Shipping & Returns
SHIPPING, DELIVERY AND INSURANCE
SHIPPING
Your shipping options may vary depending on your location. Shipping options and charges are available on the checkout page of our Site for domestic and international orders. Due to the large size and weight of some of our products certain orders may be subject to additional shipping charges. We recommend that you contact customercare@khayni.com should you wish to obtain a full shipping cost prior to placing your order. Alternatively, you can place the order and customer care will contact you to advise of any additional shipping charges.
DELIVERY
For items in stock we aim to dispatch within 48 hours. Items on pre-order or made to order will be dispatched in accordance with the lead times on our Site. For an order that contains pre-orders and in stock items, shipping is charged on dispatching the items together, therefore, goods are dispatched when all items are in stock. Lead times on the Site are subject to change and/or delays. Should there be any variation to the lead times shown on the Site we will contact you to advise you of the position. Once goods have been dispatched, expected delivery times are next working day for domestic and 3-5 working days for international deliveries. No changes can be made to the shipping address once goods have been dispatched.
We endeavour to fulfil all orders placed. If we are unable to deliver to your location we will let you know.
You will own the goods from the later of (a) we receive payment in full or (b) we deliver the goods to you. Where goods are sold ex-works ownership passes on collection of the goods by your agent or delivery by us to your agent in the UK.
We require a signature for any goods delivered, at which point responsibility for any purchased goods passes to you. The goods are your responsibility from the time we deliver them to the address you gave us. DHL will give you the option to update your delivery preferences once goods have been shipped. Khayni will not be responsible for any delivery without signature due to your change of preferences. Delivery will have been deemed to have taken place as and when DHL leave the goods in accordance with your preferences.
All international customers will have to comply with import regulations of their country before goods can be cleared by customs and released for delivery. In the event you select ‘duties and taxes paid’ no further payment will be due. In the event you select ‘duties and taxes unpaid’ or not select 'duties and taxes paid' the customer has sole responsibility before paying all duties, taxes and other charges to DHL prior to delivery (DDU). The importer is responsible for any specific certification requirements in their country at their own cost, for example phytosanitary certificate. We recommend that you contact your local customs authority to determine a landed cost price prior to purchase completion.
Khayni is is legally obligated to enter the full value of orders on customs forms.
Khayni is not responsible for any delays caused by destination customs clearance processes. The importer is responsible for all matters pertaining to customs and excise import requirements in accordance with local destination laws. Khayni will assist in providing any information pertaining to products supplied. If the goods are returned to us, as per our terms and conditions you will not receive a refund for outgoing shipping. There is a 25% fee for orders sent back to us due to failed importer compliance and any additional shipping charges and other costs for the return will be deducted from any refund due. For clarity where goods are re-shipped following an import return the fee will be 50% if the goods are returned a second time. No refund will be made in respect of any items damaged due to multiple deliveries, returns and excessive handling due to importers failure to comply with customs regulations.
If delivery is delayed by any event outside of our control, we will contact you as soon as possible to let you know and we will take steps to minimise the effect of the delay. Provided we do this, we will not be liable for delays caused by the event, but if there is a risk of substantial delay you may contact us to cancel your order and we will give you a refund in full for any goods you have paid for but not received.
RETURNS AND REFUNDS
You have 14 days upon receipt of your order to apply for a refund. Please email customercare@khayni.com, explaining why you are requesting the refund, and return the order in the condition in which it arrived. Your order has to be returned to us within the 14 day return window.
We will confirm the refund amount, after reviewing the condition of the returned order. A refund will be given for any unsuitable orders. No refunds will be given for:- Made to order and / or custom orders
- If returned goods are damaged
- Orders returned after the 14 day period
- Where items have been used in photoshoots and/or events of any nature
If shipping is delayed at the request of the purchaser then the 14-day period will commence the day after payment is received. No responsibility or liability will be accepted and no refunds will be made for claims in respect of damages reported for deliveries to third party shipping/distribution centres and where goods have been left on delivery without signature due to your change of preferences with DHL.
Where ‘duties and taxes paid’ has been selected these amounts will not be refunded on any returns.
Returns are to be made using our courier. Notification must be made to us in writing to request a returns label to enable you to return the goods to us within 14 days from the date of receipt of the goods. Upon a return request we will email the returns label for you to print and attach to the parcel. You will need to call your local DHL to arrange a collection. Please note the return must be received by us within 14 day of receipt of the goods. The shipping and handling charges that our courier charges us, transaction fees and packaging costs will be deducted from the final refund amount made against your original payment method. A re-stocking charge of 10% will be applied to any returns for large or specialised packing of orders. Please email customercare@khayni.com for assistance.
All items marked “made to order” cannot be cancelled once the order has been placed and are not eligible for return/refunds.
All custom orders cannot be cancelled once the order has been placed and are not eligible for return/refunds.
Due to the nature of our products, especially vintage pieces, our products may have undergone repair works and/or have natural markings and as a result they will not look perfect.
No goods can be returned on the basis of damage where an item has undergone repair works or have natural markings and can only be returned as unsuitable and the terms and conditions pertaining to unsuitable item return will apply.
All cushions have no returns/refunds for any issues relating to zips under any circumstances. All cushions are sent with zips in working condition. If a fault occurs with your handling of the zip then we are not liable for the damage and no return/refund will be given.
We do monitor the number of returns made by customers and continued returns will be flagged and may, at our discretion, lead to the closure of your account or future orders being refused.
REPORTING DAMAGE
All damaged items must be reported to us in writing within 24 hours after delivery with the necessary images of the items including all packaging.
EXCHANGE POLICY
We do not offer an exchange policy. We therefore suggest that you return it for refund and purchase a new item separately in this instance.
HOW TO RETURN A PRODUCT
To arrange a return please email us at customercare@khayni.com and we provide you with further return details.
RECEIVING A REFUND
Once your item has been received and inspected, we will email you to notify you of the approval or rejection of your refund. Your refund will be credited to your original payment method.
Please note that refunds can take up to 10 working days to show on your account due to varying processing times between payment providers.
GOODS ON SALE
The only discount applicable to goods on sale is the sale discount. Trade discounts, first time purchases discounts, and/or any other discounts do not apply to goods on sale. The individual product on sale will display the sale discount on the website and the discount will be calculated and deducted on checkout.
COLOURS
We have made every effort to display as accurately as possible the colours of our products that appear on our Site. However, as computer monitors vary, we cannot guarantee that your monitor’s display of any colour will be completely accurate.
QUERIES
If you have any queries or need any further help please contact us at customercare@khayni.com.