FAQ - Frequently Asked Questions | KHY by Kylie Jenner – Khy

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FAQs

WHERE CAN I BUY KHY? Plus Minus

Khy is exclusively sold online at khy.com.

Why did an order in my cart become unavailable during checkout Plus Minus

Due to the exclusivity of our collections, items in your shopping cart are not reserved. As a result, items in your cart may sell out before you complete your order.

In the event an item is no longer available, you can sign up to receive a back in stock email on the product page.

WHAT ARE THE PAYMENT OPTIONS? Plus Minus

We accept the following payment methods (availability may vary by location):

Credit Cards Visa, MasterCard, American Express, and Discover. Payment is authorized at the time of purchase and captured once your order ships.

PayPal You’ll be directed to log in and review your payment details on PayPal’s site before completing your order. Once confirmed, you’ll be redirected back to khy.com. Be sure your PayPal shipping address is current, as we’ll ship to the address provided there.

Shop Pay Shop Pay lets you complete your purchase quickly and securely by saving your payment and shipping information. Be sure your shipping address is current, as we’ll ship to the address provided there. If eligible, you can also choose to pay in installments.

Klarna Buy now, pay later with Klarna. Select Klarna at checkout to split your purchase into payments. You’ll be guided through their approval process during checkout.

AfterPay Buy now and pay later with AfterPay. Choose AfterPay at checkout to split your total into 4 interest-free payments. You’ll be guided through the approval process during checkout.

Google Pay For a faster checkout experience, you can use Google Pay where available. Make sure your shipping and payment info is up to date in your Google account.

Cash App Pay Pay directly with your Cash App account. Select Cash App Pay at checkout to complete your purchase securely.

CAN I MAKE CHANGES TO MY ORDER? Plus Minus

Due to the volume of orders, we are unable to make any changes to the items in your order after it has been placed. This includes order modifications, cancellations, and address changes.

If you'd like to add another item to your order, please place a new order for the item.

CAN I CANCEL MY ORDER? Plus Minus

We are unable to change or cancel an order after you've placed it. If you have placed an order in error, you can return your order once received.

Returns are subject to a return shipping fee, which will be deducted from your refund.

WHY WAS MY ORDER CANCELED? Plus Minus

It is possible that your order may be canceled during high-volume periods due to inventory selling out. If your order is canceled, all charges will be automatically refunded. We recommend signing up for our waitlist for the sold-out item.

To ensure your security, we take additional steps in verifying the details of your order. If you receive a cancellation notification, please contact support@khy.com for more information.

CAN I CHANGE MY SHIPPING ADDRESS? Plus Minus

Once an order is placed, the shipping address cannot be changed. We will only ship to the shipping address entered when the order was originally placed.

WHEN WILL YOU RESTOCK? Plus Minus

Please click "Join the Waitlist" to receive a notification when a product is back in stock.

You may also sign up for email notifications and/or text messages to be notified of any restocks or new product launches.

Why have prices increased on some KHY products? Plus Minus

Since our launch, Khy’s mission has always been to redefine the modern wardrobe by delivering access to incredible fashion to our customers.

Due to recent changes in global trade rules and tariffs, our operating expenses have increased. In order to continue offering you the product and quality you’ve come to expect, a price adjustment will go into effect on April 18, 2025.

We are deeply committed to minimizing the impact of these global changes to you, and our team is hard at work identifying efficiencies wherever possible. We will continue to monitor the situation and remain dedicated to providing you with the product you know and love.

Thank you so much for your continued support of Khy, we can’t wait to show you what’s next.

WHEN WILL MY ORDER SHIP Plus Minus

Orders are processed as quickly as possible, pending item availability and payment approval. Due to the exclusivity of our collections, we expect high volumes. You will receive an email notifying you of your tracking information when your order has been shipped.

Most orders placed Monday through Friday (excluding holidays) will be processed and shipped within 2-3 business days. Weekend orders will begin processing on Monday.

Certain products may have longer processing times. These will be noted on the product and cart pages.

WHAT IS YOUR SHIPPING POLICY? Plus Minus

Orders may take up to 2 business days to process before shipping.

We offer free standard shipping on U.S. orders over $150

We have the following shipping options available in the U.S.

Standard Shipping - 4 to 6 business days: $8

Expedited Shipping - 3 business days: $19

Priority Shipping - Order by 10 am PST. Delivery in 1 to 2 Business Days: $28

Please note: orders shipping to APO/FPO address, Hawaii, or Alaska may experience extended delivery timeframes.

WHERE IS MY ORDER? Plus Minus

Once an order is placed, please allow 2-3 business days for the order to be packed and shipped from our warehouse. Upon shipment, you will receive an email with your tracking information so you may track the package online. Please allow up to 7 business days for the package to arrive to you from the day your order is shipped.

HOW CAN I TRACK MY ORDER? Plus Minus

You can track your order through the [tracking page](/content/pages/tracking "https://www.khy.com/pages/tracking"/index.html) or with the link in your shipment notification email.

You can also log in to your account on khy.com to view your order status. Please note that orders with multiple items may arrive in separate shipments.

WHAT IS SEEL INSURANCE? Plus Minus

Seel Package Protection is a service that offers protection for your Khy order. When you add Seel Package Protection at checkout, you can easily file claims for lost, stolen, or damaged packages. Depending on the situation, you may be eligible for a reorder or refund.

If you encounter a delivery issue with your Seel protected package please contact support@khy.com or visit the Seel claims portal within 90 days to utilize this coverage. Porch Piracy or damaged, must be reported within 7 days from the time of delivery

Note: If you choose to place your order without Seel insurance, Khy is not liable for any lost, stolen, or damaged items during shipping.

Seel Protection is non-refundable. As a third-party insurance covering lost, stolen, or damaged packages, its cost is processed separately and not included in return refunds.

ORDER WAS MARKED AS DELIVERED BUT I DIDN'T RECEIVE IT Plus Minus

If your order shows as delivered but you haven’t received it, we’re here to help. First, check nearby areas like your mailroom, front desk, or with neighbors, as carriers often leave packages in secure locations. In some cases, packages may be marked as delivered a bit early but should arrive within the next day.

If you added Seel Package Protection to your order, file a claim through the Seel claims portal. If not, contact us at support@khy.com for assistance.

WHAT SHOULD I DO IF MY ORDER IS LOST OR STOLEN? Plus Minus

If you believe your package has been lost or stolen, we’re here to help. Start by checking nearby areas like your mailroom, front desk, or with neighbors, as carriers often leave packages in secure locations.

If you added Seel Package Protection to your order, file a claim through the Seel claims portal. If not, contact us at support@khy.com for assistance.

CAN I SHIP TO A PO BOX, APO OR FPO? Plus Minus

Please select Standard Shipping when shipping to a PO Box, APO/FPO, U.S. Territory, Alaska, or Hawaii. Delivery times will vary, as these shipments may require additional transit time.

WHAT IS YOUR RETURN POLICY? Plus Minus

If you don’t love your purchase, you may return it for a refund within 14 days of delivery.

Domestic returns are subject to an $8 return shipping fee, or $4 when using Happy Returns. International return shipping fees vary by location.

Items must be returned unworn, unwashed, in their original condition, and with all tags attached. We reserve the right to refuse returns that show signs of wear or don’t meet these criteria.

Please note: In certain circumstances, Happy Returns may be offered as the available return method instead of a UPS Box & Ship return label. To help ensure your return is tracked and processed as quickly as possible, all returns must be initiated through our returns portal and sent back using the return method provided.

Eligible products may also qualify for Checkout+, which gives you the option to unlock free return shipping by paying a small fee at checkout. If you choose this option, there will be no additional charge for shipping your item(s) back to us. If you opt out at checkout, standard return shipping fees will apply based on the rates in effect at the time of your return.

Please note that this service does not override final sale or other store policies and is valid for domestic orders only.

Domestic

International

HOW DO I START A RETURN? Plus Minus

Visit our returns page to begin your return: [khy.com/pages/returns](/content/pages/returns "Returns"/index.html) Please reach out to support@khy.com if you have questions or need assistance with your return.

CAN I EXCHANGE MY ITEM? Plus Minus

We currently offer exchanges for domestic orders only. Once your return is received, we’ll process your exchange right away. Exchanges are free to ship back.

How exchanges work:

Visit our return page and select the item(s) you’d like to return.

Choose an exact exchange in a different size, or use your exchange credit to shop for a different item on KHY.

If your new item costs more than your exchange credit, you can securely pay the difference via Stripe (VISA, Mastercard, Discover, JCB). If it costs less, you may receive the difference either as a refund to your original payment method or as store credit.

Once we receive your return, we’ll process and ship your exchange.

International orders:

Exchanges are not available. Please return your order and place a new one. Once your return is received and processed, you’ll receive a refund to your original payment method.

WHERE IS MY RETURN/REFUND? Plus Minus

Returns via Happy Returns are processed immediately. Returns sent with a shipping label may take up to 7 business days to process after they are received and reviewed by our team.

Once your return is approved, your refund will be issued to your original payment method. Please allow 3–5 business days for the refund to appear in your account, as processing times can vary by financial institution.

DO YOU SHIP INTERNATIONALLY? Plus Minus

Yes, international customers can browse and shop our website in their local currency by selecting their country from the dropdown menu located at bottom of site.

CAN I RETURN AN INTERNATIONAL ORDER? Plus Minus

Yes, please visit our international returns portal here.

ARE DUTIES AND TAXES INCLUDED? Plus Minus

Once you have selected the country that you will be shipping to, all prices will include relevant taxes and duties. There will be no additional charges upon delivery.

CONTACT US Plus Minus

Our Customer Service Team is available Monday-Friday from 9 am to 6 pm PST, we are closed on weekends and U.S. federal holidays.

EMAIL: support@khy.com

Please note that refunds can take up to 3-5 business days to appear on your bank account due to varying processing times of financial institutions.

How does KHY ensure ethical production? Plus Minus

KHY is committed to ethical and responsible production across our entire supply chain. We audit select suppliers, require legal compliance certifications, and maintain accountability standards to help prevent forced labor, child labor, and human trafficking.

[Read our full California Supply Chains Act disclosure →](/content/pages/ethical-production "Ethical Production"/index.html)

Are KHY products safe to wear? Plus Minus

Yes. At KHY, your health and safety come first. We thoroughly review all materials used in our products to ensure they meet strict safety standards, not just in California, but globally.

While California Proposition 65 has specific disclosure requirements, our internal compliance process goes beyond basic legal minimums to make sure our products are safe, clean, and responsibly made.

You can shop with confidence knowing that everything available on khy.com has passed our quality and safety checks.

[Read our full Proposition 65 Disclosure statement →](/content/pages/prop65 "Proposition 65"/index.html)

Is KHY affected by changes in global trade and tariffs Plus Minus

Yes. Like many brands, KHY has been impacted by recent shifts in global trade rules and tariffs. These changes have increased our operating costs, which has led to some price adjustments as of April 18, 2025.

We remain committed to offering high-quality products at the best possible price. Our team is actively working to reduce costs wherever we can, while continuing to deliver the product and experience you expect from us.

[Read our full Tariff Update Statement →](/content/pages/update "Tariff Update"/index.html)

How should I store my faux leather pieces? Plus Minus

We recommend hanging your new faux leather pieces, as opposed to folding. Faux leather items from the same colorway can be hung together and/or hung alongside any non-leather garments. However, it's important to avoid hanging any Chalk and Black faux leather pieces together. When different colors of any faux leather items (yes, even from other brands) are stored together, there is a possibility of a reaction occurring, which may cause the color coating to transfer onto one another. Not to worry—this is standard across the industry, but it does not pose a concern if your items are stored correctly.

Any other questions about how to best care for these items? Don't hesitate to email support@khy.com.

LATEX GARMENT CARE & WEARING TIPS Plus Minus

All latex comes with a matte powder finish to prevent the fabric from sticking to itself. Applying oil or latex shiner will give the garment its intended glossy finish.

Wearing Tips:

Lightly dust your skin or the inside of the garment with unscented baby powder or talcum powder to help it slide on more easily.
Silicone-based dressing aids designed for latex can also be used.
Handle with care around sharp nails, jewelry, or other potential hazards, as latex can be prone to tearing

Care Tips:

Hand wash your latex garment in lukewarm water with a small amount of gentle soap. Do not machine wash or dry clean.
After washing, gently pat dry with a clean towel and allow the garment to air dry completely away from direct sunlight or heat.
Store latex hanging on a wide padded hanger or folded gently in tissue paper (never tightly creased) in a cool, dark place.
To maintain shine, apply latex shiner or silicone polish with a soft cloth.

If you have any other questions about caring for your latex garments, email us at support@khy.com

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