Delivery, Cancellation & Refund Policy

This policy explains how ordering, delivery, cancellation, and refunds work when you order from Nagwa Boutique. It is provided in line with Kuwait's Consumer Protection Law (No. 39 of 2014) and the Digital Commerce Law (Decree-Law No. 10 of 2026). All prices are shown in KWD, inclusive of applicable fees and delivery charges, before you complete your order, and match our in-store menu prices.

Order Confirmation & Preparation

Preparation of your order begins as soon as it is confirmed. The estimated delivery time is shown when you place your order and may vary with distance, demand, and kitchen load.

Cancellation

Because food is prepared fresh to order, you may cancel only before preparation has started. Once your order has been confirmed and preparation has begun, it cannot be cancelled. Prepared food is a perishable product and is therefore exempt from the 14-day right of return under the Digital Commerce Law.

Refunds

If an order cannot be fulfilled, is not delivered, or is materially incorrect, you are entitled to a refund. Approved refunds are issued to your original payment method with no additional charges. Where you and the store agree, store credit may be offered as an alternative at your choice.

Incorrect, Missing, or Quality Issues

If you receive the wrong item, a missing item, or food that does not meet the expected quality, please contact us as soon as possible after delivery so we can make it right with a replacement or a refund.

Food Safety & Allergens

Our kitchen operates under the requirements of Kuwait Municipality and the Public Authority for Food and Nutrition. If you have a food allergy or a special dietary requirement, please tell us before ordering.

Contact & Complaints

For any question or complaint about your order, delivery, or a refund, contact us using the phone numbers under "Contact us" at the bottom of this page. We aim to resolve complaints promptly.