FAQ
Product FAQ's
Do you sell the cups in your images?
No, we do not currently sell any of the cups used in our styled product images.
Can I personalise an item with my name?
Most of our products can be personalised at an additional cost. On each product page is a text box that allows you to enter your text.
Some items do not allow for personalisation, such as The Object Box.
The color I want is missing.
If you don't see the color of vegan leather you want our team can assist you in finding the right one as a custom order. Please email us with the product and color you are wanting. info@shopthegoodguy.com
Can I get my business logo added?
Yes, this is a service we offer to business clients, please email our team with your requirements and we will assist you.
Can I get my logo embossed on a product?
Yes, please contact us directly for this option.
Shipping FAQ's
What Are Your Shipping Costs?
Dispatch Time - this is the amount of time it takes from when you order to when we send it to you.
Fluff Blankets: 1-2 days (+5 days for personalisation)
Object Boxes: 1-2 days
Made to order items: allow up to 14 working days.
Shipping Rates to the GCC
UAE: 48 AED (Free shipping to UAE on orders over 3000 AED)
Kuwait: 8 KD (With Aramex)
Saudi Arabia: 100 SAR (With Aramex)
Bahrain: 22 BHR
Qatar : 180 QAR (With Aramex)
Oman : 10 OMR
Orders to Kuwait, KSA and Qatar are sent with Aramex.
Orders to the rest of the GCC are shipped using Emirates Post from the UAE.
Shipping to Europe: 200 EUR
Orders to Europe are sent with either DHL or Aramex for secure delivery straight to your door.
Duties and taxes - you will be responsible for the customs amount upon receiving your order.
15% VAT is charged on orders to KSA
Rest Of World: If you are located outside of the GCC and Europe please contact us for a custom quote. Start a Whatsapp Chat
Do You Ship Internationally?
Yes, we ship to Europe including the UK and the GCC.
How long will it take to receive my order?
Made to order items, such as coffee machines and accessories are made to order which takes up to 14 working days.
In-stock items such as the Fluff throw blanket or Object Box are shipped within 2 days. Fluffs with added personalisation take up to three extra days.
Will I get a tracking Number?
Yes, you will receive a tracking number to track your order once it has been shipped.
What rates and taxes do I pay?
Orders outside of the UAE are subject to import duties and taxes.
We cannot control and are not responsible for any duties/taxes applied to your order.
Please note that you will be responsible for paying additional charges for customs. Customs policies vary from country to country; therefore, we recommend to contact your local customs office for further information. By law, we must declare prices for all items being shipped.
What if my order is damaged when delivered?
Please contact us immediately on whatsapp or email us: info@shopthegoodguy.com
Please provide photos and your order number.
Warranty & Return FAQ's
Can I return my order?
All items are made to order and cannot be returned.
Are your coffee machines under warranty?
All coffee machines come with their manufacturers warranty terms.
Do your products come with a warranty?
Our limited warranty covers against defects in material or workmanship one year from the date of purchase.
This does not cover wear-and tear from daily use.
To submit a claim please email us with your original order number and photos: info@shopthegoodguy.com
Ordering And Payment FAQ's
What Payment Methods do you accept?
The following are acceptable forms of payment:
- K-net (Kuwait Debit)
- Benefit Pay (Bahrain Debit)
- Visa
- Mastercard
- American Express
All credit cards must be 3D authenticated.
Payments are made through Tap Payments and no credit card information is held by The Good Guy.
What currency are orders processed?
Our store is based on Kuwait Dinars. You can shop using our exchange converter which provides the most recent exchange rates.
Your Final payment will be made in Kuwait Dinars
Can I Cancel an order?
If you want to cancel an order you must do so immediately on whatsapp or via email: info@shopthegoodguy.com
If we have started on production of your order we may not be able to cancel your order.
Is it safe to use my credit/debit card on your website?
Yes, our payment provider: Tap Payments is the most trusted payment gateways in the GCC. No payment information is stored on our servers.
How do I check the status of my order?
Once you have placed your order, a confirmation email will be sent to you via email or Whatsapp.
The next email you will receive is once your order has been shipped (up to 14 working days after your order has been placed)
To check the current status of your order or order history, log into your Customer Account
My discount code isn't working
Only one discount code may be used at a time.
Discount codes are not applicable during sales.
Please ensure you are using the email address that your discount code has been sent to.
If you are still having issues please send a screenshot to our team on whatsapp
Still have Questions?
Please contact us directly on whatsapp.