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?

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.

As all of our pieces are hand-crafted, production will take up to 25-35 working days on embellished items. 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.

Some things in life are worth waiting for, and our returning customers all agree that a gorgeous Khanum’s creation is certainly one of them!

Can you produce my order in time for a specific date?

We want everyone 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 a specific date. Please contact us before placing your order to discuss your options further.

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.We are happy to take amendments such as adding to your order at any time. For both queries, please contact sales@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 gift 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. Find out more here. (link to gift card)

What is your sizing like?

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.

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. (link to sustainability page)

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.

Can I amend or cancel my order?

Cancellation requests are required within 6 hours of placing an order.We are happy to take amendments such as adding to your order at any time. For both queries, please contact sales@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 gift 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. Find out more here. (link to gift card)

What is your sizing like?

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.

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. (link to sustainability page)

REFUNDS & EXCHANGES

How do I return an item?

As Khanum’s pieces are produced on a made to order basis, we do not offer returns or refunds. 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.

Please do feel free to contact us to advise on colours, sizing and fabrics and we will be more than happy to assist you to ensure absolute satisfaction.

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. 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 sales@khanums.co with your order number and the reason for your exchange so we can process your request as quickly as possible.

*Excludes one-off/custom orders placed via email, Instagram, Sale, Outlet or 'Last Chance to Buy' items.

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.

Can I amend or cancel my order?

Cancellation requests are required within 6 hours of placing an order.We are happy to take amendments such as adding to your order at any time. For both queries, please contact sales@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 gift 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. Find out more here. (link to gift card)

What is your sizing like?

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.

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. (link to sustainability page)

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