Frequently Asked Questions – Koch & Co Decor
General Shopping
Do I need an account to shop at Koch & Co Decor?
No account is required to shop at kochdecoration.com. You can browse products, add items to your cart, and complete checkout as a guest. If you choose to register for an account, you’ll be able to view past orders and save favorites for faster checkout in the future.
Can I shop online if I am not a trade customer?
Yes! Whether you’re a retail customer, hobbyist, event planner, or business owner, everyone is welcome to shop on kochdecoration.com. Simply select your items and proceed to checkout.
Can students or educators access special pricing?
Yes, students and educators can apply for an education account to access potential benefits on qualifying orders. Please register through our website and follow the instructions to apply for an education pricing account.
How can I close my account on kochdecoration.com?
You can request account closure through the contact form on our site. Once submitted, our support team will process your request promptly.
Why is my account pending or inactive?
New account approvals may take some time to process. Additionally, accounts that have not been used for an extended period may become inactive. Logging in and placing an order will generally reactivate your account automatically.
What does it mean if my account shows as “blocked”?
A blocked account may indicate an issue with outstanding balances or account settings. If this occurs, log in to review your account status and take the necessary steps to resolve any issues.
Can I place an order if my account is blocked?
Yes, you can place an order, but order processing may be restricted until account notes or balances are cleared.
How do I know when an item is back in stock?
When viewing an out-of-stock product, you can click the “Notify Me” button. You will then be alerted via email when the item becomes available again.
Delivery & Orders
Do you deliver to all regions?
We offer delivery to a wide range of locations. Delivery options and availability may vary depending on your destination and the items in your order.
Why can’t I select certain delivery options?
Certain service options (such as specific pickup points or delivery methods) may not be available for all locations or products. If you encounter limitations, alternate delivery options will be shown at checkout based on your address.
How can I track my order?
Order tracking is available through your account dashboard once your order has been processed. Use your order reference to view the current delivery status directly on the carrier’s tracking portal.
What happens if an item in my order is missing or incorrect?
If you receive an order with missing or incorrect items, please use our support form to submit the details along with your order number. Our team will investigate and resolve the issue as efficiently as possible.
Do you ship internationally?
We are pleased to support many international shipping options. International delivery terms can vary depending on your destination country. Please ensure you review any applicable import regulations and duties for your region.
Returns & Exchanges
What is the returns process?
For information about returns and exchanges, please review our Returns Policy on kochdecoration.com. The policy explains eligibility, timelines, and how to initiate a return.
Can I exchange an item?
Yes, exchanges are possible under certain conditions. Items must meet the eligibility criteria outlined in our Returns Policy.
Payment & Pricing
What payment methods are accepted?
We accept a variety of secure payment options at checkout. These include commonly used credit and debit cards, as well as other online payment methods available on kochdecoration.com.
Do you price match with other sellers?
Our Lowest Price Guarantee is our commitment to providing competitive pricing. If you find an identical item elsewhere at a lower price, submit a price match request through our site for review.
Why do some products show multiple prices?
Certain products have tiered pricing when purchased in larger quantities. This allows buyers to receive a discounted unit price when ordering multiples of the same item.
Accounts & Trade Benefits
Can I apply for a business or trade account?
Yes, business and trade customers can apply for an account that may offer additional benefits when purchasing for commercial or bulk use. Visit the registration page on kochdecoration.com to begin your application.
Is it possible to apply for a credit account?
Credit terms may be available to qualified business customers after initial ordering history is established. More details and application steps are provided within your account section on the website.
Product Information & Special Requests
Do you provide detailed product information and safety datasheets?
We aim to provide comprehensive information for all product categories. Safety data sheets, usage guides, and assembly instructions (where applicable) are accessible on our website alongside the relevant product details.
Can I request custom or specialised products?
Yes, we offer custom order options for certain products, including personalised items and corporate merchandise. Submit a custom request through the form on the custom orders page, and our team will follow up to discuss your requirements.
Are product samples available?
Samples may be available for certain categories. Visit the product page or contact support to inquire about sample availability.
Do you support charities or event sponsorships?
We are happy to support organisations and events where possible. Please provide details of your request via the support form on kochdecoration.com.
Is drop shipping available?
At this time, traditional drop shipping arrangements are not offered. Please refer to our shipping options at checkout for the most up-to-date delivery solutions.
Ethics & Policies
Does Koch & Co Decor have an ethical sourcing policy?
Yes. We are committed to ethical sourcing practices that respect human rights, fair working conditions, and environmental stewardship. Our suppliers are selected in alignment with these values.
What is a customer special order?
Special orders allow you to request products or services tailored to your unique needs, such as event-specific items or custom branding. Contact us via the form on kochdecoration.com with your details.