RETURNS

​​WHAT IS YOUR RETURNS POLICY?

If the size isn't right for you, you’ve got 14 days to exchange and return the item back to us. All we ask is that items are in an unused, unaltered condition and returned with their tags and packaging.  To find out how to return, please follow the steps in the ‘How do I return my items?’ section.

IS THERE ANYTHING I CAN'T RETURN? 

We do not accept returns on any jewelleries OR items purchased in our Sale / Last Chance to Buy or Discounted are not eligible for returns policy. 

CONDITIONS FOR RETURN:
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- Return in its original condition and original packaging with all tags still attached.
- Untampered hygiene and security ribbon.
- Unworn and odourless.
- Without damages, alterations, stains or marks. - Not part of a final sale, sample sale or outlet item

HOW DO I RETURN MY ITEMS?

Simply follow the steps below to process your return request. 

1. To start your return, email orders@khanums.co with your order number and an image of the ribbons still attached.

2. Provide what items you’d like to return and what item you'd like to exchange to and why.

RETURN SHIPPING
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All returns are to be organised by the customer.
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We recommend using a tracked method of postage to ensure it reaches us safely as we are not responsible for lost, stolen or undelivered parcels. Please update our team with the courier details so we can help monitor the return and update you accordingly.
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If we are posting an exchange back out to you, we will cover the shipping costs for this.

Please note Khanum’s can not take responsibility for delays due to customs clearance for a return. Unfortunately this is beyond our control. Import Duties and Taxes are the responsibility of the customer. If you fail to comply with customs and consequently the parcel is returned, Khanum’s are not held liable for the return. If you require assistance with returning a package, please contact mail to: sales@khanums.co for a quote on a DHL pickup service.

HOW CAN I TRACK MY RETURN?

You’ll receive tracking emails informing you of the progress of your return. However, if you’d like to check in you can email orders@khanums.co

REFUNDS

WHEN WILL I RECEIVE MY REFUND?

Please note, we are not a fast fashion brand, we are slow pace and all our items are hand made and made upon order, we do not offer refunds and we advise to shop intentionally. On the occasion your item is eligible for a refund we need the items sent back to us just as a physical store would require to inspect the product before confirming a refund is eligble, we request the same online. Once you’ve sent your items back to us, and we have confirmed it meets our returns condition, you should receive your refund within 30 working days of it reaching us. It can take up to 14 days for your return to reach us. If you haven’t received your refund in this timeframe, please email orders@khanums.co so we can investigate this for you.

If your order is purchased via Store Credit from a previous refund, the order is not eligible for return. The amount issued will exclude all shipping costs, including custom duties, charges and/or taxes.
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For a Full Refund, Cancellations must be requested within 6 hours of placing the order before it goes into production. Once in Production or Post delivery the exchange policy applies.

PRE ORDER / MADE TO ORDER ITEMS

As pre order pieces are produced on a bespoke, made to order basis, we are unable to offer refunds. We are committed to a slower pace of fashion production and only produce once an order has been placed. This means, we only purchase the required fabrics and trims for the order, cut the fabrics specifically for the order, then produce the requested dress. 

EXCHANGES

If the fit or style isn’t quite right for you, we are more than happy to offer an exchange.

We are more than happy to offer an exchange for another size or a store credit note within 14 days of receiving your order. *Please email our team your request for exchange and await further details, you do not need to re-order as this will only be treated as a new, separate order. The amount for store credit will depend on your exchange value (excluding shipping).

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.

The conditions of the exchange and return will be confirmed upon receipt of the return. Our returns department has the right to refuse a return, if these conditions are not met. In this instance, the item will be returned to the address provided on the order confirmation email. We will not allow exchange more than once. If your order is purchased via store credit from a previous return, the order is not eligible for return.

We will not allow more than one exchange.
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FINAL SALE

‍No returns or refunds or exchanges are applicable on one-off or custom orders placed via Email, Social Media, Sale, Outlet or 'Last Chance to Buy' items.
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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.

In the case of items which include a hygiene or security ribbon, we ask that you exercise reasonable care by not removing the security ribbons while examining the goods. In the event that security ribbons or tags are damaged, removed or tampered with, we shall not validate your returns requests. Face masks, bikini bottoms, bodysuits and other intimate items are non refundable due to hygiene reasons.

CANCELLATION

We kindly ask you to let us know if you would like to cancel your order within 6 hours of placing your order to prevent us from purchasing fabrics, starting production or shipping out the goods.

The Consumer Protection (Distance Selling) Regulations 2000 provides -

EXCEPTIONS TO THE RIGHT TO CANCEL:

13.—(1) Unless the parties have agreed otherwise, the consumer will not have the right to cancel the contract by giving notice of cancellation pursuant to regulation 10 in respect of contracts—

(c) for the supply of goods made to the consumer’s specifications OR clearly personalised OR which by reason of their nature cannot be returned OR are liable to deteriorate or expire rapidly;

ENQUIRIES:

Any questions or concerns regarding your order, please email orders@khanums.co