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FAQ


SHIPPING & CUSTOMS

How long will it take to deliver my parcel(s)? 

This strongly depends on the place where you live and which shipping method you choose. Please see our Delivery & Shipping page for more information. 

My parcel hasn't arrived yet!

Due to ongoing Covid-19 pandemic, some orders might take longer than usual, but please don't worry. Your parcel is on its way for sure! If you haven't received the parcel after 2 weeks from placing the order please contact us. Our customer service team will be able to check the status of your order. 

My tracking number is not working. 

Please double-check in your order summary if you have chosen tracking option. Free standard shipping does not include tracking. If you have purchased upgraded shipping method, please allow a couple of working days for the updates. 

How can I check the status of my order?

You will receive an email notification with updates about the status of your order. If you have purchased upgraded shipping method, you can track your parcel over here. The tracking number will be provided via email. 

I have received a delivery confirmation, but I don't have the parcel.

Please double-check with your neighbours and people you share home with, maybe someone has collected if for you. Alternatively please contact your local post office / courier to find the package.  

If I order multiple items, will they arrive in 1 package? 

If you order multiple products, they may come separately due to storage products in several warehouses. 

Do you ship worldwide? 

We ship to most places around the world. In case if your address in not available for shipping, please contact us and we will do our best to fulfil the order. 

I messed up my shipping address, what should I do?

Reach out to us at info@kateandson.com immediately regarding the error. Please provide your email, full name and correct shipping address, we will update the shipping details for you. Please note that, once the parcel is shipped out we are not able to make any changes. 

Can I use a PO Box or APO/FPO military address?

For now, our shipping partners are unable to ship orders to PO Boxes or APO/FPO military addresses.

Can I be charged with import duties?

Your order may be subject to import duties and taxes once the shipment reaches your country. Tax fees may vary depending on the country the order is shipped to. Each country/state has its own threshold after which taxes will be applied. You should contact your customs office for specific amounts and percentages.

The store cannot control and is not responsible for any duties/taxes applied to your package and will not cover any additional charges for customs clearance. Note, in rare occasions, customs agents may delay delivery of some packages.

GENERAL

How can I contact Kate & Son? 

You can simply email us at info@kateandson.com, or filling up contact form over here

What payment methods do you accept? 

We accept all major credit cards (VISA, Mastercard, Amex) and PayPal payments. 

Where is Kate & Son Decor based? 

Our office is located in London, United Kingdom.

RETURNS & REFUNDS 

I have changed my mind, can I cancel the order? 

Yes, you have the right to cancel the order within 24 hours from placing the order. If the parcel is shipped out already,  you would need to wait until it arrives and send it back to us for a refund.  

I don’t like my item, can I return it? 

If you are not happy with your purchase and wish to return an item you have all rights to do so. For more information go to refund policy here.

My item arrived damaged/incorrect. Can I return it?

Damaged or incorrect items can be exchanged or refunded. Please email info@kateandson.com to get a new item or a full refund. In some cases, you may be required to include a video or photo of the defective product for proof in order to refund or replace the product.

How long does it take to get a refund? 

Refunds might take up to 14 working days, depending on the system you used to pay with.