Customer Service

We deliver fast across Kuwait:

• Order before 6:00 PM (Kuwait time): delivered the same day.
• Order after 6:00 PM (Kuwait time): delivered the next business day.

Business days are Saturday to Thursday and exclude Fridays and official public holidays. Delivery times are estimates and may be affected by circumstances beyond our reasonable control, including weather, courier delays and traffic conditions.

NOTE: To deliver your order successfully, we need a complete and accurate delivery address, a valid contact number and a valid email address. Please check these details carefully before completing your order. We are not responsible for delays or failed deliveries caused by incorrect or incomplete information provided by you.

• Free delivery applies to all orders of 20 KD or more within Kuwait.
• For orders under 20 KD, a delivery fee is calculated and clearly displayed at checkout before you confirm and pay, based on your delivery address.

The total price you pay, including any delivery fee, is shown to you before you complete your order. We do not add hidden charges after checkout.

Motovile delivers within the State of Kuwait only. We do not currently ship outside Kuwait or to any other GCC country.

We ship each order together as a single, complete delivery. If one item in your order is still being prepared, we will hold the shipment until all items are ready, unless we agree otherwise with you. If you would prefer to receive available items first, contact us and we will do our best to accommodate you.

As soon as your order is dispatched, we will send a tracking link to your phone (by SMS) and email. You can also check your order status at any time by logging into your account.

You have the right to withdraw from your order and return or exchange a product within fourteen (14) days of receiving it. Where you return an eligible product, you will receive a full refund of the amount you paid, returned to your original payment method (or another method agreed with you), without any additional cost to you, provided the product is returned in its original condition.

To be eligible, the product must be:

• Unused and unworn, in the same condition in which you received it
• Complete, with all tags, accessories and free items included
• In its original, undamaged packaging
• Accompanied by the receipt or proof of purchase

How to start a return

Do not send any item back before contacting us. To start a return:

1. Contact us at +965 6568 9317 (phone or WhatsApp) with your order number and the item(s) you wish to return.
2. We will confirm your return and provide instructions on how and where to send the item.
3. Returns are sent to: Shop 6, Street 33, Shuwaikh Industrial Area 3, Kuwait.

Items sent back to us without first requesting and receiving a return confirmation will not be accepted.

In line with Kuwaiti law, the right of return does not apply to the following:

• Products that have been used or from which you have already benefited
• Products made or customised to your specifications (special orders and personalised items)
• Perishable goods or goods with a short shelf life
• Sealed products that are not suitable for return for health or hygiene reasons once unsealed
• Digital content or software once the download has been completed
• Activation codes and digital top-up cards, whether or not they have been used

For precious metals or high-value commodities (where applicable, as defined by Ministerial decision), the return period is limited to 24 hours from the time of receipt.

If you are unsure whether your item is returnable, contact us before purchasing and we will gladly advise you.

Please inspect your order as soon as it arrives. If your item is defective, damaged, or not what you ordered, contact us immediately with your order number and a photo of the item.

For defective or non-conforming products, you are entitled under Law No. 39 of 2014 to have the product replaced or refunded at no cost to you. We will arrange collection or return of the item and resolve the matter promptly. This is in addition to, and does not affect, any manufacturer's warranty.

If you would like a different size or item, contact us with your order number and the item you need. If it is in stock, we will arrange the exchange. If it is not available, we will process a full refund. The fastest way to get exactly what you want is to return the original item and, once your return is confirmed, place a new order.

Once we receive and inspect your returned item, we will notify you whether your refund has been approved. If approved, your refund will be issued automatically to your original payment method within 3 business days. Please note that your bank or card provider may take additional time to post the refund to your account.

If more than 14 business days have passed since your refund was approved and you have not received it, please contact us and we will investigate immediately.

We accept KNET, major credit and debit cards, and Apple Pay. All payments are processed through secure, encrypted payment providers that comply with Central Bank of Kuwait regulations. We do not impose additional fees on you for using electronic payment methods. We do not store full card details on our systems.

Motovile tries very hard to offer our customers the lowest prices around but if something slips by us and you find a lower price advertised by a Kuwait competitor, please contact us so we can try to match it. We will gladly help you by email or phone. Please be ready to provide an advertisement or link to where you saw the item in stock. Also don't forget to factor in any extra costs such as shipping when comparing pricing as we will add these costs in when price matching.  

Here at Motovile we do our best to be as accurate as possible. However, sometimes, things slip through the cracks. Motovile does not warrant that product descriptions or other content of the site are accurate, complete, reliable, current, or error-free. If a product offered on our site is not as described, your best course of action is to reach out to let us know of the error so we can correct it and do our best to fix the situation!

The List Price displayed for products on our website represents the full retail price in Kuwaiti Dinar (KWD) listed on the product itself, suggested by the manufacturer or supplier, or estimated in accordance with standard industry practice. The List Price is a comparative price estimate and may or may not represent the prevailing price in every area on any particular day. If you find it cheaper somewhere, lets us know so we can try to match it for you!

We do our very best to keep our website fresh and up-to-date however, item availability changes very quickly and sometimes items will be ordered that are backordered or even discontinued. If this happens, we will contact you as soon as possible to let you know this and always try to present similar options for you to choose from. You are not obligated to wait for an item if it is backordered- you are always eligible for a full refund.

We will gladly help you warranty any items that you purchase from Motovile. All manufacturers and brands have different warranty processes and policies so timeframes can vary greatly. Please call or email so we can let you know what to do next. Sometimes items are repaired and if they cannot be fixed, we will credit you the amount that you paid for the item. We require a receipt to do any warranty work. If you purchase from us during the year and provide your phone number and name, we will have your receipt on file. If you purchase from us at a show or do not provide your information, it will be your responsibility to hold on to your receipt in case you need warranty. These warranty rights are in addition to your statutory rights as a consumer.