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FAQs

What currency are the prices do I see in the site? 
All prices are in GBP. We ship worldwide.  
 
I just placed an order, when will it ship? 
We try our best to ship items as fast as we can. Please allow 3-5 days production time for your order to ship out, average shipping times are 5-7 working days also depending if item in stock. Tracking numbers will be updated 3-5 days after your order has been SHIPPED. If you don't have a tracking number after 7 business please contact our customer service team . 

I am not in love with my order, can it be returned? What if there is an issue?

We offer a 100 % money back guarantee, if the product is defective or damaged. We give you 15 days to send it back to us for a full refund. You must ship it back at your own expense, once we have received the product we will refund the full amount of your original purchase. Please Include all a name and order number on the returned parcels. Please note: In order to refund , do not remove labels, tags or use the garment/product.  

Can I cancel my order? 
You are able to cancel your order with no penalty! You must cancel your order before it ships within 24h of your original purchase. If the item is already sent please use our easy return system to get a full refund. 
 
I have entered an incorrect address what do I do now? 
If you have miss spelled or auto filled in a incorrect address, simply reply to your order conformation email and confirm. Once you double check if the address given is wrong kindly notify us by contact us form . If the given address is wrong we can change the address to the correct one within 24 hours. No refund will be given after the 24 hours of incorrect submission.  
 
How long does shipping take? 
Shipping times vary as we do ship worldwide from different fulfilment centres based on your location. The average shipping time is 5-7 business days depending of the country you order and if item in stock , we do offer also express delivery.

What is Pre Order ? Pre Order service means that you can place order for item before come to our fulfilment centre , before we launched on our online shop.  

For custom Atelier service of our Couture Bridesmaids Bridal Collections , please do contact us before to design your unique garment and make your moment magical .  

To become KHLOÉNOVA Independent REP Influencer Brand Ambassador / Distributor / Franchisee please fill our form on the respective page where you can find also other helpful information.      

I have a question that wasn't answered, can you please help? 
 
Absolutely! Please send us your enquiry on the contact us form and we will be happy to assist you in any way we can. We do receive a large number of emails, If you wish to get a prompt response please attach your order number and address the problem clearly. 

KHLOÉNOVA Team


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