FAQs
Orders & Delivery
1. Where do you deliver?
We currently deliver across the United Arab Emirates, Saudi Arabia, Kuwait, Bahrain, Oman, and Qatar.
2. How long does delivery take?
Estimated delivery times vary by country:
UAE: Most orders are delivered the next business day (excluding Sundays).
Saudi Arabia: 3–5 business days.
Kuwait, Bahrain, Oman & Qatar: 2–3 business days.
3. How much does shipping cost?
Shipping charges vary by country:
UAE: Free delivery on orders over AED 100. Orders below AED 100 are charged AED 18.
Saudi Arabia: Free delivery on orders over SAR 300.
Kuwait, Bahrain, Oman & Qatar: Free delivery on qualifying orders as shown at checkout. Otherwise, a flat shipping fee applies.
For more information, please visit our Shipping & Delivery page.
4. Is there a minimum order value?
No. There is no minimum order value.
5. Do you offer same-day delivery?
No. Same-day delivery is not currently available.
6. Can I add items to my order after placing it?
Please contact Customer Care as soon as possible. If your order has not yet been dispatched, we will do our best to assist you.
7. Can I change my delivery address after placing an order?
Please contact Customer Care as soon as possible. If your order has already been dispatched, we may not be able to update the delivery address. Please note that changing your delivery address may delay your order.
8. Can I cancel my order?
If your order has not yet been dispatched, we will do our best to cancel it. Please contact Customer Care as soon as possible.
9. Can I collect my order from a store?
No. Store collection is not currently available.
10. How can I track my order?
Once your order has been dispatched, you will receive an email with your tracking number. You can use it to track your shipment through the “Track Your Order” button on our website.
11. Why is my order still processing?
Your order may still be processing if one or more items are temporarily unavailable in our warehouse and are being transferred from one of our stores before dispatch.
12. My order is missing an item. What should I do?
Please contact Customer Care and we will check the status of your order and assist you accordingly.
13. What happens if I'm not available when my order is delivered?
If you're unavailable at the time of delivery, our delivery partner may contact you or arrange another delivery attempt, depending on the courier's policy. If you have requested that your order be left at your door, the courier may do so where this service is available. If you need assistance with a missed delivery, please contact our Customer Care team.
14. Do you ship internationally?
No. We currently deliver only within the United Arab Emirates, Saudi Arabia, Kuwait, Bahrain, Oman, and Qatar.
Returns & Refunds
1. What is your return and exchange policy?
Eligible products may be returned or exchanged within the applicable return period, provided they meet our return requirements.
For full details, including eligibility, exclusions, and return instructions, please visit our Returns & Refunds page.
2. How do I start a return or exchange?
Please contact Customer Care to begin the return or exchange process. Our team will guide you through the next steps.
3. Can I exchange an item instead of returning it?
Yes, eligible products may be exchanged if they meet our return requirements. Exchanges are only accepted in the country where the purchase was made.
4. I received a damaged, defective, or incorrect product. What should I do?
Please do not dispose of the product. Contact Customer Care as soon as possible with your order number and clear photos of the item. We will review your request and assist you with a replacement, repair, or return where applicable.
5. When will I receive my refund?
Once your return has been inspected and approved, your refund will be processed to the original payment method.
Refunds are initiated within 24 hours of approval. Depending on your bank, the amount may take up to 14 days to appear on your statement.
Warranty & After-Sales
1. Do your products come with a warranty?
Many of our products are covered by a manufacturer's warranty.
2. How do I make a warranty claim?
Please retain your original receipt and refer to the warranty card included with your product. If you need assistance, contact Customer Care.
For more information, please visit our Warranty & After-Sales page.
3. Do you offer repairs or spare parts?
Yes. We provide repairs, servicing, and spare parts for many of the brands we carry.
4. Do you offer knife sharpening?
Yes. We offer one complimentary knife sharpening service with the purchase of eligible knives. This service is available for knives with smooth cutting edges only.
Payments
1. Which payment methods do you accept?
We offer the following payment methods:
All countries: Visa and Mastercard credit/debit cards, and Apple Pay.
United Arab Emirates: also American Express (AMEX) and Cash on Delivery.
Saudi Arabia: also American Express (AMEX), Cash on Delivery, and Tamara (pay in instalments).
Kuwait: also KNET.
Available payment methods may vary depending on your delivery country and are shown at checkout.
2. Are online payments secure?
Yes. All online payments are processed through secure payment gateways to help protect your payment information.
3. My payment didn't go through. What should I do?
Please check that your payment details are correct and that your card has sufficient available funds. If the payment is still unsuccessful or your card continues to be declined, please contact your bank.
If you still need assistance, contact our Customer Care team and we’ll be happy to help.
Products
1. When will an out-of-stock item be available again?
If a product is currently unavailable, click the “Notify Me” button on the product page to receive an email when it is back in stock. You can also contact Customer Care to check if new stock is expected.
2. I received a product that doesn't match the description on the website.
Please contact Customer Care with your order number, a photo of the product you received, the item code, and the product description you expected. We will investigate and assist you as quickly as possible.
3. Do you sell appliance spare parts?
Yes. Please provide your appliance model number and the spare part you require, and we will check its availability.
4. Do you sell gift vouchers?
Yes. Gift vouchers are available for purchase in our stores only and are not currently available online.
5. Are all products available both online and in stores?
Product availability may vary. Some products are available both online and in our stores, while others may be available exclusively online or in selected stores.
If you're looking for a specific item, please contact our Customer Care team and we'll be happy to check its availability for you.
Stores & Workshops
1. Where are your stores located?
You can find all Tavola store locations, opening hours, and contact details through our Store Locator.
2. How can I register for a workshop?
Visit the Tavola Studio website to browse upcoming workshops and reserve your place online.
3. Can I purchase a workshop as a gift?
Workshop bookings cannot currently be purchased as gifts online. Please contact our Customer Care team or visit your nearest Tavola store for the latest options.
Business & Wholesale
1. How can I request a wholesale quotation?
Please contact Customer Care with the list of products you require, and our team will prepare a quotation for you.
My Account
1. I didn't receive my order confirmation email.
Please check your Spam or Junk folder first. If you still can't find the email, contact Customer Care and we will resend your order confirmation.
2. Do I need to create an account to place an order?
No. You can place an order as a guest without creating an account.
Creating an account allows you to enjoy a faster checkout experience, save multiple delivery addresses, track your orders, and receive personalized updates on offers and promotions. Your account information is kept secure and is never shared with third parties or advertising networks.
3. How do I reset my password?
If you've forgotten your password, click the “Forgot Your Password?” link on the login page and follow the instructions to reset your password. If you continue to experience issues, please contact our Customer Care team for assistance.
Customer Care
How can I contact Customer Care?
If you need assistance with your order, returns, payments, warranty, or product inquiries, our Customer Care team will be happy to help.
Phone (UAE): 800 828 652
Email: customercare@tavolashop.com