Refund & Return Policy
Order Cancellation
Due to the made-to-order nature of our garments, production often begins shortly after an order is confirmed. Cancellation requests are therefore only considered within 1 hour of placing your order.
To request a cancellation, please contact us immediately via email or WhatsApp with your order number and reason. Where a cancellation is approved within this grace period, a processing deduction applies to cover payment gateway, currency conversion, and administrative costs:
| Customer Location | Cancellation Fee |
|---|---|
| UK Customers | £20 + 2% of total order value |
| International Customers | £20 + 3% of total order value |
After the 1-hour grace period, orders are considered in preparation and are no longer eligible for cancellation. This is in accordance with UK Consumer Contracts Regulations 2013, which permits businesses to restrict cancellations on bespoke or made-to-order goods once production has begun.
Refund Eligibility
Refunds are reviewed on a case-by-case basis and may be approved only in the following circumstances:
- A physically damaged item is received and reported within 24 hours of confirmed delivery
- An incorrect item (different from what was ordered) is delivered
- A confirmed item is missing from the original package, reported within 24 hours of delivery
To help us resolve your concern as quickly as possible, please provide:
- Clear photographs of the received item(s) and outer packaging
- An unedited unboxing video where available — this significantly speeds up resolution
Refunds are not applicable for the following:
• Minor color variations due to screen display settings
• Slight differences in embroidery placement, lace, or fabric texture
• Size variations within a standard tailoring tolerance of ±1.5 inches
• Variations in hand-embroidered or embellished pieces (up to 5–10% variation is inherent in handcraft)
• Personal or subjective expectations regarding quality, finish, or pricing
• Differences from promotional photography influenced by lighting or styling
By placing an order, you acknowledge and accept these inherent variations.
Missing Items in Multi-Piece or Unstitched Orders
We kindly ask that all package contents be checked within 24 hours of delivery. If any component appears to be missing, please notify our support team immediately and include:
- Clear images of all received items and packaging
- An unedited unboxing video, where available
Returns
Returns are accepted only for approved eligible cases (as outlined in Section 02). To initiate a return:
- Written authorisation must be obtained from our support team first
- Items must be returned to the official address provided by us upon approval
- Items must be unworn, unaltered, with all original tags and packaging intact
- UK customers must return within 12 days; international customers within 20 days of approval
Return shipping costs are the responsibility of the customer unless otherwise agreed in writing by Kifat.
Custom Stitching & Made-to-Order Items
The majority of Kifat garments are prepared after an order is placed — including standard sizing options. Such pieces are classified as bespoke or made-to-order and are not eligible for cancellation, return, or refund once production has begun, in accordance with UK and EU consumer regulations on personalised goods.
To support minor fit adjustments after delivery:
- Additional inner fabric margin is included where possible
- Small refinements may be applied to preserve embroidery balance and garment aesthetics
- Where designer fabric limits a styling element, a best-fit layout is applied
All garments are produced to match the original designer imagery unless written modifications are confirmed before ordering.
Refund Processing
Where a refund is approved, the following applies:
- Processing is completed within 7–10 business days to the original payment method
- Additional processing time may be required by your bank or payment provider
- Original shipping charges are non-refundable
- Any applicable return shipping or customs-related costs are deducted from the refund amount
Delivery & Lost Parcels
Estimated delivery dates are provided in good faith based on courier timelines, garment type, and current order volume. While we strive to meet all delivery expectations — particularly for time-sensitive occasions — delays may occur due to customs clearance, seasonal backlogs, courier issues, or unforeseen circumstances such as weather or strikes. These factors are outside of our control and do not qualify for cancellation, refund, or compensation unless the word "Guaranteed" was explicitly used in writing at the time of order.
If courier tracking confirms successful delivery but the parcel cannot be located, we ask that you initiate a claim directly with the courier. Our team will assist with supporting documentation wherever possible. Responsibility after confirmed delivery is handled in accordance with courier proof of delivery.
Any delays caused by the customer — such as late submission of measurements or required information — will extend the estimated delivery timeline accordingly.
Fair Use & Order Protection
To ensure a fair experience for all customers, we kindly ask that any concern be raised with our support team first, so it can be resolved promptly and amicably.
Kifat maintains comprehensive order preparation records, imagery, measurements, payment authentication data, and courier confirmations for the purposes of verification and dispute resolution. Any intentional misuse of refund or chargeback systems — including fraudulent damage claims — will be formally reviewed using this documentation, and we reserve the right to pursue appropriate legal action where necessary.
We're Here to Help
Our team is available at all times to review any genuine concern with care and understanding.