FAQ

PERSONAL ACCOUNT

WHERE CAN I REGISTER?

On the top right-hand corner of the website, you’ll find the my account section. You will need to provide your name, email address and a password to access your account.

I’VE FORGOTTEN MY PASSWORD. HOW CAN I ACCESS MY ACCOUNT?

If you have an account with Kavehome and you’ve forgotten your password, you can access the "Login” section on the top right-hand corner and click on “Forgotten your password? ". Then provide your email address and you will receive a new password in your email inbox.

CAN I MODIFY MY ACCOUNT INFORMATION?

Of course! You only need to click on “Login” on the top right-hand corner and access your account. Once you have logged in, you will be able to modify all your personal information and change anything you wish to.

ARTICLES & ORDERS

HOW TO BUY ON KAVEHOME?

  1. Add the product to your basket
  2. Login: Sign up or log on to your Kavehome account
  3. Provide the delivery and billing addresses
  4. Choose the payment method
  5. Verify your order
  6. Confirmation

WHAT DOES THE ORDER STATUS ON MY ACCOUNT MEAN?

  • Pending Payment: The order has been placed and is pending payment.
  • In Process: Payment has been made and we have processed your order. We are preparing the products in our shop to send them to you.
  • Partially Delivered: Part of the order has been sent (this must be indicated at the time of the order).
  • Complete: The whole order has been received.
  • Incident: The customer has reported an incident.
  • Returned: A product has been returned because of an incident and once received, the order status becomes "finished".
  • Return: The order has been sent back.
  • Canceled: In the case where you wish to cancel the order before it is sent.

WHY DO WE OFFER LOW PRICES?

Kavehome was created to respond to the needs of consumers looking for quality furniture and design at reasonable prices. We offer a superb balance between quality and price thanks to cost reductions, it’s as simple as that.

WHAT KIND OF PRODUCTS CAN I FIND ON KAVEHOME?

We have a wide catalogue of products of various styles for every room of the house, so that you can find everything you want. You will find the following articles: sofas, convertible sofas, chairs, tables, wardrobes, chests of drawers, bookshelves, decoration articles, beds… A large number of products have been created by national designers as well as other collaborations with international designers exclusively for Kavehome; and you will only find them here, in our online shop. Also, if you have an account with us, you will soon be able to vote and participate in the selection of new articles which will be part of the new season catalogue. If one of the products that you voted for is added to our catalogue, you will directly receive a 10% reduction on the article price.

If you need help or if you have questions, contact our customer service (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to customer@kavehome.com.

CAN I SEE ARTICLES IN STORE BEFORE BUYING?

One of the reasons why we can exclusively offer high quality products at low prices is that we don’t have a physical shop. We keep products in our warehouses to be able to offer you the delivery service in under 14 working days, because we know it is not nice to wait 3 months to receive a product. Also, on our website, we offer you the possibility to watch videos and see high-quality photos of all our products, so you can see the texture of the material, wood and stitching.

WHAT ARE THE ADVANTAGES OF BUYING AT KAVEHOME?

Creating an account on Kavehome is free and offers you the possibility to choose the products you want which are available on the website. You will be able to decorate your house with designer furniture without paying a fortune, to receive most of your articles at home within 14 working days, to benefit from promotions, as well as keeping informed of the latest trends in the decoration and designer furniture world.

ARE THEY QUALITY PRODUCTS?

We work with highly qualified staff and we have a wide experience in the furniture and bed sector. The Kave Home designers develop innovative, avant-garde products. Also, our quality control service is constantly related to the purchasing and production services in order to obtain environment-friendly materials which come from controlled plantations that meet the established regulations and which also offer very good value for money.

HOW DOES THE PRODUCT RECOMMENDATION SERVICE WORK?

At Kavehome, we are constantly innovating, and we would like you to be part of the decision process of choosing next season’s products. For this reason, we have installed a product recommendation system so that registered users may give their opinion on their purchases. If you need help or if you have questions, contact our customer service (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to customer@kavehome.com.

WHEN WILL I RECEIVE MY ORDER?

At Kavehome, each product has a delivery delay which can be seen on the product page in the pink box. However, we commit to delivering 80 % of our catalogue products from 14 working days, that is all articles which we have in stock. Also, as a registered user, you can access your orders to follow the delivery process.

HOW CAN I TRACK MY ORDER?

If you are a registered user, you may check the status of your order on your account. In any case, we will send you an email when a change is made to the status of your order. Once your order leaves our warehouse with our transporters, you will receive an email which informs you of an 8-digit tracking number and the website on which to track your parcel.

If you need help or if you have questions, contact our customer service (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to customer@kavehome.com.

CAN I ORDER BY TELEPHONE?

For security reasons, we do not accept to receive your bank details by telephone or email. We can however carry out your order by telephone if you choose the payment method by bank transfer. You will then be able to make your payment from your bank, after receiving the order confirmation by email.

HOW CAN I FIND OUT IF THE PRODUCT WILL FIT IN MY HOME OR IN THE LIFT?

On the product page, you will be able to find the packaging details of the product: number of parcels, parcel dimensions, weight, etc. In this way, you will be able to check for any problems that may arise upon delivery. If the delivery address presents restrictions, please notify us of this when placing your order so that we can find the best solution.

WHEN WILL I RECEIVE THE BILL?

For now, we do not automatically send bills. If you have received your order, you may ask for a bill by contacting our customer service(Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to customer@kavehome.com. If you have not received your order yet but you would like to receive a bill, we can provide you with a pro forma bill.

PAYMENT

WHEN WILL MY PAYMENT BE CHARGED?

Regardless of the delivery delay of the product, payment is made at the time of the order, except for deferred payments, which will be delayed as chosen.

IS IT SAFE TO GIVE MY BANK DETAILS ONLINE?

We work with a payment platform which guarantees the security of credit card details. Kavehome will not have access to any of its customers’ bank details.

If you need help or if you have questions, contact our customer service (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to customer@kavehome.com.

WHICH PAYMENT METHODS ARE AVAILABLE?

For your convenience, we make 4 payment methods available to you so that you may choose the one which suits you best:

- Credit/debit card: Visa and MasterCard cards. Payment is carried out via the secured platform of our partner Crédit Mutuel,CIC. In this way, we can guarantee maximum security for your personal details.

- Bank transfer: If you prefer to make a bank transfer and avoid putting your bank details on the internet, you can do so to the following account: Bank: CIC, IBERBANCO ENTREPRISES PERPIGNAN; RIB: Banque 41199 Guichet 11054 N° compte 00028654901 Clé 41; IBAN: FR76 4119 9110 5400 0286 5490 141; BIC: CMCIFRPP. You must indicate your order number and user name in the form. You must usually wait for 3 working days after the transfer to receive the purchase confirmation. If you do not make your payment in the 5 working days after placing your order, we will have to cancel it.

- PayPal: We also accept PayPal payments. In this case too, the orders are placed via the payment platform to guarantee the security of bank details.

- A customer who uses the Amazon Payments service will be directed to the Amazon platform, where they may carry out their payment securely, quickly and simply. The payment and shipping information will be stored securely on your Amazon Payments account, and you will be able to access it to pay your order on the Kavehome website.

DELIVERY & RETURNS

WHICH COMPANY WILL DELIVER MY ORDER?

At Kavehome, we work with the best transporters. We will keep you informed at all times of the order status and you will be able to track it. Once your order leaves our warehouse with our transporters, you will receive an email which informs you of an 8-digit tracking number and the website on which to track your parcel.

WILL THE TRANSPORTER NOTIFY ME BEFORE DELIVERY?

Depending on the transporter, they will contact you before delivery or after the first delivery attempt. You will then be able to agree with them a day and time which suits you best to receive your parcel(s).

IS IT POSSIBLE TO RECEIVE THE PRODUCTS IN DIFFERENT DELIVERIES?

For your convenience, we always try to make sure the products arrive together and with the same transporter. When this is not possible, we inform you. In the case where you indicate partial delivery, you may receive articles at different dates.

CAN I CHANGE MY DELIVERY ADDRESS?

Yes, you may change the address as long as the product has not left our warehouse. You must contact the customer service as soon as possible (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to customer@kavehome.com.

WHAT HAPPENS IF I AM NOT AT THE DELIVERY ADDRESS TO RECEIVE THE PRODUCT?

If we cannot delivery on the first attempt, we will try to do so again, and we will contact you to agree upon a delivery date and time which is convenient to you.

CAN I RETURN AN ARTICLE?

Of course, and it's free! Customers have 14 working days from receiving the article to make a return. The product and its original packaging must be in perfect condition to avoid damage during transport. When the product arrives at our warehouse and its condition has been checked, we will reimburse the product price, minus the original delivery costs. To make a return, please contact our customer service (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to service@kavehome.com. You can also visit the Returns section of our shop.

HOW LONG IS THE REFUND DELAY?

- If you cancel an order that has not been sent yet, we will refund you in the 72h following your cancellation request.

- If you are returning the product for personal reasons, we will refund you once the product(s) have arrived at our warehouse and we have verified their good condition.

HOW LONG IS THE GUARANTEE?

All our products have a guarantee of 2 years. The product is guaranteed as long as it is accompanied by its purchase bill. The guarantee covers products in their purchase configuration and if the series number is still legible. You will find more information on guarantees in article 7 of our General Conditions.

REDUCTIONS & COMPETITIONS

WHAT ADVANTAGES WILL I GET WHEN I INVITE MY FRIENDS TO REGISTER?

Inviting your friends to Kavehome brings advantages to both of you! If you want to share 30€ Kavehome credit, invite your friends to register on Kavehome and you will each receive 15€ reduction on your next purchase. More information in the "Invited Friends" section of your Customer account.

SERVICES FOR PROFESSIONALS

I'M A PROFESSIONAL IN THE SECTOR. CAN I BUY FROM KAVEHOME?

Of course, we have the Kave Pro service, specially designed to facilitate our relationship and to respond to the needs of professional customers (designers, decorators, etc.). Contact our customer service (Monday to Friday, 8h00 to 21h00) through our online chat or by sending an email to info@kavehome.com and we will give you more details.

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