FAQ
How long does delivery take?
Standard delivery takes 7–15 business days from dispatch. Business days do not include weekends or public holidays. Most orders land inside that window, but delays do happen during busy periods, in bad weather, or when a parcel is held at a customs or sorting facility. If your order passes 15 business days, email us and we will chase it.
Where do orders ship from?
We work with specialist suppliers and fulfilment partners rather than a single warehouse, so your order ships from whichever facility stocks that product. This is how we keep a wide catalogue at affordable prices. Your tracking link will show the route once the parcel is scanned.
How do I track my order?
When your order is dispatched, we email you a tracking number and link. Open that email and follow the link, or paste the number into our Track Your Order page. If you cannot find the email, check your spam and promotions folders, then email us and we will resend it.
Why did my order arrive in more than one package?
Because items in the same order can ship from different facilities. If you bought a lamp, a set of storage baskets and a kitchen gadget, they may travel separately and arrive days apart, each with its own tracking number. Nothing is missing. Check the tracking for each item before worrying.
My tracking has not updated. What should I do?
Tracking often takes 2–5 business days to show its first real movement after dispatch, and it can then sit quiet for several days while the parcel is in transit between hubs. That is normal. If there has been no movement at all for 10 business days, email us with your order number and we will investigate with the carrier.
What is your returns policy?
You can return an item within 30 days of delivery. Items should be unused and in their original packaging where possible. Email support@kivorahome.com with your order number and a short note about why it is coming back, and we will send you return instructions and the correct address. Please do not send anything back before contacting us, as unannounced returns can go missing.
An item arrived damaged or faulty. What now?
Email us within 30 days of delivery with your order number and photos of the item and its packaging. Photos let us resolve it quickly and without sending the item back in most cases. We will arrange a replacement or a refund, whichever you prefer.
How long do refunds take?
Once your return is received and checked, or once we approve a damage claim, we process the refund within 3 business days. It then takes your bank or card provider a further 5–10 business days to show the money in your account. Refunds always go back to the original payment method.
What payment methods do you accept?
We accept all major credit and debit cards, including Visa, Mastercard and American Express, plus PayPal, Apple Pay, Google Pay and Shop Pay. Payments are processed securely through Shopify. We never see or store your full card details.
Can I change or cancel my order?
If your order has not been dispatched yet, usually within a few hours of ordering, we can change the address or cancel it. Email support@kivorahome.com as soon as possible with your order number and put “urgent” in the subject line. Once an order is with the carrier we cannot recall it, but you can still return it under our 30-day policy.
Do you ship internationally, and will I pay customs or duties?
Yes, we ship to most countries. Delivery times outside our main markets can sit at the longer end of the 7–15 business day window. Any customs charges, import duties or local taxes are set by your country and are the customer’s responsibility. They are not included in the price you pay us, and we cannot predict or refund them.
How do I contact you?
Email support@kivorahome.com or use the form on our Contact page. We reply within 24–48 hours, Monday to Friday. Including your order number in the first message gets you a faster answer.