Frequently Asked Questions
Please utilize our Online Contact Form
Orders are placed online, if you need assistance, please email Customer Service
We are here to assist you with inquiries or concerns!
Please email Customer Service
Service Hours: Monday-Friday: 6:00 a.m. - 2:30 p.m. PT.
Received merchandise that is defective or damaged in transit?
Missing items from your order?
Report your issue within 15 days of delivery for replacement.
Email Customer Service and include your order number, item number, quantity, damage description (if applicable) and photo.
Find our complete claim policy in our FAQ's
My Account Support:
You can easily check registration status by clicking on the Forgot your Password? link at My Account
If you have registered, your password will be emailed to you.
If you receive the error message - "A valid email address is required to retrieve your password" - you are not registered.
Please register if desired.
- Orders of 700.00 or more in merchandise are eligible to receive a 10% discount!
- Enter coupon code b10 in checkout.
Order Processing & Change Orders:
In order to provide excellent service and speedy order processing we cannot accept order changes or cancellations.
Once you submit your purchase you will be unable to change quantities, add or remove items from your order.
Any changes will require an order to be cancelled as we cannot make changes or add to an existing order.
Please be sure to review your order carefully before purchasing.
Orders placed on major holidays are queued for processing the next business day. Shipments dispatch Monday - Friday.
Prices and items are periodically subject to change. We reserve the right to correct typographical, descriptive and photographic errors.
Orders based on incorrect information are subject to cancellation. purchasing.
If your order is returned to us undeliverable or refused, a refund is issued less return freight charges and a 20% restocking fee.
Original shipping is non-refundable.
Terms of Sale:
Payment is made before shipment.
Payments accepted in US credit card or PayPal funds.
All prices are subject to change without notice.
Sale prices do not apply to previous purchases.
Accepted Payment Methods:
We accept payment through Visa, MasterCard, Discover, American Express and PayPal.
For our customers with PayPal accounts we also offer "Bill Me Later", a convenient credit option offered by PayPal, that allows you to buy now and pay later.
Please note: No matter which payment option you use, Koehler Home Décor does not store your credit card information. You may find it helpful to use Yahoo Wallet or the form function of your favorite browser to fill in your payment information on repeat orders.
When Will My Credit Card Be Charged?:
Your order is processed for immediate shipping and your payment is secured.
Credit Card Fraud:
Koehler Home Decor participates vigorously in merchant organizations that are united in their effort to reduce credit card fraud and protect internet consumers; we utilize several systems available to us to ensure that credit card transactions are legitimate and secure. Orders using incorrect billing addresses will be cancelled.
How to Order:
Please note that we reserve the right to require additional forms of identification prior to processing any order. Failure to provide requested information promptly will result in order cancellation.
All purchase transactions take place on a secure server using 256-Bit Encryption protecting both your personal information and your credit card transaction. We will never sell, divulge, disseminate or give away any information submitted to this site to outside parties for any reason.
We're sorry; we do not accept purchase orders or faxed orders.
International orders may ship to Koehler Home Décor approved freight forwarders in the USA.
Please visit our wholesale information for details.
Koehler Home Décor does not accept back orders, if an item purchased is out of stock, your order will be adjusted and you will receive a confirmation email with your order total promptly.
Free Drop Shipping:
Koehler Home Décor does not charge any additional fee for drop shipping to your recipient (regular shipping rates apply).
Your billing address matching the applicable credit card is the billing information and your package recipient's address is the ship to information.
The email address you furnished us with when ordering will receive an order confirmation and shipping notification including the package tracking number.
Please visit our shipping page for detailed shipping information.
How to Return Orders - DO NOT RETURN DAMAGED MERCHANDISE:
Request a Return Authorization Number (RA#) by emailing Returns, include your order number and the reason for the return.
To be eligible for a return, your items must be in their original condition and in its original package.
Return arrangements are the responsibility of the purchaser.
We must RECEIVE the package within 30 days from the order date.
Refunds are only issued once we have received the merchandise.
Pack your shipments well, merchandise damaged from inadequate packaging is non-refundable.
Shipping is non-refundable.
Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your return.
If your return is approved, a credit will be applied to your original form of payment.
Damage/Shortage Claims - Accepted Once per Order:
Inspect your merchandise upon arrival and report any discrepancies within 15 days of delivery.
Claims will not be honored if reported past 15 days of delivery.
A photo of the damaged item is required on all damage claims.
Claims must be submitted in writing.
There is no additional cost for your replacement.
Please wait until you have received your entire order before submitting a claim.
We cannot replace items more than once per order and submitting additional claims will result in denial.
Actual product color may vary slightly as viewed on different monitors and browsers. Claims are not honored on slight color variations.
Submit your claim and photo
All export orders are insured to our US delivery point only. We cannot replace/refund merchandise that has traveled via 3rd party carrier.
We respect your privacy and Koehler Home Décor will never release or sell any information about you to third parties.
For information about Security, please visit our Security Policy Page.