Refund policy
Return/Exchange & Refund Policy
Each of our dresses is lovingly handcrafted using a mix of new and vintage fabrics, particularly in the chest, sleeves, and skirt edges, making each piece truly unique. Due to the nature of handcrafting and the use of unique materials, slight variations in color, texture, and design are expected, adding to the charm and individuality of your dress.
Change of Mind & Order Cancellations: Due to the unique and handcrafted nature of our garments, we do not accept returns, refunds, or exchanges for change of mind after an order has been placed. For pre orders once production begins, cancellations or modifications are not possible. Please review your order carefully before placing it.
Bespoke Garments: Kindly be aware that our unique, made-to-order garments are not eligible for return, exchange, or refund, except in cases of defects or damage. Please report them to us within 24 hours of receiving the product. As each piece is tailored to your specific measurements and style choices, they are not suitable for restocking or resale. Customers are responsible for reviewing the sizes and product description and ensuring accurate self-measurements before placing an order. Choosing the wrong size based on incorrect measurements will not qualify as a defect or damage.
Defects or Damage: Defects or damage refer to rips, tears, stains, burns, fabric damage, or a size significantly different from what was confirmed at the time of order. Please note that purchasing a wrong size product based on incorrect self-measurement (as size for each dress is mentioned in the product description) will not be considered a defect or damage and will not qualify for a return or refund.
Ready-to-Ship Items: All our ready-to-ship garments are individually handcrafted, so expect some natural differences that make each piece unique, unlike the uniform output of a machine. Please note that these slight variations are not grounds for a refund, exchange, or return.
Deposits & Order Finalization: Once a deposit has been made, the order is considered final and cannot be exchanged, replaced, or canceled.
For ready-to-ship pieces, paying a deposit secures the item exclusively for you, removing it from our store's inventory. Should you choose to cancel or request a change, it results in a loss of sale. Consequently, the deposit will be forfeited, and any replacement dress must be purchased at full price, subject to availability and the approval of the store owner.
For custom-ordered pieces, canceling or requesting an exchange will also result in the forfeiture of the deposit. A new order will require full payment, contingent on availability and store owner approval.
Reporting Damages and Concerns: If you encounter any problems or damages with your order, please inform us within 24 hours of receipt through our website’s ‘Contact Us’ form or via Instagram DM. We strongly encourage customers to take photos or an unboxing video upon receipt as this will support any claims. Our team will promptly investigate the matter and assist you accordingly. Clear photographic evidence of the defect or damage must be provided before any return authorization is granted. Failure to submit photos may result in your claim being rejected. If a return is authorized, the garment must be returned in its original, unworn, unwashed, and unused condition, with all tags and packaging intact. Garments showing signs of wear, alterations, stains, perfume, or makeup will not be accepted and will be returned to the customer at their expense. Damage resulting from improper handling while trying on the garment will not qualify for a refund or exchange. If a return is authorized, the garment must be shipped back within 3 days of return approval. Returns made after this timeframe will not be accepted.
Delivery Responsibility: Once an order is marked as delivered by the courier, we are not liable for any lost, stolen, or misplaced packages. Please ensure your delivery address is correct and that someone is available to receive the package. Any delivery disputes must be raised directly with the courier service.
Alteration Policy: We would like to inform our customers that we are unable to provide alteration services post-delivery, as we lack a specialized team for alterations in the UK.
Return Label: In the event that a return is authorized, please be advised that the customer will bear the cost of returning the product. Our company does not supply return shipping labels.
Refund Processing: If a refund is approved, it will be processed within 5-10 business days after we receive and inspect the returned item. Refunds will be issued to the original payment method. Processing times may vary depending on your bank or payment provider.
Allergy Disclaimer: All product information, including materials used in our garments, is clearly outlined in the product description. It is the customer’s responsibility to review this information carefully before placing an order, particularly if they have any known allergies to specific materials. While we use some of the most hypoallergenic fabrics available globally, we advise customers to check for any personal allergies they may have to particular types of materials or fabrics. We are not liable for any allergic reactions caused by fabric sensitivities.
Disclaimer:
Khanoomi reserves the right to decline any refund/return request that does not meet our refund policy criteria or for any other reason deemed appropriate by our management.
Additionally, Khanoomi reserves the right to cancel any order at any stage of production or at any point in time, at its sole discretion. In such cases, customers will be notified accordingly, and any applicable refunds will be processed as per our refund policy.