1. Introduction

This Shipping Policy explains how Kayan International Plus (kayankw.com) processes, dispatches, and delivers orders placed through our online store. By placing an order with us, you agree to the terms set out below.

We are a licensed Kuwaiti company (Commercial Registration No. 449352) operating three retail branches in Farwaniya, Jahra, and Mangaf, and we deliver across the State of Kuwait.

2. Order Processing

Orders are processed once payment has been confirmed, or once a Cash on Delivery order has been verified by our team.

Orders confirmed before 4:00 PM (Kuwait time) on a business day are prepared and dispatched the same day. Orders confirmed after 4:00 PM, or on Fridays and public holidays, are processed on the next business day.

During major sales campaigns, product launches, and peak seasons, processing may take slightly longer. If a significant delay affects your order, we will contact you directly on WhatsApp.

3. Delivery Timeframes

Same-day delivery — For orders confirmed before 4:00 PM within our standard coverage areas, delivery is completed on the same day, typically within 1 to 6 hours of order confirmation.

Next-day delivery — Orders confirmed after the daily cut-off time, or placed on Fridays and public holidays, are delivered on the next business day.

Deliveries are carried out between 10:00 AM and 10:00 PM, Sunday through Thursday, and on Saturdays. Our delivery representative will contact you before arrival to confirm your availability.

The delivery options available to you, along with their estimated timings, are displayed at checkout once you enter your address. All timeframes are estimates based on normal operating conditions and are not guaranteed.

4. Delivery Coverage

We deliver to all governorates of Kuwait: Al Asimah (Capital), Hawalli, Farwaniya, Mubarak Al-Kabeer, Ahmadi, and Jahra.

A limited number of remote and agricultural areas fall outside our standard delivery network. For these locations:

• Full payment in advance is required. Cash on Delivery is not available.
• Delivery is arranged directly with our customer service team, who will confirm the expected delivery date and time with you before dispatch.
• Same-day delivery is not available.

We currently deliver within Kuwait only and do not ship internationally. If you are ordering from outside Kuwait, you may still place an order for delivery to a Kuwaiti address.

5. Our Delivery Network

Orders are delivered through a combination of our own in-house delivery representatives and our logistics partner, Armada Delivery Solutions.

Each order is assigned to the channel best positioned to deliver it in the shortest possible time, based on your location, the delivery option you selected, and the branch holding your items. This routing is managed internally by our operations team, and the assignment is made automatically once your order is dispatched.

6. Delivery Fees

Delivery charges are calculated at checkout based on the shipping option you select and your delivery address. The exact amount is always displayed before you confirm your payment, so there are no hidden or additional fees added afterwards.

Delivery is free on all orders over 15 KD. For orders below this amount, the applicable delivery fee is shown at checkout.

Free delivery is applied automatically to the order value after any discounts have been deducted, and is available on standard delivery within our coverage areas.

7. Cash on Delivery

Cash on Delivery is available with no additional service fee on orders up to 150 KD.

You may pay in cash, or pay our delivery representative directly by KNET card using a portable payment device. For orders above 150 KD, please complete your payment online using one of our secure payment methods.

To help our team complete your delivery smoothly, please have the exact amount ready. Our representatives carry a limited amount of change.

8. Collection from a Branch

If you prefer to collect your order yourself, select the pick-up option at checkout and choose your preferred branch in Farwaniya, Jahra, or Mangaf.

We will notify you on WhatsApp as soon as your order is ready for collection. Please bring your order number and a valid Civil ID matching the order details.

Orders are held at the branch for 3 days from the date of the ready-for-collection notification. If the order has not been collected within this period, it will be returned to stock and refunded to your original payment method.

9. Order Updates and Tracking

You will receive a confirmation message as soon as your order is placed. We keep you updated on WhatsApp at every stage: when your order is confirmed, when it is dispatched, and when our representative is on the way to you.

You can also view your order status at any time from your account page on kayankw.com, or contact our customer service team on WhatsApp at +965 5518 8136 with your order number.

10. Delivery Address and Contact Details

Please make sure the address and phone number you provide at checkout are complete and accurate. A full address in Kuwait should include the governorate, area, block, street, house or building number, and floor or apartment where applicable.

We are not responsible for delays or failed deliveries caused by an incorrect or incomplete address, or by an unreachable phone number. If you need to change your delivery address after placing an order, contact us on WhatsApp immediately. Address changes can only be made before the order has been dispatched.

11. Receiving Your Order

Orders must be received by the customer or an authorised representative aged 18 or over. For high-value orders, our representative may request to view a valid Civil ID before handing over the shipment.

Please inspect the outer packaging before accepting your order. Accepting and signing for the shipment confirms that the package was received sealed and in good external condition. If the packaging is visibly damaged or has been tampered with, please refuse the delivery and inform our customer service team immediately.

Ownership and risk of loss or damage transfer to you once the order has been delivered and accepted.

12. Unsuccessful Delivery Attempts

Our representative will attempt to contact you on the phone number provided before delivery.

If we are unable to reach you or complete the delivery, we will make up to two additional attempts on the following business days. If all attempts are unsuccessful, the order will be returned to our warehouse and our customer service team will contact you to arrange redelivery or cancellation.

Orders returned to us after three unsuccessful delivery attempts will be cancelled and refunded to the original payment method. Cash on Delivery orders that are repeatedly refused or left uncollected may affect eligibility for Cash on Delivery on future orders.

13. Damaged, Missing, or Incorrect Items

If you receive an item that is damaged, incorrect, or missing from your order, contact us on WhatsApp at +965 5518 8136 within 48 hours of delivery, with your order number and clear photographs of the item and its packaging.

We will investigate and arrange a replacement, an exchange, or a refund at no cost to you. Please retain all original packaging until the matter has been resolved.

14. Circumstances Beyond Our Control

Delivery times may be affected by events outside our reasonable control, including severe weather conditions, road closures, official directives, public holidays, or exceptional demand. In such cases we will keep you informed and deliver your order as soon as conditions allow.

15. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes in our operations or in applicable regulations. The version published on this page is the version that applies to your order at the time it is placed.

16. Contact Us

For any question relating to delivery or the status of your order:

WhatsApp: +965 5518 8136
Email: info@kayankw.com
Branches: Farwaniya · Jahra · Mangaf