FAQs

Frequently Asked Questions (FAQs)

Welcome to the Klarza FAQ page. Here you will find answers to common questions about our products, sizing, ordering process, shipping, returns, payments, and customer support.

If your question is not answered below, please contact us at support@klarza.store.

1. Before You Order

Q: What products does Klarza offer?
A: Klarza is an online store offering a curated selection of quality items designed to deliver an exceptional shopping experience.

Q: Are all products, colours, and sizes always available?
A: Product availability may change as our inventory is updated. Available options are shown on each product page.

If a particular item, size, or colour is unavailable, it may be temporarily out of stock or no longer offered.

Q: How can I choose the right product?
A: Before placing your order, we recommend reviewing the full product description, available images, specifications, colour options, material details, and care instructions shown on the product page.

If you need additional clarification before ordering, please contact our support team and we will assist whenever possible.

Q: Will the product look exactly like the photographs?
A: We make every reasonable effort to display our products accurately.

However, colours and appearance may vary slightly depending on screen settings, device displays, lighting conditions, and photography.

Q: Where can I find product measurements?
A: Available measurements and details are shown on the relevant product page where applicable.

We recommend checking the measurements provided on the product page before submitting your order.

Q: How do I find the right size?
A: Please review the size guide and product measurements shown on the product page before placing your order.

If you are unsure which option to choose, email us at support@klarza.store and we will help you based on the available product information.

2. Shipping & Delivery

Q: Where does Klarza ship?
A: Klarza currently ships to residential and commercial addresses within the United Kingdom.

At this time, we do not offer delivery to destinations outside the United Kingdom.

Q: Do I have to pay for standard shipping?
A: No. We offer free standard shipping on eligible orders delivered within the United Kingdom.

Any applicable premium, express, redelivery, or reshipping charges will be clearly displayed or communicated where relevant.

Q: When will my order begin processing?
A: Orders placed before 5:00 PM GMT on a business day will begin processing as soon as possible.

Orders placed after the daily cut-off time, during weekends, or on UK bank holidays will begin processing on the next business day.

Q: How long does delivery take?

United Kingdom

  • Daily Order Cut-off: 5:00 PM GMT, Monday to Friday.
  • Order Processing: 2 to 3 business days.
  • Courier Transit Time: 3 to 6 business days.
  • Estimated Total Delivery Time: 5 to 9 business days.

A: Estimated delivery dates are provided for guidance only and are not guaranteed.

Business days are Monday through Friday, excluding UK bank holidays, public holidays, and holidays observed by Klarza or the shipping carrier.

Q: Which couriers do you use?
A: Orders may be delivered through established UK courier services, including:

  • Royal Mail
  • DPD
  • Evri

The courier is selected based on the delivery destination, parcel size, service availability, and operational requirements.

Q: How do I know when my order has shipped?
A: Once your order has been dispatched, we will send a shipping confirmation email containing your tracking information where tracking is available.

Tracking information is generally sent within 24 to 48 hours after dispatch.

Q: Can I track my order?
A: Yes. You can use the tracking number and link provided in your dispatch email.

You may also monitor your shipment through our Track Your Order page, where available.

Q: What happens if my delivery is delayed?
A: Delivery estimates may occasionally be affected by severe weather, UK bank holidays, increased shipping volumes, transportation interruptions, courier service disruptions, or other events outside our reasonable control.

If your order has not arrived within 3 business days after the estimated delivery date, please contact us at support@klarza.store.

We will review the tracking information and assist you in obtaining an update from the courier.

Q: What should I do if tracking says delivered but I cannot find my parcel?
A: Please first check:

  • Around your property and any designated safe place.
  • With household members.
  • With nearby neighbours.
  • With reception, building management, or concierge staff, where applicable.
  • Any delivery photograph or courier notification.

If the parcel still cannot be located, please contact our support team.

We may request an investigation from the courier before determining the next appropriate step. A refund or replacement is not automatically issued while a courier investigation is ongoing.

Q: What happens if my parcel appears lost in transit?
A: Please notify us so we can begin an investigation with the shipping carrier.

Any refund, replacement, or other resolution will be considered after the courier investigation has been completed and in accordance with our Return & Refund Policy.

Q: What happens if I entered the wrong delivery address?
A: Please contact us immediately if you notice an error in your delivery address.

We may be able to update the address if the order has not yet entered processing or fulfilment. Once the order has been dispatched, we may be unable to change the address.

If a parcel is returned because of an incorrect or incomplete address provided during checkout, additional reshipping charges may apply.

3. Orders & Cancellations

Q: Can I change my order?
A: Please contact us as soon as possible if you need to request a change to your order.

Changes can only be considered before the order has entered processing or fulfilment, and we cannot guarantee that every request will be completed.

Q: Can I cancel my order?
A: Cancellation requests can only be considered before the order has entered processing or fulfilment.

Once an order has been processed, fulfilled, dispatched, or transferred to the shipping carrier, it can no longer be cancelled.

After delivery, you may request a return in accordance with our Return & Refund Policy.

Q: Can I change my delivery address after ordering?
A: Please contact us immediately.

Address changes may only be possible before processing or fulfilment begins. Once the parcel has been dispatched, the delivery address usually cannot be changed.

4. Payments & Checkout

Q: What payment methods do you accept?
A: We accept the secure payment methods displayed at checkout, which may include:

  • American Express
  • Apple Pay
  • Diner Club
  • Discover
  • Google Pay
  • Maestro
  • Mastercard
  • Paypal
  • Shop
  • Union Pay
  • Visa

Available payment methods may vary depending on your device, location, and the payment services currently enabled on our website.

Q: Is checkout secure?
A: Yes. Our store operates through Shopify, and payments are processed through Shopify and trusted third-party payment providers using recognised security measures.

Payment information is handled through secure checkout systems and encrypted data transmission.

Q: What currency do you use?
A: Unless otherwise stated, prices, shipping charges, and order totals on our website are displayed and processed in GBP.

Q: Do I need an account to place an order?
A: You may complete your purchase without creating a customer account where guest checkout is available.

Customers who create an account may be able to manage their details and review their order history more easily.

Q: Why was my payment declined?
A: Payments may be declined because of incorrect card details, insufficient funds, billing-address differences, bank security checks, or payment-provider restrictions.

Please check your payment information or contact your bank or payment provider for further assistance.

5. Returns & Refunds

Q: What is your return window?
A: Eligible items may be returned within 30 calendar days from the date the order is marked as delivered by the shipping carrier.

The item must meet the conditions described in our Return & Refund Policy.

Q: What condition must a returned item be in?
A: To qualify for a return, the item must generally be:

  • Unworn, unwashed, unused, and in its original condition.
  • Returned with all original tags attached.
  • Returned in its original packaging.
  • Returned with any accessories received with the product.
  • Free from signs of misuse, alteration, damage, perfume, makeup, deodorant stains, smoke odour, pet hair, or washing.
  • Accompanied by proof of purchase or a valid Klarza order number.

Q: Who pays for return shipping?
A: If the return is approved because the item arrived damaged, defective, or incorrect, Klarza will cover the return shipping cost or provide suitable return instructions.

If the return is based on a change of mind, incorrect size selection, personal preference, or the item is no longer wanted, the customer is responsible for return shipping costs.

Q: Do you offer direct exchanges?
A: No. We do not offer direct exchanges.

If you would like a different product, colour, or size, you may return an eligible item and place a new order separately.

Q: What should I do if my order arrives damaged?
A: Please contact us within 48 hours of delivery and provide:

  • Your order number.
  • Clear photographs of the item.
  • Clear photographs of the outer and inner packaging.
  • A photograph of the shipping label, where possible.
  • A brief explanation of the damage.

Please keep the item and all original packaging while your request is being reviewed.

Q: What should I do if I receive the wrong item?
A: Please contact us as soon as possible with your order number, photographs of the received item, and a description of the issue.

Once your request has been reviewed and approved, we will provide the appropriate return instructions.

Q: Which items cannot be returned?
A: The following items are generally not eligible for return:

  • Underwear, swimwear, and hygiene-sensitive items where the hygiene seal has been broken.
  • Gift cards.
  • Items marked as Final Sale or Clearance.
  • Items that have been worn, washed, used, altered, modified, or damaged after delivery.
  • Items returned without their original tags, packaging, or included accessories.
  • Products showing signs of misuse, improper handling, perfume, makeup, deodorant stains, smoke odour, pet hair, or washing.
  • Return requests submitted after the 30-day return period.

Q: Are returned items inspected?
A: Yes. Returned items are inspected after they have been received.

We will email you to confirm whether your refund has been approved or declined. Returns that do not meet our stated conditions may be refused.

Q: How long do refunds take?
A: Approved refunds are generally processed within 7 business days after the returned item has been received and inspected.

Your bank, card provider, or other payment provider may require additional processing time before the refund appears in your account.

Q: Where will my refund be sent?
A: Approved refunds are issued only to the original payment method used for the purchase.

Refunds cannot be sent to a different card, account, payment method, or person.

6. Customer Accounts & Support

Q: How can I contact Klarza?
A: You can contact us by email at support@klarza.store, by telephone at +44 141 345 7827, or through our Contact Us page.

Q: How quickly will you respond?
A: We normally respond within 24 to 48 hours during business days.

Our business hours are Monday to Friday, 9:00 AM to 5:00 PM GMT.

Q: Where can I find your store policies?
A: You can review our:

Q: Where can I get more help?
A: If your question is not answered on this page, please visit our Contact Us page or email our support team.

7. Contact Information

8. Connect With Us

Follow Klarza for new arrivals, offers, styling ideas, and updates:

If your question is not answered here, please contact our support team and we will be happy to assist you.