What delivery options do you offer?

We offer following types of Delivery for our customers;

  1. Home Delivery
  2. Express Delivery
  3. Click & Collect from all our stores.
  4. Curbside pickup - Al Rai Shoroom only.

What time does Fantasy World customer care team operate, and how can I get in contact?

You can contact our customer care team on our hotline number 1800 177

Fantasy World Customer Service:

We are open from 8am to 9pm on Sunday to Thursday (excluding Public holidays).

Can I track my order online?

Yes, You can view your orders from us at any time using our website. Simply follow the steps below.

  1. Log in to our website and click on 'my account' at the top of the page.
  2. Click on the link ‘My Orders’ on the left of the page. This will show you your order history.

You can track following

  • New Order Placed
  • Order Delivered
  • Order Invoiced

When I place an order, how long does delivery take?

Option 1 Home Delivery

If Home Delivery is chosen, most of our orders placed before  3 pm will be delivered on the same day. Exact delivery time will be informed by our customer care team. Orders placed after 3 pm will be delivered on next day. 

Orders placed on public holidays will be processed on the next working day and exact delivery time would be informed by our customer care.   

Option 2 Express Delivery

If Express Delivery is chosen, most of our orders placed before  8 pm will be delivered within 2 hours. Exact delivery time will be informed by our customer care team. Orders placed after 8 pm will be delivered on next day. 

Orders placed on public holidays will be processed on the next working day and exact delivery time would be informed by our customer care.   

Option 3 Click & Collect

If Click & Collect is your choice of delivery, most of the orders can be ready as little as 1 hour, an email confirmation will inform you of the expected ready time of your order. For the same day services order has to be placed latest by 5pm Kuwait time. Orders placed after 5pm will be ready for pickup on next business day after 10.30 am.  

Option 4 Curbside Pickup

Curbside pickup is a new shopping facility offered to our customers where you can buy online and safely pick your order from a selected store without leaving your car or entering our store.

Available only at Al-Rai store currently. Orders placed before 8 PM can be collected on same-day.  Order placed after 8 pm can be collected on next day during our showroom working hours.

I've received my order, but it's not suitable. How do I return it?

Fantasy World pride itself in offering the highest levels of quality and service as KIDS deserve the best! We will be happy to refund or exchange any item(s) that you are not completely satisfied with, as long as the item / items are returned in an unused condition in their original packaging, within 30 days of receipt of your order with a copy of the Invoice. Faulty items must be reported within 15 days with packaging & receipt. Faulty Items can be repaired, exchanged or refunded. 

Please visit our exchange & refund policy page for more details.

Why has my order been cancelled?

Your order may be cancelled for a number of reasons. The most common reasons for this are:-

  • Out of Stock Items – In this event, you will receive an email confirming the cancellation of your order.
  • If you requested a cancellation. You’ll receive a confirmation email once this has been done.
  • If we’ve been unsuccessful in delivering the order to your chosen delivery address.
  • If payment was not successful
  • If the order was not collected from the selected store within the collection period of 7 days

What is Click & Collect?

Click & Collect is a delivery option wherein you can place an order for an item online and have it delivered to the store of your choice & collect the same from the selected store. This service is free of charge for all orders.

Click and collect is available in all our stores. You can select the pickup store of your choice on order checkout page.

Why order confirmation email has not been received by me?

We’re sorry that you haven't received your confirmation email. If our email address is not in your address book, it may have been classed as spam mail, meaning that it might not have appeared in your inbox. It is also worth checking that your email address has been entered into your account correctly.

Our confirmation emails are usually sent within a few minutes of an order being placed. However, when our site is very busy, you may have to wait a little bit longer before you receive your email. 

How do I change my delivery address?

You may update your delivery address by clicking the 'my account' link provided on the page, logging in using your username and password and then going address page wherein you can add, remove and amend your addresses.

If you have already placed an order changes made in this area will not alter their delivery details. The change in address will get effected from your next delivery order.

After placing my order, when is payment taken from my account?

Debit card and Credit Card payments will be immediately charged upon order confirmation.

How do I know if my online order has been successful?

When you place an order on our website, you will receive email confirming your order, delivery type and mode of collection, along with details of all the items you have ordered.

We will request you to check all the information pertaining to your order on this confirmation email, as incorrect information can cause delays on your order.

I have forgotten my password. What should I do?

If you have an existing account with us and have forgotten your password please click the 'sign in / register' link at the top of the page. Click the 'forgotten your password?' link. We will then send you an email with instructions to reset your password.

If you don't receive your password reset email within 1 hour please check your spam folder. If the email is not in your spam folder please request another by contacting our customer care team by email [email protected]

Can I change my payment information?

Once an order has been placed we are unable to change your payment information. By default we do not store any payment information on our systems.