Shipping policy
By placing an order through KANO HOUSE, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement to protect each other and to set expectations about our service.
1. General
Subject to stock availability, we endeavor to maintain an accurate stock inventory but from time to time there may be a stock discrepancy and we may not be able to fill all items at the time of your purchase. . In this case, we will contact you to find out if you prefer to wait for the replenishment of the out-of-stock item or if you prefer a voucher.
2. Shipping costs
Shipping costs are calculated during checkout based on the weight, dimensions and most importantly the destination of the items in your order. Payment for shipping costs will be collected upon purchase. This price will be the final price of your order for shipping costs.
3. Returns
The return terms are available on the Refunds Policy page for which you will find the link at the bottom of the page.
4. Terms of delivery
Generally, orders shipped internationally can be in transit for 4 days. However, this period can exceptionally be longer (up to twenty days). This varies greatly depending on the type of delivery selected and the supplier linked to the items contained in the order you have made.
delivery time
Orders are usually processed within 2 business days of payment for the order. Indeed, we leave a period of 24 hours so that the delivery address can be modified.
Our teams contact storage locations for items Monday through Friday during normal office hours, excluding national holidays, at which time dispatch will not be activated with storage locations.
When you place an order with KANO HOUSE, the maximum shipping time is 5 business days. Orders are often sent before 5 business days. However, delivery can take up to 2 to 4 weeks during this disrupted period.
It is important to note the difference between shipping and delivery. Indeed, delivery corresponds to the fact of transporting items and ensuring their delivery to a destination address. While shipping corresponds to the action of sending the items from an order.
It is for this reason that, exceptionally, the delivery time can be up to 5 weeks (2 working days for order processing, 5 working days for dispatch and 4 weeks for delivery).
These are the exceptional total delays butInfinite Flowerwould like to communicate this to you in order to avoid any source of inconvenience. That said, once this delivery time has passed, i.e. 5 weeks, we want to keep you satisfied.
For this, we will offer you solutions such as returning your order at our expense or creating a gift voucher whose value will be higher than the amount of your initial order. This almost never happens but KANO HOUSEis starting to fall victim to its own success and we prefer to anticipate this type of situation and let you know what the policy is in this area in terms of customer service.
Therefore, if you received your order confirmation email 5 weeks or more ago, please either reply to your order confirmation email or email us atcontact@maisonkano.com.
And so that your email is processed as quickly as possible, we advise you to put the following information in your email:
- Your order number
- L'email address used when ordering
- Last name
- First name
- Content of your order (even approximate)
- Date of your order
If you send us an email atcontact@maisonkano.com, we also advise you to put as the subject of the email “Delivery time -Your order number”
Example: “Delivery time - 4233”
4.4 Change of delivery address
For shipping address change requests, we are able to change the address at any time before the order is dispatched.
4.5 Shipping by PO Box
KANO HOUSEwill only ship to PO Box addresses using postal services. We are unable to offer mail services to these locations at this time.
4.6 Shipping to military addresses
We are able to ship to military addresses through USPS. However, we are unable to offer this service using courier services.
4.7 Out of stock items
If an item is out of stock, we will contact you to see if you would prefer to wait for the out of stock item to be restocked or if you would prefer a voucher.This voucher will have a value greater than the amount of your initial order.
4.8 Exceeding the delivery time
If the delivery time has exceeded the expected time, please contact us at the email address atcontact@maisonkano.comso that we can process your request.
5. Notification tracking
Upon shipment, you will receive a tracking link from which they will be able to track the progress of their shipment based on the latest updates made available by the shipping service provider.
6. Packages damaged in transit
If you notice that a package is damaged in transit, please, if possible, reject receipt of the delivery and contact our customer service. If the package was delivered without you being present, please contact the members ofInfinite Flowerdedicated to customer service at the email address atcontact@maisonkano.com.
7. Duties and Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as shown on KANO HOUSEwhen placing your order.
7.2 Import duties and taxes
Import duties and taxes for international shipments may be payable upon arrival in the destination country. This varies by country, and KANO HOUSEencourages you to be aware of these potential costs before placing an order with us. If you refuse to pay the duties and taxes upon arrival at your destination country, the goods will be returned to KANO HOUSEat the customer's expense, and the customer will receive a refund of the value of the goods paid, less the cost of return postage. The cost of the original postage will not be refunded.
8. Cancellations
If you change your mind before receiving your order on KANO HOUSE, we can accept cancellations at any time before the order is shipped. If an order has already been shipped, please refer to our refund policy at the bottom of the page.
9. Insurance
Packages are insured against damage and loss up to the value declared by the carrier. Loss is recorded in the event that the postal service confirms the loss. A delivery confirmed by the postal services will be considered valid. Indeed, KANO HOUSEhas knowntoo many cases of unfortunately dishonest customers announcing that they have not been delivered only to base ourselves solely on the customer's comments. However,KANO HOUSEwill do its utmost to satisfy you by returning the items in your order at its own expense or offering youa gift voucher whose value will be greater than the amount of your initial order.
9.1 Process for packages damaged in transit
We will issue a refund or replacement in accordance with the Refund Policy, which you will find linked at the bottom of the page.
9.2 Process for packages lost in transit
In the event that the postal service confirms a loss in transit, KANO HOUSEwill do its utmost to satisfy you by returning the items in your order at its own expense or offering youa gift voucher whose value will be greater than the amount of your initial order.
10. Customer Service
For all customer service inquiries, please emailcontact@maisonkano.com.