Frequently Asked Questions (FAQ)
Ordering from our website is pretty simple just follow the steps as the below:
- Select and click the products that you are interested in. Point your mouse on the photograph to zoom in and see the detail of the products.
- Enter size, height (without wearing shoes on) and quantity of the item clothing.
- Select the item of clothing and click "Buy Me" to add it to your basket. Depends on how many items you want to order, you can either continue shopping or checkout to finalize the order.
- Enter coupon code (if available) to get a discount. You can find coupon code at the home page
- If you have a request or special customization on your order such as change style, color or anything else, please fill in your request in “Note to seller”
- Fill in your shipping information and confirm the order.
- You will receive an email containing invoice of order.
- Click "Pay Now" to proceed with the payment.
- After the payment is settled, you will receive confirmation email( max 12 hours ). At this point, your order will be processed and within 10 business days you will receive your beautiful kaftan. As simple as that, Queens.
- Are your kaftans ready-made or custom-made?
All of the kaftans are ready-made, Queens! Upon you settle the payment, we only need add a little bit final touch of your order items, perform quality assurance and ensure everything looks stunning.
- Are your kaftans have a good stretch and what are the kaftans made from?
Yes Queens! All of our kaftans are absolutely stretchy! Only those premium quality materials are selected ( Spandex & Velvet ), we are very careful and diligent in selecting good materials. Fyi, our model you see in all over the instagram usually wearing medium size kaftan. Yet, in some occasions, the small size one does fits her too. In the case you want your kaftan have a hug/tight fitting, we suggest you to order one size down. Similarly, if you want your kaftan just fits to your body, then just order based on your actual size.
- The beads attached on the kaftan are so lovely. Are they purely handmade ones?
Of course Queens! They all are truly handmade and no machine is involved in the making of the beads.
- Do you have a size guide for your kaftan?
Yes love! To accommodate the needs of our customers around the globe, we provide a detail size guide for you as a reference. You can access it HERE in our website.
- DO YOU CARRY PLUS SIZES?
Yes dear, we can provide wide range size of kaftans including plus size too. Please check out our SIZE GUIDE for the details!
- When i order from the website, it has height options. What does it mean?
With the height option given by the customer, it will help us to determine what is the best design that suit to your body. Please enter it based on your actual body height and without heels on it, dear. For instance, if your body height is 5'5 " then please enter exactly 5'5". We understand very well that women do love high heels. We will anticipate this by adding few inches for the heels ( usually 3 inches ). Therefore, ladies you dont have to be worried that your dress will be too short or too long either. This the way how we care and comprehend our customers needs.
- WHAT ARE THE FORMS OF PAYMENTS ACCEPTED?
We accept Paypal and major credit cards.
- HOW DO I KNOW IF MY PACKAGE HAS been shipped?
Once you place an order, you will receive a confirmation email which contains the detailed information of the order items. After the order has been processed and sent to logistic provider, we will notify you the shipment number thourgh email and SMS. You can right away track them online. We ship our packages through different carriers, depending on your package and location (Aramex,Fedex and DHL)
- DO YOU SHIP INTERNATIONALLY?
Kaftan Citra proudly serves customers from all over the world! By all means, we offer international shipping. The default pricing on our site is in USD, the conversion rate depends on your issuing credit card company used on the transaction.
- WHEN WILL I RECEIVE MY ORDER?
Upon placing the order, we will need 10 days to give your dress final magic touch. Standard shipment should be delivered within 5 - 7 business days following order confirmation. Please allow up to 14 - 20 days until you get your beautiful dress, Queens.
- MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT.
Shipment/tracking number is available inside the confirmation email, which allows customers to track their shipment. In the case the tracking information states that the items have been delivered but you have not received yet, please check around your neighborhood in case they received it by mistake. Cross check with your family, roommates, etc. in the event they received it on your behalf. The package may also have been left with property managers or an apartment office.
We strive to ensure your order is safely delivered, but we don't hold responsibility for the shipment lost in transit. However, we will assist you to file a claim on your behalf to the logistic provider.
All returned items must be as good as in the original selling condition (no perfume applied, no stains attached, unwashed, and no defect) and with all labels intact.
All returned items are not in the category of ON SALE items or Custom made.
The charges of shipping, tax as well as handling fees are not NON-REFUNDABLE. Please note that all return cost is not borne by (us) Kaftan Citra and will be charged at your own cost.
We don’t indemnify for the incorrect size or length of the purchased items.
Once the return has been received and approved, we will notify you a confirmation email or SMS indicating that the refund will be transferred into your PayPal or bank account within a few days. Please note that the duration of the payments is depends on your associated bank.
Customer satisfaction is our first priority, we want you to be completely happy with the purchase every time you shop with us.
Should you feel dissatisfied, for example if the style of the dress is not as expected, we will gladly exchange it or give you a refund. Send us an email and give us feedback why you dont like the dress. We will reply your email and give the address of our warehouse where you should return the dress. Upon receiving returned dress, we will proceed your claim provided the condition of the dress meet our policy
- Does Kaftan Citra offer wholesale discounts?
Yes we offer wholesale. Our minimum wholesale order is 6 pieces and maksimum is 12 pieces. The great thing from wholsale order is you can mix-up the pieces and also get free of charge shipping. Add 6 to 12 pieces to your cart, and get the discount upon the check out. Try it, Queens! Notes : We are sorry, at this time, wholesale is only available to US and UK customers based.