frequently asked questions
We are confident that you will find the answers to our most commonly asked queries below. Need additional help? Please contact info@khanums.co to get in touch with one of our dedicated customer care advisors.
ORDERS
How long does it take to process my order?
As all of our pieces are hand-crafted, hand made and hand embellished, orders can take up to 40 working days depending on the garment style.
Our Bridal collection is based on extended pre order and can take up to 4-6 weeks to produce.
Some styles may be ready sooner depending on fabric, material and trim availability. You are welcome to contact us to check in on availability and production time frames.
Please note this does not include weekend or bank holidays (our hard-working Artisans need days off us much as we all do). Once production of your order is complete and ready for dispatch, you will receive a confirmation email along with your tracking details.
Why Does It Take Long to Produce?
Our dedication to a slower pace of production is a principle at the heart of Khanum’s, to ensure both our signature finish, but also to deliver on our promise to create purposeful garments which are to be treasured for a lifetime. Some things in life are worth waiting for, and our customers agree that a piece of Khanum’s creation is certainly one of them!
Can you produce my order in time for a requested date?
We want all our customers to be able to feel empowered by a Khanum’s garment on their special occasion, which is why we will do our upmost to ensure you receive your order by your requested date. You are always welcome to contact us before placing your order to discuss availability and production time frames in order for us to do our best to meet your requested date.
My size isn’t available on your site, do you offer custom orders?
Khanum’s is built upon the essence of bespoke craftmanship, so if your size isn't available on our site, we are more than happy to create a custom order for you. Orders can be customised on elements such as length, size or colour for an additional fee (up to 30%).
Please note all orders can take us 40-45 working days, but we promise you that the wait is worth it. All custom orders are non-refundable or exchangeable.
In order to place a custom order, please email info@khanums.co with the details of the piece you’re interested in, measurements and size, and preferred colour or change in fabric, and our dedicated customer care advisors shall do the rest.
Can I amend or cancel my order?
Cancellation requests are required within 6 hours of placing an order. Please note, all orders are 'bespoke' which is a garment cut by an individual specifically for an individual and is 'made to order', which means made specifically for the order. For further context, we only purchase materials, hand produce the garments, hand embellish and start production once your order has been placed. We require notification as soon as possible ahead of production so we are not wasting materials. We are happy to take amendments such as adding to your order at any time. For both queries, please contact orders@khanums.co with your order number and request.
What packaging do you use?
Khanum’s pieces are perfectly gift-wrapped the moment they leave our workshop. Packaged in our signature dust bags or suit carriers (garment depending), we wrap every purchase in bespoke tissue paper within our gorgeous white boxes and will include a thank you card if you have provided a message. As well as looking good, we ensure our packaging equally does good by exclusively using recycled materials that are FCA approved.
Do you offer Gift Cards?
Our e-vouchers make the perfect present and are available to send via email. Gift a loved one here: https://www.khanums.co/products/khanums-digital-gift-card
Once the gift card is fulfilled, you will receive a separate email that contains a unique gift card code which you can use at checkout to redeem it's value. Please do check your junk and spam inbox just in case it's hiding away.
What is your sizing like?
Our size ranges can vary between XXS-XXL and the fit is usually dependent on the style or garment. You are more than welcome to contact us at info@khanums.co for assistance on sizing.
If your size isn't available on our site, we are more than happy to create a custom order for you. Orders can be customised on elements such as length, size or colour for an additional fee (up to 30%).All custom orders are non-refundable or exchangeable.
In order to place a custom order, please email info@khanums.co with the details of the piece you’re interested in, measurements and size, and preferred colour or change in fabric, and our dedicated customer care advisors shall do the rest.
How sustainable is Khanum’s?
A slower pace of production and consumption is inherent within Khanums’ founding principles.
To find out more about how we are continually improving our business practices to create a more sustainable future, please read here: Sustainability Efforts
Customisations and amendments
Please measure yourself accordingly and provide the details to info@khanums.co. We will follow the measurements you provide us with. A size guide and 'How to Measure' chart can be found here for reference: https://www.khanums.co/size-guide. Once the customisation has been agreed and production confirmed we can no longer amend the order. This is a non-refundable services
At the present time, we do not offer measurement services or provide dress fittings. All custom orders are made to specification and we re-measure and record the garments before it's dispatched to ensure your custom requirements are met as per our quality and development standards.
How Does Preorder Work?
Our pre order items are just like all our other styles and collections on the website however may require additional time to produce. Pre order styles are bespoke and made upon order.
SHIPPING
How long does shipping take?
Once your order has completed its production stages (please see above for further details on timeframe) it will be sent via our GoGreen DHL Express service via our London HQ and will be delivered within 1-5 business days depending on your location.
If you require your order to be sent sooner we can send via an alternative shipping provider which offers faster shipping.
Do you ship worldwide?
Yes, we do!
All orders are shipped via DHL and will be received within approximately 2-3 working days upon completion of production.
Am I responsible to pay import taxes and duty?
You may be charged import duties and taxes by your local customs authority when your parcel is received in your country. Duty rates vary depending on the value of each item, and vary from each country, so we are unable to determine exactly what duties may be charged. For more information on what duties and taxes may be payable by you prior to the delivery of your parcel, we strongly recommend checking your local customs website or contacting them directly prior to placing your order. Please note Khanum's cannot take responsibility for delays due to customs clearance. Unfortunately, this is beyond our control.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in Great British Pounds (GBP), which means you may be liable to pay for duties and taxes once you receive your order.Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office.Destination countries may levy taxes on your purchased goods, which the receiver will be responsible for. Khanum's is not responsible for unpaid customs taxes, and will not provide refunds for orders sent back due to customs issues. Please check your country’s customs policies before placing your order.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Requested date
We do our utmost best to ensure all our orders are delivered within the advised time frame. However situations out of our control can occur which Khanum's cannot be held responsible for, this includes global events, local and national logistics, import and export customs checks as well as changes in collection time. Please note, this list is not exhaustive and is not limited to the following.
In the event an order is delayed due to the above, we will endeavor to contact you as soon as we're able to provide you with a new estimated date for delivery. For further updates, please email orders@khanums.co. You will receive tracking details as soon as your order is fulfilled.
REFUNDS, EXCHANGES & STORE CREDIT
What is Your Refund Policy?
All orders are 'bespoke' and 'made to order' which means all sales are final and are exempt from refund. Please be sure to shop intentionally before committing to a purchase.
On the occasion the item is not fit for purpose, we may offer refunds subject to reasoning and review. Returns must be communicated within 5 days of receiving the item of which we will base off our DHL tracking. The order must be returned and sent back to Khanum's within 14 days of confirmed return by our Customer Service team.
Transparency is important to us; within each item listing, there are detailed descriptions unique to each garment. Please make sure to read item descriptions before placing an order.
No returns or refunds applicable on one-off or custom orders placed via Email, Social Media, Sale, Outlet or 'Last Chance to Buy' items.
Please note, outlet or sample sale pieces are final sale, they are non-refundable and non-returnable as they are discontinued. Some pieces may be final samples, which have a minor repairable fault to which repair kits will be provided - this will be communicated in the production description.
If you have any questions regarding a specific garment, please contact us before placing an order.
By placing an order, you confirm that you have read and agreed to our store policies and terms and conditions.
If you have any questions about your order, please e-mail us at info@khanums.co with your order number as the subject.
What is Our Approved Return Process?
Items must be returned within 14 days from date you receive your order.
Items must be returned to us with hygiene and security ribbons still attached. There must be no signs of tampering with the labels, tags or security ribbons.
Items must show no signs of wear; please take care to avoid the transfer of make-up when trying on garments.
Items must be unworn, unwashed, undamaged and unmarked in any way. Please be careful when trying on garments to avoid make up or fake tan transferring onto the fabric. To qualify for a return the items must be free from any signs of wear or tear. Unfortunately, we can not accept any item for return which is damaged due to staining (food, makeup, sweat, etc.) or scent (perfume or body odour). We do our best to accept all returns, however, in case the return is in unsuitable condition, we have the right to decline a return. In this case it will be sent back to the customer.
Items must be returned to us in the condition you received them, with all tags attached. As our items are hand made to order, this will be a brand new condition, which is how we expect to receive them back to us.
Please ensure that the parcel you are returning is very clearly marked as a 'Return' to avoid any additional customs fees. If the parcel is not marked as a Return any additional customs fees will be deducted from your refund.
We can only accept returns from the person that purchased the item.
Once you have received your order, in the unlikely case that there is any issues with your garments, we must be notified within 5 days of receiving your order.
How do I return an item?
We're happy to offer a return on the basis of exchange for a new style or new size. The request needs to be communicated within 5 days of receiving the order. The return request needs to be emailed to orders@khanums.co with your order number provided. The team will request further information before confirming a return request has been approved and requested.
Please note, Khanum's has the right to deny a return request if the conditions provided are not met. Khanum's has the right to send back an unapproved and unauthorised return.
How do I exchange an item?
If the fit or style isn’t quite right for you, we are more than happy to offer an exchange.
Exchanges are made on the basis that the product is returned in its perfect, original condition with all tags still attached and security ribbon untampered. They must be unworn, without odour and must not be damaged or marked in any way. Our returns department has the right to refuse a return if a returned item does not meet these conditions. In this instance, the item will be returned to the address on the original order. We will not allow exchanges more than once.
Before shipping an item back to us, please request a return authorisation request from our returns department within 7 days of receiving your order. You can do this by emailing orders@khanums.co with your order number and the reason for your exchange so we can process your request as quickly as possible.
Please note, we can not send the requested exchanged of size or style, until we have received the original order. For example, when you go into a physical store requesting an exchange, you would need to present the original order. We kindly request the same.
*This does not include one-off/custom orders placed via email, Instagram, Sale, Outlet or 'Last Chance to Buy' items which are all non refundanble and non exchangable.