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faqs

FAQs

ORDER TRACKING

How do I know my order is confirmed?

Once you have placed your order, Khadim’s will send:

  • An SMS with Order ID to the mobile number you have provided.
  • An Order Confirmation mail to the email ID you have provided.

Please check your Spam folder in case you do not see our mail in your Inbox.

How do I check the status of my order?

First, you must login to our website. Then, simply go to “My Orders” page to check the status of your order.

When will my order be delivered?

Your order is packed and shipped from our warehouse in Kolkata to your state/city/town.

We require 7 to 10 business days, exclusive of weekends (Saturday/Sunday), National holidays, Election days or any other local holidays, to complete the process and deliver to your doorstep.


ORDER CANCELLATION

I ordered the wrong product by mistake. How can I cancel my order?

You can cancel an order within 24-hours of placing it.

Simply go to “My Orders” page and click the “Cancel Order” option.

I can’t find a “Cancel Order” option.

The “Cancel Order” option, seen against your order on the “My Orders” page, is valid for 24-hours from time of placing your order.

If you do not see a “Cancel Order” option, it means your order has been dispatched and is in transit.

My order has been despatched. How do I cancel?

Once an order has been despatched and is in transit, there is little we can do to recall the package. However, we also do not wish for you to pay for goods you do not want to receive.

Contact us with details of your order and we will try and do the needful.


ORDER EXCHANGE

I ordered the wrong size / I do not like the colour I ordered / The style does not suit me. Can I exchange it?

Yes. You can place an Exchange request within 7-days of receipt of product.

Simply go to “My Orders” and click the “Exchange Order” option and we will process your request accordingly.

I bought multiple items but want to exchange only one. Can I exchange it?

Yes.

What happens if you don’t have the size/colour I want?

In the rare occasion that we do not have the Size or Colour you require in stock, you can opt for:

  • ONLINE EXCHANGE: Select any new product available online that is of equal price to original product purchased.
  • RETAIL EXCHANGE: Return the product to store and select any new product from store that is of equal or excess price to original product purchased.
  • Refund of product price to your bank account.

I bought a product on Discount. Can I exchange it with a New product online?

No. Discounted items cannot be exchanged with a new product.

I bought a product on Discount. Can I exchange it with a New product at Khadim’s retail?

No. Discounted items cannot be exchanged from a Khadim’s retail store.

Can I exchange a product of (e.g.) INR 499 with a product of (e.g.) INR 799? How will I pay the excess amount?

  • ONLINE EXCHANGE: New product price must be equal to the original product purchased.
  • RETAIL EXCHANGE: You can pay the excess of INR 300 in Cash or Card at the billing counter.

Can I exchange a product of (e.g.) INR 499 with a product of (e.g.) INR 399? How will I be refunded the balance?

  • ONLINE EXCHANGE: Mail us your account details and we will credit the balance to your bank account.
  • RETAIL EXCHANGE: You will forfeit INR 100 unless you purchase another product to adjust the balance.

I have bought both Bags and Shoes but want to exchange only the Bags OR only the Shoes – can I exchange part of my order?

Yes. However, the cost of the exchange product must be equal to value of original product purchased.

Can I exchange a shoe for an accessory and vice versa?

Yes. However, the cost of the exchange product must be equal to the value of original product purchased.

Can I exchange damaged shoe/accessory with a new shoe/ accessory?

Damaged shoes/accessories will not be exchanged with a new shoe/accessory.

What if I don’t like the product I receive in exchange; can I exchange again?

Assuming that you have made the correct choice while requesting an exchange, you can exchange only once online.

How long does the exchange process take?

Once we receive your exchange request, we will schedule a reverse pick-up of the product. The pick-up process will be completed within 10 business days. After we receive the product at our Kolkata warehouse, we will process your exchange request and send you the new product within 7 business days.

There’s a Khadim’s store near my house. Can I exchange from your retail?

Yes. You can exchange from a retail store in your city/town that is appointed to you by Khadim’s.


ORDER REFUND

My shoe/bag is damaged. How do I claim a refund?

Refunds against damaged products can be claimed within 30-days from receipt of product.

Simply go to “My Orders” and click the “Refund Order” option.

I changed my mind about the product / I don’t like it anymore. Can I get a refund?

Yes. Within 7-days from receipt of product. Requests exceeding 7 days will not be entertained in the above case.

I bought multiple items but one of the items ordered was damaged. Can I get a refund against the damaged item?

Yes.

What if my shoe gets damaged after I have exchanged it previously; can I get a refund?

Yes. However, we will not be arranging any reverse pick-up of the damaged product. You will have to return the item to us at our Kolkata warehouse or return at a designated Khadim’s store suggested by us.

How long does the refund process take?

Once we receive your exchange request, we will schedule a reverse pick-up of the product. The pick-up process will be completed within 10 business days. After we receive the product at our Kolkata warehouse, we will process your refund within 7 business days.

I paid COD. How do I claim a refund?

Mail us the following details to receive credit to your bank account:

A/c Holder’s Name

A/c Number

Bank Name

Bank IFSC

Why am I being asked to send pictures of damaged products before I can claim a refund?

It helps us understand the nature and extent of damage, and take necessary action regarding quality.


SHIPPING

Is the Shipping charged as part of the product price?

No. The Shipping Charge is a standalone convenience fee charged to cover delivery costs and is not part of any product price.

During product Exchange, will I be charged Shipping again?

No.

Does “full refund” include the Shipping charge?

No. We will retain the shipping charge you paid previously to adjust our reverse pick-up and delivery costs.


GENERAL QUERIES

Can I order products in bulk?

Yes.

The bulk order limit for any single item is 3 pairs (same or different size) and cannot be exceeded.

Why is your Online Exchange policy different from your Retail policy?

Our online exchange policies are not only different but more flexible than policies followed in our retail stores. Not only are we able to process returns and claims against damages and other exchange requests faster but also offer you refunds against your purchase (not available in our retail stores).

Why are some of your products available on Discount Online but not in your Retail stores?

Registered Office:

Kankaria Estate, 5th Floor, 6, Little Russell Street, Kolkata – 700 071, West Bengal, INDIA

For queries and grievances contact:

compliance@khadims.com