If talking to a real-life human is more your thing, you can reach our Customer Happiness, below are some common concerns of our clients before purchasing the Item.
Account and Information:
All concerns that may help with your account information.
Should I set up an account to place an order?
No, you can shop at savannakwt.com without creating an account. We have two options, so you can checkout as a Guest or a Member. However, by creating an account, you would get the following benefits:
- Review your order history and status of each order.
- Save your favourite products and organize them into your wishlist.
- Save your address to make it a lot easier to shop in the future.
- Follwoing up with all our promotions and discounts.
How do I change my account details?
For security purposes, we may request further information to verify your identity. Go to Login and sign into your account using your email address and password. Click 'Account Information, go to and update, remembering to 'Save Changes'.
What do I do if I forget my password?
Go to Login and click on "forgot your password",enter your registered email id and get a new password through an email. For security purposes, we may request further information to verify your identity.
Is my information safe to be provided on your website?
Ordering and Payments:
All concerns that may help with your order.
Are your items authentic?
Absolutely, every item on our website is guaranteed authentic because we are partners with the official retailers of the brands and are in direct contact with the most prestigious European and international fashion companies.
Why is an item available, but I can't buy it?
Depending on the sales policies of each brand, some items may not be available for sale/delivery in your country.
How will I know that your website has received my order?
We will send an order acknowledgement email immediately after the order has been placed.
Please contact us with your order details if you do not receive this email. Please note this is not an acceptance of your order. We only accept your order once you have received an email confirming that the order has been shipped.
Could I be notified when an item becomes available if it is out of stock?
We can't say for sure if and when an item will become available again. The availability of an item depends on the manufacturer's brand.
If you want us to notify you when an item of your interest is available again, please follow these simple instructions:
• open the product page.
• if the item is unavailable, click on the "Notify me when it is available "button on the same product, and we will ask you for your email and mobile no. once the items get in stock, you will receive an email and SMS.
We will send you an email when the product is back in stock.
If the item is unavailable in your size or colour: click on the size and/or colour you prefer and then click on Notify me and enter your details.
We will send you an email once the size and/or colour are available again.
We invite you to subscribe to our newsletter to stay updated with available products and to receive dedicated promotions.
How can I get a free gift with purchases or any special discount?
You will receive a free gift (if applicable) only if your order value is KWD 200 or above.
You can contact us about the coupon code to help you.
What size should I buy?
If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.
What currency do you accept for your payment?
We accept only these currencies; you can easily browse our website based on your currency.
Payment we accepted ONLY:
Kuwaiti Dinar (KWD)(د.ك).
Bahraini Dinar (BHD)(د.ب).
Saudi Arabia Riyal (SAR)(ر.س).
Qatar Riyal (QR)(ر.ق).
United Arab of Emirate Dirham (AED)(د.إ).
United States of America Dollar ($).
British Pound (GBP)(£).
Europ Euro (EUR)(€).
What methods of payment do you accept?
We accept K-net, Credit Card (Visa, MasterCard, and American Express), Debit Card, Mada, NAPS , Debit Visa, PayPal and soon (Apple Pay, Google Pay).
I have not entered a discount code into my order, can I amend this?
Unfortunately, we cannot amend your order if a discount code was not applied initially at checkout.
A contract has been between us when you (the customer) click 'proceed', and this is for us providing you with the goods at a price stated on the order.
But your code will be suspended on your next order, if any.
Can I use more than one discount code?
Discount codes can’t be combined or used several times, with terms of purchase applied.
Can I change my order?
Yes, you can change the size of an item or cancel your order only before we prepare your order. You won’t be able to modify your order once it has been designed, but you can always place another order.
Can I put an item or order on hold?
It’s impossible to reserve or pre-order any items already shown for selling except those labelled with pre-order.
How long does the preparation of my order take locally?
Preparation locally times vary from different fulfilment centres based on your location; the average shipping time is about 2 to 4 working days.
Can I amend my delivery address?
As soon as you place your order and confirm it, we will start to process this, so it is unlikely that we will be able to make amendments to this.
I have received an email / Whatsapp message requesting my identity card, Why?
We need to be 100% sure we know our customers' identity before we send our goods global and to help us to get your order in a short time. Please do not be offended if we request other IDs from you, it is just for your shipments with insurance level.
All information provided will be treated by the Data Protection Act 1998. These measures are taken as extra protection for you to ensure your online shopping experience with us is as safe and secure as possible.
Can I track my order?
Yes, once you get a notification email for an order confirmation with a tracking number, you can track the order via our courier portal, live chat, or our Whatsapp service.
Can I cancel my order?
We completely get it; we change our minds too! While we wish we could, once an order is placed, you can cancel it before 12 hrs of the order by asking our customer service; after that, we cannot alter or revoke it. Because after that, the order has most likely been processed and prepared for shipment or shipped.
We hope to have a cancellation window one day in the future.
Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is not free of charge.
I have not received my order?
Once you place your order, we will email you a confirmation with an order reference number.
We aim to dispatch all orders within 24 hours of the order being placed. We will email you with dispatch information as soon as this order has been dispatched. Please note that you can also find this information when you log into your account section of our website.
It is the customer's duty to keep track of the package via our couriers website. If 15 days after the date of dispatch, your order has not arrived, please contact us so that we can look into this, as the courier's partners will not consider an item as 'lost' until 15 working days have elapsed.
We will then report the problem to the courier company, who will investigate & try to get the 'lost' package to you. If they cannot do so, we will offer you a replacement or a refund.
Please bear in mind some items are pre-order or made-to-order items.
My order showing as delivered, but I haven't received it; what do I have to do?
All orders are sent with a tracking number are tracked up until they are delivered/posted to your address.
If you live in communal flats, the courier may attempt to leave your parcel with a neighbour if you are out. Therefore, please double-check with your neighbour(s), as they may have signed for your package on your behalf.
If you reside in Universities, please double-check with your reception, as the courier would have delivered your parcel there. Please wait two-three days after dispatch before contacting us about a missing order. Don't hesitate to contact us if your order hasn't arrived seven days after dispatch.
Eff! My package was lost, stolen, or damaged!
Oh no! Please file a claim with the shipping carrier first, then contact us letting us know your order number and your specific claim number. Once we receive that, we will work together to find the best resolution.
Part of my order is missing ?
Sometimes we don't send everything you've ordered simultaneously, so check your delivery note or dispatch emails to see if any of your items will be arriving separately. If the delivery note says an item should be in your parcel, but it isn't, please contact us.
Please contact us immediately to notify us of this, so we can investigate further. Let us know the Order Number and the Product Name of the item you wanted, and we'll look into it. We'll usually be able to send you the item we missed out on, but on the rare occasion that isn't possible, we'll refund the money you paid for it or offer a replacement.
I have received an incorrect or faulty item?
Every so often, mistakes can happen, but we do our best to sort them out as smoothly as possible. If this has happened to you, we're very sorry. If you have noticed that we have made a mistake with your order, please contact us and let us know. We don't want our customers to receive items that are anything less than top quality, so if you think anything in your order is faulty, please get in touch with us, and we will resolve this for you.
Please contact us and let us know the following details:
Your Order Number Product Code/Product Name Details of the fault you want a refund or replacement
Goods then must be sent back for inspection, before a refund will be issued. If the product is found to have a defect, you will be offered a full refund or exchange (if available), and your postage costs will be refunded.
Shipping and Deliverers:
We use all major carriers, and local courier partners. You’ll be asked to select a delivery method during checkout.
What is your shipping policy?
Once your order is placed, you will receive a confirmation email that our fulfilment team has received your order. Once your order is fulfilled, you will receive an email notification with your tracking information. Shipping fees are non-refundable in the case of returns.
Do you ship internationally?
Yes, we ship worldwide by DHL and Aramex based in your country with smooth shipping and faster delivery.
Shipping costs will apply and be added at checkout; for more information, click here.
What is your shipping cost for local delivery?
If the orders are below 10KD, we charge for shipping 2KD.; if it's above 10 KD and below 20 KD, we charge 1.5 KD; above 20 KD, the shipping cost is free of charge.
What your shipping cost for global delivery?
We charge based on your geographical area; if your orders are below 100KD, we demand 4.5KD to match your area rates may be higher than the standard rate, and above 100KD, the delivery cost is free.
What shipping providers do you use?
We use Aramex / DHL for all our global orders. Economy service for international orders may take 7-10 business days to arrive from the day you receive your shipping confirmation and 5 days for priority service.
How long does shipping take internationally?
Economy Express (7 to 10 Days),
Priority Express (3 to 5 Days); for more information, click here.
When will my order ship locally?
Orders are usually processed and shipped locally within 2-4 working days of purchase after we get clear payment.
I missed my delivery, what should I have to do?
Delivery of your order will be attempted two times, and the delivery should be signed on the doorstep. If you miss the delivery again, you should contact us, and you will be charged for the third delivery attempt based on your geographical area.
Returns, Exchanges and Refunds:
You will find information on our return, exchange, and refund policies here.
What are your return and exchange policy?
We want you to be delighted with your purchase. Not the perfect fit?We will accept returns & refunds for the items purchased online in our store or by our shipping courier; all you have to do is prepare the package and the original purchase receipt / Invoice and give them to our staff in stores, and you can find the maps here if you would like to do it online so you must do a request form to accept your refund/exchange request. Click here.
You may return eligible items for a refund within 14 days of receiving your original order.
Is there a return/exchange policy for the items themselves?
Our return policy does not apply to items bought on sale or promotion.
Accessories cannot be returned or exchanged.
Items damaged due to wear and/or un-careful trying are not considered faulty; we don't get Promo or Sale items to return or exchange in international shipping.
Can I return my order in person or with my driver?
Unfortunately, all parcels must be returned via the post or delivery courier company, as we operate from different warehouses.
How do I know if you have received my returns?
As soon as we receive this back, we will update this on your account & a refund or replacement will be issued within 4 days. As soon as your return has been processed by our warehouse, we'll email you to let you know. In the unlikely event that you don't receive this email within 10 days of posting your parcel to us, please contact us, and we'll look into it. If you have returned your parcel using Recorded Delivery or another service that can be tracked, please give us the tracking number when you contact us.
Please note: The item is your responsibility until it reaches us. For your protection, we recommend that you send the parcel using a delivery service that insures you of the value of the goods. The cost of returning the item to us is your responsibility.
The parcel can take up to 10 working days to be returned to our Warehouse unless sent via special delivery. You are responsible for the item until we receive it; therefore, we suggest you return the parcel using Royal Mail Recorded (Signed For) Delivery or similar. We will not refund the postage paid by the customer on unwanted returned items or sizing issues (so please contact us regarding sizing before ordering if you are unsure). This returns policy does not affect your statutory rights.
Are you charging for return/exchange items?
If the customer returns and exchanges any items, they charge at least 1 to 1.5 KD per each request.
In international shipping, we accept the return and exchange if we receive the same packing and the item in the original case, and the customer will be barring the return or exchange item rates in international shipping based on the international shipping rate.
Is postage refundable?
We are sorry, but the delivery cost you originally paid is non-refundable. If you are returning items because you have changed your mind, this will also be at your own cost, and we can't refund your postage.
However, if you have been sent the wrong item or a faulty item, we will refund your postage costs.
The delivery charge, would only be refunded under cancelled orders made under Consumer Contracts Regulations or if the goods are faulty.
How long will it take to get my refund?
Once your items have undergone (and passed!) inspection, we will issue your refund to the original form of payment and will notify you of your refund via email. Please allow 6-15 business days for us to receive your order, excluding Weekends and Holiday days. Heads up—it may take up to 10 business days for us to process your return.
After we have issued your refund, please allow two additional business days for those funds to be posted to your account. Please note that your refund may only be credited to your original payment method.
You have refunded the wrong amount?
Regrettably, mistakes can happen. If you have been refunded the wrong amount, please contact us by quoting your order number and the required refund amount.
Please note: Delivery charges are non-refundable, so you will be refunded the total value of the items returned, less the delivery charge. If a discount was applied to your original order, and the refund of a returned item means that the original discount would no longer apply, the refund will be adjusted to reflect this.
Customer Service and Support:
Get more in touch with our time anywhere.
What if I want to speak to someone?
We want to speak to you too! Contact us with any questions, concerns, or feedback. We will be sure to get back to you within 48 hours. However, please note that inquiries sent on Thursdays will receive a reply the following Saturday, but possibly sooner.
I want to make a complaint?
We operate a complaint handling procedure which we will use to try to resolve disputes when they first arise; please let us know if you have any complaints or comments Click here, (always quoting your reference number)
Are we providing customer support during weekends/holidays?
We usually don't provide support during weekends, except for urgent cases. In these cases, you only need to mark "Urgent" in your email; we will get back to you ASAP.
To email us, click here.
Get more about our brand, material, and other choices for global safety.
How do you choose your materials?
Each piece we order be sure is the product of years of designing, sourcing, and producing with the highest-quality materials and with like-minded brand partners. We thoroughly research and vet our raw materials to ensure they meet our standards, are good for you and better for the environment. In addition to considering the impact on people and the environment, we consider factors like availability, preferred fibre content, water and energy input, and GHG emissions.
Act natural. We also use primarily natural materials, which break down better and are less of a pollutant than the synthetic fibres that are found in oceans and water supplies.
Where are your products made from?
We like our fabric quality like we like our sleep quality: premium. Our apparel worldwide depends on where we can find the highest quality fabrics and excellent factories that can produce garments to the standards our customers expect.
We partner with world-class brands committed from USA and Europe to fair and equitable practices. The more we grow and as our branding quantities increase, this will continue to be a priority for us.
What are you doing to be more branded?
Trust us when we say our sustainability goals are as ambitious as waking up before the alarm. These goals are designed to innovate and better how we select our brands and designers, which means that we: thoughtfully consider and care about the materials we get it, the production methods that are made, how we distribute and our practices at our headquarters locations.
In addition to the fabric selection and how we manufacture, we are also doing what we can by getting the best materials and quantities with demand-oriented ordering to minimize unnecessary waste and excessive production.
We are on a journey of progress, and as we continue to grow and evolve as a business, we are committed to sharing with you the actions being taken towards positive change to care for the planet and its people.
To us, being sustainable is about responsible and ethical choices and doing our best to do what’s suitable for our employees, workers, customers, and the world around us.
Our secret designer is your personality, and serving you with perfect fashion is our profession with passion.
Get in touch
Have questions about your order, or a general enquiry?