Frequently Asked Questions
Orders
How do I place an order? Simply browse our collections, add your favorite pieces to your cart, and proceed to checkout. You'll receive an order confirmation email once your purchase is complete.
Can I modify or cancel my order after placing it? We process orders quickly to ensure fast delivery. If you need to make changes, please contact us at contact@kymory.com as soon as possible. We can only accommodate modifications before the order has been shipped.
I didn't receive an order confirmation email. What should I do? Please check your spam or junk folder first. If you still can't find it, reach out to us at contact@kymory.com with your name and the email address used at checkout, and we'll resend it.
Do you offer gift wrapping? We don't currently offer gift wrapping, but our packaging is designed to be clean and presentable — perfect for gifting as is.
Shipping & Delivery
Where do you ship? We ship worldwide. Delivery times vary by region — please refer to our Shipping Policy for estimated delivery times to your location.
How much does shipping cost? Shipping costs are calculated at checkout based on your location and order size. We may offer free shipping promotions from time to time — keep an eye on our website for current offers.
How can I track my order? Once your order has been shipped, you'll receive an email with a tracking number and a link to follow your package. Please allow 24–48 hours for tracking information to update.
My order is taking longer than expected. What should I do? International shipping times can vary due to customs processing and local postal services. If your order hasn't arrived within the estimated delivery window, please contact us at contact@kymory.com with your order number and we'll look into it.
Will I have to pay customs or import duties? For international orders, customs duties and import taxes may apply depending on your country's regulations. These charges are determined by your local customs authority and are the responsibility of the customer. We recommend checking with your local customs office before placing your order.
Returns & Refunds
What is your return policy? We accept returns within 30 days of delivery. Items must be unused, in original condition, and in their original packaging. Please refer to our Return & Refund Policy for full details.
How do I start a return? Contact us at contact@kymory.com with your order number and reason for return. We'll provide you with return instructions and the shipping address.
Who pays for return shipping? Return shipping costs are the responsibility of the customer, unless the item arrived damaged or defective — in that case, we cover it.
How long does it take to receive my refund? Once we receive and inspect your returned item, refunds are processed within 5–10 business days to your original payment method.
Can I exchange an item? We don't offer direct exchanges at this time. Please return the original item for a refund and place a new order for the piece you'd like instead.
Products
What type of wood do you use? We work with a variety of natural woods selected for their durability, grain, and beauty. Specific wood types are listed in each product description.
Why does my product look slightly different from the photo? Each piece is made from natural wood, which means slight variations in color, grain, and texture are expected. These are not defects — they're what make every Kymory piece one of a kind. Additionally, screen settings can affect how colors appear.
Are your products handmade? Our products are crafted with a combination of skilled craftsmanship and precision manufacturing to ensure consistent quality while preserving the character of natural wood.
Are your products food-safe? Kitchen items such as cutting boards, serving boards, and utensils are made with food-safe finishes. Always hand wash these items and avoid the dishwasher. See our Care Instructions for more details.
How do I care for my wood products? We've created a dedicated Care Instructions page with detailed guidance for each product category — from kitchen pieces to bathroom items and decorative objects.
Payments
What payment methods do you accept? We accept all major credit and debit cards, as well as digital payment options displayed at checkout, including Apple Pay, Google Pay, and Shop Pay.
Is my payment information secure? Absolutely. All transactions are processed through a secure, encrypted checkout powered by Shopify. We never store your payment details.
Do you offer installment payments? Depending on your region, installment options like Shop Pay Installments may be available at checkout.
Account & Privacy
Do I need an account to place an order? No. You can check out as a guest. Creating an account simply allows you to track orders more easily and save your details for future purchases.
How do you handle my personal data? We take your privacy seriously. Please refer to our Privacy Policy for full details on how we collect, use, and protect your information.
Still Have Questions?
We're happy to help. Reach out to us at:
Email: contact@kymory.com Hours: Monday to Friday, 9:00 AM – 6:00 PM (GMT-3)
We typically respond within 24–48 hours.