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 customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469. We are happy to help!

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

1. Shipping Methods

We offer a variety of shipping options to meet your needs:

Pick Up from Store:

• You may opt to pick up your purchase in store at our Raffles City Showroom.
• Pick up address is: Kave Home Singapore, Raffles City Shopping Centre #03-40/41, 252
  North Bridge Road.
• Pick up hours are Monday to Friday, 12pm to 8pm.
• As transfer of orders to the pick up location is not immediate, please wait for pick up confirmation before proceeding to pick up your order. 
• You may expect to receive a pick up confirmation within 5 days from your order date. 
• Do note also that some items may not be suitable for self pick up as they may be heavy or bulky. For such cases, our customer agents will do our best to inform you prior to arranging this pick up.  
• Should you change your mind on self pick up and would require a delivery service, do notify our agents as soon as possible.  Shipping fees may apply which might be higher than our published fees of $50 as sometimes it may also cover transfer & processing fees that are applicable for change of mind after the item has been transferred to the pick up location. 

Home Plus:

• Lift level delivery to your home, to be placed at the desired place of your choice.  This delivery does not include assembly of the item.  
• Staircase charges are applicable for delivery of items not on ground/lift level at $20 per flight per item.
• For in stock items, you may expect to receive a delivery appointment confirmation within 7 days.
• For pre-order items, you may expect to receive an update with an estimated delivery date upon order confirmation. 
  Typically it takes us about 10-11 weeks to have the item delivered to you, you may expect to hear from us about 8 weeks or so after the order is placed.  Should you have queries on this, do contact us at our customer service line at +65 8893 6469.

Here are the charges for Home Plus Delivery:

ORDER <SGD 500 - DELIVERY FEE $50

ORDER >=SGD 500 - DELIVERY FEE FREE

Home Assembly

• Lift level delivery to your home to be placed and assembled at the desired place of your choice.  
• Staircase charges are applicable for delivery of items not on ground/lift level at $20 per flight per item.
• For in stock items, you may expect to receive a delivery appointment confirmation within 7 days.
• For pre-order items, you may expect to receive an update with an estimated delivery date upon order confirmation.  Typically it takes us about 10-11 weeks to have the item delivered to you, you may expect to hear from us about 8 weeks or so after the order is placed.  Should you have queries on this, do contact us at our customer service line at +65 8893 6469.

Here are the charges for Home Assembly Delivery:

ORDER <SGD 500 - DELIVERY FEE $50 + Item Assembly Fee

ORDER >=SGD 500 - DELIVERY FEE FREE DELIVERY + Item Assembly Fee

Item Assembly fees are calculated based on the amount of time needed to assemble the item.  The item assembly fees are calculated upon check out when indication of assembly is required during purchase. 

Kave Home Assembly service only applies to assembly of furniture items, we are unable to do installation of items that require product modification, drilling of walls, plumbing or electrical installation.

2. Order Processing Time

Orders are typically processed within 1-2 business days after your order is placed. Orders placed on weekends or
holidays will be processed the next business day.

3. Order Changes or Cancellations

Once your order has been processed and shipped, we cannot make changes or cancellations. Please double-check your order before confirming your purchase.

4. Returns & Exchanges

If you need to return or exchange your items, please refer to our Return Policy
for detailed instructions. Return shipping costs are the responsibility of the customer unless the item is defective or incorrect.

5. Contact Us

If you have any questions regarding our shipping policy or need assistance, please contact us at:

• Email: customer@kavehome.sg
• Whatsapp Call/Text: (65) 8893 6469

Thank you for choosing us! We appreciate your business.

The carrier will get in touch with you through a text message or an email to arrange for a second delivery date. Please take note that there will be failed delivery charges. 

If your purchase is above S$500, there will be failed delivery charge of S$100. If your purchase is below S$500, the charges will be 10% of the total order value. 

Unfortunately, we do not currently deliver to other islands other than Sentosa. 

You can contact us by sending an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469. We are happy to help!

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

In each product listing on our website, 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.  

(If staircase is involved, there will be additional charges of $20 per flight of staircase per item).

If you haven’t received your order, don’t worry – it’ll arrive in the next few days. Sometimes the transport company divides the order into separate deliveries for logistical reasons. If you still haven’t received the rest of your order 3 working days after the first part arrived, report the incident on our website. Here’s how to do that.

If you’re placing your order and you want to receive it on a later delivery date, you must contact us and indicate the day and time you would prefer us to send it. Please note that the new delivery date you specify must be less than 2 months from the time of purchase. If your order has already left our warehouse, you’ll have to wait for the delivery company to contact you to agree a new delivery date with them, if possible.

Check the spam and unwanted folders on your email account. If it’s not there, contact us here.

To check the status of your order:

• Log in to your account
• Go to “My Account”
• Click on “My Orders”
• Select the order you want to check

The status of your order will be one of the following:

– Pending: Your order has been received successfully but we are awaiting payment. This happens when you select the pay by transfer option. If we haven’t received payment within 5 days, we will cancel the order.

– Confirmed: Your order has been received successfully and is being prepared in our warehouse.

– Cancelled: Your order has been cancelled. Not the case? Contact us here.

– Delivered: The order has arrived at your home. You’ll receive an email with your order tracking number from us and the delivery company.

All additional costs related to lift rentals, storage, or absence of the client in breach of the commitment made when making the appointment, and any risk of damage arising from these problems, shall be borne by the customer. In the event that delivery cannot be made on the arranged day due to access or passage difficulties not previously indicated by the client, or due to the absence on the day of the delivery agreed with the transport company, Kave Home will charge delivery costs again. Kave Home is not responsible for packages that, because of their size, do not fit through building access points, such as the door, elevator, or stairs. Because of this, it’s important that you double check the package measurements before making your purchase. On the product detail sheet below the product description you will find the packaging specifications of the product: the number of boxes, their size and weight etc. In the event that the packages cannot be delivered because of its size, the cost of delivery will not be refunded. The customer commits to being in the delivery location on the day agreed with the transport company, and to verify that the delivery is correct upon receipt.

The delivery date will be specified on the product receipt and in the final stage of checkout. If your basket contains more than one product, you’ll see the delivery date for all items in the final stage of checkout. Remember, if there are different delivery dates you can always choose between partial or full delivery options. Once payment for your order has been verified, you’ll receive an email with more detailed information about delivery. When your delivery leaves our warehouse, you’ll receive a new email from the delivery company specifying your delivery date. Deliveries are made on working days from Monday to Friday.

When your delivery arrives, please check the following:

– That the products are the ones you ordered and in good condition.

– That the packaging is intact.

– That the number of packages delivered corresponds with the number on the delivery note. If you’ve chosen the Home Plus or Home Assembly options, the courier will contact you to organise the delivery of your order. When your delivery arrives, also check that the service has been carried out correctly and that there has been no damage to your products or home. If there is damage, you must make sure the incident is stated in the delivery note. If something isn’t right, put “I accept with reservation” on the delivery note and say why. When reporting damage or a defect, you must supply photographic evidence, both of the product and of the label on the packaging.

If your order includes products with different delivery dates, you’ll be able to choose between partial or full delivery at the final stage of checkout. Partial delivery: your order will arrive in 2 deliveries, the first with the items that have the delivery date closest to the current date and the second with the rest of the items based on the latest delivery date. Full delivery: everything will come in one single delivery, based on the latest delivery date.

The following is a complete list of countries we ship to. If your country is not included in this list unfortunately we don’t deliver there yet:Australia, Austria, Belgium, Bulgaria, Denmark, Croatia, Czech Republic, Denmark, Estonia, Finland, Germany, Great Britain, Greece, Hungary, Ireland, Italy (includes Sardinia and Sicily), Latvia, Lithuania, Luxembourg, mainland Spain (includes Balearic Islands), Metropolitan France (includes Corsica), Monaco, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Singapore, South Korea, Sweden and Switzerland.

You can check the status of your order directly by clicking here. You’ll need the email address used to place the order, and the order number. If you have any doubts, please get in touch with us sending an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

For requests of order cancellation, please send us an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469. Please note that if the order has been received, restocking fees might be applied. Restocking fees are
administration fees that is incurred to restock items after they have been delivered, our restocking fees are 30% of original purchase price.

For Pre-order items, it is not eligible for modification, changes or cancellation/refund 14 days after the order date. This is because preorder items are specially ordered for you. After 14 days, it would have been shipped out from our global warehouse to you.

The product specification section of each item will say whether it needs assembling or not. If it does need to be assembled, it will come with an instruction manual with a step-by-step guide on how to do this.

Once you have made an order, you have 14 days from order date to change your mind.

If you order has been delivered, you may qualify for a return/refund under the following conditions:

1) Your order is not a pre-order.  If you have made a pre-order, it is not eligible for a return/refund 14 days after the order date.  This is because pre-order items are specially ordered for you.

2) You make your return request within 14 days from the date of delivery.  Do note that restocking fees maybe applicable.

IMPORTANT: In order for us to collect your order, it must be disassembled, in its original packaging and with its internal protections. Items that have been damaged in the process of self-assembly will not qualify for return or refund.  

For such requests, please send us an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

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 by sending an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

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

Once you have your order, you have 14 calendar days from the delivery date to process a return under warranty.

 For Pre-order items, it is not eligible for return/refund 14 days after the order date. This is because pre-order items are specially ordered for you.

 Please send us an email to customer@kavehome.sg or Whatsapp
Call/Text Only to +65 8893 6469.

IMPORTANT: Your order needs to be disassembled and in its original packaging with filler padding if we are to collect it. 

Once items have been returned to Kave Home, we will make the refund within 10 working days. The refund will be reflected in your original payment mode’s statement of account. How soon this will be reflected in your account statement will depend on the respective banks. Typically within 10 days you will be able to see this refund effected.

Once you have your order, you have 14 calendar days from the delivery date to process a return under warranty. Return of item at our retail store is possible. Do note that restocking fees maybe applicable.  Please send us an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

IMPORTANT: Your order needs to be disassembled and in its original packaging with filler padding if we are to collect it.

However, if you have pre-ordered the items online, it is not eligible for return or refund 14 days after the order date. This is because pre-order items are specially ordered for you.

When items are returned due to withdrawal or change of mind, there will be a 30% restocking fee of the original amount paid. Shipping/installation/delivery costs will not be refunded. 

Once you have your order, you have 14 calendar days from the delivery date to report the issue.  Please send an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

IMPORTANT: Your order needs to be disassembled and in its original packaging with filler padding if we are to collect it. 

If the order has been sent and you want to make a change, please send us an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

For in-stock items that have not been received, please contact our friendly customer service officers by sending an email to customer@kavehome.sg or Whatsapp Call/Text Only to +65 8893 6469.

For Pre-order items, it is not eligible for modification, changes or cancellation/refund 14 days after the order date. This is because pre-order items are specially ordered for you. After 14 days, it would have been shipped out from our global warehouse to you.

You can use the following payment methods:

• Visa, Master Card or Amex.
• Bank transfer: Once you’ve completed your order, you’ll have 5 working days to make the bank transfer. It’s important to state your order number in the reference for your transfer. If this period elapses and we haven’t received it, we’ll cancel your order.

You can change your billing information through your customer account: 1. Log in to your account 2. Click on “Address book” 3. Select the billing address that you want to edit and click on “Edit” If you are making an order, you can change your billing information in the final stage of checkout in the section “Billing and delivery address”.

To download the invoice for your order: Go to “My Account” and log in Go to the “My Orders” section Once you’ve selected the order you want the invoice for, click the “Download Invoice” button. If you checked out as a guest and, as a result, don’t have a personal account, you’ll need to create a new account with the same email address that you used to make the order and follow the steps explained above.

All products on our website are available. To check exact availability for a product, look at the information for the estimated delivery date that you’ll find on every product page, just below the product name. These dates will give you an estimate of the item’s availability at that time.

On the product profile you’ll find the packaging specifications for the product: number of packages, size, weight, etc. This way, you can check whether there’ll be any issues when the delivery is being carried out.

The guarantee period is for 1 year from the date of delivery.To ensure your guarantee is valid, you’ll need to provide details of purchase, the product reference number, the defect and part affected, and images that show the damage or defect. If not, we reserve the right to not implement the guarantee or charge for transport and repair costs when the problem isn’t due to a manufacturing defect covered by this guarantee. This guarantee does not cover:

– Products that are damaged by assembly not in accordance with Kave Home instructions, as well as by use or maintenance of the product.

– Transport of product not in its original packaging.

– Burns, tears, marks, creases, scratches or other signs of damage caused by animals or inappropriate or incorrect use of product that contravenes that recommended and publicized.

– Use and contact with chemical products (acid, solvents, dyes, paint, ammonia, lacquer, or other hair products…), treatment with cleaning products not specified 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 specifications of the manufacturer.

– Wear that is not premature or aging of the product.

– Indirect damage or loss of any kind.

We can help you with proper disposal of your old furniture. Our charges are starting at $100 per item.

At the moment, we do not make products to size, although many of our products are available in a variety of sizes and colours so you can find the one that’s best for you. 

On our website, you can search by category or subcategory. Once on the category or subcategory page you want, we recommend you use the filters to get a more exact search. You can filter by colour, material, style, price, size and other characteristics.

If you have a reference number for the product you’re searching for, put it into the search bar on the website to go directly to it.

Follow us! Discover the latest promotions on our website, newsletter, and social media channels. Be the first to find out about our special, limited time discount vouchers among our other promotions.

Discount codes and vouchers can not be used in conjunction with each other, or in combinations.

Discover all the offers, discounts and deals we have for you at Kave Home on our website, newsletter and social media channels. Be the first to find out about our special, limited period reduced items, as well as free deliveries on orders and a load of other promotions. 

Discount codes and vouchers are not accumulative.

You can unsubscribe whenever you want to by going into any newsletter email and selecting the option “Unsubscribe” that appears at the bottom.

In the login section, click on “Forgotten your password?” and we’ll email you with instructions on how to set up a new one.

At the bottom of the main page, you’ll find a specific section for subscribing to our newsletter. And when you register for our newsletter, you’ll get a $20 discount on your next order over $200 using the code we’ll send you.

You can do this by logging into your account and accessing the “Personal information” section. From there you can change details about your account. If you want to change the email address you used to create your account, you need to click on “Change profile” within the “Personal information” section. Keep in mind that if you update the delivery address and/or the email address in your customer account, it will update for all future orders, but will not update for any orders that are currently being processed.

You can visit us at Raffles City Shopping Centre #03-40/41, 252 North Bridge Road, Singapore 179103. We’re open daily from 10am to 10pm.

To reach our Raffles City store, please call us at +65 9788 0751.
If you are looking for customer support, please Whatsapp Call/Text Only to +65 8893 6469 or email us at customer@kavehome.sg.

Here is a store locator where you can look up the address, opening hours and contact details for our stores.

At the moment it’s not possible to buy online and collect in store, but we’re working on it.

For your Kave Pro code to work properly, check you’ve logged in with the email address you gave us when you signed up for the program when making your order. If you’re still having problems, contact us at kavepro@kavehome.sg.

You can sign up directly to our Kave Pro programme here. Once we’ve received your request, a consultant will contact you as soon as possible to activate your account and send you your professional discount code. The conditions for joining our Kave Pro 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 Kave Pro programme: Special prices and discounts exclusive to you. More than 5,000 available models and 250,000 pieces in stock. Multiple payment methods and express delivery from 48 hours. Exclusive terms with an agent for when you need it. 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.