Payment, Billing & Orders
THE BELOW TERMS GOVERN THE PURCHASE FROM
AND SALE OF PRODUCTS BY KATHY KUO HOME.
1. Pricing and Availability
All prices on our domestic site are shown in U.S. dollars.
At Kathy Kuo Home, we make the greatest effort to ensure the accuracy and reliability of our site content; however data errors may occur, and we make NO WARRANTY as to the site's accuracy and reliability. Therefore, we reserve the right to correct any improperly priced item at any time, even if you have already placed your order. If a pricing error is discovered after credit card processing, we will void the sale, issue a refund via the original payment method, and promptly notify you. You may then decide to repurchase the item at the correct price.
We pride ourselves on maintaining an updated site inventory; however, there are occurrences when an item may sell out before we are able to update the site. Therefore, all products and services we offer are subject to availability, and we reserve the right to impose quantity limits on any order, cancel all or any part of an order, and discontinue products and services at any time, even if you have already placed your order.
If an item is out of stock or backordered, we will notify you as soon as possible and ship out your order as soon as it becomes available. Your credit card will be charged to secure the inventory for that item with our manufacturer. This inventory securement is necessary for us to receive and ship out your item as quickly as possible. If an item is discontinued, we will cancel the discontinued order item and notify you as soon as possible. If an item is discontinued after credit card processing, we will void the sale, issue a refund via the original payment method, and promptly notify you. Please call customer service at 888-908-2925 to check stock and real-time availability on all products.
2. Payment and Billing Information
By providing a credit card or other payment method that we accept, you represent and warrant that you are authorized to use the designated payment method and that you authorize us (or our third-party payment processor) to charge your payment method for the total amount of your purchase (including any taxes and other charges).
We currently accept American Express, Visa, Mastercard, Discover, and PayPal. All transactions are handled through an SSL secure server powered by Authorize.Net.
If your payment method cannot be verified or is invalid, we will notify you as soon as possible, and your order may be suspended or cancelled if you do not resolve the issue within 48 hours.
3. Order Confirmation
Our order confirmation emails are automatically sent to the shipping email address you provide during checkout. If you don't receive your order confirmation email within 24 hours of your online purchase, please contact us immediately. Kindly take the time to review your order confirmation email and ensure all order information is correct.You may request an order change or cancellation as long as it is received within 24 hours of completing your purchase. After your order has shipped, we are required to process any change or cancellation as a return (see Section 4.9), and charges may incur.
4. Cancelling an Order
As stated above, you may cancel your order as long as your cancellation request is made within 24 hours of completing your purchase, provided that you have not yet received a shipment confirmation from us. If your order has already shipped, we are required to process any change or cancellation as a return. To cancel an order, please visit the “My Orders” section of your account or call us at 888-908-2925. If we cannot ship your order by the agreed-upon ship date, you have the right to cancel your order for a full refund.
5. Taxes
Kathy Kuo Designs, LLC is registered in the State of New York and is required by law in New York and other states where we have a presence to charge applicable sales tax on products shipped to jurisdictions that levy such a tax. In certain states, we are also required by law to charge tax on any shipping fees. Our shopping cart will automatically calculate this tax on all orders shipped based on your shipping zip code.
6. Shipping and Handling
Our curbside delivery is defined as below:
- For parcel items, curbside delivery is defined as a no-signature required delivery to your mailbox, front door, or curbside.
- For freight items, curbside delivery is defined as a signature-required threshold delivery into the garage or first dry area of your home. Curbside delivery carriers will NOT carry your delivery up stairs or enter your home under any circumstance. For information about our In-Home Special Care Delivery service, see Section 4.7 below.
If your order item is oversized, heavy, or fragile, we highly recommend taking advantage of our In-Home Special Care Delivery service, which is outlined in Section 4.7.
Kathy Kuo Home is not responsible for storage fees or held shipment charges or any shipping arrangements made outside of the curbside delivery described above.
Estimated shipping times vary by product. A tracking ID will be emailed to you the day your order ships out so you may easily track your order. The estimated shipping times below represent the amount of time your order will be in transit post-production once your order has left the factory:
- Orders sent via UPS or FedEx Ground are delivered on average 3-7 business days after the order leaves the factory.
- Orders sent via a Freight Carrier are delivered on average 7-15 business days after the order leaves the factory.
- Orders sent via a In-Home Special Care Delivery Service are delivered on average 7-15 business days after the order leaves the factory.
When you purchase a product from us, any shipping times we provide are ESTIMATES ONLY and actual delivery dates may vary. In addition, if you elect to use our In-Home Special Care Delivery Service (see Section 4.7) you will be required to make an appointment for delivery.
7. In-Home Special Care Delivery Service & Assembly
Some of our products are oversized, heavy, fragile or one of a kind, and you may elect to use our In-Home Special Care Delivery service to ensure that your order arrives safely to your door. If you select In-Home Special Care Delivery at checkout (or otherwise request In-Home Special Care Delivery), you will be additionally charged a $49 Delivery fee for one order item, $99 for two order items or a $149 for three items or more. When your order reaches your local delivery hub, you will be contacted to schedule a by-appointment 4-hour delivery window to receive your order. Our In-Home Special Care deliveries are made Monday through Friday, 8 A.M. to 5 P.M. If you require a weekend delivery, there will be an additional cost on top of the In-Home Special Care Delivery fee.
As part of our In-Home Special Care Delivery service, we will bring the items(s) into your home, carry your item(s) up to 1 flight of stairs, and dispose of the packaging materials. Our In-Home Special Care Delivery service is unable to provide assembly and construction, move existing furniture, or make any modifications to your home.
Please measure your space (doorways, elevators, stairways, etc.) before buying products from us to ensure that they will fit into your home. If a product does not fit, it will be sent back to us and outbound and return shipping charges plus a restocking fee will be deducted from your refund.
Please contact us ahead of time at 888-908-2925 if there are any delivery challenges at your home we should know about, such as multiple flights of stairs or a narrow or long driveway. Note that additional charges may apply in such instances.
Some of our items at KKH require assembly, which may be purchased at checkout for an additional $99. Assembly includes a 30-minute, non-technical assembly (e.g. attaching the legs to a table, inserting hardware, etc.) and does NOT include more involved assembly and construction or home modification (e.g. wiring lighting, hanging artwork, etc.).
8. Damaged, Missing, or Incorrect Products
We strive to offer the best and fastest available solution in the unlikely occurrence that your item arrives damaged or incorrect. Please follow our guidelines below when you receive your delivery.
If you receive a large freight item with a required signature, please inspect the packaging and open your package immediately (BEFORE SIGNING) to inspect the item. If the packaging or the item has obvious freight damage or is otherwise incorrect, refuse the shipment and mark the Bill of Lading packing slip as "damaged." Please take clear photos of the damaged packaging or damaged item. After you refuse shipment, please contact us within 48 hours at cs@kathykuohome.com with photos of the damage stating your refusal of delivery. We will file your claim and ship you a replacement at no cost to you. If your item has been discontinued or sold out, we will credit you the original amount paid on the item.
If you sign for a signature-required freight shipment without reporting the damage, you are responsible for the damage and may be declined a refund or replacement. All damage claims must be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item's arrival may be declined.
If you receive a no signature required parcel item, please open your package and inspect immediately. Please keep all original packaging. If your item is damaged or incorrect, please take photos of the item and packaging and report the damage to customer service within 48 hours.
To report your damaged item, go to the My Order History section of your Kathy Kuo Home account found here: https://www.kathykuohome.com/MyAccount/Order. Click the drop down menu under the Action column for the damaged item and select “Return.” On the return request, upload your photos and write a detailed reason for your return. You may alternatively submit your photos and damage claim to cs@kathykuohome.com. Clear photos of the damage are mandatory for processing a damage claim and returning or exchanging a damaged item. We cannot accept returns without the the original packaging, and damage claims reported after 48 hours of your item's arrival may be declined.
If your parcel item is damaged, we will send a KKH certified furniture repair medic to restore your item to its brand new condition OR one of our design specialists will work with you to come to a mutually agreed money back or discount solution that meets your customer satisfaction. If we deem that an item is irreparable, we will provide an RGA # and instructions on where to ship the item back. Once we recieve your incorrect item back, we will send out a replacement item.
Damage claims will be denied if the item has been used or installed.
In the rare occurence that an item is missing or incorrect, please call us within 48 hours of delivery. We will investigate the situation and send a replacement item at our sole discretion. Kathy Kuo Home is not responsible for any misplaced or stolen packages. If your item is approved as an incorrect item, we will provide an RGA # and instructions on where to ship the item back. Once we recieve your incorrect item back, we will send out a replacement item.
NOTE: Different computers and web browers display colors differently. We are not responsible for variations in color between the product you receive and the product shown on our site. Similarly, all items made from natural products (including but not limited to wood, marble, limestone, alabaster, glazed ceramic, etc.) will have natural variations and no two items will look identical. These variations are expected and will NOT be considered defects, damages, or incorrect items.
9. Returns and Refunds
We stand behind all of the products we have curated for our site, and we work with the best manufacturers in the world to ensure you'll love every KKH item in your home. The design details, quality, safety, and sustainability of our products will meet, if not exceed, your expectations. We hope you love your selections, but if you're not completely satisfied with your purchase, we'll gladly take returnable items in an unused condition fit for resale within 7 days of delivery. (Note: Exclusions apply. See below).
Not every item on our site is eligible for a return. You can find out if your item is eligible for return on the item's product detail page under the “Returns” heading. We do not accept returns on Final Sale items. Please note, we also do not accept returns on:
- Wired or assembled products.
- Custom made to order items.
- Altered items (repainted, refinished, cut, etc.).
- Used items or items without original packaging.
- Final sale items or gift cards.
- International orders and orders outside of the contiguous US.
We offer two options regarding your refund for a return:
1. KKH Store Credit: Receive your return refund in the form of store credit for the merchandise price, less the cost of oubound and return shipping. If you return for store credit, all restocking fees are waived and covered by Kathy Kuo Home.
2. Original Form of Payment: Receive your refund in the form of your original form of payment for the merchandise price, less the cost of outbound and return shipping AND up to a 15% restocking fee.
If we identify an unreasonable return pattern, we may restrict or refuse future transactions or returns from such customers at at any time.
10. Sale Excluded Products
Kathy Kuo Home only carries authorized inventory and maintains strong relationships with all of our vendors. As a part of these relationships, we respect our vendors' requests to be excluded from certain promotions. Due to this reason, the following brands are excluded from promotions unless otherwise indicated:
Abrams, Adriana Hoyos, Anewall, Arte Italica, Arteriors, Assouline, Aurosi, Baobab, Beatriz Ball, Bella Notte, Bernard Maisner, Bernhardt, Bija Essence, Blue Pheasant, CaneLine, Caracole, Caskata, Castelle, Catavento, Century, CFC, Cisco, Classic Home, Copeland, Cozy Earth, Currey & Company, Dockatot, Dovetail, EcoSmartFire, E.E. Teepees, Essentials for Living, Forge de Laguiole, Gabby Home, Georg Jensen, Hudson Valley Lighting, Interlude Home, Juliska, Kim Seybert, Leah Singh, Legends of Asia, Lexington Home, Lillian August, Little Giraffe, Lladro, LLoyd Flanders, L’Objet, Match 1995, Mepra, Michael Aram, Million Dollar Baby, Milton & Goose, Modern History, Modloft, Monte, Mr. Brown, MUHLE, Nestig, Nico & Yeye, Noir, Nook Sleep, Nude Glass, Oeuf, Oilo Studio, Oly Studio, OMI, Palecek, Phaidon, Phillips Collection, Pigeon & Poodle, Resource Decor, Ro Sham Beaux, Rove Concepts, Royal Teak, Schumacher, Simon Pearce, Senteurs d’Orient, Snurk, Stark Carpet, Staub, Steiff, Stokke, Studioduc, Summer Classics, Sunset West, Tala, TENEUS, TOV, Universal, Vanguard, Vietri, Vista Alegre, Woodbridge, Wolf 1834, Worlds Away, Yves Delorme, Zwilling, Zuo Modern.
Coupon codes are not valid for use on prior purchases and may not be used in conjunction with another promotional code.
Additional product exclusions not listed here may apply.