FAQs

You can find most answers to your questions via our FAQ's. If you can’t find your answer, you can contact us by sending an email to info@kavehome.mt. We are happy to help!

Our customer service operating hours are Monday to Friday from 9am to 6pm.

You can track the delivery of your order in the ‘My Orders’ menu on the My Page.

Please refer to the following order statuses:

• Preparing for Shipment: The order is confirmed, and the products are ready to be shipped from the logistics center.
• Order Canceled: The order has been canceled. If you did not request the cancellation, please contact customer service.
• Delivered: The order has been shipped from the logistics center and is on its way to you. For regional deliveries, the status might show as shipped when it reaches the regional logistics center, and the actual delivery date will be scheduled separately with you.

Depending on the imported product, there are both fully assembled items and unassembled products that require assembly. You can check whether the product you are purchasing requires assembly on the product information page on the website.

For parcel delivery, products are shipped in a basic unassembled state to prevent damage. If the product is not already fully assembled upon import, you will need to assemble it yourself after receiving it. The assembly instructions and necessary parts are included in the package.

For home assembly delivery, the delivery personnel will either assemble the product on-site during their visit or, depending on the product, may arrive with it pre-assembled.

Certainly!

If you wish to receive the product later than the estimated delivery date mentioned on the website, please be sure to specify the desired delivery date in the delivery note when placing the order.

Delivery address and contact information can be modified by emailing info@kavehom.mt.

Delivery is only applicable to ground floor, or if elevator is large enough for the goods purchased, if not a high up needs to be booked at clients expense.

The transportation/disposal of existing furniture is not available. 

Partial Delivery:

When the availability of the products you’ve ordered varies based on inventory status and import schedules within the logistics center, partial delivery allows you to receive the items that can be shipped sooner first. This way, you can get the products that are available for delivery quickly while waiting for the remaining items to be shipped at a later date.

Complete Delivery:

On the other hand, complete delivery involves waiting until all the products are ready for shipment, and then dispatching them together. This means that you will receive all the items in a single shipment once everything is prepared for delivery. Only complete delivery is included in the price paid, for partial delivery an additional cost will apply.

Parcel Delivery: Cheonil Hwamul Parcel Delivery

(If there is no Cheonil Hwamul branch at the delivery location, it will be transferred to another courier for shipment.)

Home Assembly: For the metropolitan area (Seoul/Gyeonggi/Incheon), Kave Home’s specialized delivery person will visit unless there are special circumstances. In other regions, skilled furniture installation specialists from affiliated outsourcing companies will handle the installation.

*Exchange&Return policy

Please make sure to review the following information carefully before placing your order.

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[One-way Transportation Fee will be charged for the following cases]

● For the Seoul Metropolitan Area, cancellations made one day before the designated delivery date (free cancellations are possible up to two days before the designated delivery date).

● For non-metropolitan areas, cancellations made one day before the transfer to the local center (free cancellations are possible up to two days before the transfer to the local center).

*Non-metropolitan deliveries: areas excluding Seoul/Gyeonggi/Incheon.

*The schedule for transfer to the local center will be notified via phone call or text message.

*For parcel courier shipments, free cancellations are possible until the courier dispatch. After the courier dispatch, one-way or round-trip transportation fees may be charged depending on the delivery status. (Orders placed before 12 PM will be dispatched on the same day).

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[Round-trip Transportation Fee will be charged for the following cases]

● Return/Exchange after recieving the products.

● Cancellations or changes on the delivery day.

● Inability to receive the delivery due to customer’s fault (e.g., absence at the scheduled time, narrow entrance/installation space causing exchange/return, etc.).

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[Exchange and Return Not Allowed for the following cases]

● Due to the nature of furniture, once assembled or installed, the product’s value decreases, making resale impossible. Therefore, exchanges/returns are not allowed after assembly or installation (except in the case of product defects).

● If the packaging box or packaging materials are lost or damaged, making it difficult to repackage the product in its original condition, exchanges/returns are not allowed as resale is impossible.
(For Home Assembly deliveries, the packaging materials will be collected and disposed of by the installer for customer convenience after installation. Please inform the installer on-site if you do not wish to have the packaging materials collected, as exchanges/returns are not allowed once the materials are collected.)

● For custom-made products or products with post-processing requests (e.g., drilling, cutting, etc.), cancellations or changes are not allowed after the order is placed, even before delivery.

● For refurbished products, a penalty of 10% and round-trip transportation fees will be charged for exchanges/returns after delivery.

● For pre-order products, a cancellation fee of 5% before delivery and 10% after delivery will be charged along with round-trip transportation fees, as these products are ordered separately upon customer request. (Free cancellations are possible on the order day).
Learn more about Pre-order products

● Deposits paid to hold stock are non-refundable.

Please check for any issues with the product together with the installer upon installation, and report any defects or requests for exchanges/returns to the customer service center within 7 days of receiving the product.

When reporting defects, please include photos or videos that can verify the issues with the product.

Customer service can be contacted via KakaoTalk, email, or phone.

KakaoTalk: @kavehome / Email: help@kavehome.co.kr / Phone: 1899-3959

Shipping costs are automatically calculated and determined by the system based on the total volume and the total quantity and
amount of the products in your cart.

You can check the shipping costs during the payment step after adding all the products to your cart.

If this is your first time visiting Kave Home, don’t miss out on the free shipping benefits!

We’ll send you a free shipping code when you add Kave Home on KakaoTalk or subscribe to our email newsletter!

Add Kave Home on KakaoTalk

Subscribe to the newsletter

• If you enter the given code in the cart, the free shipping will automatically be applied.
• The code can be used with the discounted products, but cannot be used with other code.
• It can be used without a payment amount limit, but can only be used once per account.
• Additional surcharges may apply to Jeju Island and remote/mountainous areas.
• Available after sign-up.
• This event is subject to change or termination without prior notice.

Refunds are processed after the returned product has been received at the logistics center. The refund will be made using the
same payment method that you used during the purchase. Depending on the credit card company or other payment methods, it may take 2-5 business days after the return is received.

Product changes are possible until 2 days before the logistics center release. However, if you wish to exchange after the release, you need to go through the return process after receiving the product. Then, the exchange can only be processed through a new order.

• 14-Day Return Period:

Customers have the right to return standard (non-customized) furniture and décor items within 14 days of delivery.

• Condition:

Returned items must be unused, undamaged, and in their original packaging. Assembly or installation may void the right to return.

• Refunds:

Once the item is received and inspected, a full refund (including standard delivery costs) will be issued within 14 days.

• Return Shipping:

Unless otherwise stated, return transport costs are the customer’s responsibility.

• Exclusions:

The 14-day return right does not apply to:

- Custom-made or made-to-order furniture.

- Personalized or special finishes

- Items assembled or installed after delivery

• Exchanges:

Exchanges are subject to availability and handled as a new order after the return is processed.

Please check for any issues with the product together with the installer upon installation, and report any defects or
requests for exchanges/returns to the delivery persons immediately, they will
take photos and lodge the claim with customer care.

If no delivery is incurred, then When reporting defects, please include order number, photos or videos that can verify the issues with the product and email to customercare@form.com.mt.

The warranty period for free repairs due to product defects is a maximum of 2 years for domestic use and for
commercial use (hotels, restaurants, cafes, etc.). The warranty period varies
depending on the nature of the defect.

Warranty period by defect type (based on domestic use):

• Wooden structure damage/separation (within 2 years)
• Noise and shaking of wooden structure/hardware issues (within 2 years)
• Deformation of the coating on wooden/metal frames (within 2 years)
• Flattening of cushions/foam issues (within 2 years)
• Cracking due to wood shrinkage/expansion (within 2 years)
• Fabric defects, fraying/discoloration/cracking (natural occurrences included) (within 2 years)

Cases where A/S is not possible:

• Loss or damage of the product due to consumer negligence or mishandling
• Product damage due to the use of chemical products not specified on the website
• Natural occurrences inherent to materials such as wood (knots, small cracks, etc.)
• Natural color changes in the materials like wood, fabric, cement, etc.,
• Damage or malfunctions caused by movement/relocation after delivery or repairs by other companies resulting in product distortion/defects
• Damage or accidents resulting from using the product for purposes other than intended or modifications
• Discontinued products with no domestic/international spare parts available

The following material characteristics are natural occurrence.

Wood: All wooden products may have unique tones and patterns, as wood is a natural material. The color of wood may change over time based on environmental factors such as humidity, temperature, and light, which is a natural occurrence. Additionally, wood may develop small cracks due to its characteristic of contracting and expanding.

Fabric/Leather: The color and texture of fabric and leather in frequently used or sun-exposed areas may naturally change. Patterns on fabric or leather may vary slightly between products. Different fabrics require different care methods, so please refer to the website for product-specific care instructions.

Natural Rattan: Kave Home’s natural rattan products undergo a production process where they are soaked in natural mud without any chemical components to achieve a natural color. Some products may emit a characteristic mud odor when the box is opened, which is a volatile smell that disperses within a week when placed in a well-ventilated area.

Ceramic: Kave Home’s ceramic material is made of natural minerals such as feldspar and clay. The natural patterns and colors of ceramics vary between products and cannot be chosen during purchase.

Superstone/Cement: Superstone is an environmentally friendly stone made of durable cement material and straw, baked at high temperatures. During this process, the surface may develop straw-colored spots or fine bubbles, which are natural patterns that occur during production and are not defects.

In addition, the color and shape of other products may slightly differ from the lookbook/website images due to the characteristics of natural materials and variations in print sensitivity or monitor specifications, so please consider this when making a purchase.

Pre-order products are items that are currently out of stock domestically and are ordered from overseas.

The price of pre-order products listed on the website includes overseas shipping costs, so there are no additional costs beyond the product price and standard delivery fee.

*If you wish to purchase a product that is not available on Kave Home’s Malta site but is available on Kave Home’s
international site, please contact customer service info@kavehome.mt

● Delivery Time: The average delivery time may vary by product. Please check the estimated delivery time for each product on the website.
(The exact delivery date may vary slightly depending on import and customs schedules. We will notify you separately via text message or phone call whenever there are updates to the domestic arrival schedule.)

● Order Cancellation/Change (Before
Receipt): Unlike regular products, pre-order products are ordered from overseas as soon as the order is placed by customer. Free cancellation is
possible on the order day only.

● Pre-order products are imported by sea, so there are many variables such as shipping schedules and customs procedures. Therefore, it is difficult to provide an exact delivery date before the
products arrive in Malta. We share the approximate delivery schedule when
you place your order, and we will notify you via text message, email or phone
call whenever there are updates to the arrival schedule. Please understand that
cancellations/changes due to delivery schedules are not possible.

You can track the delivery of your order in the ‘My Orders’ menu on the My Page.

Please refer to the following order statuses:

• Payment Pending: If you choose bank transfer as the payment method, the order is confirmed but the payment hasn’t been verified yet. If the payment is not completed within 5 days, the order will be automatically canceled.
• Preparing for Shipment: The order is confirmed, and the products are ready to be shipped from the logistics center.
• Order Canceled: The order has been canceled. If you did not request the cancellation, please contact customer service. 1899-3959
• Delivered: The order has been shipped from the logistics center and is on its way to you. For regional deliveries, the status might show as shipped when it reaches the regional logistics center, and the actual delivery date will be scheduled separately with you.
  *The actual delivery date for courier deliveries may differ due to the scanning process of the courier company.

You can place an order as a non-member without signing up. However, becoming a member of Kave Home comes with additional benefits, so don’t miss out!

Don’t worry!

If you click on ‘Forgot Password’ on the login screen, we will send you instructions on how to reset your password to the email address associated with your account.

No problem!

However, for the management of your updated information, we recommend logging in and updating your email address.

How to update: My Page > Personal Information > Edit Profile > Update Email Address, then click ‘Save’.

Please meet us in our showrooms!

Each showroom has different displayed products. Please contact us before your visit if you want to check whether the specific product you are interested in is currently on display.

You’ll find opening hours and contact details for our stores here.

You can sign up directly to our Trade Programme here.

Once we’ve received your request, a consultant will contact you as soon as possible to activate your account.

The conditions for joining our Trade Programme are as follows: 

• You must be a professional in the sector or undertake related business. 
• You must have a CIF number or be able to prove you work on a freelance basis. 

Advantages of our Trade Programme: 

• Special prices and discounts exclusive to you. 
• More than 5,000 available models and 250,000 pieces in stock. 
• 40 new items a week in keeping with the latest trends and styles. 
• A team of designers who pay special attention to the quality and fine details of our products.