FAQs

Am I able to return my item?

ALL SALES ARE FINAL (no exchanges, refunds or credits)

If you have received an item that is defective or damaged we will replace it with the same/similar item unless the product is no longer available. If the product is no longer available we can offer you a store credit for the full amount paid. We must be notified within 7 days of delivery of your item via email at info@kaftanated.com .

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PLEASE CONSIDER THIS BEFORE YOUR PURCHASE! 

I live in Scottsdale/Phoenix/Van Nuys/West Hills, can I pick up my order or drop off my return?

No, we only permit employees to go to our warehouse and all others will be sent away. In person purchases or returns are never allowed.

 

I placed an order but forgot to apply a discount code. Can I be refunded the difference?

Unfortunately, we are unable to apply discount codes to orders that have been placed or refund customers the difference. The code you receive for being a first time customer does not expire and can be used only once for any future orders.

What is your shipping time? I live in ____.

The shipping time depends on the rate chosen during checkout. Please keep in mind that we have a processing time of 1-4 days excluding weekends which applies to all rates of shipping. 

If I place an order today can I receive it by ____?

We can not guarantee shipping times since we use a third party (US Postal Service, DHL,etc). Our processing time is 1-4 days and is additional to the shipping rate chosen during checkout. 

I placed my order yesterday and still have not received a tracking number, what is going on?

We do have a processing time of 1-4 days, excluding weekends and major holidays. If your order was placed on a Saturday you may receive your tracking number as soon as Monday or as late as Thursday. Your confirmation email should be received immediately once your order has been placed.

The items I purchased do not fit. Can I exchange them?

Unfortunately, we do not offer exchanges at this time and since all items are final sale they cannot be returned. * Please review kaftan measurements in the description section of each item before placing order.

 My order was marked delivered but I have not received it yet.

Sometimes packages can be marked delivered early. We ask that you wait 2 days and check with your neighbors or anyone living with you to confirm no one has received it. If you still have not received your order please file a claim with the carrier and once you receive your claim number send an email to our support team at info@kaftanated.com so that we can assist you. 

 I placed an order and still have not received a confirmation email.

There may be a typo in the email address provided during checkout. Please contact our support team at info@kaftanated.com and provide the name and address associated with your order to help us locate you in our system.  Please include the correct email address as well to receive your duplicate confirmations and shipping emails.

 

Can I add or remove items from my order?

At this time, we cannot add or remove items. If there are additional items you would like to receive you will have to place another order for them. If you would like items removed you contact our customer support team at info@kaftanated.com immediately. If your email is received before the order has been processed, items can be cancelled (or replaced based on inventory).

I placed two separate orders, can I combine them?

If you would like multiple orders combined, contact our customer support team at info@kaftanated.com immediately. If your email is received before the order has been processed, items can be combined.

My order came after I needed it. Can I be refunded for shipping?

We get orders out as fast as we can and use third party couriers to deliver our orders. Since we use third party couriers, we are unable to guarantee delivery dates. The shipping charge is a nonrefundable fee that is paid to the carrier.

I placed an order with Express shipping and it has been 2 days and I have not received it. 

We have a processing time of 1-4 days excluding weekends that is separate from the shipping rate you choose during checkout. Your order will be sent with the 1-2 day rate chosen.

 

I returned items that I purchased with a discount code and paid using ShopPay. I received store credit but I would like a refund so I can stop making payments. How can that be done?

Since you applied a discount code you are only eligible for store credit, per our policy. You will have to continue paying your balance with ShopPay until it is paid in full. Alternative payment method are not excluded from store policy.

 I received my order but I am missing an item. 

If this happens, please send an email to our customer support team at info@kaftanated.com and provide us with your order number and the name of the missing item.

 I am trying to place an order with a discount code but it is not working. Why is that?

Discount codes can’t be applied to sale items or if there is a promotion active on our site.