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FAQs

Common questions

 

How do I place an order?

 

Select a category - Choose the product of your choice – Select colour if applicable – Select correct size - add to trolley.

Create an account by registering or you can also proceed by entering your email id Note: if you register with us you will get the following benefits: - speedy ordering process -allows us to keep you informed about your orders, offers and refund through email – also information on our points scheme and points accrued.

Carefully enter your shipping address

If applicable enter Voucher/Discount coupon code.

Check the final price including Shipping charges where applicable. Select payment option XXXXXXXXXXXXXXXXXX

You will now receive a confirmation email and a SMS (if mobile is provided), from kapray.com
You can check order history in ‘My Account’ when registered to kapray.com.

Didn’t receive any communication? OR Facing Issues while placing order? OR Website hung up at the payment page? OR Order was not successful? You can always place your order over phone.  Please leave a message if where busy and one of our customer support team will contact you back.
 


 

How will my order be delivered to me?

 

Your order would be delivered through one of our reliable courier companies to your doorstep
 


 

How long does it take to deliver?

 

Well, mainly depends on where you live. We aim to dispatch goods within ONE to TWO working days of receipt, but please allow THREE to FOUR working days for delivery as the courier may take longer depending on which part of the UK or the world you live in. If you live in mainland UK, you should get your goods within a day or two. If you live in highlands or islands then the time for delivery may increase and may vary depending on how far away you live from mainland UK. Delivery timings are generally between 8am to 6pm.
If you do not received your order within 7 days please contact the Kapray.com by email/phone with your order number.
All delivery times are estimates and cannot be guaranteed.  Even if next day delivery is requested.
 


 

How much are delivery charges?

 

All purchases made over £50.00 include free 1st class delivery.  We also offer signed for at £0.00 and special delivery £0.00
 


 

How will I know if order is placed successfully?

 

Once your Order is successfully placed, you will receive a confirmation over email or text message from kapray.com. This mail will have all the details related to your order. Order details can also be viewed at My Account.
 


 

Do you take orders over phone?

 

In circumstances you have difficulty in using our site, or prefer to talk to our team and purchase goods over the phone you may contact us by email on hello@kapray.com and one of our team will be happy to call you back.

 


 

How do I check the status of my order?

 

Your order status is updated to you via emails and SMS at every step. Once your order is placed you would receive an email/SMS with your order details. Again after your order is dispatched we send you an SMS with your tracking details. If you don't see any updates. In case of any unforeseen event and you don’t receive a confirmation either by email at hello@kapray.com and one of our friendly team will reply within 24 hours.
 


 

What happens if an Item I have ordered is out of stock?

 

All items are subject to availability. Generally, if an item is showing on our website then it is available to order. However, during busy periods we may be in a position where we cannot supply an item or there may be an unexpected delay in despatch. If this is the case, we will let you know as soon as possible. If it has not been possible to reach you we may send out the remaining order and refund the missing item.
 


 

Can I cancel my order?

 

If you wish to cancel your order, get in touch with our customer service team as soon as possible with your order number. As long as your order has not been dispatched we can cancel it and refund your amount.

If your order has been dispatched but yet to be delivered, please do not accept delivery and contact Customer Care to inform them of the same. In case of Prepaid orders Refunds will be processed as per our Return policies. Any Kapray points used in the purchase of the Order will be credited back to your account.
In rare cases when we are unable to deliver the product in spite of repeated attempts at the shipping address, goods will be returned to us where we will deduct the cost of postage whether charged or not.  The remaining cost of the product will be refunded back to the customer.
 


 

I got a confirmation call for my order. Why is that?

 

All our customers receive a courtesy call to confirm the goods have arrived in one piece and that the product supplied are to their satisfaction.  You may also receive a call if goods of a large quantity are made to prevent fraud.
 


 

Do you allow exchanges?

 

Have you ordered a size too small or too big? No problem! We offer exchange for our customers too.  Please read up our exchange policies for details.
 


 

Can I add an item to my order after I have placed my order?

 

Unfortunately no, however you can simply place another order.

 


 

How do I care for my Garments?

 

All majorities of our items are hand embroidered and therefore fragile in their usage. From time to time beading may become displaced and this is not regarded as a fault but is due to the nature of the work. These garments should be worn with care and are mainly for special occasion wear.

Please ensure that Heavy embroidered items are Dry Cleaned only.  More casual items should be washed separately in cold water and thoroughly rinsed. Please note that due to hand dyeing methods used the colours are not guaranteed. We cannot be liable for any damage to your garments due to not complying with the washing instructions given.

It may not be possible to give full instructions on each garment therefore the above is a guideline of washing, if in doubt Dry Clean only.
 


 

Who can I contact if I have questions which are not listed?

 

If you haven’t found the answer that you’re looking for within these FAQs, the team at our UK based office will be happy to answer any questions you may have. Just call 07796547857 24 hours a day.  If there is no answer, please leave your name and contact details and someone will call you back.