What is our policy?

When purchasing your Kairos piece, we encourage you to closely review the items details. Please contact our customer service team on with any further questions regarding item details you may have.

We make every effort to highlight the occasional wear and tear of all the items in our collection. Some of the iconic pieces, by their nature, are timeworn with possible imperfections. Please take this into account when deciding to make a purchase. Whilst we hope that you are satisfied  with the item when it arrives, we understand that sometimes returns are necessary.

What happens if I change my mind about the piece or it doesn’t fit into my home?

You can easily request a refund, providing you notify us within 14 working days of receiving your piece. Please email with the following information:

  1. The reason for your refund

  2. The related order number

Eligibility for a return is dependent on the piece being intact and in the same condition you received it, with the original packaging.

Once the piece has been returned to the dealer or gallery, we will send an email informing you that we have received the item. After inspection, you will then be notified about the approval or rejection of your refund.

Once approved, your refund will be processed and a credit will automatically be applied to your card or original method of payment within 14 working days.

Who pays the return delivery charge?

The customer pays for the return delivery, except in the case that The Kairos Collective discovers the item was damaged in transportation or determines the listing was inaccurate, misleading or misrepresented.

What happens if the item has been damaged in transit?

To be eligible for a full refund including the cost of the delivery, please email our customer service team within 24 hours of receiving your item at with the following information:

  1. Reason for your refund.

  2. The related order number.

  3. Photographs to support your refund claim.

Can I claim a refund more than 14 days after delivery?

Unfortunately not, we are unable to offer a refund or exchange outside of our 14 day policy.

What is the returns policy for made-to-order / bespoke items?

Our dealers and galleries determine their own returns policy for each item. You can view an item's return policy on the item details page in the "Shipping and Returns" section. By law, consumers do not have the right to return made to order, bespoke furniture, personalised or perishable goods unless the item is faulty or is not as described.

When will my refund or cancellation value be in my account to spend again?

We aim to process refunds and cancellations as swiftly as possible and will keep you up to date by email. Please be aware that payments can take up to 14 working days to process depending on your bank or payment provider.

If you haven’t received your refund after the 14 working days, please contact us at

How can I get in touch with further questions?

We are happy to answer any queries – email us on or call us on +44 (0) 20 3290 8102, between 9am and 5.30pm GMT weekdays.