1. Returns, Incidences and Refunds


Once you have your order, you have 14 calendar days from the day of delivery to return it or report an incident. To process it, it is as easy as accessing "My account":

1. Log in and go to "My Orders".
2. Select the order you want to return by clicking on “View Order”.
3. Click on "Return the order or process an incident".
4. Select the item or items you want to return and specify the quantity.
5. Fill in the return or incident request, selecting the option that best suits you. You can attach images, indicate the time of collection that suits you best (if applicable) and add notes. They will surely help us to speed up the process!

We will send you an email responding to your request withIn a maximum of 3 working days. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.
IMPORTANT: In order for us to collect your order, it must be disassembled, in its original packaging and with its internal protections.


We can only make a change to your order if it has not yet left our warehouse. If it has already been sent and you want to make a change, you must wait to receive it and process the return through the website, within your account, then make a new order with the item or items you want.


If you want to process an incident of this type, you can do it directly from your personal account:

1. Log in and access the "My Orders" section.
2. Select the order you want to return by clicking on “View Order”.
3. Click on “Return the order or process an incident”.
4. Select the item or items with which there is a problem.
5. Fill out the form to process your incident by selecting the option "The product was damaged by transport" or "Missing part and/or fittings", depending on the incident. You must attach images, indicate the preferred collection time slot (if applicable) and add notes. The more details you provide, the better they will help us to speed up the process.

We will send you an e-mail responding to your request within a maximum of 3 working days. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.
IMPORTANT: In order for us to collect your order, it must be disassembled, in its original packaging and with its internal protections.


If you want to process an incident of this type, you can do it directly from your personal account:

1. Log in and go to "My Orders".
2. Select the order you want to return by clicking on “View Order”.
3. Click on "Return the order or process an incident".
4. Select the item or items you want to return and specify the quantity.
5. Fill in the return or incident request, selecting "It does not meet my expectations". You can attach images, indicate the time of collection that suits you best (if applicable) and add notes. They will surely help us to speed up the process!

We will send you an email responding to your request withIn a maximum of 3 working days. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.
IMPORTANT: In order for us to collect your order, it must be disassembled, in its original packaging and with its internal protections.


Yes. When items are returned due to withdrawal, the full amount for the returned items will be refunded. However, shipping costs will not be refunded.


The refund will always be made with the same payment method used to make the purchase. Once the delivery company confirms the pick up of the package, we will make the refund within 4 to 6 days. This term may vary depending on the payment method used or the particular conditions of your bank.


Once the product is received in our warehouse and we have verified that everything is correct, we will make the refund within a maximum period of 15 days. This term may vary depending on the payment method used or the particular conditions of your bank. If after 15 days you have not received the refund, contact us here.


We work with different couriers for both shipments and collections. The courier that will handle the collection of your order will be the same that made the delivery.In any case, at the time of processing a return that involves a collection, the courier will contact you to specify the date and time of the collection.


Once you have received your order at home, you can return the item within 14 working days.


No, the refund will be made via the same payment method as the original purchase.


We can only make a change to your order if it has not yet left our warehouse. If it has already been sent and you want to make a change, you must wait to receive it and process the return through the website, within your account, then make a new order with the item or items you want.


Normally, collections are made within a maximum period of 5 working days from the confirmation of the collection order. If after this period they have not yet contacted you, contact us here.



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2. Shipping and Shipping Fees


Home Standard
Your order will be delivered to the main door of your building or your home. The delivery time is visible before checkout and will later be confirmed in your order confirmation.

ORDER SHIPPING FEE
< 50€ 14,99€
> 50€ and < 100€ 19,99€
> 100€ and < 200€ 24,99€
> 200€ and < 300€ 29,99€
> 300€ and < 500€ 39,99€
> 500€ FREE


We work with different courier companies to always offer the best service.
- Home Standard: Dachser and Operinter.
We will keep you informed at all times of the status of the order, as well as with which company we are sending it, and you can follow the status of your product until its delivery to the address provided.

If your order includes items with different delivery dates, you’ll have the option to select partial or complete delivery at the order checkout. With partial delivery, you’ll receive your complete order in 2 deliveries: the first one contains the items with the closest delivery date and the second one contains the rest of the items and will be delivered on the farthest delivery date. With the complete delivery, a single delivery of all items will be made on the farthest delivery date.

You can see the shipping costs of your order once you have added all the products to your basket and before finalising the purchase, at the time you add the delivery address. It is calculated based on the volume, weight and amount of the products, as well as the delivery address. If you want to know more about our shipping and shipping fees.

Contact us here to amend or add additional information to your order.

If you are placing your order and want us to send it to you later than the expected delivery date indicates, you must indicate it when you select the shipping method, by clicking on "Leave a comment". Indicate the day and the time slot you would prefer for us to send your order. If your order has already left our warehouse, you must wait for the courier to contact you to agree the new delivery date with them if possible.

Unfortunately, we do not currently deliver to islands.

If you have not received your entire order, don't worry because you will receive it over the following days. On some occasions, and for logistical reasons, the courier company divides the order into different deliveries. If after 3 business days from the delivery of the first part of your order, you still have not received what is missing, you must process the incident through the website within your personal account:
1. Log in and access "My Orders".
2. Select the order you want to return by clicking on "View Order".
3. Click on "Return order or process an incident".
4. Fill out the form to process your incident by selecting the option “Product missing from the order”. You must indicate the packages or products that you are missing in “Notes”. The more details you indicate, the better they will help us to speed up the process.
We will send you an e-mail within a maximum period of 3 working days with the outcome of your request. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.

We ship to: Mainland Spain (includes Balearic Islands), Metropolitan France (includes Corsica), Belgium, Netherlands, Italy (includes Sardinia and Sicily), Portugal, Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, Ireland, Germany, Hungary, Latvia, Lithuania, Luxembourg, Monaco, Poland, Romania, Slovakia, Slovenia, Sweden.
If you want your order to be shipped to any of these countries, you must make your order through the website corresponding to each of them:

Spain (includes Balearic Islands)

France (includes Corsica)

Belgium

Italy (includes Sardinia and Sicily)

Portugal

Netherlands

Germany and Austria

All other countries


In each product fiche you can find the assembly specifications for the item which contains the number of packages, dimensions, weight, etc. Use this information to see if there are going to be any problems with the delivery.

In the Technical Details of the file of each product, it is specified whether the product requires assembly or not. If it does require assembly, the product is accompanied by a sheet containing step by step assembly instructions explaining how to do it.

At the time of delivery, verify the conformity and condition of the products, the integrity of the packaging and that the number of packages delivered correspond to what the delivery note indicates. If you detect any inconsistency, write on the delivery note "I accept with reservation" and also specify the cause.

To process any incident, you must always do it through the website, within your personal account:
1. Log in and access the "My Orders" section.
2. Select the order you want to return by clicking on “View Order”.
3. Click on “Return the order or process an incident”.
4. Select any item in your order.
5. Fill out the form to process your issue by selecting the option “I received something that I had not asked for”. You must indicate in “Notes” the piece or pieces that you have received and had not ordered. The more details you enter, the better they will help us to speed up the process.
We will send you an e-mail within a maximum period of 3 working days with the outcome of your request. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.
IMPORTANT: In order for us to collect your order, it must be disassembled and in its original packaging with its internal protections.

The carrier will get in touch with you through a text message or an email to arrange for a second delivery date.

The delivery date of the product is specified both in the file of each product and in the last step of your purchase.
If your basket has more than one product, you can see the delivery date of all products in the last step of the purchase.
Remember that if there are different delivery dates you can always choose the option of partial or full delivery.
Once the payment of your order is verified, you will receive an e-mail with more detailed information about the delivery day.
When the order leaves our warehouse, you will receive a new e-mail from the courier specifying the delivery date. Deliveries will be made between Monday and Friday, only on working days.

Log in and follow the status of your order in My Orders, within My Account.
Your order will be in one of the following statuses:Your order will be in one of the following statuses:
- Pending: we have correctly received your order but we have not received payment. This occurs when you have selected the transfer payment method. If we do not receive the money in 5 days, the order will be cancelled.
- Confirmed: we have correctly received your order and it is being prepared at our warehouse.
- Cancelled: your order has been cancelled. If not, contact us here.
- Delivered: your order has reached your home.
Both the courier and ourselves will send you an e-mail containing the order tracking number.

We can only cancel your order if it still hasn't been sent. In that case, contact us here.
If it has already been sent and you want to cancel it, you must wait until you receive it and then process the return through the website, within your account. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address you used to place your order and follow the steps explained above.
For amendments or changes to your order, contact us here.

You can check where your order is in the e-mail that includes the tracking number. If you have any questions, contact us here and we will help you solve them.

DPD and TNT deliver Home Standard orders within a period of between 5 and 7 working days from the date on which they leave our warehouse.

Dascher delivers Home Standard orders within a period of between 5 and 7 working days from the date on which they leave our warehouse.



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3. Payments and Billing


We don't have physical stores yet, but if you come to visit us in Spain, these are the payment methods:

- Credit and debit card (no minimum purchase amount)
- Cash up to €2,500
- Gift vouchers

*You must present an identity document for card payments over €3,000.

You can amend your billing information from your customer account:

1. Log into your account
2. Click "Address Book"
3. Select the billing address you want to edit and click "Edit"

If you are placing your order, in the last step of the purchase, you can change your billing information in the "Billing and delivery address" section.

At Kave Home we take the security of your personal and bank data very seriously. Buy with your card securely through the Stripe payment platform, which allows you to buy on-line using the SSL security protocol. You know that our web server is protected by the closed padlock icon next to the page URL; or directly from the URL because it starts with "https".

We accept almost all credit and debit cards. You can also pay with PayPal or bank transfers.

Of course. Once you finish making your purchase, you can make the transfer within 5 working days. It is important that you include your order number in the transfer concept. If we don’t receive the payment within 5 working days, we will proceed to cancel the order.

PayPal is a platform, where you can make your payment securely through your personal PayPal account or your bank card, without sharing your bank details.

To download your order invoice, log in and access the "My Orders" section within your personal account. Once you have selected the order you want the invoice from, click on the "Download Invoice" button that you will find at the bottom. If you have placed an order as a guest and therefore do not have a personal account, you must create a new account with the same e-mail address with which you placed the order and follow the steps explained above.



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4. Orders


No. You can make a purchase as a guest. Although we recommend having an account, so your information is saved for future purposes. Remember that in order to later process an incident or return, you must provide us with your information.

Check the spam or junk folders of your e-mail. If it is not there, contact us.

For amendments or changes to your order, you must cancel the one you have made and make a new one with the products you want. We can only cancel your order if it has not yet been sent. In that case, contact us here. If it has already been sent and you want to cancel it, you must wait until you receive it and then process the return through the website, within your account. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address used to place your order and follow the steps explained above.

We can only cancel your order if it has not yet been sent. In that case, contact us here. If it has already been sent and you want to cancel it, you must wait until you receive it and then process the return through the website, within your account. If you placed the order as a guest and, therefore, your order is not linked to any account, create an account with the same e-mail address used to place your order and follow the steps explained above. For amendments or changes to your order, you must cancel the one you have made and make a new one with the products you want.

To track your order, you must log in and then you can follow the status of your order in My Orders, within My Account.
Your order will be in one of the following statuses:

- Pending: we have correctly received your order but we have not received payment. This occurs when you have selected the transfer payment method. If we do not receive the money in 5 days, the order will be cancelled.
- Confirmed: we have correctly received your order and it is being prepared at our warehouse.
- Cancelled: your order has been cancelled. If not, contact us here.
- Delivered: your order has reached your home.

Both the courier and ourselves will send you an e-mail containing the order tracking number.

To place an order, select the product you want, enter the amount and add it to your basket. It's that easy! In the upper right corner, on the bag icon, you will see the number of products in your basket. If you click on that, it will bring up all the details.
Once you are ready, click on "Proceed to payment".
You can also visit out stores to make a purchase or place an on-line order through our computers.



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5. Products and Availability


On our website you can search by category or subcategory. Once you are within the category or subcategory you want, we recommend you use the filters for a more accurate search. You can filter by colour, material, style, price, measurements and other features.
If you have the reference of the product you are looking for, you can enter it into the website search engine and go directly to it.

Upon delivery, all products have a 2 year guarantee for manufacturing defects. Our guarantee covers the repair and/or replacement of the affected parts in the event of manufacturing defects. For the validity of the guarantee, it is essential to provide the purchase details, product reference, the defect and the affected part, as well as images showing the damages or defects. If not, we reserve the right not to enforce the guarantee or generate a charge for the transportation and repair of the product when the problem is not derived from a manufacturing defect covered by this guarantee.

The following are excluded from the guarantee:

- Products that show damage caused by an assembly not in accordance with the assembly instructions provided by Kave Home, as well as the use and maintenance of the product.
- Transporting the product without the original packaging.
- Burns, cuts, dints, creases, marks, scratches or other damage caused by animals or improper or incorrect use of the product as recommended and advertised.
- Use and contact with chemical products (acids, solvents, dyes, paint, ammonia, lacquers or other hairdressing products...), treatment with cleaning products not indicated for the specific upholstery of the guaranteed product.
- Natural variations of colour or texture typical of normal use and/or maintenance not in accordance with the manufacturer's specifications.
- Non-premature wear or ageing of the product. - Indirect damages and losses of any kind.

Each collection is created in our Product department. Our designers follow the entire design process of each of the products, always focusing on the latest trends and on precision and care in the design, as well as in the quality and manufacturing systems.

All products on the website are available, although the delivery date may vary. To know if there is exact availability of a product, you should look at the information on the expected delivery date that you will find on the page of each product, just below the name of the product. These dates will give an estimate of your availability at that time.
You can also see the delivery date of the product in the last step of the purchase.
If you have more than one product in your basket and there are different delivery dates, you will see the different delivery dates in the last step of the purchase when you choose the option of partial or full delivery.

You will find all the details and features of a product on each product's page, under the section "Technical Details".
You can check information about the packaging, dimensions, features, materials, whether or not assembly is required, among others.
For the products that require assembly, you can also download the "Assembly File".

Although we do not send material samples of a product, you can visit our physical stores where we have a large sample of materials. Furthermore, on the page of each product you will find images of the details that you can expand by clicking on the image to better view the material.

At the moment we do not make customised products, although many of our products are available in various sizes and colours so you can find what suits you best.

On the page of each product, within "Technical Details", there is a "Maintenance and guarantees" table where you will find the country of origin.

We have more than 5000 references available on the website so we cannot have them all in our physical stores. Even so, you can see the entire product catalogue using the computers that we have in the stores as well as consult our extensive sample collection of materials and colours. Our team of interior designers and architects will always help to find what you are looking for.

Yes. All our stores have computers to make purchases through the website. Our team of interior designers and architects will help and advise you on everything you need.



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6. Account and Personal Details


We are sorry to say that there is no loyalty card at the moment. An amazing alternative to that, is the option to subscribe to our newsletter and take advantage of exclusive promotions.

Don't worry, we've all been there!
At the login section, click on "Forgot your password?". We will proceed to send you an email with instructions for setting up a new password.

At the bottom of the main page you will find a specific section to subscribe to our newsletter.
And, good news! When you sign up for our newsletter, you will get sended a €20 discount off your next purchase.

You can unsubscribe at any time by entering any newsletter and selecting the "Unsubscribe" option that appears at the bottom.

Of course! To change e-mail address, you have to log in to your account, go to the "Personal information" section and click on "Amend Profile". There you can update the e-mail address for the new one.

You can exercise your rights of access, rectification, cancellation, objection, restriction of treatment and portability at any time at our registered office (C / Tallers 14 Sils, 17410, Girona), or by contacting us here. You must provide us with your ID or another document that accredits your identity.

You can do this by logging in to your account and accessing the "Personal Information" section



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7. Kave Pro


Kave Home offers professionals the Kave Pro programme with many benefits and advantages for their projects. For more information about Kave Pro, click here.
Advantages of our Kave Pro programme:

- Special and exclusive prices and discounts for you.
- More than 5,000 models available and 250,000 pieces in stock.
- Multiple forms of payment and express delivery from 48 hours.
- Exclusive conditions with an agent for when you need it.
- 40 new items per week with the latest trends and all styles.
- A team of designers with special attention to the quality and details of our products.


You can register directly for our programme here.
The conditions to validate your registration for our Kave Pro programme are as follows:
- Be a professional in the sector or perform a related activity.
- Have a Tax ID (CIF) number or be able to prove your activity as a freelancer.

You can register directly to our Kave Pro programme here.
Once your request is received, an advisor will contact you as soon as possible to validate your registration and send you your professional discount code.
Registration for the professionals programme is validated in accordance with the registration conditions.

In order for your Kave Pro discount code to work correctly, check that you are placing your order whilst logged in with the e-mail address you provided for the programme.
If you are and you still have problems, contact us here.

The discount percentages are determined by our advisers according to your profile. The terms and conditions of your Kave Pro account are reviewed every year by our team based on the volume of your orders.



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8. Promotions


Discover the vouchers we have for you at Kave Home through our website, newsletter and our social networks. Be the first to find out about our discount vouchers at special times, for a limited time and lots of other promotions.
Sign up to our newsletter and get 20€ of discount for purchases over 200€.

Discover all the offers, discounts and sales that we have for you at Kave Home through our website, newsletter and our social networks. Be the first to find out about our discounted products at special times and for a limited time, as well as free shipping on purchases over €300, and a multitude of other promotions.

Summer Days promotion. Up to a -50% on the "Summer Days" product selection. Limited units. From the 26/06 to the 30/09. On the 25/06 at 20h there will be an exclusive preview to our promotion for those who are subscribed to our newsletter.



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9. Customer Service


Here in our FAQ the answers to the most common questions. Feel free to contact us from Monday to Friday from 8 am to 7 pm in our online chat or via our contact form. UTC/GMT Madrid time zone.



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