Frequently Asked Questions

How do I track my order?

Once your order has been processed and shipped, we’ll send you an email with your tracking information. You can use the provided tracking number to follow your package’s journey on the shipping carrier’s website.

How long will it take to receive my order?

We work hard to process and ship orders within 1-3 business days. The delivery time depends on your location and can be found on our Shipping Page. Please note that these are estimated delivery times.

How do I return an item?

Returning an item is quick and easy. Simply visit our Returns Portal to start the process. For more details on our return policy, including conditions and non-returnable items, please see our Returns & Refunds Policy Page.

How long will it take to get my refund?

We process returns as quickly as possible once they arrive at our warehouse.

• Refund to a Digital Gift Card: This is the fastest option, with refunds issued within 2-3 business days after your return is processed.
• Refund to Your Original Payment Method: This typically takes 7-10 business days after your return is processed.

You’ll receive an email notification as soon as your refund has been issued.

What is your return policy?

You can return most items within 14 days of delivery. Items must be in new, unworn, and unwashed condition with all original tags attached. Some products, like underwear, final sale items, and bundles, cannot be returned. For a complete list and a detailed breakdown of our policy, please visit our Returns & Refunds Policy Page.

What payment methods do you accept?

We offer a variety of secure payment options to make your checkout experience easy:

• Credit/Debit Cards: We accept major cards, including Visa, Mastercard, and American Express.
• Express Checkout: Use popular services like Apple Pay, Google Pay, and Shop Pay for a faster checkout.
• Buy Now, Pay Later: In some regions, you can use services like Klarna to pay for your order over time.
• Payoneer: You can use your Payoneer account to complete your purchase.
• Stripe & PayStack by Stripe: For Credit/ Debit cards payments

The availability of these payment methods may vary based on your location.

Do you have a question we didn’t answer? Feel free to contact our customer support team at support@klahi.com!

Product Questions

How do I find the right size?

We recommend using the size guide available on each product page. Simply click on the “Size Guide” link, usually located next to the size selector, to find detailed measurements and sizing recommendations that will help you find the perfect fit.

How do I get notified when a product is back in stock?

If an item is out of stock, you can sign up for restock notifications on the product page. Just click the “Notify Me” button or enter your email address on the product page, and we’ll send you an email as soon as the item is available again.

What are the best care instructions for my clothes?

Proper care ensures your garments last longer. We recommend following these general tips:

• Check the Care Label: Always refer to the specific washing instructions on the care label inside the garment.
• Wash in Cold Water: To prevent shrinking and color fading, wash your clothes in cold water.
• Use a Mild Detergent: A gentle detergent is best for preserving fabric quality.
• Air Dry: Wherever possible, air-dry your items to extend their life and maintain their shape.

By following the care label instructions, you can keep your items looking new for a long time.

Do you offer gift cards?

Yes, we do! You can purchase digital gift cards directly from our website. Simply visit our Gift Card Page, choose your desired amount, and add it to your cart. You can also send it directly to a recipient’s email address with a personalized message.

Do your products come with a warranty?

Our products are sourced from various global suppliers. While we stand behind the quality of the items we sell, any specific warranties are provided by the original manufacturer or supplier. If you have any concerns about a product’s quality or believe you have received a defective item, please contact our support team at support@klahi.com with your order details and photos of the issue. We will do our best to find a suitable solution.

Orders & Delivery

How do I track my order?

Once your order has been dispatched, you will receive an email notification containing your tracking information. Simply use the provided tracking number to monitor the progress of your package on our delivery partner’s website.

What is your delivery time?

We work hard to process and ship all orders within 1-3 business days of placement. The estimated delivery time begins once your order has been dispatched. For a breakdown of estimated delivery times to your region, please visit our Shipping Page.

Do you ship to my country?

Yes, we offer worldwide shipping! We partner with trusted global carriers to deliver your order to your doorstep. For more information on shipping rates and estimated delivery times to your country, please visit our Shipping Page.

What are the shipping costs?

Shipping costs are calculated at checkout based on your delivery address and the total value of your order. We offer free shipping on orders that meet a certain value threshold. You can find more details on our Shipping Page.

Can I change or cancel my order?

Due to our commitment to fast processing, we are unable to change or cancel an order once it has been placed. Please double-check your order details before finalizing your purchase. If you have any concerns after placing an order, please contact us at contact@klahi.com. If the item is not to your liking, you can always return it once it arrives, in line with our Returns Policy.

My tracking says my order was delivered, but I have not received it. What should I do?

If your tracking information shows “delivered” but you can’t find your package, we recommend the following steps:

1. Check the Delivery Location: Look around your porch, mailbox, or with a neighbor. The carrier may have left it in a secure location.
2. Contact the Carrier: Reach out to the shipping carrier directly with your tracking number. They may be able to provide more details about the delivery.
3. Contact Us: If you are still unable to locate your package, please contact our support team at support@klahi.com with your order and tracking number. We will assist you in resolving the issue.

Will I be charged for customs or VAT?

All prices on our website are exclusive of VAT and import duties. As we ship from various global suppliers, customs and import duties are the responsibility of the customer. We recommend checking with your local customs office to understand any additional charges you may incur upon delivery.

I have not received an order confirmation. What should I do?

An order confirmation email is sent immediately after your purchase is completed. If you do not see it, please check your spam or junk folder. If you still cannot find it, there may have been a typo in your email address. Please contact our customer support team at support@klahi.com with your full name and the date of your order, and we will help you locate it and resend the confirmation.

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Returns

What is your return policy?

You can return most items within 14 days of delivery. All returned items must be in their original, unused, and unwashed condition with all tags attached. Please note that return shipping costs and any customs fees are the customer’s responsibility.

We cannot accept returns on the following items:

• Underwear, socks, or similar garments.
• Perfumes that have had their plastic seal broken.
• Items marked as “Final Sale.”
• Products returned after the 14-day window.
• Bundles or multi-packs where an item is missing or damaged.

For a full breakdown of our policy, please visit our Returns & Refunds Policy Page.

How do I request a return?

Returning an item is quick and easy. Simply visit our Returns Portal and follow the steps to initiate your return.

What are the return costs?

You are responsible for the cost of return shipping. The exact cost will depend on your location and the courier you choose. We strongly recommend using a tracked shipping method and keeping your proof of shipment until your refund is processed.

How long does a return take?

Returns are processed as quickly as possible. Once your package is received and inspected at our warehouse, we will process your refund within 10 business days. You will be notified via email once the refund has been issued.

Can I make an exchange?

We do not offer direct exchanges. If you would like a different item, please return your original order for a refund and place a new order on our site.

What do I do if a product is delivered damaged or faulty?

If you receive a damaged or defective item, please contact us immediately at returns@klahi.com. Include your order number and photos of the issue so we can assess the situation and find the best solution for you.

Contact

How can I contact customer service?

If you have any questions or need assistance, our customer service team is here to help! You can reach us by email at contact@klahi.com.

What is your response time?

We aim to respond to all inquiries within 48 hours. We appreciate your patience and will get back to you as soon as possible.