Shipping policy
Shipping Policy
Thank you for shopping with Khanoomi! We are committed to providing you with fast and reliable shipping services. By placing an order with us, you acknowledge that you have read, understood, and agreed to this Shipping Policy. This policy forms part of the terms governing the shipment and delivery of your order.
1. Processing Time
Orders are processed within the mentioned timeframe in business days (excluding weekends and holidays) after payment confirmation.
During high-volume periods, processing times may be extended.
Customized, made-to-order and pre-order items may require additional processing time.
2. Shipping Rates & Delivery Times
Shipping costs are calculated at checkout based on your destination and the shipping method chosen.
Website orders: Estimated delivery times are displayed at checkout.
Instagram/WhatsApp orders: Timeframes shared by our team apply.
Delivery dates are estimates only and are not guaranteed. Orders may be delayed due to customs inspections, weather conditions, transportation disruptions, political events, strikes, or other circumstances beyond our reasonable control. Such delays shall not constitute grounds for cancellation, compensation, or damages where the order has already been dispatched.
3. Order Tracking
Once your order has shipped, you’ll receive a confirmation email with a tracking link. You can follow your order’s progress using the courier’s tracking system. Once a tracking number has been provided, it is the customer's responsibility to monitor the shipment regularly and respond promptly to any requests made by the courier regarding delivery or customs clearance. If the courier or customs authorities request additional documentation, identification, tax information, Power of Attorney (POA), or any other information required for customs clearance, it is the customer's responsibility to provide this directly to the relevant authority within the required timeframe.
4. Lost, Stolen, or Damaged Packages
Once an order has been dispatched and accepted by the courier, responsibility for transporting the parcel rests with the courier. While we will assist by communicating with the courier, requesting investigations, and following up on the shipment where necessary, we have no control over the courier's transportation, scanning procedures, customs handling, or delivery operations.
In the event that a shipment is delayed, misplaced, damaged, or lost during transit, our responsibility is limited to assisting with the courier's investigation and claims process. Any determination regarding liability or compensation is subject to the courier's investigation and policies
If your package arrives damaged, please contact us within 24 hours with photos of the damage, and we will assist you in filing a claim with the carrier.
5. Shipping Restrictions
We do not ship to P.O. Boxes, APO/FPO addresses, or restricted locations.
Certain items may be restricted from shipping internationally due to customs regulations.
6. Taxes & Duties
UK Customers
For our customers in the UK, the prices of products already include all applicable taxes and duties.
International Customers
Orders are shipped on a DDU (Delivery Duty Unpaid) basis. This means prices displayed do not include import duties, customs, or local sales taxes.
As the recipient, you are responsible for all such charges levied by your local authorities. These fees must be paid at the time of delivery to release your order from customs.
If an order is returned due to non-payment or refusal to pay import duties, we are not responsible for the return.
Any return costs will be added to the price of reshipping, and the order will not be resent until these costs are fully paid.
Import duties are determined by your country’s customs authorities, and we have no control over these charges. We cannot estimate, calculate, reduce, negotiate, or waive customs duties, taxes, brokerage fees, customs handling fees, or any other government-imposed charges.
We encourage all customers to check their country’s import and customs regulations before placing an order.
If you believe the customs charges applied are incorrect or unreasonable, you should contact the courier or your local customs authority directly. Any dispute regarding customs charges must be resolved between the customer and the relevant authorities, as we are unable to intervene or amend such charges.
Any customs storage fees, warehouse charges, brokerage fees, or additional handling charges imposed by the courier or customs authorities remain the responsibility of the customer.
We are unable to intervene in these assessments.
7. Address Changes & Order Modifications
Address changes or modifications can only be made within 4 hours of placing an order. Please contact us immediately for assistance. Customers are also responsible for providing a valid telephone number and email address that may be required by the courier for delivery or customs clearance.
Once an order has been shipped, we cannot make any changes.
8. Returns Due to Incorrect Address
If an order is returned due to an incorrect or incomplete address, the customer will be responsible for additional shipping charges to resend the package. The same applies where delivery cannot be completed due to an incorrect telephone number, failure to respond to courier communications, failure to provide customs documentation, or failure to pay applicable customs duties.
We are not responsible for lost packages due to an incorrect or incomplete address provided by the customer.
9. Shipping Delays & Courier Services
We work with trusted partners such as DHL, FedEx, and UPS Express to ensure fast and safe delivery.
However, delivery times are not guaranteed.
We shall not be liable for delays or failure to deliver arising from events beyond our reasonable control, including but not limited to severe weather, customs inspections, strikes, civil unrest, political instability, armed conflict, pandemics, transportation disruptions, governmental restrictions, or courier operational failures.
10. Customer Responsibility
It is the customer’s responsibility to:
Provide accurate shipping and contact details.
Track the order and ensure someone is available to receive it.
Pay all customs, taxes, and duties as required by local authorities.
Communicate directly with the courier or customs office in case of any import-related issues.
Failure to comply with the responsibilities outlined above may result in delivery delays, additional courier or customs charges, return of the shipment, or disposal of the shipment by customs authorities. Any resulting costs shall remain the responsibility of the customer.
11. Delivery Acceptance
A shipment shall be considered successfully delivered once the courier records delivery in accordance with its standard delivery procedures, including delivery to the specified address, a designated safe place (where applicable), an authorised recipient, or any alternative delivery option selected by the customer through the courier. Any disputes regarding the completion of delivery should be raised directly with the courier, although we will assist where reasonably possible.
12. Contact Us
If you have any questions or concerns regarding your shipment, please contact us at contact@khanoomi.co.uk.
Thank you for choosing Khanoomi!