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| Q. |
What is Just Ask service? |
| A. |
Just Ask is a unique service aimed at fulfilling special orders for items not available in the local market in Kuwait. We order online from a catalogue or from a store overseas. We ship through the fastest and most reliable modes. We deliver at no extra costs. |
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| Q. |
Why order through Just Ask? |
| A. |
- We strive to offer you a convenient, hassle free personal internet shopping experience.
- We will place the order on your behalf to the exact specifications you require.
- We receive, inspect & repack your shipment before shipping to Kuwait.
- We automatically insure all of our orders at no additional insurance premium.
- We offer very competitive shipping rates.
- We will arrange for the additional government approvals should your order require it upon clearance*.
- We can deliver the order to any residential address at no extra cost.
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| Q. |
How can I order? |
| A. |
Once you have the order information ready, contact Just Ask and we will revert back to you the same day with a full estimate of the total cost.
The following order information is required:
- Website, catalogue, or details of the overseas store where your product(s) is located.
- Product details including flavor, size, color and customization (if required).
You can submit your order via:
1. Email: justask@sultan-center.com
This is the most convenient way to process your Just Ask order. Send us your full order details as listed above; to our email address and we will revert back with an estimated total cost and an order reference number.
2. You can visit our Just Ask service counter in TSC Salmiya, Sharq or Al-Kout stores but please ensure that you have all the required order details with you or a printout of the product(s) from the website, catalogue or store where they are available.
Providing this information will speed up the process when you visit the counter and save time searching for the required product(s). Unfortunately, we do not offer the option to surf the internet for products at the counter.
3. If you have a limited number of items, you can place your order by calling your nearest Just Ask counter**.
Salmiya: 2575 0135
Sharq: 2240 7088
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| Q. |
What do I pay for? |
| A. |
- The cost of the product(s) as advertised in the merchant catalogue, magazine or on the website.
- The specified domestic shipping and handling fees indicated by the merchant in the country of origin.
- The service processing and handling fee.
- The shipping cost to Kuwait.
- Any customs and clearance fees upon clearance ***.
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| Q. |
When do I pay? |
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After issuing the full estimated total cost and an order reference number, a 50% down payment is required to activate your order. The remaining balance will be due once the order is available for collection.
Some orders may require the full estimated total cost payment in advance. A Just Ask advisor can provide you with additional information if required.
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| Q. |
What can I order? |
| A. |
You can order any item allowed in Kuwait per the local customs regulations. The quantity of ordered items should be for personal use. Just Ask can’t process bulky or commercial purpose orders. |
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| Q. |
What are prohibited items? |
| A. |
Prohibited items, are products that can not be shipped to Kuwait and are not allowed inside the Kuwait borders. These products cannot be ordered through the Just Ask service. A full list of prohibited products is available at our counters. |
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| Q. |
What are restricted items? |
| A. |
Restricted items are products that require special paperwork and approvals before being released from Kuwait Customs. Additional details on the necessary paperwork and approval requirements are available at our counters. |
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| Q. |
When will my order arrive? |
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Most of our orders arrive within 15 days of the order activation date. However, delays might happen in transit or in the local customs office. Should the order be held for inspection by any local authority, we will inform you on immediately. |
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| Q. |
Where is the Just Ask located? |
| A. |
Just Ask is a service provided by The Sultan Center and the counters are located in Salmiya, Sharq and Al-Kout stores.
Working Hours:
Salmiya counters is opened from 1am to 10 PM from Saturday to Thursday
Sharq counters is opened from 10 am to 12 midnight from Saturday to Thursday |
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* Additional paperwork might be required from the customer.
** Please consider the working hours for each location.
*** Kuwait Customs regulations apply. Category & quantity of the item(s) requested and corresponding customs regulations in Kuwait apply.
- Orders cannot be cancelled but they can be amended or changed after they have been placed. If an amendment or change incurs charges, these will be passed onto the customer, as per the merchant’s policies and procedures.
- Orders from certain product categories require full payment in advance.
- Our service is limited to ordering, shipping and delivering a product order. We do not offer after-sales services for any product.
- Order processing depends on stock availability and the price at the actual time of purchase. Hence products on auction sites with end time and/or limited time offers are subject to total cost variation when the order is placed.
- Orders shipped from origin to destination cannot be cancelled, or amended. However, they can be returned after settling the due balance and paying the shipping back costs to the country of origin.
- Orders of items sealed by the manufacturer will not be opened and or inspected before they are shipped to Kuwait. This stops the manufacturer’s warranty/guarantee becoming void.
- Orders that need to be exchanged after they have arrived at their destination will require full advance payment of the exchange cost, after the due balance has been settled.
- Stock of requested products may vary and is subject to availability. A website may acknowledge receipt of an order but due to the number of orders placed, stock may be depleted. This can happen if a website does not provide a real-time stock availability update.
- We accept cash and any credit or debit card issued from a bank in Kuwait.
- A 50% advance payment is required to activate the order and the remaining 50% must be paid on collection or delivery. Some categories require 100% advance payment to activate the order.
- Amendments or changes to the order which increases the estimated total cost will require an additional amount to be paid in advance so that the order can be placed. If the changes decrease the estimated total cost, the amount will be deducted from the due balance.
- Customs and clearance fees are payable on order collection or delivery.
- No cash refunds for payments done by Knet or Visa. Credit/debit refunds will be made by reversing the payment amount to the credit/debit card that was used for the original transaction; and is subject to banks service levels.
- Applies only to the announced merchant policies. We are bound to the published policies of the merchant who is selected when the order is placed.
- Orders still in the country of origin will incur costs as announced by the merchant as well as the handling fee.
- Orders shipped to the destination will incur costs as announced by the merchant as well as the service fee and shipping back costs back to the country of origin. In case of exchange, the service fee will be doubled and an additional payment will be required in advance. This will cover the return of the original item and the purchase of the second item(s) to be shipped back to the destination.
- Exchange for a higher priced item will require immediate payment for the cost difference.
- Refunds will be processed after the merchant has refunded Just Ask. No cash refunds will be given for payment by Knet or Visa. The refund will be made by reversing the payment amount to the credit card that was used for the original transaction.
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