FAQ

Orders

When will my order arrive?

All orders displayed as in stock will generally be send out within 2-4 working days. We offer free shipping within The Netherlands from orders above € 150.

Shipping costs outside The Netherlands will be calculated at checkout, when you fill in your delivery country.

If an out of stock item for any reason has not been updated you will be contacted through email or phone as soon as possible.

Can I track my order with track & trace?

Yes, as soon as we transfer your order to the carrier you will receive an email with the Track & Trace code.

Please note that the carrier must process the order first. After the carrier has received your order, you can normally track your order from the next working day. Does the Track & Trace code still not work? Please try again the next working day. If for some reason you are not able to trace your package 24h after receiving the tracking, please contact us for personal assistance at info@khayra.nl.

I have not received an order confirmation; what should I do?

First check your spam folder or junk e-mail, sometimes the confirmation ends up there.

Can't find the confirmation there either? Send us an email to info@khayra.nl from the email address you used to order. Then we will find out for you and you will still receive the order confirmation.

I did not receive my package, what can I do?

In case the carrier does not succeed in delivering the item to you because you weren't at home, or for any other reason, please contact us at info@khayra.nl and we’ll help you.

Shipping

Do I pay for customs charges in Europe?

Taxes & customs charges may now be applicable on orders from the The Netherlands to UK.

Do I pay VAT & duties outside Europe?

All prices are shown including 21% VAT. 

Please ensure you take into account any potential customs and import fees and taxes before you place your order. They are the responsibility of the customer and may be applied on orders shipped to countries outside the EU.

KHAYRA is not responsible for any additional taxes & custom charges that are payable during the shipment of your order. These charges will be payable on arrival of your delivery, so they will not be charged or visible at the checkout of your purchase.
We recommend contacting your local customs authorities for details on your local tax or customs charges prior to checkout, so that you are aware of the complete cost of your purchase.

If a package is rejected due to fees not being paid & the package is returned to us with a return delivery charge, this will be deducted from the refund amount along with initial delivery cost.

Returns

How can I return my product?

To return your purchase please send an e-mail with your order number and the items you would like to return to info@khayra.nl.

WHAT ARE YOUR RETURN CONDITIONS?

  • You can return your order within 14 days of the delivery date;
  • Returns costs are not covered by us;
  • Return your order unworn, undamaged and with the labels attached. We will refuse damaged and/or used items and return them to you;
  • You send your return at your own risk. Preferably use the original packaging. Otherwise, always make sure you have a sturdy packaging that you close properly;
  • Ask the carrier for a return slip and keep the Track & Trace code until we have received and processed your return. We cannot investigate any missing returns without a Track & Trace code. We cannot then transfer the paid amount back to you.

HOW QUICKLY DO I GET MY MONEY BACK IF I RETURN AN ORDER?

As soon as we receive your return, we will promptly initiate the processing. The return process will be completed within 14 days from the date of receipt.

Following the processing period, it may take up to 5 working days for the refunded amount to be credited back to your account.

Payment

WHICH PAYMENT METHODS CAN I USE?

You can pay with:

  • Creditcard (VISA, Mastercard en American Express);
  • iDeal (ABN AMRO, ING, Rabobank, ASN Bank, bunq, Handelsbanken, Knab, Regiobank, Revolut, SNS Bank, Triodos en Van Lanschot);
  • Bancontact;
  • PayPal.

Any other questions?

If you have any other questions just contact us through info@khayra.nl and we will help you further.