FAQs

Order and Purchase

1) How do I know that my order and payment is successful?

You will receive a confirmation email after an order and payment is successful. Check your spam mail to be sure. Do contact us if you fail to receive an email so we can help you further.

 

2) Where can I find my welcome coupon code?

If you have subscribed to our email newsletter, an email with our 5% off welcome coupon code will be sent directly to your inbox. Do check under Promotions folder (for Gmail users) or under junk / spam mail inbox if you are unable to locate our welcome email. You may also contact us directly for the coupon code if you have failed to receive the welcome email.

 

Shipping and Delivery

1) Is there free delivery?

For Local Delivery within Singapore

Our standard delivery is charged at a flat rate of $10 for all orders. Standard delivery is free for any order above $150. All purchases will be shipped out within 3 to 5 business days. An email will also be sent as soon as your order is shipped.

For any urgent request, please contact us before purchasing for us to make the necessary arrangements. Do note that there will be an additional cost for express delivery. 

 

2) Do you ship out of Singapore?

For International Delivery

We ship to all countries. Shipping costs differ per country based on the number of items and weight. Fill in your address and the shipping costs will be automatically calculated at checkout. Delivery fee is incurred for all international orders outside of Singapore. If your desired country is not reflected at checkout, please contact us.

All international orders are subject to customs and duty charges of the respective destination country payable by the recipient of the order. In most cases, any customs or import duties are charged once the parcel reaches its destination country. Any charges on the order must be paid by the person receiving the order (recipient) and not the sender. Kathy's Cove has no control over these charges and we are unable to provide the customs and duty charges as it varies widely from country to country nor do we have a price range estimate.

International shipments have a transit time of 10 - 60 working days. Please note that the stipulated transit and delivery is subjected to your designated country's custom clearance and local delivery service provider.

Due to the bulkiness of our Rattan furnitures, we ship only selected items overseas. 

 

Purchase and Payments

1) What are the modes of payment? 

You can only make a purchase through our website.

Local orders - We accept major credit cards (Visa/ Mastercard, Amex), PayPal, Apple Pay, Google Pay; and PayNow. Buy now, pay later instalment options via Atome and hoolah are also available upon payment. Local customers who prefer to make a manual payment via bank transfer may contact us. 

International orders - We accept credit cards, PayPal, Apple Pay and Google Pay.

 

2) Can I combine in-stock items and preorder items in one order?

Orders containing both in stock items and backorder / pre-order items will only be shipped when the backorder / pre-order items are available. If you would like your in stock items first, please place an order for the in stock items and the backorder / pre-order items separately. Delivery fees apply for orders below $150.

 

Cancellations

1) Can I cancel my order?

No cancellation allowed after order confirmation. 

 

2) I made a backorder / pre-order but the item has not arrived. Can I cancel my order and get a refund?

Lead time for backorder / pre-order shown on our website is based on the ETA provided by our craftsman. We appreciate your patience as all our products are handmade and handcrafted by talented individuals. 

If the delay is more than 6 weeks from our estimated ETA, we will provide you with an option to cancel your order. 

 

Returns and exchanges

1) What are your refund policies?

Please be assured that all our rattan products are checked thoroughly before our courier picks up the order. As our rattan products are handmade and handcrafted, slight variations in our rattan products is natural and every piece is unique. Returns and exchanges are not allowed.

We do not accept returns for discounted, samples and on sale products. 

We only accept returns for manufacturing defects. Request for a return within 7 days upon receiving our rattan products. The product must be unused and in its original packaging. Contact us with the proof of purchase and pictures. We will get back to you within 3 business days. 

 

2) I received the wrong product! What should I do?

Contact us and we will help you with the exchange. We will arrange for a courier to pick up and do the exchange. Do ensure that the wrong item received is still in new and in original packaging. We reserve the rights to reject any product that does not meet our return policy requirements.