FAQ
Orders
Can I cancel my order?
You can cancel your order within 30 minutes after you placed by sending us a message. After this time, it is not possible to cancel it and your order will be sent.
However, you will be able to return it for free. Please go the returns section of the FAQ for the return process.
Can I modify my order once it’s placed? Ex. Size, colour, quanityt etc
Unfortunately, we can't make any changes once you've placed an order.
If you are still within 30 minutes of placing your order, you can still cancel it and place a new one. Your card will not be charged or will be refunded automatically if you cancel within the 30 minute window. You may cancel your order in the "Orders" section in your account.
If you are not able to cancel your order, please follow our process to return your order. You have 14 days to return you order.
Can I make an exchange?
Unfortunately we do not do exchanges. You need to return the unwanted product, get a refund and place a new order for the correct size/color/product.
I didn’t get a confirmation email, what do I do?
Please write to our Customer Service in the "Contact us" section of the FAQ with your full name and order number (if you have it).
Delivery
How much are delivery fees?
- For the UK, the shipping cost is offered for orders above 90£, and costs 5£ below.
- Local taxes are included in this calculation.
How long does it take for my order to be delivered?
Your order will usually be delivered within 2-3 working days within the UK (not including weekends and national holidays). All orders are trackable, and signature will be required upon delivery. You can check the status of your delivery on the transporter’s website using the tracking number provided to you.
Where can I find my order tracking number?
You will receive this on your confirmation email, but if you have trouble finding it please send us a message and will be happy to help you.
Returns
How do I send back an order?
If the item doesn’t fit or you are not happy with it, you can return it withing 14 days of purchase for a refund. Please contact us to initiate the process. Return labels can be provided within the UK.
What are the conditions to be refunded?
You have a period of 14 days from the delivery date to exercise your right of cancellation without the need to justify your reasons or to pay any penalties. When the 14-day period expires on a Saturday, Sunday or legal holiday, it will be extended to the following working day.
You must return the products to us in their original packaging, complete (with accessories, notice, labels…) and a copy of the order. No reimbursement will be provided for any products that are returned incomplete, missing the tag, ruined, damaged, deteriorated, soiled or that have been used.
How long does it take to be refunded?
We will reimburse you for KAHA products that are returned at the invoiced price, according to their method of payment, within a maximum period of 14 days following the date we receive the product back. o reimbursement will be given for any products that are returned incomplete, ruined, damaged, deteriorated, soiled or that have been used. These products will be shipped back to you and you will be notified by our customer service if this is the case.
Please note that it can take up to 14 business days for the refund to appear in your account.
What do I do if I have received a faulty product?
Please write to our Customer Service in the "Contact us" section specifying your name, order number and a description of the product and defect.