Frequently asked questions
Honest, detailed answers to the questions home organizers ask us most — ordering, payment, shipping, returns and support.
Ordering
Do I need an account to order?
No. Guest checkout is supported — add your items, enter your shipping details and pay. You can create an account afterwards to track orders or save addresses. If you do create an account, you can see order history and manage addresses from My Account.
What currency do you charge in?
All prices are in US dollars (USD). If your card is issued in another currency, your bank or card issuer handles the conversion at its own rate. We do not add a conversion fee at our end.
Can I change or cancel my order?
Email hello@kikiliving.store with your order number within 12 hours of ordering. If fulfilment has not started we can cancel or amend it. Once a parcel has been packed we cannot cancel, but you can return it under our 30-day Happiness Guarantee when it arrives.
Can I order multiple items in one cart?
Yes. Add as many items as you like. Items from different warehouses may ship in separate parcels, but you pay one combined shipping rate at checkout.
Do you offer pre-orders or backorders?
Only for clearly marked “pre-order” products. Pre-orders show an estimated dispatch window on the product page and are charged when they ship. We do not silently backorder in-stock items.
Do you have promo codes or discounts?
Yes — newsletter subscribers get a 10% welcome code, and we run seasonal promotions. Enter the code at checkout. Only one code applies per order, and codes cannot be combined with other offers unless stated.
Do you price-match?
We do not formally price-match, but if you find the identical item cheaper elsewhere, email us — we review requests case by case.
Can you gift-wrap or include a note?
Not yet. We ship in plain supplier packaging, so we can’t add gift wrapping or a card. Let us know if this is something you would like.
Can I get an invoice or receipt?
Yes. A receipt is emailed with your order confirmation. For a VAT/GST or business invoice, email us with the order number and your billing details.
Payment
What payment methods do you accept?
Cards (Visa, Mastercard, American Express, Discover, JCB, UnionPay) processed by Stripe, plus digital wallets where available (Apple Pay, Google Pay). Full detail on the Payment methods page.
Is my payment secure?
Yes. Checkout is served over HTTPS, your card details are entered on Stripe’s secure fields (we never see or store the full card number, CVV or expiry), and Stripe is PCI-DSS Level 1 certified. See the Payment methods page for the full security rundown.
When is my card charged?
Your card is authorised at checkout and captured when we ship. If part of an order ships later, you are only charged for what has shipped.
My payment was declined — what now?
The order is not placed and you are not charged. Common reasons: insufficient funds, expired card, a bank security block, or a billing-address mismatch. Try another card, or contact your bank. If you see a pending authorisation after a decline, it usually drops off within a few days.
I think I was charged twice
What looks like a double charge is usually a pre-authorisation plus the capture; only the capture settles. If a genuine duplicate appears, email us and we refund it within 5–10 business days.
Do you store my card?
Only if you choose “save this card” at checkout through Stripe’s secure card storage. We never hold the raw card number ourselves.
Will I pay sales tax?
Any applicable state or local sales tax is calculated and shown at checkout before you pay. There are no import duties or customs charges on orders shipped within the United States.
Shipping
How much does shipping cost?
Free standard shipping on orders of $49 or more. Below that, the rate is calculated live from our US warehouse for your address and shown at checkout before you pay. Bulky or heavy baskets quote higher, because we pass through the carrier’s real cost rather than a flat guess.
How long does delivery take?
Standard delivery is 3–8 business days within the United States. An express option is offered where available (roughly 2–4 business days). Both windows exclude weekends, local holidays and any customs processing. A tracking link is emailed when the parcel leaves the warehouse.
Where do you ship from?
We ship from a United States warehouse, so orders are delivered domestically. The destination selector at checkout confirms availability for your address. If your address is not served, email hello@kikiliving.store and we will tell you if we plan to add it.
Can I ship to a different address or a PO box?
Yes — enter any delivery address at checkout, including a PO box where the carrier serves one. For fraud prevention, the first order on a new account sometimes ships only to the card’s billing address; if that happens we will email you.
Do you ship in one parcel or several?
Items that fit in one parcel ship together; a large or mixed basket may ship in more than one. You are not charged extra — shipping is calculated once at checkout.
Processing time before dispatch?
Most orders are packed within 1–2 business days. Pre-orders and made-to-order items follow their stated window.
Tracking & delivery
Where is my tracking link?
In your shipping-confirmation email. If you made an account, it also appears under My orders. Tracking can take 24–48 hours to show movement after the email arrives.
My tracking has not moved
Scans can be sparse in the first day or two. If it has not moved for 5 business days, email us with the order number and we open a carrier trace. If the parcel cannot be located we send a free replacement or a full refund.
My parcel is marked delivered but I don’t have it
Check with neighbours and your building’s mailroom first, then email us within 7 days of the “delivered” scan. We treat this as a lost-parcel case and resolve it the same way.
I entered the wrong address
Email us within 12 hours. If the parcel has not shipped we can correct it. Once shipped, a wrong-address redelivery is at your cost where the carrier allows it.
What if I miss the delivery?
Carriers usually leave a card or attempt re-delivery. For some addresses a parcel is held at a depot; the tracking email tells you what to do. We cannot redirect a parcel once it is with the local carrier.
Returns & refunds
What is your return window?
30 days from delivery for unused items in original packaging. The full rules — including the non-returnable list and the defective-item path — are on the Returns & Refunds page.
What if my item arrives damaged or wrong?
Email us within 7 days of delivery with photos and your order number. We arrange a replacement or refund and cover the return shipping.
When will I get my refund?
Once your return is received and inspected, approved refunds go to your original payment method within 5–10 business days. Bank processing can add a day or two.
Do you do exchanges?
Not directly. The fastest route is to place a new order and return the original under the 30-day guarantee.
Who pays return shipping?
The buyer, unless the item is defective or we sent the wrong thing. Full detail on Returns & Refunds.
Products & use
Is the storage hardware safe for my walls and furniture?
Every product is chosen for durability and a sensible load rating. Adhesive and wall-mounted items should still be installed on a clean, flat surface and used within their stated weight limit — follow the manufacturer’s guidance and check fixings periodically. KiKi Living is not liable for damage that results from overloading, incorrect installation or use on an unsuitable surface.
Why do some images differ from the listing?
We improve imagery as we get better shots, and some supplier photos are reused across similar items. The title, dimensions and specs on the product page are authoritative; images are indicative.
Are sizes and weights accurate?
Yes — we list real dimensions and weights, not catalogue approximations. If a real item differs materially from its listing, that is a defective-or-wrong case and we make it right.
What about materials and sensitivities?
Material notes are on each product page. If you have a specific sensitivity or need a product free of a particular substance, check the material list before ordering; we cannot guarantee a product is free of an unlisted substance.
Account & support
How do I track my order without an account?
Use the tracking link in your shipping email. If you created an account later, past guest orders do not appear there — email us and we will resend the link.
I forgot my password
Use the “Lost your password?” link on My Account. We never send your password by email; only a reset link.
How do I delete my account?
Email hello@kikiliving.store from the account email. We delete your profile and saved addresses; order records we keep only as long as tax/accounting law requires.
How do I contact you?
Email hello@kikiliving.store. We reply within 24 hours on business days (Mon–Fri, 9am–6pm HKT). For order help include your order number.
Do you do wholesale or bulk orders?
Not formally yet. If you are fitting out an office, a rental or a retail space and need quantities, email us — we are happy to hear from you.