At Khanum’s, we take pride in creating high-quality garments that are produced only upon order to avoid dead stock and waste as part of our slow fashion and sustainability efforts.

We advise all our customer to shop intentionally, as refund request will not be authorised.

Please review our policies to ensure they are aligned to your purchasing intentions:

Exchange Policy

1.1. If the size isn't right for you, you have 14 days to exchange the item and send your original order back to us. 

1.2. Please contact us via email only to process this request. 

1.3. We can offer a new size, new style or a store credit valid for one year. 

1.4. One exchange is permitted per order.

Exchange Eligibility:

2.1. To start your exchange please email orders@khanums.co with your order number and image of the security ribbons still attached. 

Please ensure the following conditions are met: 

• Send the order in its original packaging with all tags attached
• Untampered hygiene and security ribbons
• Unworn and odourless
• Without damages, alterations, stains or marks.

2.2. If eligible for an exchange, the address will be communicated via email.

2.3. For items that are defective or damaged upon receipt, please notify us within 7 days of receiving your order, providing photographic evidence of the defect or damage. 

2.4. This will be evaluated and considered for each case separately.

Exclusions:

3.1. We do not accept exchanges for items that have been worn, washed, altered, or damaged due to misuse or improper care. 

3.2. Jewelleries, or items purchased in our Sale, Sample Sales, Last Chance to Buy or Discounted (including store credit transactions) are final sale. 

3.3. Face masks, bikini bottoms, bodysuits and other intimate items are non refundable due to hygiene reasons.

3.4. Custom orders, including made-to-measure garments, are not eligible for return unless they are confirmed defective or damaged by our quality control department after receiving the goods for inspection.

3.5. Requested delivery dates

Since our products are made to order, we recommend reaching out to us before purchasing if you need your order by a specific date. Estimated delivery dates are based on production times and may vary. Please note that refunds cannot be issued for missed delivery dates.

Shipping:

4.1. All exchanges must be authorised by the customer care team via email. All returns to be organised by the customer. 

4.2. 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. 

4.3. Please update our team with the courier details so we can help monitor the return and update you accordingly. 

4.4. All return costs must be covered by the customer

4.5. Khanum’s is not responsible for lost or damaged parcels once they are with the courier. However, we will offer store credit for the value of the lost item(s) for future purchases.

4.6 Please see our full shipping policy here - https://khanums.co/pages/shipping

Refund Policy:

5.1.Please note, all orders are final. 

5.2. On the occasion a product may be defective or damaged, we will offer either a replacement item, exchange or a store credit.

5.3. Orders eligible for refund as confirmed by the customer care team, it will be processed within 30 business days of receiving the returned item. Please note, we must receive the goods back in order to inspect and conclude refund eligibility. Once this is confirmed, all payments will be returned to the original method of payment.

5.4. Shipping and handling fees are non-refundable, except in cases where the return is due to our error. The amount issued will exclude all shipping costs, including custom duties, charges and/or taxes.

1. Cancellation Policy:

6.1. Orders for made-to-order items cannot be cancelled once production has begun.

6.2. If you wish to cancel your order before production starts, please contact us as soon as possible to discuss available options. 

6.3. For full money back refund, please ensure you process a cancellation request within 6 hours of placing the order - this does not apply to pre-order items and sale items.

6.4. All pre orders, or once in production or post delivery the exchange policy applies.

Legal Rights:

7.1.This return policy does not affect your statutory rights under UK consumer law. If you have any questions or concerns about your rights as a consumer, please contact our customer service team for assistance.