Khaadi customer service — professional, detailed guide

Overview and context

Khaadi was founded in 1998 by Shamoon Sultan and has grown into a multi-channel retail brand headquartered in Karachi, Pakistan. The company sells apparel, accessories and homeware through brick‑and‑mortar stores, a franchise network and an e‑commerce platform (official website: https://www.khaadi.com). Understanding how Khaadi structures customer service helps customers resolve issues faster and lets merchants design consistent, evidence‑based escalation paths.

This guide focuses on practical, actionable details: how to contact the right team, what documentation speeds resolution, realistic timeframes for shipping/returns, and escalation steps that work in practice. Where figures are approximate (for example retail price bands or typical delivery windows) they are presented as operational baselines you can use when planning a return, exchange or dispute.

Contact channels and how to choose the right one

Khaadi supports customers through multiple channels; the single source of truth for current local phone numbers, store addresses and opening hours is the Contact/Store Locator page on khaadi.com. Use the website to select your country and city — local numbers, store addresses and official social handles are published there and updated frequently.

In general, choose your channel based on urgency and evidence: use live chat or the helpline for immediate order‑status or delivery queries; use the contact form or email for return/credit requests where you must attach photos or invoices; visit a store for fittings, alterations or immediate exchanges when stock is available. Expect an initial acknowledgement within 24 hours and a substantive response within 3–7 business days for non‑urgent email/form submissions.

Primary contact channels (how to use each)

• Official website (https://www.khaadi.com) — use “Contact Us”, “Help” or the store locator for country‑specific phone numbers and store addresses; attach photos and order invoice when submitting a request through the form.
• Live chat / in‑app support — best for real‑time delivery updates, missing items or payment status; have your order number and delivery address ready to shorten handling time.
• Social media (Instagram, Facebook, X) — effective for escalation or urgent visibility; include order number, brief issue and a link to the order page or screenshot of invoice in the first message.
• In‑store visit — ideal for fittings, immediate exchanges (subject to availability) and paid alterations; bring original tags and invoice and expect staff to verify SKU/size before acceptance.

Returns, exchanges and refunds — actionable steps

Exact return policies (time limits, eligibility, refund method) are published per country and per product category on the Khaadi website and on the invoice that accompanies each order. Typical industry practice — which many retail chains follow — is a condition‑based return window (for example 7–14 days) and requirement to return items in original condition with tags. Always verify the product category (ready‑to‑wear, lawn, embroidered, sale‑item) because sale/clearance items sometimes follow different rules.

When preparing a return or exchange, document everything immediately: take date‑stamped photos of defects, keep original packaging, and preserve the courier’s tracking number. If you require a refund rather than an exchange, confirm whether refunds are processed to the original payment method and how many business days the bank or payment provider requires (typically 3–14 business days after Khaadi initiates the refund).

What to include in a return/exchange request

• Order number and order date (e.g., ORD‑1234567), SKU or product code, and exact item name as shown on the invoice.
• Clear, time‑stamped photos: full item, close‑ups of the defect or discrepancy, and a photo of the invoice/packing slip showing date and order number.
• Preferred resolution: exchange (size/colour), replacement, repair or refund — state whether you want store credit or bank refund and provide bank details only if Khaadi requests them via the official secured channel.
• Delivery/return availability window (specific dates) and any urgency (event date, travel schedule) so customer service can prioritize appropriately.

Shipping, tracking and international considerations

Domestic shipping windows for retailers like Khaadi typically span 2–7 business days depending on city and service level; express options are usually available at an additional fee. International shipments commonly range from 7–21 calendar days, with variability due to customs clearance and local courier handovers. Always check the estimated delivery date at checkout and retain the courier tracking number sent by email or SMS.

For international buyers, be aware of potential import duties, VAT and brokerage fees that are not included in the product price. Khaadi’s checkout should indicate whether an order is shipped DDP (delivered duties paid) or where duties are payable by the recipient; if in doubt, confirm via the support channel before placing a high‑value order to avoid surprise costs on delivery.

In‑store services: alterations, repairs and product care

Khaadi stores often provide basic alteration or tailoring guidance, but paid alterations and extensive repairs may be handled by third‑party tailors or an in‑house alterations desk depending on the location. If you require alterations at the time of purchase, request a note on your invoice and confirm the expected turnaround (usually 3–10 business days for simple alterations).

For delicate textiles (lawn, hand‑embroidered or zari work) follow the brand’s care labels; Khaadi typically provides washing/care instructions on the label and online product pages. If a product shows workmanship defects within a reasonable period after purchase, document the defect and contact customer service immediately — many brands treat such cases differently from customer‑requested alterations.

Escalation, documentation and consumer rights

If an issue is not resolved to your satisfaction within the vendor’s stated timeframe, escalate using a documented pathway: (1) request a written update from the agent handling your case; (2) ask for a supervisor or regional manager contact; (3) lodge a formal complaint through the website’s feedback form and copy your correspondence to the brand’s verified social channels to create visible escalation. Keep all correspondence, timestamps and photos in a single folder to support any dispute or chargeback claim.

Country‑specific consumer protection avenues are available if commercial escalation fails. For example, in Pakistan customers can refer unresolved retail disputes to provincial consumer protection authorities or small claims forums — check local regulations and preserve transaction evidence. In international markets, use local consumer ombudsmen or your payment provider’s chargeback window (credit card chargebacks typically require action within 60–120 days depending on the card network).

Who owns Khaadi?

History. Khaadi was founded in 1998 by Shamoon Sultan, and the first store was opened in Zamzama, Karachi in 1999. Khaadi was originally a handwoven clothing brand. The brand then expanded to multiple stores within two years of its inception and introduced multiple product lines.

How to do Khaadi return?

You can register returns online by simply following the steps below: Click on the Return portal https://returns.khaadi.com/. Enter your order number and postal code to log in. Select the item(s) you wish to return along with the return reason.

How do I contact Khaadi customer care?

0800-74007
Call us 0800-74007 or reach us by email at [email protected].

How do I contact Basma customer service?

If you didn’t absolutely love your purchase from BASMA Beauty and would like to do an exchange or return, please email us at [email protected].

How long does Khaadi take to refund?

7-14 business days
In case you do not receive an email, please contact us at [email protected]. Additionally, allow an extra 3 business days for the refund to be processed. Please note that the refund amount may take 7-14 business days to appear in your account, depending on your bank.

What are the weaknesses of Khaadi?

Weaknesses: 1. Limited Expansion: Khaadi’s global footprint remains relatively constrained in comparison to the growing demand for its products. The company’s slower pace of expansion may limit its ability to capture new markets and customers. 2.