FAQ

General Information

HOW TO SELL ON THE KAIROS COLLECTIVE

The Kairos Collective works with high quality professional dealers and galleries. Please note, we do not list items from private collectors. If you are interested in joining The Kairos Collective and are a professional dealer/gallery, please contact us on merchants@thekairoscollective.com with details of your company (including a website if possible) and products. Please see also Sell with us for further details.

HOW DO I MAKE A PURCHASE ON THE KAIROS COLLECTIVE?

Once you discover a piece you love, just add to your basket and checkout. If shipping is listed as POA, we will need to get in touch with you with a shipping cost. Items can be saved in your basket but another shopper can still purchase these. As a lot of our pieces are one-off, if you find something you love, you should act fast! 

CAN I RESERVE A PIECE TO BUY LATER?

As a lot of our pieces are one-off, we do not currently provide a holding service with our dealers and galleries. However contact us at support@thekairoscollective.com to discuss potentially reserving a piece and we will do our best to accommodate.

HOW LONG WILL IT BE BEFORE I RECEIVE MY ORDER?

Shipping time varies, this is dependent on the piece you order and dealer. Most pieces are typically delivered no later than 7 working days. Made-to-order pieces can take longer, however we will always endeavour to provide lead times for these pieces on the product pages. If you require additional information, please contact our customer service team at support@thekairoscollective.com  If your order is going to take longer than usual, we will notify you. 

HOW DO I KNOW WHICH ITEMS ARE IN STOCK?

We work closely with our dealers to make sure all pieces listed on the site, including some one-off made to order pieces are in stock and available for purchase. On rare occasions your chosen item may not be available, in this case we will be in contact with you. Please note that placing a piece in your shopping cart does not reserve it for you.

HOW DO I KNOW THE DIMENSIONS OF MY NEW PIECE?

We provide as much information as we can on the details and the dimensions of your piece. Depending on the piece we also provide images with different angles and the piece in a lifestyle setting to help you better understand the dimensions. We advice that all customers confirm the dimensions of their space for the products entry to your home.

WILL NEW DEALERS & GALLERIES BE ADDED TO THE WEBSITE? IF SO, WHEN?

We are always discovering new dealers and galleries and pieces to add to The Kairos Collective. We send out regular newsletter which also informs our users of the new dealers and products added to The Kairos Collective.

CAN I MAKE A SPECIAL REQUEST ON MY ORDER, FOR EXAMPLE, CUSTOMISE AN ITEM?

We understand that you are looking to discover the perfect piece for you, The Kairos Collective will aim to make sure you receive this and can work with designers and merchants to create that bespoke piece. Contact us at support@thekairoscollective.com to discuss a special request piece.

Payments

WHAT PAYMENT METHODS DOES THE KAIROS COLLECTIVE ACCEPT?

Bank Transfer, Paypal, Credit & Debit Cards.

WHEN DO I MAKE THE BANK TRANSFER ? WHAT IS THE BANK TRANSFER PROCESS?

If you would like to pay for your order via bank transfer, please contact our customer service team at support@thekairoscollective.com. If your shipping is POA, we may need to contact the dealer to get a shipping quote before proceeding.

If you are paying for shipping only via bank transfer, our customer service team will be in touch with you once your order is confirmed with details on how to proceed.

You will then need to transfer the grand total immediately to the following bank account:

HSBC Notting Hill Gate
25 Notting Hill Gate
London, W11 3JJ, UK

Account Name: The Kairos Collective Limited
IBAN: GB92MIDL40050921644750
BIC: MIDLGB2141N

IS IT SAFE TO USE MY CARD ONLINE AT THE KAIROS COLLECTIVE?

Your online security is very important to us, our payment process uses advanced coding methods. Your card data is submitted using SSL technology. In this way, all personal information that you send to us is encrypted and cannot be viewed by others.

WHICH CURRENCY CAN I BUY IN?

When checking out, you will be charged in GBP (£) as per listed on The Kairos Collective.

WHEN WILL I BE CHARGED?

Payment will be taken once your order is approved and ready for shipping. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period. If you cancel your order before it is processed, we will simply cancel the transaction and there will be no need to process a refund.

Taxes & Duties

WILL THERE BE ADDITIONAL DUTIES OR TAXES PAYABLE ON MY PURCHASE?

All orders are sent with DDU (Delivery Duties Unpaid). You will be responsibility for paying any duties or taxes.

Shipping & Returns

HOW WILL I KNOW MY ORDER STATUS?

Once we confirm the availability of your purchase with our dealers and galleries, you will receive an email.

HOW DO I TRACK THE DELIVERY OF MY ORDER?

We will always try to keep you informed about your delivery. Once we receive notification that the dealer has shipped your order, we will let you know. Where possible, we will also provide any tracking details. 

CAN I CANCEL MY ORDER?

We can accept cancellations, for any reason, up to the moment your order has been processed. After that, you cannot cancel your order, but you may return it (please see Returns section). For further instructions on how to do this, please contact our Customer Service team - support@thekairoscolletive.com.

HOW MUCH WILL I BE CHARGED FOR SHIPPING?

Shipping is defined per item and per merchant for UK customers. When the shipping cost is POA, shipping will be calculated and our customer service team will be in contact with a quote which needs to be accepted by you for your order to be complete. For international shipping please contact support@thekairoscollective.com.

MY ORDER IS INCOMPLETE. WHEN WILL MY REMAINING ITEMS BE DELIVERED?

If you have ordered pieces from more than one dealer the items will arrive in separate shipments and may not be delivered to you simultaneously. We will endeavour to keep you notified with all shipments, but please contact our customer service team at support@thekairoscollective.com for further assistance.

HOW CAN I EXPECT TO RECEIVE THE GOODS?

Each dealer and gallery will coordinate shipping their pieces to you and aim to deliver your order in the best possible condition.

DO YOU SHIP TO MY COUNTRY?

We only ship pieces within the UK at the moment, however we will work with dealers and customers to accommodate shipping pieces outside the UK if requested. Please contact our customer service team at support@thekairoscollective.com and a team member will be able to assist you.

CAN I RETURN MY ORDER?

Please refer to our Returns section.

MY ORDER WAS CANCELLED. WHEN WILL I RECEIVE A REFUND?

If a cancellation is made before the order is processed you will not have been charged. If your order has been processed we will refund you as soon as possible through your original payment method. Please be aware that your bank or card issuer may reserve the money, meaning that you can't use it for a short period.

WILL CUSTOM DUTIES, SALES TAX OR VAT BE REFUNDED ON A RETURN?

We do not include duties in our prices. All customers will be refunded the cost of their order including any VAT or sales tax that were applicable at the time of your purchase, but excluding the original shipping cost. You may be able to recover import duties for returned items by contacting your local customs bureau directly.

CAN I EXCHANGE MY ITEM?

Please contact our customer service team at support@thekairoscollective.com and a team member will be able to further assist you. Please note, as we are a marketplace and sell items from different dealers, we may not always be able to offer a direct exchange. 

Customer Accounts

I FORGOT MY PASSWORD. HOW CAN I GET A NEW ONE?

Click on the “Forgot your password?” link when you sign in. Enter your email address and then "Submit." You will then receive an email to reset your password.

Security

WILL MY PERSONAL INFORMATION BE KEPT PRIVATE?

We guarantee that all personal data will be kept private and confidential, and that we will never give out any of your information without your authorisation. Your card data is submitted using SSL technology. In this way, all personal information that you send to us is encrypted and cannot be viewed by others.
For further details, please see the The Kairos Collective privacy policy.