1. Where is my order?

Once your order is dispatched you will receive an email with a tracking number for your shipment.

2. Can I have my package redirected to a different address?

For your security, we aren't able to change the address your order is being sent to. Don't worry – if you're not in when a delivery is attempted, our courier will contact you and advise how to arrange a redelivery or where you can pick up your parcel.

3. Can I have my order delivered to my work address?

Yes. We can deliver to your permanent residential address or your place of employment. If you want your delivery to reach you at work, you need to be confident that someone will be there to take receipt of the goods as the courier will deliver to the place, not the person.

4. What happens if I'm not in when my order arrives?

Someone should be home when your parcel is due to be delivered as we may need a signature. However, don't worry if this isn't possible as our delivery partner usually tries to deliver more than once.

5. Can I track the delivery of my order?

Once the order has been dispatched from our warehouse, you will receive an email containing the tracking number.

6. Can I choose a specific time or day for my delivery?

It's not possible to give an exact time and date of when your order will be with you. The date that you're presented with at checkout and in your order confirmation email will be the date your order will be with you.

Returns & Refunds

1. What is your Returns Policy?

To return your item, please register the return by logging into your account, selecting the relevant order, and clicking the 'Return' button. After processing your return online, you have an additional 14 days to physically return the item to us. 

Ensure that your items are securely wrapped, and your parcel includes all the necessary information:


Name of consumer(s):

Address of consumer(s):

Signature of consumer(s) (only if this form is notified on paper):

2. How do I return something to you?

To initiate a return, kindly send an email to including your bill number and details of the items you wish to return. Ensure that the items are in their original sealed and saleable condition. 

Please note that shipping costs will not be refunded as part of the return process.

3. Can I return my items for an exchange instead of a refund?

We're not able to offer an exchange on returned items and all returned items will be refunded once they've been received by our warehouse. If you need a different size or color of an item, then you'll need to place a new order.

4. What happens to my refund if my card is no longer in use?

Your refund will still go back to the card details used on your order as long as the card account is still open.

When a card is lost, stolen, or canceled, we can still refund that card. We cannot refund your order to a different card.

5. Do you refund delivery charges if I return something?

Your delivery charge will be refunded in some circumstances. For example: if your entire order was faulty or incorrect, or if your order has been cancelled from the company’s side.

6. My refund is incorrect, what should I do?

We're really sorry if we've made a mistake with your refund!

If this is the case, please get in touch with our Customer Care Team and we'll try and sort it out for you as soon as possible. Please make sure that you include your order number and any item details relating to the refund when you get in touch.

Order Issues

1. I’ve canceled my order – when will my money be available again?

Your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 5-10 business days.

2. Can I cancel my order after I've placed it?

Please get in touch with our customer care.

  • If the order has not been dispatched, our team will handle the cancellation process.
  • If the order has already been dispatched, you will need to receive the order and then initiate a return as per our return policy.

3. What if something isn’t right on my customs invoice?

If you have any issues with the customs invoice that you've received from Prism, please get in touch with Customer Care who can get this sorted for you.

4. Damaged, Faulty, Incorrect OR Missing itemsDamaged, Faulty, or incorrect items:

In case the item is faulty, please reach out to us. Provide detailed information about the nature of the fault, and ensure you have photographic or video evidence to facilitate prompt processing of your claim. Kindly submit your claim within 15 days of the dispatch of your order.

5. Missing Items:

We apologize if you have not received your item. Although this situation is uncommon, to facilitate a resolution, please inform us within 10 days from the date you received an email confirmation from us regarding the dispatch of the item. If you notify us after this period, we may not be able to provide a refund or replacement.


1. How do I place an order?

Placing an order couldn't be easier, simply follow these steps.

  1. Click 'Add to bag' to place the item you want to buy in your bag.  
  2. Once you have finished shopping, click on the bag icon to view the items in your bag and to pay. If you're happy with the items in your bag, click 'Checkout'.
  3. Enter your email address and password or if you're a new customer, register now. You will then be taken to the Confirm and Pay page.
  4. Review and confirm the items in your order.
  5. Confirm your delivery address and delivery method.
  6. Confirm your payment method and 'Place Order'. 

An email confirmation will be sent to your registered email address to let you know your order details.

2. How can I pay for my order?

Payments can be made using Visa or MasterCard.

3. My payment was declined, what should I do?

To help ensure your order is not declined when placing a new order we suggest checking the following:

Check the card details on your ASOS account to make sure the information is correct, e.g. the expiry date or your billing address.

Make sure you enter the security code correctly - that's the three-digit number on the back of your card.

Your card issuer may have declined your payment - as they don't tell us the reason for this, it's best to check with them or contact your bank.

If you've checked all of the above, try paying with another card.

4. What currencies can I use to place an order?

Our website displays prices in Kuwaiti dinars. To facilitate your order, you can click on the option to choose prices in various country currencies.

5. Can you tell me about your online security policy?

We prioritize the security of your online transactions. Our payment methods, including MyFatoorah, are designed to ensure the security of all payments and bank transactions.


1. Do I need to create an account to shop with you?

Yes, you do, but it's simple to do and allows you to order easily without having to fill in your details every time you shop with us.

2. I'm having trouble accessing your website. What should I do?

If you're having trouble with the website, we suggest that you try the following:

  1. Delete your cookies

You may need to delete your cookies. A cookie is a small file we store on your computer to let us know who you are the next time you visit us (for more information about cookies, click here).

On most internet browsers you can delete your cookies using 'Tools' or 'History'.

  1. Restart your browser

Once you've cleared your cookies, close your browser, reopen it, and visit our site again. You should be able to use it without any more problems.

  1. Contact Us

If you're still having problems, contact our Customer Care Team.

3. I'm having trouble entering an address on my account

You can add, remove, and update your address details by logging into My Account and clicking on Address Book.

4. I've forgotten my password, how do I reset it?

If you've forgotten your password, it's really simple to get back into your account.

  1. Head over to our sign-in page.
  2. Click the Forgot password and enter your email address.
  3. We'll then email you a link directly to your registered email address to reset your password.