Frequently Asked Questions
General Questions
What is KochDecoration.com?
We are your premier online destination for premium home decor and lifestyle products, offering carefully curated pieces to enhance your living spaces.
Product Information
Where are your products sourced from?
We work with artisans and manufacturers worldwide to bring you unique, high-quality home decor items that meet our strict quality standards.
Do you offer custom orders?
While we primarily stock standard products, some items may be customizable. Please contact our customer service team for specific inquiries.
Ordering & Payment
What payment methods do you accept?
We accept all major credit cards, PayPal, and Apple Pay. All payments are processed securely through encrypted systems.
Can I modify my order after placing it?
Please contact us immediately if you need to modify your order. We can only make changes before orders enter the processing stage.
Shipping & Delivery
What are your shipping times?
Standard shipping: 3-7 business days
Express shipping: 1-3 business days
International shipping: 7-14 business days
Do you ship internationally?
Yes, we ship to most countries worldwide. Shipping costs and delivery times vary by destination.
What are your shipping costs?
Shipping costs are calculated at checkout based on your location and order size. We offer free standard shipping on orders over $100.
Returns & Exchanges
What is your return policy?
We offer 30-day returns for items in original condition with tags attached. Some items may be final sale.
How do I initiate a return?
Log into your account, select the order, and follow the return process. You’ll receive a prepaid return label for domestic returns.
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive and inspect your return.
Product Care
How should I care for my products?
Each product comes with specific care instructions. Generally, we recommend gentle cleaning and proper storage to maintain quality.
Can items be used outdoors?
Product descriptions specify whether items are suitable for outdoor use. Most indoor items should be protected from weather elements.
Account Management
How do I create an account?
Click “Register” on our website and provide your email address and basic information. You’ll receive a verification email to complete registration.
I forgot my password – what should I do?
Use the “Forgot Password” feature on the login page. Reset instructions will be sent to your registered email address.
Technical Support
The website isn’t loading properly
Try clearing your browser cache and cookies, or use a different browser. Ensure you have a stable internet connection.
I’m having trouble checking out
Verify that your payment information is correct and that your browser is updated. Contact us if issues persist.
Customer Service
How can I contact customer service?
Use our online contact form for the quickest response. We typically reply within 24 hours during business days.
What are your customer service hours?
Monday-Friday: 9:00 AM – 6:00 PM AEST
Saturday: 10:00 AM – 4:00 PM AEST
Closed Sundays and public holidays
Warranty & Quality
Do your products come with warranty?
Many products include manufacturer warranties. Please check individual product descriptions for specific warranty information.
What if I receive a damaged item?
Contact us within 48 hours of delivery with photos of the damage. We will arrange a replacement or refund.
Additional Services
Do you offer gift wrapping?
Yes, we offer gift wrapping services for an additional fee. Select this option during checkout.
Can I include a gift message?
Absolutely! You can add a personal gift message during checkout that we’ll include with your order.
Still have questions?
Our customer service team is always happy to help. Contact us through our website for personalized assistance with any queries.