SHIPPING & CUSTOMS
How long will it take to deliver my parcel(s)?
The average delivery time is around 14 business days depending on the country of destination. Please see our Delivery & Shipping page for more information.
My parcel hasn't arrived yet!
International delivery sometimes might take up to 4 weeks, so please don't worry. Your parcel is on its way for sure! If you haven't received the parcel after 4 weeks from placing the order please contact us immediately.
My tracking number says ,,PENDING / DOES NOT EXIST''
Please double-check with your order summary if you have purchased ,,Secured Shipping with Tracking'' which is available at the checkout page for an additional fee. If you have chosen FREE Standard Shipping, tracking number won't be working.
I have paid for ,, Secured Shipping with Tracking'' but the tracking is not working.
Please try to track your order on following websites:
- For all countries https://17track.net
- For Australia https://auspost.com.au/mypost/track/#/search
- For other countries please use your domestic post service website
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 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?
Yes! We ship to every place, wherever you live, and it is totally for FREE..
I messed up my delivery address, what do I do?
Reach out to firstname.lastname@example.org immediately regarding the error, we will change it for you. Just email us your full name and correct address, we will update the shipping details for you.
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.
How can I contact Kate & Son Decor?
You can simply email us at email@example.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 48 hours from placing the order. When the parcel is shipped, 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?
Yes, all returns are accepted within 30 days after receiving the item. All products should be unused and returned in original packaging. Return delivery costs are paid by the customer. Please check more information over here.
My item arrived damaged/incorrect. Can I return it?
Damaged or incorrect items can be exchanged. Please email firstname.lastname@example.org 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.