My Account

Frequently Asked Questions

Contact Information:
Please utilize our Online Contact Form

Orders are placed online, if you need assistance, please email Customer Service

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.

Order Support:
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.

Merchandise Discounts:
  • Orders of 700.00 or more in merchandise are eligible to receive a 10% discount!
  • Enter coupon code b10 in checkout.
Please note, coupon code not applied when ordering cannot be applied by customer service when your order is received.

Order Processing:
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.
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.

Address Changes, Order Changes, Order Cancellations & Non-Deliverable 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.
Please be sure to review your order carefully before purchasing.

If an error has occurred in your address and you notify us immediately we will make every attempt to assist in correcting the error.

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.

[We Accept  Visa, MasterCard, American Express, Discover 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.

Online Orders:
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.

Purchase Orders:
We're sorry; we do not accept purchase orders or faxed orders.

International Orders:
International orders may ship to Koehler Home Décor approved freight forwarders in the USA.
Please visit our wholesale information for details.

Back Orders:
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.

Shipping Information:
Please visit our shipping page for detailed shipping information.

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.
The return must be initiated within 30 days of receipt.
A 20% restocking fee applies.
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.

Pack your return shipments well, merchandise damaged from inadequate packaging is non-refundable.
Actual product color may vary slightly as viewed on different monitors and browsers. Refunds are not honored on slight color variations.

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.

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.

Privacy Policy and Security Policy:
We respect your privacy and Koehler Home Décor will never release or sell any information about you to third parties.
For our complete Privacy Policy, please visit our Privacy Policy page.
For information about Security, please visit our Security Policy Page.
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