Shipping & Returns

FOR ONLINE PURCHASES ONLY - FOR INSTORE PURCHASES, INSTORE POLICY APPLIES. PLEASE READ CAREFULLY.

Our aim at Khazana is to provide the best service towards all of our customers and to keep all our customers fully satisfied. If there is a defect or issue with your online purchase, please contact us within 2 days of receiving your order in writing with the reason for return. We can only process refunds for items purchased within 2 days therefore please do check your order as soon as its received and inform us of the issue.

IF YOU HAVE PURCHASED AN OUTFIT IN-STORE, YOU WILL HAVE AMPLE OPPORTUNITY TO TRY ON THE OUTFIT OR GOODS BEFORE BUYING. WE WILL NOT KNOWINGLY SELL A DEFECTIVE PRODUCT AND WILL ENCOURAGE YOU TO TRY ON THE OUTFIT WHILE IN-STORE. THEREFORE, OUR IN-STORE POLICY IS WHAT IS AVAILABLE IN-STORE. IS IT VISIBLE IN MULTIPLE AREAS TO CUSTOMERS BUT IF YOU ARE UNSURE, PLEASE ASK BEFORE BUYING.

THE ONLINE RETURNS POLICY IS LOGICALLY ONLY APPLICABLE TO THOSE WHO PURCHASED ONLINE AND THEREFORE DID NOT HAVE THE OPPORTUNITY TO TRY ON THEIR OUTFIT OR GOODS, AND WE APPRECIATE THERE CAN BE DIFFERENCES.

PLEASE READ OUR POLICY CAREFULLY AS WE DO NOT TOLERATE UPSETTING TREATMENT OF OUR STAFF IN-STORE.

PRE-SHIPMENT CANCELLATIONS

Q: I just placed an order but now want to cancel it before I've received the product. How can I do this? 

A: Please e-mail exoticdesigner@hotmail.com immediately with your order # and request to cancel. Order cancellation requests must be received within 24 hours of order placement for a 100% refund back to your used method of payment. Order cancellation requests made after this period are only approved on a case-to-case basis, depending on if the product(s) in your order are nearing completion for dispatch. If your order cancellation request is approved, you will receive a refund in the form of a store credit only. If you need a refund back to your card, a 10% re-stocking fee will be applied.

Please note that READY TO SHIP items (items with a dispatch time of 48 hrs) cannot be cancelled once the order is placed. When you place an order for a Ready To Ship product with us, this item immediately goes into processing as we have to dispatch this item from our store within 48 hours as noted online.

Q: WHY MUST I INFORM YOU WITHIN 24 HOURS OF ORDER PLACEMENT IF I WANT TO CANCEL MY ORDER?

A: As soon as you place your order, we get to work. At this point, the picking, customization and logistics for your order has already begun, hence we request all cancellation requests be reported to us within 24 hours of order placement only.

Q: I MISSED A VERY IMPORTANT DETAIL REGARDING MY ORDER. DO I NEED TO CANCEL MY ORDER FOR THIS AND PLACE A NEW ORDER?

A: No worries! If you need to update something in your shipping/contact information or need to update your measurements, please e-mail exotidesigner@hotmail.com with your order # and our team will update the required information. However, please note that if the item in your order has already been stitched and/or dispatched, we will not be able to make any changes. Hence, we would request you e-mail us as soon as possible.

Q: I RECEIVED MY ORDER AND THERE'S AN ERROR. WHAT WILL YOU DO TO FIX THIS?

A: To err is human - we take strong measures to ensure that our products reach you in the best possible condition, however, if your order reaches you in one of the following conditions, we will take back the product at our own cost and get the correct product delivered out to you ASAP:

  1. - RECEIVED THE WRONG PRODUCT: We will take back the wrong product from you and send you the correct item.
  2. - RECEIVED AN ITEM WITH A MANUFACTURING DEFECT:  We will take back the defective item from you and send you a new product.
  3. - RECEIVED AN ITEM WITH MEASUREMENTS WHICH DIFFER FROM THE PROVIDED MEASUREMENTS: We will take back the product from you and inspect the item for any measurement issues if we have suggested the outfit is one size but ends up being sent in another. This is not applicable to in-store purchases as we always encourage try-ons instore for your own peace of mind. If indeed there is a measurement issue from our end with online orders, we will alter the product or send you a new product. 
  4. RECEIVED AN ITEM AND IT DOESN'T FIT BECAUSE I MEASURED WRONG:  No worries. You can ship the item to us and we will alter the product free of cost and send it back to you. However, you will be billed for return shipment charges to ship the product back to you.

Just like most businesses, we don't accept returns or refunds on sale items, discounted items, or custom items i.e an item specifically made for you or specifically altered for you.

For a refund, please e-mail us as soon as you receive the product(s). Our team will need to first verify these issues, so we request you to e-mail images of the error alongside your order # to exoticdesigner@hotmail.com. Our team will work to rectify any issues ASAP for you.

REFUNDS & PROCESSING

  • Returns for store credit will be processed free of charge, while returns for a refund to your original payment method (i.e. credit card, paypal) will incur a handling & processing fee of 10% of your total purchase price to be deducted from the amount to be refunded to you.
  • The customer, will be liable for all return shipping costs/customs charges which may be incurred in the return of the package back to us. 
  • A refund will only be issued once we receive your item for return. We are not liable for packages lost in transit or undelivered by your chosen return carrier. 
  • Original shipping charges are non-refundable. In the event of a 'Free Shipping promotion', standard shipment charges paid from our end will be deducted from the refund amount back to you.
  • Do NOT return any item(s) without prior confirmation from a member of our team. If your return has not been approved by a team member, we reserve all rights to deny your return and your package will be returned back to you at your own cost. 

  • Please note that consumer rights apply to you as much as business rights apply to us. We are not legally obliged to offer refunds or accept returns for in-store or online orders due to change of mind. Change of mind includes that you no longer want the item, you didn't try on the item in-store, it was a gift no longer needed, etc. The full list of change of mind can be found on NZ consumer's website. Our store policy does not allow for change of mind.
  • For in-store purchases, our in-store policy applies which is consistent with that of NZ laws. Beyond that, we are not entitled to refund and we request that these laws be respected by the customer as much as we do.
  • https://www.consumerprotection.govt.nz/general-help/common-consumer-issues/change-of-mind

Just as it is our responsibility to assure that your order reaches you, it is your responsibility to make sure that your return reaches us. For this reason, we ask that tracking information be provided for ALL returns so both sides may keep track on the progress of the return. Please note that we are NOT liable for any courier misdeliveries, courier delays, or customs delays incurred by your chosen courier in delivering your return back to us. We will honour our obligations set under the New Zealand Consumer Guarantees Act.