?

Deliveries within Kuwait within 1 working day.
Deliveries run Saturday – Thursday
Public holidays may delay schedules.

What if I’m not available at delivery?

The courier will return the shipment to the nearest facility, and a delivery call will be made the next day.

My parcel is marked ‘Returned to Sender’. What does this mean?

This usually happens after unsuccessful delivery attempts. Contact us to arrange redelivery or a refund.

How do I contact the courier?

Reach SAMSA at +965 1881134 or connect via email at kwicstrace@smsaexpress.com

Can I use multiple payment methods?

Yes — you can combine:

Gift voucher + Card

I submitted payment, but didn’t receive confirmation.

Please contact us so we can check the status of your order.

Why was my payment declined?

It may be due to bank authorization or security checks. Contact your bank or our Customer Support Team.

My payment failed — what should I do?

Double-check your details or try another method. If the issue continues, contact us.

I received an error while paying. What now?

Share the details—or a screenshot—at support@jashanmal.com

Why was I charged twice?

Some banks place temporary holds. If the charge doesn’t reverse within a few days, contact us.

I was charged but didn’t get a confirmation email.

Check your spam folder and confirm your email. If still missing, contact our Customer Support Team with proof of payment.

I received a damaged or incorrect item — what should I do?

Contact us within 48 hours with photos of the item and packaging. We’ll arrange a replacement or refund.

How do I return my order?

Submit a return request online and choose collection. Instructions are included with your shipment.

How long do I have to return an item?

Within 14 days of delivery.

How long does it take to process my return?

Once received, returns are processed within 2–5 working days.

When will I receive my refund?

Refunds take 3–10 working days after processing and may take 7–14 days to reflect in your bank account, depending on your bank.

Do your products come with a warranty?

Yes — select items include a manufacturer or brand warranty.

How can I check a product’s warranty?

Details are listed under Product Details.

What does the warranty cover?

Typically, manufacturing defects. It doesn’t cover wear and tear, accidental damage, or unauthorized repairs.

Is the warranty valid internationally?

It depends on the brand. Some offer regional coverage, others global. (Only for Luggage)

What if my product can’t be repaired?

If your item can’t be repaired, we’ll arrange a replacement or provide an equivalent solution in accordance with the brand’s warranty policy, provided it hasn’t been misused or is outside the warranty period.

My item is damaged or not working — what should I do?

Please email us with photos and proof of purchase.

How do I contact the Service Centre?

Please contact our Service Center team with your order number, photos, and a brief description, or call +965 2225 0225 to resolve the issue quickly.

How can I share feedback?

Please submit your comments through our Contact Us page.

Do you have a complaints process?

Yes — our team will guide you through a fair and straightforward resolution process.

Share Your Concern
Contact us through email, phone, or our support form.
We Acknowledge It
Our team reviews your message and confirms we’ve received it.
We Look into It
We assess the issue and gather any needed details.
We Offer a Solution
You’ll receive a fair and clear resolution based on your case.
We Finalise It
Once you agree, we carry out the solution and close the case.

Customer Support

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