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General
On Our Products
Ordering Information
Singapore Customers
Frenz of Khimz
GENERAL
Q: Do you provide catalogs?
A: No we do not. All our products are shown on the website.
Q: What are "business days"?
A: Business days are defined as Mondays to Fridays. Public holidays that fall between Mondays and Fridays are not counted as business days.
Q: Do you have a physical shop?
A: No, we do not have a physical brick-and-mortar shop. We do, however, consign our merchandise to physical stores and occasionally take part in a bazaar or flea market.
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ON OUR PRODUCTS
Q: Does your actual product look exactly the same as the picture of it in your website?
A: We would like to reiterate that there may be slight differences between the actual products and their pictures in our website. This could be due to several reasons, like the colour settings of your computer monitor, the lighting effects while taking the pictures of the products, etc. Email us at info@khimz.com if in doubt.
Q: I ordered 2 products of the same design and they are different from each other. Why is that so?
A: Our accessories and jewellery are unique in such a way that no two products are identical to each other, even though they have the same product design. Most of the materials used are themselves unique, and adding the fact that all of our products are handcrafted gives them the "one-of-a-kind" status.
Q: What are Limited Edition products?
A: Our resident designer has set a number of pieces to be made for each Limited Edition product, hence the term. Also, more attention and detail are required in handcrafting them. As such, each customer is allowed to order only 1 of each Limited Edition product.
Q: What are Unique products?
A: For Unique products, only 1 piece of the design is made.
Q: Do you entertain custom orders?
A: Not at the moment, but we are looking at this possibility.
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ORDERING INFORMATION
Q: How do I order using PayPal?
A: At our Checkout page, after you have finalised your merchandise selections and clicked on the button "Submit to a secure order form", you would be brought to a secured server to submit your delivery address information.
After submission, you would then be directed to PayPal's secured server for payment processing. You could either pay by credit card (Visa, Mastercard, American Express, Discover) or, if you have a PayPal account, pay to orders@khimz.com .
Q: Are my payments secure?
A: Yes. Your information will be transmitted via SSL (Secure Socket Layer) between your computer and and our secured server. What's more, we use PayPal, who is a well-known and reputable payment gateway.
Q: How long does it take for my orders to arrive?
A: All orders will be processed and shipped out within 3 business days. Depending on your choice of delivery method and which country you are in, it may take between 2 and 15 business days for the merchandise to arrive.
Q: On what circumstances do you accept returns?
A: We only accept returns if the merchandise is damaged upon arrival (i.e. the merchandise is damaged the moment you open your package).
Q: Why the name on the checkout / invoice is "The PennyFeather" and not "Khimz"?
A: Khimz is wholly owned by The PennyFeather, therefore the naming on the checkout / invoice is as such.
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SINGAPORE CUSTOMERS
Q: Besides PayPal, do you accept other forms of payment?
A: Yes, we also accept personal cheques and bank transfers. See our Ordering Information for more details.
Q: Why is your merchandise priced in US Dollars and not Singapore Dollars?
A: We have considered this before but due to system limitations, we could not do so.
Q: What is your rate of exchange for Singapore customers?
A: Our rate of exchange is dependent on the foreign exchange market and is subject to changes. Please see Ordering Information for the latest exchange rate.
Q: Do you charge shipping and handling fees for deliveries within Singapore?
A: No, shipping and handling charges are waived for orders within Singapore. We would send the merchandise via registered mail.
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FRENZ OF KHIMZ
Q: How long is the Frenz of Khimz membership?
A: It is a lifetime membership, with no expiry date.
Q: After I joined Frenz of Khimz, how do I go about enjoying the discount?
A: You will receive an email from us stating your Frenz of Khimz membership ID and a coupon number. You could use this coupon number immediately by keying it into the "Frenz of Khimz Coupon Number" field on our website. The discount would be automatically calculated when you process your order.
Q: Will the coupon number be changed?
A: The coupon number would be changed from time to time to prevent unauthorised use, so watch out for them in your email!
Q: Is the discount rate for Frenz of Khimz applicable to all products in your website?
A: The discount rate for Frenz of Khimz is applicable to all products in our website, except for freight charges, gift certificates and on sale merchandise.
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If you have questions which are not answered above, email us at info@khimz.com.
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