Purchase, Exchange & Cancellation Policy

At House of Ksara (HOK), every piece is crafted with care and attention to detail. We understand that bespoke and limited-edition garments may sometimes require small adjustments. While we do not offer returns, we are happy to support you through our Purchase, Exchange & Cancellation Policy outlined below.

Cancellation Policy

At House of Ksara, every garment is a labour of love — thoughtfully designed, handcrafted, and often created in close collaboration with you. For our made-to-order and bespoke pieces, we invest significant time even before an order is placed — engaging in creative consultations, exploring design directions, sourcing fabrics, and refining details to bring your vision to life.

Given the personalised nature of this process and the craftsmanship involved, we are unable to accept cancellations once an order has been confirmed.

We understand that circumstances may change — such as event postponements or cancellations — and you may have second thoughts. However, we encourage you to view your House of Ksara piece as a timeless investment that can be styled and cherished for many occasions over the years. Each creation is designed to transcend trends and remain a beautiful expression of your individuality.

Exchange Policy

  • Made-to-order and customized products are non-exchangeable. However, minor alterations can be arranged as per the terms below.
  • Blouses, and products on sale are non-exchangeable.
  • We offer a 3-day exchange policy for eligible ready-to-wear items purchased only through our website. Each product is eligible for a one-time exchange in a different size of the same style. Subsequent exchange requests for the same order will not be accepted.
  • Exchanges are subject to availability of size and quality inspection upon receiving the returned product.
  • The product must be returned in its original condition, with all tags, labels, dust bags, boxes, hangers, and any complimentary items intact, as applicable.
  • Garments must be unworn, unwashed, and unaltered. Items showing signs of wear, use, damage, or stains will not be accepted.
  • Exchange requests must be initiated within 3 days of delivery, and the product must reach us within 7 working days thereafter.

Alterations

  • Ready-to-wear and made-to-order garments are eligible for minor alterations to ensure a perfect fit.
  • Alteration requests can be made within 7 days of receiving the product.
  • The shipping cost for sending the product to and from our studio will be borne by the customer.
  • Alterations are subject to feasibility based on the garment’s design and construction.
  • In cases where alteration is not feasible, we may offer guidance or a paid service for significant adjustments.

Order Changes, Disputes & Payments

At House of Ksara, each order enters our production or fulfillment process immediately upon confirmation. As such, we are generally unable to accommodate any change requests once an order has been placed.

In exceptional cases, if a client wishes to request a modification, we may review the request on a case-by-case basis and, where possible, try to accommodate it — strictly at our discretion and subject to the stage of production and availability of materials. Please note that acceptance of such a request is not guaranteed, and additional costs or extended timelines may apply.

In the event of any change request, dispute or pending clarification on an order, production and dispatch of the affected item(s) will be temporarily put on hold until the matter is resolved and written confirmation is received from the client. Accordingly, delivery timelines will be proportionately extended to cover the duration between the initiation and closure of the issue.

Payments for In-Store / In-Person Orders:

For all in-store or in-person bespoke orders, a minimum advance of 50% per item is required and held against the total order value.

In case of part shipments, the balance payment for the items due for dispatch must be completed prior to delivery, and an advance of 50% will continue to be held against the remaining pieces in the order.

Exchange Procedure

You can initiate an exchange or alteration request through any of the following ways:

  1. Via Email:

Write to us at admin@houseofksara.com with your order number, reason for exchange/alteration, and clear images of the product.

  1. Via Website:

Log in using the same email ID used during purchase, go to your Order History, and select the Exchange/Alteration Request option.

  1. Shipping:
    • Once your request is approved, you will receive the return address and instructions by email.
    • Please ensure the product is securely packed to prevent damage during transit.
    • HOK will not be responsible for any damage or loss during return shipping.
  1. Inspection & Processing:
    • Upon receiving your item, our team will inspect it for quality and eligibility.
    • You will be notified of acceptance or rejection within 5 working days of receipt.
    • Approved exchanges will be processed within 7–10 working days and product delivery timeline will be informed to you.

General Terms

  • HOK reserves the right to reject any exchange or alteration request if the item does not meet the stated conditions.
  • Products rejected during inspection will be returned to the customer at the original shipping address.
  • No monetary refunds will be issued under any circumstances. Value adjustments, if applicable, will be credited to the HOK Wallet or original payment method as per our discretion.
  • Any discounts, shipping waivers, or offers availed at the time of purchase will be adjusted accordingly.
  • Complaints regarding missing, damaged, or incorrect items must be raised within 48 hours of delivery.

We’re Here to Help

If you have any questions, concerns, or special requests, please contact us at admin@houseofksara.com