let us help

Will you carry my product in your store?
We're always looking for beautiful new items for our store! If you have a product that you think would be a great fit for k colette, please email info@kcolette.com. 

Can you gift wrap my order?
Absolutely! We offer beautiful complimentary gift wrapping with a hand-written note. Simply check the "gift wrap" box at the bottom of the cart page and leave your message for the recipient in the message box.

The product I want is out of stock. When will it be available again?
Our products are handmade and often one-of-a-kind, which means we do not stock large quantities, though we do our best to re-stock most items in a timely manner. If you have a special request or question about the availability of any of our products, please don't hesitate to contact us. If we cannot provide you with the item that you're looking for, we're happy to connect you with the artist or artisan who made the item, or a retailer who can.

What if I have a question about a product?
Give us a call! We're always happy to answer any questions you might have and chat about the artists and artisans who make our products. We have staff in the store to answer your calls from 10am to 6pm, Monday through Saturday, and from 12pm to 4pm on Sundays EST. You can reach us at 207-775-9099. You're welcome to email us any time at info@kcolette.com.

Are all of the products that you carry in your brick and mortar store listed on your online store?
We like to think of our online store as a way to highlight the stories behind a special selection of items from our full collection. The online collection is constantly changing and features just a cross section of the variety of items in our brick and mortar store. If you have visited our store or seen something on facebook or instagram that we don't offer online, please contact us. We're happy to take your order over the phone.

What payment methods do you accept?
We accept Visa, Mastercard, Discover, Apple Pay and American Express. We're not able to take payment via Paypal at this time.

Do I have to pay sales tax on my purchase?
You will only be charged sales tax if your items are being shipped to an address in Maine, or if you are picking up your items in our Portland shop.

Can I place my order over the phone?
Of course! Our sales staff is here and happy to take your call Monday through Saturday from 10am to 6pm, and Sunday from 12pm to 4pm EST. Call us at 207-775-9099.

Why do you require my phone number when I'm checking out?
We only require this so that we can easily communicate with you if we have questions about your order. We also provide it to our shipping carrier, Fedex, who will only use it if there is a problem with your shipment. We will never sell or share your phone number or other personal information. 

DESIGNER MEMBERSHIP PROGRAM

Do you offer a discount to interior designers?
We love that we're able to offer unique, artisan-made goods to designers and their clients through our designer membership program. Learn more about the program and apply for a membership here, or by clicking the link in the footer of our website.

Return Policy & Taking Merchandise on Quote
If you are a designer working on a local project, we offer the option to take merchandise out on quote before purchasing. We require a credit card on file and a signature on our printed loan agreement. If you intend to return the merchandise, returns must be made within a 48 hour window. Loans that extend beyond that period will receive one courtesy call, then will be charged to the credit card on file. Returns are eligible for store credit refund only, up to 2 weeks.

If you are a designer working on an out-of-state project that requires merchandise be out of the store longer than 48 hours (including shipping time), items must be purchased outright before being shipped out. Once you receive the merchandise, we allow a 48 hour window to try the merchandise in the space. To be eligible for a refund, you must call to confirm your intent to return within 48 hours of inventory arriving. If the intent to return is not communicated within this timeframe, returns are eligible for store credit only, up to 2 weeks. Return shipping costs are to be paid by the designer.

Renting Merchandise for Styling or Photo Shoots
For stylists and designers using inventory for staging and/or photoshoots, merchandise may be taken out on rent. If written credit will be listed explicitly to k colette in the publication, the rental fee is 5% of the total merchandise amount. If written credit will not be listed, the rental fee is 10% of the total merchandise amount. We require a credit card on file and a signature on our printed rental agreement. Rented merchandise must be returned to the store within a 72 hour window. Rentals that extend beyond that period will receive one courtesy call, then will be charged the full merchandise amount to the credit card on file. If you choose to purchase any items used in the shoot, the rental amount will be deducted from the cost of the merchandise. Returns are eligible for store credit refund only, up to 2 weeks.

shipping

What shipping service do you use?
We ship the majority of our items via Fedex. Gift cards are shipped via USPS and are shipped for free.

What is the cost of shipping?
The cost of shipping is determined during checkout by our Fedex calculator. Expedited shipping is available for an extra charge, which is also determined by Fedex.

Can I pick up my items in your Portland store?
Of course! Just choose in-store pickup as your shipping option during checkout. In-store pickup orders are generally ready for pickup an hour after the order has been placed. If you'd like to call ahead and let us know when you'll be arriving, you can pull your car right up to our side doors on Portland Pier, and we'll bring your package right out to you. In store pickup is always free!

When will my order ship?
Orders ship within 2 to 3 business days of your purchase. We do not ship out orders on Saturdays, Sundays or major holidays. Expedited packages placed after 2:00pm ship the following day. 

How do I know if my order has shipped?
Once your order has shipped, we'll send you an email that includes your tracking number. You can track your shipment at fedex.com.

Where will my order ship from?
All of our orders ship from our brick-and-mortar store in Portland, Maine.

Where do you ship?
We are currently shipping in the United Staes and to Canada, however arrangements can be made for international orders outside of North America that meet a minimum balance. Please contact us by email if you have a special shipping request.

What do I do if my order is broken, defective, or lost?
We take special care to ensure that your order is packaged securely and protected well. If your purchase arrives damaged or defective, please contact us within 3 business days and we will set up a return of the damaged item and arrange for a replacement.

return policy

If you are not satisfied with your online purchase, you may return or exchange the item within 14 days of receipt for a full refund in the original form of payment, excluding the initial shipping cost. All items must be in un-used, original condition. Returns postmarked after 14 days of receipt of merchandise will not be accepted. Additional shipping costs may apply to an exchange order. Special orders, sale items, and perishable goods cannot be returned. In the event of a sale, we do not offer price adjustments on previously purchased items.

When preparing your package for return, please provide us with the original invoice or receipt, the items being returned, and if you'd like a return or exchange. As we always do our best to provide high quality service and products, please provide a little information about why you're choosing not to keep the item so we can learn how to do better next time. Please ship the package to:

k colette
attn: web returns
100 commercial st. #112
portland, me 04101


Once we receive your items, we will send you an email notification. If everything is in its original condition, we will then process your exchange or refund. We do not refund original shipping costs. Your return will be processed within 7-10 business days. We retain the right to deny any return or exchange if it does not meet our return policy requirements. If you have any questions about making a return, please contact us at returns@kcolette.com. 

contact us

Still have questions? We've got answers! We're available to answer questions by phone during business hours:

207-775-9099
Monday - Saturday 10am - 6pm
Sunday 12pm - 4pm

Email us anytime at info@kcolette.com