Frequently Asked Questions

Non UK Mainland, including Channel Islands

There are however there are some areas within the UK where delivery may take longer, these are: HS1-HS9 Hebrides, IM Isle of Man, IV21 -IV24,IV26 - IV28, IV40 - IV56 Inverness, KA27 - KA28 Ayr, KW Kirkwell, PA20, PA21, PA41, PA60, PA61 - PA78, PA80 - PA88 Paisley, PH36 - PH44 Perth, TR21 - TR25 Truro, ZE Shetland. Prices start from £9.99 and they are shipped via Royal Mail.

Can I get a discount if I spend over a certain amount ?

Currently, we do not offer any discount promotions.

What are 'Admin Fees on Returns' and why is my Refund less than expected ?

In the event that an unwanted item is returned during a promotional event such as 'free shipping/delivery ' or returned late after 10 working days. We reserve the right to charge an admin fee of upto £4.95 (UK Customers), £14.99 (European Customers) and £19.99 (Rest of World). This admin fee is not applicable for items that were deemed to be faulty.

Admin Fee will only apply when you have either purchased an item/s under a 'Free Shipping/Delivery' promotion, returned an unwanted item back after 10 working days or if any 'unclaimed parcel' has been returned back to us. 

We may also charge you an fee in addition to the above, if the items returned were deemed to be poorly packed and/or without a duly completed returns form or detailed dispatch note - see terms and conditions.

How much is delivery within the UK?

We offer both a

24 Hour Next Day Delivery Service (provided the order is placed by 3pm.) of £5.95 per order
(Please note This is NOT a Guaranteed service)

Standard Delivery (4-5 working days) of £3.95 covering any amount of goods.

Orders placed during a 'Free Delivery Promotion' are shipped on a standard delivery service only. Express Shipping is chargeable at our advertised rate.

When can I expect delivery of my order.

Deliveries are anytime between 8am and 5.30pm. We use specialist couriers and majority of orders have to be 'signed for'. We aim to dispatch goods on a within the timeframe set by the Delivery service selected, however this is NOT guaranteed. We can not be held responsible for factors beyond our control, such are un-expected weather conditions, transport issues and travel alerts.

WE NOW OFFER AN EXPRESS NEXT DAY/24 HOUR DELIVERY SERVICE

How much is delivery if I’m ordering from outside the UK

If you are ordering from anywhere within the EU, prices for delivery start from £14.99. If ordering from any other countries, including NON EEC,USA,ASIA,MIDDLE EAST AND OCEANIA prices for delivery start from £24.95. You may be charged slightly more for delivery depending on the weight of the order.

How can I track my order 

For UK we use APC Next Day Couriers (www.apc-overnite.com), and Royal Mail (www.royalmail.com). Overseas/International orders are shipped with DHL (www.dhl.com) and Royal Mail International. 

How long will it take to receive my order if I’m ordering from outside the UK

Please allow up to 7 working days to receive your order. Items are usually dispatched within 2 working days of receiving your order. However, we cannot be held responsible for factors beoynd our control which may partially delay receipt of your order such as Customs clearance, flight delays, bad weather, adminstrative errors on behalf of the courier company etc.

How does your delivery service work

All UK orders are sent out either a Courier service or Standard Post.

For 24 Hour Delivery Service -  please allow upto 24 hours to receive your order and you must ensure there is someone available all day to accept the delivery. Please note: This is not a guaranteed service

For Standard Delivery - please allow upto 4-5 working days to receive your order.

All overseas orders are sent by International ‘Signed For delivery’, please allow up to 7 working days from dispatch. 

**Orders placed during a 'Free Delivery Promotion' are shipped on a standard delivery service only. Express Shipping is chargeable at our advertised rate.

What is the lead time for delivery on made-to-measure items

The lead time on made to measure items is currently upto 30 days.

Please refer to the timescales provided on the items when placing an order. We clearly state delivery timescales on each item, and therefore we understand that accepting our terms and conditions that you have duly accepted the timescales provided on the website and the product in question.

Once an order has been placed we are under no obligation to deliver any item in a shorter timescale. We have provided you full details of the estimated delivery time, and cannot make any exception to deliver any item any sooner than indicated on the website.

We recommend to consider the lead time of any Pre-Order items before placing an order, if you require the item for any special event or ocassion.

Customer feedback - I have a complaint. Who should I speak to

At Khushbu we want all our customers to be delighted with their shopping experience and we genuinely value all feedback – just call our customer care team on 0208 767 3185 or e-mail customerservices@khushbufashions.com

Calls our charged Local Rate, from a BT Landline. calls from other Networks including Mobiles might vary.

We also advise that you do not call our retail outlet regarding online purchases. Our retail outlet staff are not authorised to deal with online customers. 

How do I return an item

1. Via Post office (Recommended)

Firstly, send the items back to Khushbu Fashions within 7 days of receipt of your purchase. Please download the returns form and enclose it with the returned item, and clearly state all the information requested on the form. Please note that any items returned without a Return Form may cause a delay in processing your refund or exchange and subsequently may not be processed.

2. Via Collectplus Service

For customers who do not have a post office nearby, or have difficulty sourcing a post office during working hours. Then, the best alternative is to visit one of collectplus retailers, including SPAR, ASDA, Costcutter and Nisa

CollectPlus offers a simple and convenient solution for your returns from just £4.89 inc VAT

Customers can book a delivery by visiting www.collectplus.co.uk/send and paying by card or PayPal to download a PDF label to attach to the returns parcel. A working printer is required to print the label

Make life even easier use the link below directing you to the Collectplus booking page with our address already filled out.

https://www.collectplus.co.uk/parcels/new?parcel[recipient_name]=Khushbu+Fashions&parcel[house_number]=147&to_postcode=sw177tj

Please ensure the address is correct when booking a return: Khushbu Fashions, 147 Upper Tooting Road, London SW17 7TJ

The parcel must be then dropped off at any of Collectplus service locations and a receipt will be issued as proof-of-postage and a tracking code to follow it online. Customers are responsible for the fees to return the item and ensuring the parcels are labelled correctly, with a returns form as detailed below and packaged securely.

3. MyHermes

Customers can book a delivery by visiting www.myhermes.co.uk/send-a-parcel.html to download a PDF label to attach to the returns parcel. A working printer is required to print the label

https://www.myhermes.co.uk/send-a-parcel.html

Please note: The Collectplus and MyHermes service are only alternative options to return items. Khushbu Fashions are not responsible for any missing items or lost items, customers using either service do so entirely ' at their own risk'  - kindly ensure all information is correct when using these services. 

Fill in the Returns Form your details, order detail and details of the item you like to return. We strongly recommend you use a tracked service to get items back to us - neither Khushbu Fashions nor any third party supplier can be held responsible for returned items that go missing in transit. We will process your return as soon as we can – in most cases within 14 working days, but always within 28 days of receipt.

Customers are reminded that unwanted items must be returned within 10 working days, otherwise an admin/restocking  fee will be applied of upto £4.95. This will be adjusted against the the due refund.  

Returns Address:

RETURNS, KHUSHBU LIMITED, 147 UPPER TOOTING ROAD, LONDON, SW17 7TJ

*We strictly do not accept items returned after 14 days unless a valid reason such as medical or personal is provided - see terms and conditions

What do I do if I want to exchange an item

Exchange in the event that you would like to exchange an item, we may consider sending the first exchange with a subsidised shipping to you (upto £4.95 - UK Customers / upto £19.99 - Non UK Customers). Any subsequent exchange is not be allowed(unless the item is deemed faulty or damaged)

When can I expect to receive a refund ?

A. We will process your refund as soon as we can – in most cases approx 14 working days, but always within 28 days of receipt. However, it may take an additional 2-3 days for your payment provider to process the refund and it to show on your Bank, Credit Card or Paypal Account. The cost of your item will be refunded less any administration fees (during free delivery promotion) to the credit/debit card/paypal account used to make the purchase or in extreme circumstances by cheque or credit note. Delivery charges are not refunded, neither are any customs duties or taxes paid at the time of receiving your order. If an item has been modified, misused, damaged and / or is not in resalable condition we will not be able to provide a refund / replacement. When returning goods they must be sent back in their original condition and packaging. Goods must be returned in the condition received.

If you receive the wrong items ?

A. In the unlikely event that the wrong item is sent to you please contact our customer services team who will instruct you how to return the item. Please remember that:

* A Return Form needs to be filled in and enclosed in the parcel so that it can be processed by our warehouse.

* We cannot process any returns without an Return Form.

* We cannot dispatch a new item unless we have received the wrong item back in our warehouse and inspected its condition.

* We will refund shipping costs provided the item is sent second class post only that the item is in new and unused condition when we receive it and you have followed our return instructions.

* We only refund shipping costs for a returns using second class tracked service only. We strictly do not  re-imburse costs for any other postal service used. For clarification, we advise you contact our customer service department. 

Please note, it is never our intention to send incorrect items to our customers, however on rare occasions due to 'human error' mistakes can happen. However, we will always endeavour to rectify any problems as a matter of priority.

What if I receive an unwanted item

Unwanted item is an item purchased and deemed unwanted by the purchaser. The item must be returned unopened, and in re-sellable condition. If the item has been opened, or the item has been modified, used, or damaged we will not be able to provide a refund / replacement. We will only refund the cost of the item, and an administration charge may be applied if the item was purchased  under a free shipping/delivery promotion - see Terms and Conditions.

What if I received a faulty item

A faulty item is one that is faulty due to manufacturing fault only. We strictly advise that items purchased from Khushbu Fashions are Dry Cleaned only. If the item has been misused, abused, washed incorrectly, damaged through use or otherwise modified we will strictly not be able to provide a refund.

If the product is faulty we will issue you with an Returns reference number and advise you on the most suitable way to return the goods. Please remember that:

* Faulty products that were purchased over 30 days ago - we cannot issue refunds for products that were purchased more than 30 days ago.

* We will replace faulty items provided that the fault is not the result of misuse. Please see faulty products as a result of misuse section for more information.

* If the product is not available for replacement we may (at our choice) either substitute it with a similar style or offer you vouchers which equal the purchase price of the item (if purchased within the last 30 days).

Faulty products as a result of misuse:

* We cannot replace or issue a refund for a misused product.

* We will return the misused item back to you if you are happy to incur the administration & shipping costs of £9.95 (this does not include any collection costs or international shipping costs - if we have arranged for a specialist courier to collect the item or we need to return it abroad, the cost will be additional).

We will hold the product for a maximum of 30 days, after this period we will dispose the item.

Why does the item I ordered appear different to that shown on the website ?

We endeavour to ensure all our products are manufactured to all UK standards. However, on occasion some items may appear slightly different in colour or print to that shown on our website, social media or printed catalogues. This is primarily due to the fact that  all our items are photographed in proffesional photo studios using flash photography or taken outdoors in bright sunlight. Some items may therefore appear slightly different in either the brightness, print or colour compared to that shown. 

We also advise customers that items purchased from Khushbu Fashions, are Dry Cleaned only.

We understand that by accepting our terms and conditions, that you duly accept any slight variation in colour, finishing, print or image. 

We advise customers to contact us via email or telephone for any clarification in the actual colour or description of any item published by Khushbu Fashions before placing an order on our website or instore. We will not be held accountable for any issues raised once the goods have been shipped

What if my parcel is lost ?

If you haven't received the items within the expected delivery times as specified by the selected delivery service please contact our customer service team. Lost or damaged parcels must be

reported in writing /email within 3 days of placing the order in the UK and 7 days overseas. We cannot offer any compensation for lost parcels not reported within this period.

We're here to help you, so please get in touch with us as soon as possible and we'll try to make the process as easy as we can!

Sizing ?

A. How does your sizing work? Our sizing is based on standard UK sizing, please see our Size Guide for more information and for size conversions if ordering from overseas. Our standard sizes range from UK size 8 to 16. If you are not sure about your size, you can enter your bust, waist and hip measurements into our ‘Size help’ found underneath the size available on the garment page you have selected. Please note: The size guide should only be referred as a 'GUIDE' and 'NOT ACTUAL; measurements, since there maybe a variation between styling and fitting.

Larger Sizes: Ocaasionally we do stock items in size 18 and 20. Kindly contact customer services for measurements before placing an order as measurements can vary. Approximate sizes for size 18 (Bust 44-46, (Waist 35), (Hip 44).

We therefore advise ALL our customers who are unsure to contact our Customer Care Team with details of the product codes and size requirements. 

How to I look after my item, after wear or use?

Any item purchased from Khushbu Fashions, should be Dry cleaned only. We also recommend that care is taken not to use direct heat from an iron on any of our garments. If and when ironing, we also encourage customers to reverse the item ' inside out', when doing so.

Should you have any queries, about product care we advise customers to contact customer services before placing an order, or washing/ironing an item.

Why can’t I select the size I want ?

This may be because the size you want to order is not available, please call 0208 767 3185 to check stock availability.

How can I check if the size or style I want is available ?

The website shows current available stock, if you want more information, please call 0208 767 3185.

Do you have a High Street Outlet ?

Yes, currently we have a shop in South London. Our address is 147 Upper Tooting Road, London, SW17 7TJ, tel. 0208 772 4787.

However, our High Street Outlet strictly does not accept calls regarding the website, any online enquiry or purchase. We advise customers not to call the high street outlet.

What do I do if there is something wrong with my order

Please email us immediately on customerservices@khushbufashions.com or call us on 0208 767 3185

How often do you get new collections ?

We get new collections weekly which we post on Facebook and we also send out newsletter to newsletter subcribers whenever a new collection is out.

Is the online collection the same as what you sell in the shop ?

Most of our shop and online collection is the same; however, there is more variety in our shop which is based in Tooting, South London. We advise that when visiting the high street outlet that you have all product codes available. 

I’ve just placed an order, how do I amend or cancel it ?

We are unable to amend any part of your order or change delivery once your payment has been confirmed. However, you can cancel an order only if the item has not been marked as shipped and a confirmation email has not been sent to you. 

I’m having technical issues buying from your website.

We recommend that you have the latest version of your operating system provider, eg. Windows, MAC. If you are still having problems contact our customer care team.

Do you have a personal shopping or style advisor service

Yes we do. Both services are by appointment only and carried out at our shop in London. Please call the store direct on 0208 772 4787, email customerservices@khushbufashions.com to book an appointment. We recommend face-to-face consultations, however, telephone consultations are available if you are unable to come to our shop in London.

I don’t usually buy Asian clothes, can you put together an entire outfit for me

Yes, please call the shop direct on 0208 772 4787 to arrange an appointment and we will be happy to advise you, and see how amazing you will look!!

Can you hold or reserve an item for me

Regretfully, until the item is paid for in full we are unable to reserve or hold any item.

I saw a collection on your website, is it an original or replica 

We do try to offer our customers affordable suits which are often showcased on international catwalks, endorsed by reputable deisgners and celebrities. These items are usually 'replicas' of the original design and this is therefore reflected in the price of the garment. There will often be modifications, in the materal, finishing and cut from the original design inorder to avoid any copyright infringments. We do not claim to offer an original designer product unless otherwise stated.

However, all items with an 'Khushbu' Label are exclusive to Khushbu Fashions and are not a replicas.

Do I have to pay any Local customs or Duty charges.

For items shipped from the UK:  ALL NON EEC and Rest of the World - Local Customs and Duty chaes will be applicable

For item shipped from Outside the UK: Local customs and Duty Charge may be applicable on ALL orders.

Please refer to product description the website .We recommend you also contact our Customer Care Team, prior to placing an order for confirmation of the same.