FAQ's
General Questions
We are based in London, UK.
Your Order will be ship from our London Studio Office.
Please visit Contact Us page for more information.
Order Management And Payment
All orders are processed and shipped within SAME day (Mon-Fri) before 1400 hrs GMT. Orders placed over the weekend are dispatched on Mondays. Orders placed on a holiday will be processed on the first business day (the latest).
Unfortunately once your order is processed it cannot be cancelled as it’s already on its way to being shipped. Because we dispatch all orders on SAME day (mon-fri) before 1400 hrs GMT, if you email us within that time frame of placing the order, then there is a slight chance we can cancel it in time! If your order is processed and on its way to you and you’d like to return it, you can write RETURN TO SENDER on the package (without opening it) and have it sent back to us for a refund minus a £5 GBP shipping and handling fee. Please email us at sales@khaista.com if you’re in this situation.
Once your order goes through, you will receive a confirmation email with your order number. If you created an account, you can log into your account and see the status of your order. Please email us at sales@khaista.com and we will look into your order for you.
If you haven’t received an email confirmation you may have entered your email address incorrectly and thus are not receiving our emails. If you haven’t received an email confirmation AND do not see your order in your account, your order most likely did not go through due to a credit card processing issue — your name, billing address and zip code that you enter upon checkout must match your credit card statement’s information.
We accept Visa, MasterCard, American Express, Maestro, Apple Pay and PayPal.
Definitely! Credit card processing is secured through Shopify Payments/Stripe, the most used encrypted security e-commerce web shop platform on the web. Furthermore, your credit card information is never stored on file. If you’re still hesitant, you can checkout using PayPal or Apple Pay.
If you are seeing an error upon entering your credit card information please make sure of the following: 1) The credit card numbers you entered is correct, including the security code. If you are still having problems, you can try a different credit card or an alternative payment method pay like Apple Pay or PayPal.
2) The name, billing address and zip code you enter upon checkout matches the name on your credit card billing statement (most common problem).
3) You have sufficient funds in your account (if using a debit card). Once an error occurs, your order is not processed and you will have to checkout again.
Shipping
Once your order is dispatched, depending on your country or region, estimated delivery time is between 1-7 days. Please consider any holidays that might impact delivery times. Estimated delivery time:
U.K: (1-2 Days)
US | Canada | Australia: 1-7 Days
We provide FREE Shipping on all Orders all over the world (Exceptions apply).
We are proud to offer worldwide shipping services that currently operate in over 185 countries. Nothing means more to us than bringing our customers great value and service. We will continue to grow to meet the needs of all our customers, delivering a service beyond all expectation anywhere in the world. We run discounts and promotions all year, so stay tuned for exclusive deals.
If you contact us within a few hours after placing your order we will do our best to change your address. Unfortunately once your order is processed, we cannot change your address. Please email us at sales@khaista.com with your order number if you believe your package won’t arrive to you.
If your package is returned to us due to an incorrect or incomplete address, you must pay all delivery cost to re-deliver your order to a corrected address. We are not responsible for the loss of your order if the address provided at checkout is incomplete or incorrect.
A parcel is considered lost after it has been in the postal system for a period of 21 business days for international orders. We cannot take responsibility for delays caused by the courier. Although orders normally take much less than that, we are unable to dispatch a replacement until this period of time has elapsed. Please note all of our shipments are insured against damage, loss or theft (regardless of the courier or what type of delivery service has been selected).
All of our shipments are insured against damage, loss or theft (regardless of the courier or what type of delivery service has been selected).
We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment. If this happens to you, please contact us with:
- Your order number.
- A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.
What's your Return Policy ?
Instructions for what you should do in the event that something is wrong with your order are available here
My question isn't listed. I need to email you guys!
Email us using our contact form.