Kahlouch FAQ's - Frequently asked questions

I have looked at your website and I would like to get a copy of your catalogue.
We do not have a hardcopy catalogue; all our products are on displayed on www.kahlouch.com website.

Payment

How can I pay?
We accept Paypal, Visa Credit,Visa Debit, Mastercard Credit, Mastercard Debit, Visa Electron, Maestro and JCB for online payments.
We do not accept a cheque.

Is it safe to put my credit card details on the website?
We realise how important it is to securely store any information that you provide. Credit card numbers are not held on this website. A credit card number will be requested only when within the secure (SSL) area of our Payment Service Provider Worldpay. We can assure you that we do not take chances with your valuable information.

Do you accept all credit and debit cards?
We accept Visa Credit,Visa Debit, Mastercard Credit, Mastercard Debit, Visa Electron, Maestro and JCB 

We do not accept: Solo, Electron and cheques.

Can I pay in U.S. $, or Polish Zloty?
All billing is in GB Pounds your credit card provider will bill you in your local currency.

Overseas Orders

Do you dispatch to Europe, America and the Rest of the World?
Yes, we deliver to most countries in the world. Postage is charged according to the destination of the parcel and postage charges are displayed when you place your order on the website. You should allow 3-5 days for UK and European customers and 10 days for most deliveries outside Europe.
When placing any order outside the European Union we do not charge our local taxes however local authorities in Australia, Norway or the USA and Canada will usually charge import duty, which must be paid before delivery. Before your order can be delivered your customs authority will contact you if duty is payable. For specific charges please contact your local customs authority.
Note: We are unable to deliver to all countries and therefore some restrictions apply.

If I have a query or complaint whom should I contact?
We welcome your feedback, please email us at info@kahlouch.com

How much does postage cost when I need goods sent abroad?
Postage is charged according to the destination and weight of your parcel, postage charges are displayed when you place your order on the website.

How much is postage?
For the UK our Standard Service delivery is free! . For Mainland UK, Next day delivery is £10.00 per item. For the rest of the world delivery charges are subject to weight.

For bulk items please contact info@kahlouch.com for delivery charges.

How do you deliver the goods?
All our parcels are sent via Interlink Express or local courier service depending on the weight.

How long does it take to deliver?
We aim to despatch within 24 hours of receiving your order but please allow 3 to 5 working days for delivery. For Standard postage to Mainland UK , if items are in stock and your order is placed before 12 o'clock we will endeavour to ship the same day. For Ireland, CI and the rest of the world allow up to 10 working days. All orders require a signature on delivery.

Can I have the parcel sent to an alternative address?
Yes, just give us an alternative delivery address. We will also need your credit/debit card address to verify your payment.

Do you offer a Next day service?
We offer a next working day service to Mainland UK on orders place before midday Monday to Friday (orders placed on Friday will be delivered on Monday). These orders are delivered by Interlink Express/ Parcel Force and we require a signature on delivery.

Returns

What do I do if I don't like the item or if something doesn't fit?
If you are not entirely satisfied with your purchase simply return the item in the condition supplied, within 7 working days of receipt. You are entitled to an exchange or full refund.
Please be aware, returned packages remain your responsibility until they reach us so always retain proof of postage.

Why do I have to pay to return goods?
Yes. As with postage payments, the alternative would be to increase the prices of our items and that is something we don’t want to ever do.

How long should I normally wait for a refund to my card?
We endeavour to process your returns as quickly as possible but please allow up to 14 days.

If an item is faulty who should I contact?
You should contact us as soon as possible at info@kahlouch.com. We will help you to find an alternative and discuss any issues you might have.

Can I return Sale items?
If prices are reduced in our clearance events we will advertise that goods are purchased on a non refund, non exchange basis. Normal sale priced goods should be returned for refund or exchange within a 7 day period. If I return an item and reorder another will I be charged postage?
We are pleased to continue to offer free postage on any exchange item when you return an item and reorder another.

Communication

When I provide my email address what correspondence will I receive?
We will email you if we have any queries in connection with your order or personal details.
We will also use it to tell you about Kahlouch promotions, special offers or company news. Also we may inform you of other companies’ offers but only with your permission.

How can I find out about events, sales and special occasions?
By registering your email address with us we will keep you informed about local and company events. Please advise us if you change your email address so that we can keep in touch with you.

What is Kahlouch Enterprise email address?
info@kahlouch.com

Why do you need my telephone number?
We keep a secure database with all our customers’ telephone numbers so that we can contact you quickly if there is a query on your order.

Why do you show products on the website or in the catalogue that are not available?
Unfortunately we can never predict exactly how popular our products are. This means that there are times when we have demand for products that exceed the supply we have or that some items sell out quickly. Why do I have to wait so long after I place my order for delivery of selected items?
Sometimes stocks are limited and we may have reordered products that are pending arrival. We always endeavour to despatch goods as quickly as possible and keep you informed.

I have seen something in on your website last month now I can’t see it on the website?
You can search for any type of PDU on our website, by typing on the search window, you can see the availability on our product grids where we display which products and sizes are available. Be aware that unfortunately we can never predict exactly how something will sell so at times demand exceeds the supply we have. If the item you want is not available please contact us at info@kahlouch.com and we will be happy to help you find the item if available in one of our warehouse.

Online Security and Privacy Policy

Is My Credit Card Information Secure?
Kahlouch website takes security very seriously. We want our customers to feel completely at ease with doing business with us over the Internet. We know that security is a major concern to some of our customers and therefore we have put a system in place that is far safer than giving your credit card details over the telephone or giving your card to a waiter in a restaurant.
We feel confident that credit card information entered on our site will not be accessed by any unauthorised person or company. Our secure sockets layer (SSL) encryption uses 128-bit encryption, which is the highest level possible. In addition to this, once your order has been transferred to our order processing system all credit card details are removed from the website as an added precaution.
Your browser will go into secure mode as soon as you click to go into the checkout or as soon as soon as you login.
Your credit card details are not held on our website. Once the payment has been validated and approved, your details are deleted. This does mean that you will need to repeat your credit card details for every order - a minor inconvenience - but one that makes it totally safe to order online with Kahlouch.

Website will not work without cookies and you will not be able to login or purchase products.
When you visit our website we send you a cookie as it makes the interaction between the user and website faster and easier by allowing us to remember your registration details and increase the efficiency of your online shopping experience.

Do you pass on my data to Third Parties?
We do not pass data on to Third parties

How do you store my personal data?
When you register with us we collect your name, address, contact telephone number and e-mail address. If you place an order we also require your credit/debit card details.
This information is kept on a secure data system which is not accessed by anyone other than Kahlouch Staff. We use login and password controls on our systems and all our staff are required to sign a confidentiality clause as part of their terms of employment.
We keep a record of any correspondence you send us including email messages as this helps us to track any problems or concerns you may have.
We keep a record of your purchases so that we can deal quickly with any issue you may have about your order.

How do you use my personal data?
All the data we have helps us to improve the quality of service we deliver. We use this information:
To tell you about Kahlouch promotions, special offers or company news if you are a subscriber to our mailing list.