Frequently Asked Questions (FAQ’s) Please read below for the most commonly asked questions and their answers. 


Q. What are my payment options? Is my payment information secure? What about my privacy? 

  1. Payments can be via Visa, Mastercard, Discover, American Express, All Debit Cards and check cards with the Visa/Mastercard Logo. Payments can also be made through Paypal, and COD’s are only accepted through certified money order or a bank check.

  2. Yes, all payments made to Kemalpasha.com our secure through the shopping cart. We adhere to Payment Card Industry Data Security Standards (PCI-DSS) throughout our computer systems. For added safety, we will verify the customer’s billing address before shipping out an order. If you would like to ship to an alternate address, please contact us directly to ensure the order is processed accordingly and an authorization number is provided by our team. 

  3. At Kemalpasha.com, we do our absolute best to secure your personal information. All of our systems and documents are secured from unauthorized viewing and access. We have strict controls in place and we will keep your information safely stored using the highest levels of data security through PCI-DSS. 


Q. Can I buy wholesale or bulk items? 

  1. Yes! We supply wholesalers throughout the country and also internationally. Please follow the prompts under the Guide and Help section which will lead you to the wholesale page to complete your order. 


Q. How long does shipping take in the US? 

     A. Standard shipping takes 2-5 business days (FedEx, UPS, DHL, and USPS) depending on location. Need it in a hurry?  We offer express shipping upon request. All express orders must be prepaid. **Some restrictions may apply. Please contact a customer service team member for more detailed information. 


Q. Do you ship internationally? 

  1. Yes! International shipping is available, however, the delivery may be restricted or delayed with some international orders. Customs duties, taxes, and other fees will be the customer's responsibility and all fees must be prepaid. **Some restrictions may apply depending on location and delivery services. Please contact a customer service team member for more detailed information. 


Q. What is your return/exchange policy? 

  1. Returns/exchanges for refund or store credit will only be honored with the following conditions, the product must be unused and in the original packaging/same packaged way that it was received in.  Broken or damaged items that are being returned must be wrapped properly and sent back. Improperly packaged materials will not be accepted 

  2. returns or exchanges must be made within 10 days of purchase, the proof of purchase is required, an authorization code is also required, and only applies within the USA

  3. Please contact a customer service team member first for more details, DO NOT send back your order prior to contacting us as you will need an approved authorization code.** Some restrictions may apply.  Shipping/return charges may or may not be refunded unless an authorization code has been assigned by our customer service team. We reserve the right to refuse a return/exchange even though the stated policy exists.


Q. What is not returnable/exchangeable?

  1. We do not accept returns on certain items such as hennas, creams, oils, incenses, toothpaste, soaps, food items along with other consumables. 


Q. What if I received a broken/damaged product? 

  1. Please contact our customer service team immediately upon receiving the item. 


Q. What if I received the wrong product? 

  1. Please contact our customer service team immediately upon receiving the item.


Q. How do I cancel an order? 

  1. An order can be canceled prior to the item being shipped. Once the item has been shipped, it will be treated as a return. Please contact our customer service team member 

to cancel an order. 


Q. What if I don’t receive my order?

  1. Upon placing your order, make sure the address is accurate, valid in the United States and is recognizable by the delivery services such as  FedEx, UPS, USPS, DHL. It is the customer’s responsibility to provide an accurate mailing address and if for some reason, the package is undeliverable, or refused by the customer, or not picked up at the post office, then we will process the order as a return. The customer will be contacted by our customer service team member and the customer will receive a refund for the amount of the product only. Please note that the shipping charges will NOT BE REFUNDED when the order is returned to sender.**Some restrictions may apply to local and internationally placed orders, please contact our customer service should you have any questions. 


Q. What is your refund policy? 

  1. Orders returned within the USA usually take 7-14 business days to process the refund, issue a store credit, or credit the customer account using the same card that was used at the time of purchase. **Some restrictions may apply.  We do not refund or exchange or issue a store credit to internationally placed orders. We reserve the right to refuse any returns at any time for items sent back without a prior authorization code from our customer service team. 

  2. Please note, items that are sent back in poor packaging, broken/damaged due to fragility and mishandled or are not sealed properly will be assessed accordingly prior to a decision on refund/store credit being issued. 

  3. We reserve the right to refuse a return at any time, we also reserve the right to a restocking fee/repackaging fee and to charge the customer for any shipping costs associated with the items being returned without a proper authorization code from us.

  4. Shipping charges may or may not be refundable, please contact our customer service team for further details.