FAQ

Frequently Asked Questions (FAQ)

1. What is Khenalu's return policy?

  • Swimwear: All swimwear sales are final due to health and hygiene reasons. We do not accept returns or exchanges for swimwear items.
    • Exchange Window: You have 7 days from the date you receive your order to request a size exchange.
    • Notification Period: Please contact us within 3 days of receiving your order to let us know you’d like to make a size exchange.
    • Availability: Exchanges are subject to stock availability. If the size you need is sold out, we’ll issue a store credit for the item’s value (excluding shipping).
    • Final Sale: We do not offer refunds for swimwear — only size exchanges or store credit.
  • Clothing: Clothing items can be returned or exchanged within 14 days of receipt. The items must be in their original, unworn, and unwashed condition with all tags and packaging intact. Please contact us at info@khenalu.com to initiate a return or exchange.

2. How do I know which size to choose?

  • We provide a detailed size guide on each product page to help you choose the right size. If you need additional assistance, please refer to our size guide or contact our customer service team for personalized help.

3. How long will it take to receive my order?

  • Standard Shipping: Typically [5-7 business days].
  • Expedited Shipping: Typically [2-3 business days].
  • International Shipping: Typically [7-14 business days], depending on the destination. Please note that international orders may be subject to customs duties and taxes.

4. Can I modify or cancel my order after it’s placed?

  • Once an order is placed, we are unable to make changes or cancellations. Please review your order carefully before completing the purchase.

5. What should I do if I receive a damaged or incorrect item?

  • If you receive a damaged or incorrect item, please contact us within [7 days] of receiving your order. Provide your order number and photos of the damage or incorrect item to help us resolve the issue promptly. We will offer a replacement or issue a refund as needed.

6. How do I track my order?

  • Once your order has shipped, you will receive a shipping confirmation email with a tracking number. You can use this number to track the status of your shipment through the carrier’s website.

7. What payment methods do you accept?

  • We accept various payment methods including credit/debit cards (Visa, MasterCard, American Express), PayPal, and other payment options as listed at checkout.

8. Do you ship internationally?

  • Yes, we offer international shipping to select countries. Shipping costs and delivery times vary based on the destination. Please note that international orders may be subject to customs duties and taxes, which are the responsibility of the customer.

9. How do I contact customer support?

  • You can contact our customer support team via email at info@khenalu.com, or by visiting our contact page for more information.

10. Where can I find information about new arrivals and promotions?

  • To stay updated on new arrivals, promotions, and other news, sign up for our newsletter or follow us on social media @khenalu. You can also check our website for the latest updates.