Frequently Asked Questions

1. General enquiries

1.1 What is

Your one stop solution for all electronic needs brought to you by X-cite General Trading Co. S.P.C under one address. Whether you are looking for the best deals or the newest of electronic arrivals in Kuwait. Our intuitive site and mobile app brings convenience tailored to your needs right at your fingertips.

1.2 Can I use and visit the showroom?

We encourage you to visit one of our many outlets and witness a great shopping experience. In fact you can visit Our Showrooms page and see what our stores have to offer. Find a showroom near you, tailored to your own preferences.

1.3 Does have an active online community for posting, sharing, and providing insight on its products and services?

Yes, we do. Our integrated network of social media services include Facebook, Twitter, YouTube and Instagram. We also have an official Blog for discussing all the latest updates, offers, and arrivals at; as well as providing different product reviews, previews, and unboxings on all your favourite Phones, Computers & Tablets, Gadgets, Audio etc.

1.4 Is buying online safe?

X-cite guarantees a secure shopping experience, as chooses to process payment transactions of KNet and MasterCard only through securely encrypted Payment Gateways. In fact all your personal information, including credit card, name, and address details go through an encrypted channel which is considered to be the best in the industry for secure commerce transactions. Use of your Personal Information is strictly in accordance with’s Privacy Policy.

2. Account enquiries

2.1 Why do I need to register?

You need to be a registered user to be able to buy, plus registration helps you and by

- Contacting you whenever needed.
- Ensuring a safe shopping environment.
- You will get all the updates on latest products, promotions and special offers on based on your preferences and past purchases/sale.
- You can make item recommendations and suggestions.

2.2 Is it free to register for an account??

Yes, registration at is completely free.

2.3 How do I create an account?

Simply click on the signup link at the top of the page, follow the onscreen instructions and in less than 60 seconds you will be officially an account holder.

2.4 What is ID?

Your ID is the way in which you would be identified on the site. It is your unique identification as a user, in other words your account helps us recognize you and your delivery address whenever you shop giving you effortless reception of your purchases as soon as possible without you having to fill up your details every time.

2.5 Why do I need a password?

You need a password along with your account to be able to transact on the site keep your details and account settings from other users.

2.6 What if I forgot my Password?

Don’t worry that is quite common, just click on the forgot password link by clicking here and follow the directions, need more assistance? Feel free to contact us at by filling in the Contact Us form here or simply contact our customer service hotline on 180-3535.

2.7 How do I change my profile?

Once you have logged on; click on your account link found on top of the page which will take you to your account dashbord page and then save your changes once you’re done changing the desired fields. In the mobile app, visit your "Profile" page.

2.8 After I have created my account, can I place my first order at any time?

Once you have created an account and logged on you can place your first order at any time!

2.9 Will my account expire if I do not use it for a while?

No, it will remain valid.

2.10 Can I create multiple accounts?

Sure, as long as each account has its unique e-mail address for registration, though if adding a secondary address is why you want to create multiple accounts; then note that you could always add a secondary address to your initial account and then select whichever address you need your products delivered to at checkout.

2.11 Can someone other than me use my account?

Yes but we strongly recommend that you avoid sharing your personal details. By the way, your family members and friends can create their new accounts in less than 60 seconds by clicking here.

2.12 How can I get my name removed from the mailing list?

If you want to be removed from our mailing list, please login to your xcite account and go to your account settings on the website or "Profile" page in the mobile app or contact us by clicking here and you will be directed to our Customer Service contact page, fill out the required fields with the word “remove” in the subject line and the email address that you wish to be removed within the contact form. Please note that it may take up to 3 days to action your request. In addition, each electronic mail we send you, will contain details of how you can un-subscribe at the bottom.

2.13 How can I cancel my account?

Please contact us by clicking here and you will be directed to our Customer Service contact page, fill out the required fields with the word “Cancel Account” in the subject line and the email address that you used to register within the contact form. Please note that it may take up to 3 days to action your request. In addition, each electronic mailing we send you will contain details of how you can cancel your account.

2.14 What is a Wishlist?

It is a feature that you can use to save products you would like to buy later. You can view your Wishlist at any time by visiting your account dashboard link at the top of the page, just make sure you are signed in. In the mobile app, your wishlist is located in the "Profile" section.

2.15 Will my wishlist items expire if I don’t access my account for a while?

Don’t worry, once you have selected an item to be added to your Wishlist it will stay there permanently, until you either buy or delete it.

2.16 When I add an item to my wishlist does the price get saved as well?

The Wishlist does not reserve items & price details for you as they do change within your list in accordance to price & stock updates at e.g. If a Phone or Computer goes out of stock or gets a price change, the change will be shown in your wishlist as well. However it stores all items that you wish to look at later, and buy at a later date. Any item you add to your Wishlist will stay there permanently, till you either buy or delete it.

3. Order enquiries

3.1 How do I place an order on

Once you come across any item you would like to purchase, just click on “add to cart” and your item will be added to your shopping cart. All items you’ve selected will be saved in your shopping cart, which can be viewed at any time by clicking on the shopping cart link at the top of the page.

3.2 How do I contact customer support is always available through
- call center at 180-3535 for assistance between 8am to 10pm.

3.3 Can customer service create an account for me?

We made sure that creating an account with an upbeat and easy experience yet, if you require assistance contact us by clicking here and we will make sure an consultant guides you through it.

3.4 Can I go to your showroom and buy the item there myself?

All items offered at are available at least at one of our 16 easily accessible centers, please visit the store locater to find the nearest X-cite showroom to you by clicking here.

3.5 What payment methods can I use to pay for my order?

Currently we offer various safe and secure payment methods:

- KNet
- Visa
- MasterCard

4. Status and delivery enquiries

4.1 When will I receive the items I ordered from

We will deliver your items as soon as possible. Products that require installation, such as Air Conditioning may take longer to deliver and install.

4.2 At What time will the delivery team contact me?

Our delivery team will contact you before the delivery team reaches the delivery address.

4.3 What are the items that can be delivered?

We deliver everything we sell, all over Kuwait!

4.4 How much do I need to pay for my delivery service?

There are usually free delivery and paid delivery options available in the checkout page.

4.5 What are the areas or locations covered for delivery?

Our delivery team covers all locations in Kuwait.

4.6 How can I speed up my products delivery?

We at generally ensure that you receive your products as soon as possible, and all of that depends on the accuracy of the address details you provide when selecting or editing your delivery address location.

4.7 Can I get the driver’s contact number?

We do apologize, as we don’t give out driver’s numbers to our customers. However our drivers will give you a call prior to arrival.

4.8 If I have changed my mind at the time of delivery, can I cancel the sale and invoice?

Yes, if you would like to return something we have delivered or in process of delivery, you may contact our Customer Service Center by clicking here and unless otherwise stated on the delivery note we will collect it free if delivered. Your order number will count as your receipt. You must note the following return charges are applicable:

- Item(s) canceled that belong to an order with a total amount greater than or equal to 20 KD are subject to a 5 KD cancelation fee.
- Item(s) canceled that belong to an order with a total amount less than 20 KD are subject to a 2 KD cancelation fee

4.9 I am looking for an item and can’t find it on your website; can you get it for me?

Special orders can be sent to our customer service representitives through the contact us section by clicking here and we will most definitely get back to you with an update as soon as possible.

4.10 I ordered multiple items from but received only half the items I ordered, what’s the reason for that?

Please check your email for your electronic invoice copy, if you find that you have indeed purchased items that haven’t been delivered then drop us a note the Contact Us page by clicking here, or call our customer service hotline and we will resolve your issue.

4.11 The item I want is sold out. Will it be available again?

Out of stock items will most defenitly be available as soon as possible, otherwise you may follow the special order steps mentioned above and we will without a doubt have either the product or an answer for you.

4.12 I have just placed an order a few minutes ago, but I’ve changed my mind. How do I change/cancel the item?

No problem, you can easily update your orders prior completing your purchase which by the way you get to review automatically as part of your shopping experience before every checkout. However if you had already completed your payment process then you can follow the steps mentioned obove in point 4.8.

4.13 I really need the item I ordered today, is it possible for me to pick it up from any of your showrooms?

Currently, we don’t cater to showroom pickups.

4.14 How much do I need to pay for my installation service?

It is free, we will install all purchases for you free.

4.15 How can I have access to your extended warranty program? How can I use it?

Many products on are eligible for our Extended Warranty program and you can add up to 5 years of Extended Warranty to a product in the shopping cart. For more details on our Extended Warranty program, please visit our Terms & Conditions page.

5. Post-sale enquiries

5.1 How can I return or exchange items I bought through

Returns and exchange have been made easy for you at You can return or exchange your product within 14 days of purchase by calling customer care at 1803535 or emailing us at to schedule pick up from your home. For more information, please refer to point 13 on our Conditions of Use. We cannot offer any reimbursements for e-delivery products. In the rare cases of digital codes not working (such as iTunes), please follow the simple steps in point 5.1a below and we will reach out to you with your new code as soon as possible.

5.1a How can I report an issue with my digital card (such as iTunes)?

1. Go to [My Account] menu after you login to your account.
2. Click on [My Virtual Cards] section.
3. Click [Report An Issue] below the card.
4. Upload a screenshot of the error you get when you try to use your code.

5.2 I need assistance to operate my new unit?

Our support team is available at the contact center 180-3535. We are trained to provide main guidelines on product knowledge, however if you require an advanced product interaction or training sessions, we can schedule a visit by our technician to you within 24hrs yet please note that this service is charged to you. All these details can be obtained by emailing us through the Contact Us page by clicking here.

5.3 My TV was installed recently, and I want to change the position?

Sure, we can do that though, for now this is an offline service request that requires you to visit any of our showroom and pay for re-installation charges, please visit the store locater to find the nearest showroom to you.

5.4 I bought an item yesterday and I found that it is not working?

We will accept return of the item within 48 hours if the item is not working or is found defective. Please make sure the original packing is available, and refer to our Returns Are Easy section under the Conditions of Use page by clicking here.

5.5 The items I purchased was delivered a month ago and is still packed as received, I would like to get the products installed now?

No worries, all you need to do is call our contact center at 180-3535, we will schedule a date for an installation visit within 24hrs of your call. Since the units were not installed at time of delivery, you will not be charged for this visit. However if a product is found to be defective / not functioning properly, it will be treated like a product that is a month old. This means that the product will be referred back to our service center for required repair.

5.6 If my received unit is not functioning properly, how can I replace it?

Requests received within 48 hours after the unit was delivered, will have our quality control team re-visit and resolve the issue. Request that are reported after 48 hours delivery will be repaired by our team of qualified technicians at the service center, unless it is a manufacturer defect, which would require to be replaced with new one.

5.7 My item was repaired several times by your service center, how could I replace it?

- If there is no defect and the spare part is available the item will be repaired.
- If there is a manufacturer defect then our technical investigation reports will be raised to replace the item, if item warranty is valid.
- If there is no spare part (nine days brown goods and white goods) a technical investigation report will be raised to replace the item, if item warranty is valid.