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; production of your order can take up to 40 working days depending on the garment style. Some styles may be ready sooner depending on fabric, material and trim availability.
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.
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 35-45 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, we only purchase materials 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.
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.
SHIPPING
How long does ‘ready to buy’ shipping take?
If your garment is a ‘ready to buy’ piece that is available for immediate dispatch, it will be sent via our GoGreen DHL Express service and will be delivered within 3-5 business days.
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
What is Your Refund Policy?
As sales are final. Returns for store credit are accepted within 7 days of delivery of return sent back to Khanum's.
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.
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.
If you have any questions about your order, please e-mail us at info@khanums.co with your order number as the subject.
Why Don't You Offer Refunds?
As all Khanum’s pieces are produced on a made to order basis, we are unable to offer refunds. We are commited to a slower pace of fashion production and only produce once an order has been placed.
We are committed to ensuring the highest standard of quality in all of our production processes and take great pride on our rigorous 3 stage quality control checks to ensure that no order is fulfilled with a faulty item or marked or stained in any way at all. As an additional step to ensure we are covered, we take images of each order before they are sent out to avoid any "faulty" or "marked" claims.
Please note, any purchases made via the website equate to an agreement to our online Terms & Conditions. Please be mindful of this and place orders with considered intention.
How do I return an item?
We only offer a return in exchange for a new size or another style. The return request needs to be emailed to orders@khanums.co with your order number provided. The team will request further information nefore 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.