PLACING AN ORDER
Do I Need to Create an Account to Place an Order?
You do not need to create an account to make a purchase. However, we recommend that you set up a KUKHAREVA London account in order to manage all aspects of your account including saving your payment information, address details and reviewing your order history.
How Do I Place an Order?
Placing an order is easy, simply follow these steps:
Shop by browsing through any of our product categories and view more detail on each product page. Alternatively, throughout the site there is also a search function in the top right-hand corner, which can be used to look for products using keywords or a web code, if you know it.
Add your chosen size to your shopping bag by clicking on the ‘ADD TO CART’ button.
Review the items you have selected by clicking on the ‘CART’ Tab in the top right-hand corner. To delete an item from your shopping bag, click on the 'BIN' button next to the item.
To finalise your purchases, click ‘CHECKOUT’ and follow the instructions. We will require your phone number for the DHL Courier Service, if this is not provided at the checkout, it may delay your order processing.
If you would prefer to place your order by telephone, please call our Customer Services team on +44 (0) 7920 774353, who are available to help 10am - 6pm, Monday to Friday (excluding bank holidays)
Can I Include Gift Wrap or a Gift Message With My Order?
Yes you can, we are offering a gift wrapping service and/or a gift message at £4.20 (tax incl.) To include, please tick a Gift box next to Terms of Service upon Checkout.
How Will I Know That My Order Has Been Placed Successfully?
Your order has been placed once you have successfully entered your payment details and received confirmation on the last stage of the checkout page. You will also receive a confirmation email to your email provided upon Checkout.
Can I Cancel or Amend Any of My Order Details?
Please email firstname.lastname@example.org if you need to make any amends to your order and we will happily respond within 48 hours.
PAYMENT AND ACCOUNT
Which Payment Methods Are Accepted?
We accept all American Express, Visa and MasterCard and PAY PAL payment methods. For customers in the US, we also accept Discover.
Is It Safe to Use My Credit Card?
The security of your details is of top priority to us. To ensure that your shopping experience is safe, simple and secure KUKHAREVA London uses Braintree Payments to protect the data you send to us over the internet.
Is My Personal Information Kept Private?
Which Currency Can I Use to Place My Order?
Prices shown on the Site are in GBP, EUR or USD. You may chose or change your currency in the top right-hand corner of the site.
All prices are inclusive of VAT at the applicable rate unless you have selected an alternative country to United Kingdom, where VAT is not chargeable. Tax rate is indicated in ‘Cart’ icon.
When Will My Order Be Charged?
Your order will be charged as soon as you have successfully entered your payment details and received confirmation on the last stage of the checkout page. Please allow 48 hours for this to pull through to your bank account.
What Should I Do If I’ve Forgotten My Password?
Please click on the ‘Forgot Password’ link on the ‘Sign In’ page and follow the instructions. Should you experience any issues with accessing your account following this, please contact Customer Care.
Can I Amend My Delivery Address Once the Order Has Been Placed?
If you need to amend your delivery address, please email email@example.com and we will reply with a solution within 48 hours.
How Will I Know the Delivery Times and Charge?
All orders are shipped via DHL Express Delivery or UPS and please allow up to 2 -3working days for your order to arrive. We will require your phone number for the either DHL Courier Service or UPS. If this is not provided at the checkout, it may delay your order processing.
Delivery charges will be applied as follows:
UNITED KINGDOM: £9.95
EUROPEAN UNION: £14.95
UNITED STATES & CANADA: £24.95
REST OF THE WORLD: £29.95
Will I have to sign for my order?
Yes, all orders will need to be signed for.
Will There Be Additional Duties or Taxes Payable on My Purchase?
For any order placed for UK delivery all duties and taxes are included in your final checkout price. For orders placed for deliveries outside of the UK additional taxes and duties may be charged and are changeable based on your location.
How Can I Track the Delivery of My Order?
You can track your order by following the tracking link in the body of your shipping confirmation email. If you have any questions on the delivery status of your order, please email firstname.lastname@example.org and we will happily advise further.
Which Carrier Do You Use?
We currently use DHL and UPS as our shipping partners.
Will All Items from My Order Be Shipped Together?
If you purchase multiple items within the same order, your items will be shipped within the same order. If you purchase multiple items across different orders, these will be shipped separately as per your order transaction.
What Should I Do If I Receive an Incorrect or Faulty Item?
We are sorry to hear if you have received an incorrect item, or if you believe your item has been delivered faulty. Should this be the case, you should contact Customer Care with the following information.
Your proof of purchase/order number
A short description of the issue
Our Customer Services Team will then be in touch to advise the next steps.
All items that are returned as faulty are thoroughly inspected by our quality control experts to deem whether an item is faulty or whether it is fair wear and tear. We may be able to offer to repair your item but please note that repairs are not guaranteed.
If in the rare event that your item is faulty due to a design error, we may be able to replace your item. Replacements are subject to availability and we ask that you state you would like this option at the time you request a return.
RETURNS AND EXCHANGES
What Is the Online Returns Policy?
Our full returns policy can be found by following this link here.
Can I Return an Item Purchased in the Sale?
We will happily refund all items, including Sale purchases, provided they are returned in their original state and pass quality control at our warehouse. However, we do not refund items purchased in our Archived Sale, Pop Up Sale or Clearance.
Will I Receive a Full Refund?
Our full returns policy can be found by following this link here.
Can I Exchange My Order?
We will accommodate an exchange for items purchased on KUKHAREVA London for the same style or colour. For a different style, please return your original item(s) and place a new order online separately. Exchanges are only processed upon receipt of returned item(s) and are based on stock availability. Exchanged items are shipped free of charge on both domestic and international orders (orders being shipped to customers). A maximum of one exchange per item will be allowed.
Please write to email@example.com to request an exchange stating your invoice number.
Once the exchange item is received at KUKHAREVA London studio, we will send out your exchange request as soon as possible while notifying you with new tracking.