returns & exchange POLICY

Our dedication to a slower pace of production is a principle at the heart of Khanum’s, in order to deliver on our promise to create purposeful garments and intentional purchases. Every single one of our garments are made to order, they are produced upon order as we do not hold stock to avoid dead stock and waste.

However, if the fit isn’t quite right for you, we are more than happy to offer an exchange for another size or a store credit note within 7 days of receiving your order.

Conditions for return:

- Return in it's original condition and original packaging with all tags still attached.
- Untampered security ribbon.
- Unworn and odourless.
- Without damages, alterations, stains or marks.

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.

Before shipping an item back to us, please email a request authorisation from sales@khanums.co within 7 days of receiving your order.

Please include your order number and reason for return so we can process your exchange as quickly as possible. We have the right to refuse unauthorised returns sent back to us.

We conduct a three stage quality test before dispatching all orders, in the event that the order does not arrive in the condition we have sent it out, please contact us immediately via email with images of the issues raised. We request all orders be checked thoroughly within 24 hours of receiving goods. We will not be liable for any damages reported beyond this point.

Refunds

All approved returns will be issued via a store credit note only once the return is received. The amount issued will exclude all shipping costs, including custom duties, charges and/or taxes.

Store credit notes will be emailed to the registered email provided when placing the order. Valid for one year upon receipt of return. Cannot be used in conjunction with promotional offers.

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.

Final Sale

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 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.

Return Shipping

All returns are to be organised by the customer. At this moment, Khanum’s cannot cover the returned shipping costs.

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.

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.

Queries

Any questions or concerns regarding your order, please email SALES@KHANUMS.CO


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