GENERAL DELIVERY INFO
All orders are delivered by Royal Mail (UK) DHL (International)
When placing your order please ensure that the billing and shipping address details are correct, as we are unable to redirect.
Please note that your billing address must match the address on your credit card statement.
When your order is shipped, we will send you a confirmatory email.
Before we can dispatch your purchases, we may need to confirm your details with your card issuer. We will do our best to keep delays to a minimum. Our delivery time starts from the moment an order is accepted and includes a 24 hour period where your items will be processed and dispatched by our warehouse. Please note this can take longer during our sale periods when it may take up to 48 hours for shipments to be dispatched.
Delivery times are estimates and start from the date of dispatch. Please note that in some areas of the United Kingdom and Europe there is a limited range of delivery services available, and we cannot be responsible for delays as a result of remote delivery locations or adverse weather conditions. We will endeavour to send your order out as quickly as possible but please note that due to COVID-19, there may be a slight delay in processing orders and returns due to the reduced operating staff with our delivery partners.
If no one is available to sign for the delivery, the order will be sent to the local depot. If there is still no one available to sign for the package after 5 days with no communication, it will be returned to our studio.
If you have any questions regarding shipping please contact us on +44 73 887 75101 or sales@kiyanawraps.com
RETURNS
When trying your headdress or turban, take special care. Please ensure that make-up does not transfer on to the headdress or turban. If the product is marked by make-up, we are unable to accept the Return and will not issue a refund. Your product will be returned to you via our Standard Delivery.
We at Kiyana Wraps pride in our customers being fully satisfied with their order and the wraps and headdress that they have selected in our online store. If however you wish to return your item (s), please follow our returns procedure, stated below;
(a) We must receive written confirmation via email (sales@kiyanawraps.com) within 48 hours of receipt of the Wrap or headdress that you wish to make a return and receive a full refund. The reasons for this return must be clearly stated.
(b) We must receive the returned headdress within 7-10 days following our written acceptance via email of your return.
(c) The headdress or wrap must be returned by Royal Mail Special Delivery within the UK (guaranteeing Delivery before 1pm the Next Working Day after despatch), and via international registered post outside of the UK, with a signature required. The cost of this postage must be paid by you.
(d) The returned headdress or wrap must be unworn, entirely in its’ original condition and packed carefully in its’ original packaging.
(e) The returned headdress or wrap must be sent to Kiyana London Limited, KALA Studios, unit K201 the Biscuit Factory, London SE16 4DG, United Kingdom.
(f) We do not take any responsibility for returned items that are not received and request that you contact Royal Mail or your alternative delivery company if outside of the UK, directly.
Exclusions
The following items may not be returned under this policy:
– Made-to-order items that have been custom made for you (i.e. where a hat’s design is amended in accordance with your specific requirements or where a hat has been specifically made for you in a certain colour).
REFUNDS
When to expect your refund.
Once the items have been received they will undergo a quality review. Once cleared, you will receive a refund on the cost at purchase price (excluding original shipping cost) directly to the original method of payment used for purchase. We do not refund initial shipping charges, duties, taxes or tariffs for items returned, other than for faulty items. Due to fluctuations in currency rates the amount refunded may be slightly higher or lower than the price originally paid. If you choose to return your items by an alternate shipping service your postage costs are non refundable.
Please allow 7 working days for your return to be processed. You will receive an email notification of the status of your refund once processed.
Refunding faulty or personalised items.
Items are faulty if they are received damaged. Where possible, we will offer to repair faulty items. When items deemed faulty cannot be repaired or the same item is not available, a full refund will be offered. If you believe your items to be faulty, please contact: admin@kiyanawraps.com.
Please note, items that are damaged as a result of normal wear and tear are not considered to be faulty.
Unfortunately we cannot accept returns or offer refunds for bespoke headdresses.