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Return to shopFREQUENTLY ASKED QUESTIONS
We are confident that you will find the answers to our most commonly asked queries below. Need additional help for queries such a sizing and more? Or have an important event coming up?
Please contact info@maisonamali.com to get in touch with one of our dedicated customer care advisors.
ORDERS
How Long Does It Take To Process My Order?
All orders are produced upon order only.
As all of our pieces are hand-crafted, hand made and many hand embellished, orders can take up to 40 working days depending on the garment style.
Our bridal collection is based on extended pre order and can take up to 4-6 weeks to produce.
Some styles may be ready sooner depending on fabric, material and trim availability. You are welcome to contact us to check in on availability and production time frames.
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.
Why Does It Take Long To Produce?
With many styles, purchase fabrics and trims locally once an order has been placed, we send the order to our manufacturer in North London. We then wait for them to complete which takes time. We do our quality control in our studio in London and pack all orders from our studio too.
With intricately embellished orders such as jackets and many dresses, we produce these in India. The art of hand craftsmanship takes time and once an order is completed we receive it back in our London studio to quality control and ship to the customer.
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!
SHIPPING
How Long Does Shipping Take?
Once your order has been made and completed its production stages (please check above for production time frames) it will be sent via our GoGreen DHL Express service via our London HQ and will be delivered within 1-5 business days depending on your location.
If you require your order to be sent sooner we can send via an alternative shipping provider which offers faster shipping.
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.
REFUNDS, EXCHANGES & STORE CREDIT
What Is Your Refund Policy?
All sales are final as orders are either ‘bespoke’ or ‘made upon order’ which means we only start producing the order when we have received confirmation of the order. This means all sales are final and are exempt from refund. Please be sure to shop intentionally before committing to a purchase.
Exchange requests must be communicated within 7 days of receiving the item of which we will base off our tracking details on delivery date. The order must be returned and sent back to Khanum’s within 14 days of confirmed return by our Customer Service team.
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.
No exchanges or refunds are applicable on one-off or custom orders placed via Email, Social Media, Sale, Outlet or ‘Last Chance to Buy’ items.
Please note, outlet or sample sale pieces are final sale, they are non-refundable and non-exchangeable 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.
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 and terms and conditions.
If you have any questions about your order, please e-mail us at info@khanums.co with your order number as the subject.
What Is Our Approved Exchange Process?
Items must be returned for an exchange within 14 days from date you receive your order.
Items must be returned to us with hygiene and security ribbons still attached. There must be no signs of tampering with the labels, tags or security ribbons.
Items must show no signs of wear; please take care to avoid the transfer of make-up when trying on garments.
Items must be unworn, unwashed, undamaged and unmarked in any way. Please be careful when trying on garments to avoid make up or fake tan transferring onto the fabric. To qualify for a return the items must be free from any signs of wear or tear. Unfortunately, we can not accept any item for return which is damaged due to staining (food, makeup, sweat, etc.) or scent (perfume or body odour). We do our best to accept all returns, however, in case the return is in unsuitable condition, we have the right to decline a return. In this case it will be sent back to the customer.
Items must be returned to us in the condition you received them, with all tags attached. As our items are made upon order, this will be a brand new condition, which is how we expect to receive them back to us.
Please ensure that the parcel you are returning is very clearly marked as a ‘Return’ to avoid any additional customs fees. If the parcel is not marked as a Return any additional customs fees will be deducted from your refund.
We can only accept returns from the person that purchased the item.
Once you have received your order, in the unlikely case that there is any issues with your garments, we must be notified within 7 days of receiving your order.