FAQs

Yes. Twaaq offers fragrance and gifting products both online and through its retail stores. Product availability may vary depending on the country, the individual store, the website and the promotional period.

Online shopping
Twaaq currently serves customers online in Kuwait, Saudi Arabia, the United Arab Emirates, Oman, Qatar and Bahrain.

Our stores — Kuwait

• The Walk – Ardiya, opposite Jaber Al Ahmad Stadium
• The Avenues Mall – Phase 4, The Arcades
• 360 Mall – New Extension, Mezzanine Level
• Marina Mall
• Souq Al Mubarakiya – Souq Al Gharabli

United Arab Emirates

• The Dubai Mall – District Area, Cinema Parking P3, Ground Floor, opposite Chalhoub Café
• WhatsApp: +971 50 318 2189  |  Phone: 04 570 9299 / 04 570 9313

Bahrain

• The Avenues Mall – Phase 2, Gate 5, next to the Ice Rink
• WhatsApp: +973 3335 9982

Please note that the range available online may differ from the range available in each store.

Yes. Fragrance is a timeless and sophisticated choice for any occasion, from personal milestones to executive gifting. For a thoughtful touch, choose a scent that matches the recipient’s favourite profile — such as fresh, floral, woody, amber or oriental notes.

To complete your gift, simply select our signature gift packaging and add a personal message during checkout.

Start by considering the scents you already enjoy and the occasions for which you plan to wear the fragrance. Fresh and citrus notes tend to feel lighter, while woody, amber and oriental compositions often feel warmer and richer. Product descriptions and fragrance-note information can help you narrow your selection.

Top notes are the first aromas you notice after applying a fragrance. Heart notes develop as the opening softens and form the main character of the scent. Base notes emerge more gradually and provide depth, warmth and lasting character.

A fragrance can develop differently depending on skin temperature, moisture, natural skin oils, environment and the products applied to the skin. This means the same perfume may smell slightly warmer, fresher, sweeter or softer from one person to another.

Fragrance descriptions and note lists are intended to guide your selection, but scent perception is personal. The way a fragrance develops may also vary depending on skin, climate and application.

Apply fragrance to clean, moisturised skin and focus on pulse points. Avoid rubbing the wrists together, as this may affect how the fragrance develops. Longevity can vary according to fragrance composition, application, climate and skin type.

Store perfume upright in a cool, dry place away from direct sunlight, heat and strong temperature changes. Keeping the bottle in its original box or inside a closed cabinet helps protect it from light and environmental exposure. We recommend a stable storage temperature not exceeding 22°C.

Avoid leaving perfume in a parked vehicle, beside a window or in any place exposed to prolonged heat. Store it indoors in a stable, shaded environment at a temperature not exceeding 22°C. When wearing fragrance in hot weather, begin with a moderate amount, as heat may influence projection and development.

Once opened, most perfumes remain usable for approximately 3 to 5 years, although we recommend using them within 2 to 3 years for optimal quality. Scent, colour or performance may change gradually over time. Shelf life depends on the ingredients, the concentration and how the bottle is stored.

Some fragrances may change slightly in colour due to age, light, heat or interaction between ingredients. A minor colour change does not necessarily mean the fragrance is unsuitable for use, but a significant change in smell, appearance or performance should be assessed carefully.

Perfume may be applied to some fabrics, but certain ingredients can mark delicate, light-coloured or speciality materials. Test from a suitable distance on an inconspicuous area first, or apply the fragrance directly to the skin.

An order is confirmed once payment has been successfully processed and Twaaq has issued an order confirmation. The confirmation may be sent by email, text message, WhatsApp or another approved communication channel. You can also confirm the status of your order at any time by contacting Customer Support on +965 96665913.

No. Orders placed through Twaaq.com are subject to acceptance by Twaaq. Your order is considered confirmed only after successful payment processing and the issuance of an order confirmation.

Twaaq may cancel an order because of product unavailability, payment issues, suspected fraud, misuse of a promotion or another valid operational or legal reason. If a cancelled order has already been paid, any applicable refund will be processed in accordance with the approved refund procedure.

If a product or order is affected by a pricing error, our team will contact you to explain the correct price and confirm whether you would like to proceed with the order or cancel it. Where an order is cancelled, any applicable refund will be issued in accordance with the approved refund procedure.

Yes. To amend or cancel an order, please contact Customer Support on WhatsApp +965 96665913.

• Orders within Kuwait: changes are possible before the order leaves for delivery.
• Orders outside Kuwait: changes are possible before the order is shipped.

First check your email spam or junk folder and confirm that the contact details entered during checkout were correct. If payment was deducted but no confirmation was received, contact Customer Support on +965 96665913 and provide the relevant payment and order information.

We offer a range of secure payment options at checkout:

• Cards and digital wallets: KNET, credit and debit cards, and Apple Pay
• Buy Now, Pay Later: Tabby (UAE and Saudi Arabia) and Tamara (Saudi Arabia)

Please note: the payment options available to you may vary depending on your location, device, order total and checkout provider.

Check that your payment details are correct and that your chosen payment method is authorised for the transaction. You may try another available payment method or contact your bank or payment provider. If the problem continues, contact Twaaq Customer Support on +965 96665913.

Yes. All transactions are processed securely through trusted, encrypted payment gateways. For your security, we recommend keeping your account details private and never sharing your passwords or OTP verification codes with anyone.

Twaaq delivers across the GCC — Kuwait, Saudi Arabia, the United Arab Emirates, Qatar, Oman and Bahrain — as well as to selected international destinations.

Delivery times are estimates and may vary according to the destination, order-processing requirements, courier capacity, customs clearance, public holidays and other logistics conditions.

Delivery within Kuwait is free. For all other destinations, shipping charges depend on the destination, order value, delivery method and any active free-shipping offer. The applicable charge is always shown during checkout before you submit your order.

Twaaq works with different delivery partners depending on the destination and the service required. Deliveries across the GCC are handled by Aramex and PostaPlus.

Yes. Once your order has been dispatched, you can obtain your tracking number by contacting Customer Support on +965 96665913. Tracking may also be provided by the delivery partner through a link or status message.

The shipment is returned to our warehouse and rescheduled. The delivery partner notifies Twaaq Customer Support, who will contact you to agree a new delivery time.

If you would like the shipment delivered to a different address, we will reschedule the delivery as agreed with you — with no additional charge.

Yes. Twaaq ships to Oman, Qatar, Saudi Arabia, the United Arab Emirates and Bahrain, as well as to selected international destinations.

International shipments may be subject to customs duties, import taxes or local charges imposed by the destination country. Unless otherwise stated or required by law, these amounts are payable by the customer and are not set or controlled by Twaaq.

Customs duties and destination-country taxes are not included in the website price or the shipping charge.

Refusing to pay applicable customs duties or taxes may result in the shipment being held, returned or disposed of by the carrier or the local authorities. Where a shipment is returned for this reason, any applicable refund will be assessed in accordance with our returns and refunds procedure.

You may request a return within 14 days of delivery, subject to the applicable return conditions. The product must be unused, unopened and in its original packaging, together with any items or accessories supplied with it.

Please contact Twaaq Customer Support on +965 96665913 or by email at info@twaaq.com, and provide your order information and the reason for the request.

Contact Twaaq as soon as possible and keep the product, the packaging and all delivery materials. Our Customer Support team will review the case and handle it according to its type. Once the issue has been reviewed and approved, Twaaq will arrange a replacement or a refund and will cover the return-shipping cost for confirmed damaged or defective products.

Approved refunds are issued through the original payment method. The time taken for the amount to reach you depends on the regulations of the central bank in each country, as well as your bank or payment provider.

Shipping fees may not be refundable, unless the product was damaged or defective, Twaaq made an error, or a refund of the shipping fee is required by law.

Exchange requests are handled in accordance with our Returns and Exchange Policy. Please contact Customer Support on +965 96665913 to review the eligibility of your product and the applicable conditions.

Promotional offers may be subject to specific dates, products, countries, order values or usage conditions. The terms shown with each promotion apply to that offer. Misuse or abuse of a promotion may result in cancellation of the order.

Yes. Twaaq provides corporate gifting solutions for organisations, events and special occasions, and a dedicated account specialist is available to assist you. Product selection, quantities, packaging, personalisation, lead times and pricing may be governed by a separate quotation or commercial agreement.

For enquiries, please contact Customer Support on +965 96665913 or email info@twaaq.com.

Yes. Wholesale and bulk-order enquiries are handled separately from standard retail orders. Please contact Customer Support and your enquiry will be directed to our Sales Department, who will provide full details. Prices, minimum quantities, payment terms, delivery conditions and return rights may be governed by separate commercial terms.

Yes. Personalisation is available according to the requirements of your company or organisation, and may include special packaging, messages, branding or a tailored product selection. Minimum quantities are set by Twaaq and are confirmed with you by our account specialist.

Twaaq’s use of customer personal data is governed by its Privacy Policy and Cookie Policy. Please review those policies for information about data collection, use, storage, cookies and your applicable rights.

All payments are processed through certified, encrypted payment gateways. For details of how payment data is handled, please refer to our Privacy Policy or contact Customer Support.

• Email: info@twaaq.com
• Customer Support: +965 96665913
• Working hours: 9:00 AM – 11:00 PM, every day of the week
• Contact form: Contact us