Frequently Asked Questions
If your question is not answered below, email us at hello@khylan.com and we will get back to you within 24 hours.
Orders and delivery
How long will my order take?
Orders are processed within 1 to 2 business days, and delivery takes a further 5 to 7 business days. That is 6 to 9 business days in total from placing your order. Full details are on our Shipping Policy page.
How much is delivery?
Delivery is free on all UK orders. The price you see at checkout is the price you pay.
Where do you deliver?
We currently deliver within the United Kingdom only.
Can I track my order?
Yes. You will receive an email with your tracking number once your order has been dispatched. You can also follow it on our Track Your Order page.
I have not received my tracking email.
Check your spam folder first, as it sometimes ends up there. If it is not there, email hello@khylan.com with your order number and we will resend it.
Can I change my delivery address after ordering?
Contact us as soon as possible on hello@khylan.com. We will change it if we can, but once an order has been dispatched we are unable to redirect it.
My order has not arrived.
If it has been more than 10 business days since dispatch, email us with your order number and we will look into it for you.
Returns and refunds
What is your returns policy?
You have 14 days from receiving your order to tell us you would like to return it, and a further 14 days to send it back. Full details are on our Returns and Refunds page.
How do I return something?
Email hello@khylan.com with your order number and the items you want to return. We will reply within 24 hours with instructions and the return address. Please do not send anything back before contacting us.
Who pays for return postage?
If you have changed your mind, you cover the cost of sending the item back. If the item is faulty, damaged or not what you ordered, we cover it in full.
How long does a refund take?
We process your refund as soon as your return reaches us. Your bank or card provider then takes a further 3 to 5 business days to make the funds available.
Do you offer exchanges?
We do not offer direct exchanges. Return your item for a refund and place a new order for the size or colour you want.
My item arrived faulty or damaged.
Email us with your order number and a photograph of the issue. We will arrange a return at no cost to you and sort out a refund.
Sizing and products
How do I know what size to order?
Every product page includes a size guide with measurements, and a fit note explaining whether the item runs true to size. If you are between sizes, the fit note will tell you which way to go.
What size are your shoes in?
All footwear is listed in UK sizes.
Will the colour look the same as on screen?
We photograph our products as accurately as we can, but screens vary. Colours may look slightly different in person.
Payment
What payment methods do you accept?
Visa, Mastercard, American Express, Diners Club, Discover, Shop Pay, Apple Pay, Google Pay and PayPal. See our Payment Policy for details.
Are your prices in Pounds?
Yes. All prices are shown in Pounds Sterling and include UK VAT where applicable.
When will I be charged?
Payment is taken at the point your order is placed.
My payment was declined.
Check your card details and available balance, then try again. If the problem continues, contact your bank or email us.
Contacting us
How do I contact you?
Email hello@khylan.com or call +44 7853 300272. We are available Monday to Friday, 9am to 6pm (GMT), and reply to emails within 24 hours.
Company details
Store name: KHYLAN
Company name: Redline Commerce LLC
Registration number: L26000398236
Address: 7901 4th St N #35152, St. Petersburg, FL 33702, United States
UK warehouse: Bldg 2, 3 Mosley Rd, Trafford Park, Stretford, Manchester M17 1NB, United Kingdom
Email: hello@khylan.com
Phone: +44 7853 300272
Customer Service Hours: Monday to Friday, 9am to 6pm (GMT). Saturday and Sunday closed.