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Our Damages Policy and Guidelines

 

At Kathy Kuo Home, we work with only the best in the shipping industry to ensure that your items arrive at your home safely and undamaged. In the unlikely occurrence that your item arrives damaged, defected or incorrect, we will immediately work to repair or replace your item. Please note that our damages policy is to replace or repair damaged or incorrect items. If you would like a refund, you must process your request as a return (see our Returns Policy here), which may incur fees for shipping, handling, and restocking costs. To guarantee the the best customer experience, please follow our guidelines below when you receive your delivery.

 

Damages or Incorrect Items Policy and Guidelines for Freight Items:

 

If you receive a 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 and/or damaged item. If shipment is refused prior to inspection of the item, you may be subject to re-delivery fees.

 

After you refuse the shipment, please contact our customer service within 48 hours at cs@kathykuohome.com or 888-908-2925. Please be prepared with photos of the damage (we may ask for these to be sent to us via email). Once contacted, we will file your claim and ship you a replacement at no additional cost.

 

NOTE: If you sign for a signature-required freight shipment without reporting the damage, defect, or error, you are responsible for all such damages and your damage claim may be denied. All damage claims must also be received within 48 hours of your item's arrival. Damage claims reported after 48 hours of your item’s arrival may be declined.

 

NOTE: If you arrange to pick up your item from a warehouse, you forfeit the right to claim any damage on your item with Kathy Kuo Home.

 

Damages or Incorrect Items Policy and Guidelines for Parcel Items:

 

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 its packaging and report the damage to customer service at cs@kathykuohome.com or 888-908-2925. Please be prepared with photos and a detailed description of the damage. Clear photos of the damage are mandatory in order to process a damage claim. We cannot accept damaged returns without 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 first 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 and our certified repair medic deem that an item is irreparable, we will provide an RGA # and instructions on how and where to ship the item back. Once we recieve your damaged item back, we will send out a replacement item.

 

Damage claims will be denied if the item has been used or installed.

 

Missing or Incorrect Items Policy and Guidelines for Parcel Items:

 

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 RMA # and instructions on where to ship the item back. Once we recieve your incorrect item back, we will send out a replacement item. Incorrect item claims reported after 48 hours of your item’s arrival may be declined.

 

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.

 

Where Does My Damaged Return Item Go?

 

All damaged items returned to us are either donated or field destroyed. Damaged items are unfit for resale.

 

 

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Mon - Fri 9am to 9pm EST. Sat - Sun 12pm to 9pm EST.
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Terms & Conditions

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 the current sale: Adriana Hoyos, Anewall, Aristot, Arteriors, Assouline, Aurosi, Baobab, BellaNotte, Bungalow 5, CaneLine, Castelle, Charles Farris, Cisco, Copeland, Cozy Earth, Dockatot, E.E. Teepees, Eloquence, Gabby Home, Georg Jensen, Interlude Home, Kim Seybert, Kingsley Bate, Lenox, Lil Pyar, L’Objet, Little Giraffe, Lladro, LLoyd Flanders, Match 1995, Mathew Williamson, Meri Meri, Michael Aram, Mimish, Million Dollar Baby, Milton & Goose, Miyabi, Modloft, Monte, MUHLE, Nestig, Nico & Yeye, Noir, Nook Sleep, Nude Glass, Oeuf, Oilo Studio, Oly Studio, Palecek, Phaidon, Phillips Collection, Simon Pearce, Senteurs d’Orient, Snurk, Staub, Steiff, Stokke, Summer Classics, Sunset West, TENEUS, Wolf 1834, Yves Delorme, Zwilling. 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.

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Holiday Notice

Thank you for shopping with Kathy Kuo Home this holiday season.

We are simultaneously experiencing an unprecedented volume of orders while navigating several supply chain and shipping difficulties due to COVID-19. As a result, our customer service team is receiving a much higher than usual number of inquiries.

Your patience and graciousness speaks volumes as we work to respond to every customer service request. Our expert team is dedicated to getting back to you as quickly as possible, and we are diligently working internally to improve our response times.

Please note that this holiday season we will be subject to extended shipping delays from our delivery partners. We cannot guarantee that all items will arrive by 12/25/20.

For small parcel and gift items, we encourage you to place orders as early as possible and reference the shipping details for that specific item to get the most accurate estimated delivery date.

If you have concerns about your order, please reach out to us via chat, phone or email.
Thank you once again for your patience and support.

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Our current 20% OFF sale promotion is available on most items when you use code HOLIDAY20 at checkout. Exclusions may apply.

You can earn a cash back OmniCard Visa® Reward Card on all orders placed today. Your total amount cash back is dependent on your pre-tax order total as follows:

Your Order Total Your Gift Card Total Your Cash Back Savings
$1,500 - $2,999 $50 3.3%
$3,000 - $4,999 $100 3.3%
$5,000 - $6,999 $200 4.0%
$7,000 - $9,999 $300 4.3%
$10,000+ $500 5.0%

Once your order is processed, you will receive your Visa® Reward Card via the email associated with your order within 48 hours. If you do not receive your gift card within 48 hours, please contact cs@kathykuohome.com.

If you make a return or cancellation, your order will be refunded less the amount of your Visa® Reward Card. The offer is not valid on international orders.

Your Omnicard.com Visa Reward Virtual Account will be issued by MetaBank , Member FDIC, pursuant to a license from Visa U.S.A., Inc. Your OmniCard Visa® Reward Card can be redeemed at every internet, mail order and telephone merchant everywhere Visa debit cards are accepted. This OmniCard Visa® Reward Card expires after 6 months. This OmniCard Visa® Reward Card is not reloadable. No cash or ATM access. The OmniCard Visa® Reward Card cannot be used for gambling or to make pre-authorized or recurring bill payments. This OmniCard Visa® Reward Card is not refundable at retail locations. For cardholder services and balance inquiries, visit www.omnicard.com/cards or call 1-877-357-4975.

The below brands are not eligible for the current sale promotion: Arteriors, Bella Notte, Cisco, Eloquence, Kingsley Bate, Palecek, Oilo Studio

Coupon codes are not valid in conjunction with this promotion. Additional product exclusions may apply. This offer ends 12/14.

Black Friday Sale Coupon Code Use Code: BF2020
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Shop Here, Ship Anywhere!

We offer international shipping on all items to countries across the globe—from Australia to Zimbabwe. Bring beautiful design to your very own corner of the world.

CONTINUE SHOPPING

Note: Once you place your order, a Kathy Kuo Home logistics expert will be in touch with your international shipping cost within 2 business days via email. International orders will not be considered final and will not be charged until you approve the international shipping costs.

 

 
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Contact Us

Customer Service

1-888-908-2925 cs@kathykuohome.com

Mon - Fri 9am - 9pm EST

Sat - Sun 12pm - 9pm EST

Interior Design Services

1-888-908-3486 designs@kathykuohome.com

Mon - Fri 9am - 9pm EST

Trade Specialists

1-888-505-3922 trade@kathykuohome.com

Mon - Fri 9am - 9pm EST