CLIENT CONCIERGE & CARE
We are here to assist you across all House of Kindred universes. Please allow us up to 24 hours to respond during office hours (Monday – Friday, 09:00 – 16:00 CEST).
ORDERS & RETURNS
Order status, shipping procedures, delivery issues, & return procedures.
QUALITY & REPAIRS
Support regarding product defects, damages, claims, or repair requests.
TAILORED EXPERIENCES
Private Consultations & Commissions
Seeking a tailored commission, custom curation for an occasion, or private consultation across our universes? Our Concierge is available for bespoke dialogues.
Frequently asked questions
Can I order products from different brands in a single checkout?
Yes. All offerings within House of Kindred reside under one roof. You can freely combine creations from any of our distinct universes and complete your purchase through a seamless, single checkout experience.
How will my order be packaged?
Each piece is wrapped and dispatched from its house of origin to ensure the highest standard of care. As our creations stem from specialized ateliers, orders containing items from different houses may be delivered in separate, dedicated shipments.
Where do you ship, and what are the estimated delivery times?
We ship worldwide directly from Denmark.
Every piece is dispatched from the respective maker’s atelier to ensure the highest standard of care.
- Denmark: 2-3 business days
- Europe: 3-4 business days
- Rest of the world: 5-7 business days
Please note: Processing times vary depending on the nature of your piece. In-stock items are prepared within 1–3 business days, while made-to-order creations follow dedicated production timelines as stated on their individual product pages (typically 2–8 weeks).
How are multi-item or mixed orders shipped?
If your order includes both in-stock and made-to-order creations, your pieces will typically ship together once every item is complete.
Depending on the ateliers involved and to ensure optimal care, we may arrange separate, dedicated shipments at our discretion. Orders are processed Monday through Friday, excluding Danish public holidays.
Are import duties and customs fees included for international orders?
For orders delivered outside Denmark and the EU, import duties, customs fees, and local taxes may apply upon arrival.
These charges are determined by your local customs authority and remain the responsibility of the recipient. While we work closely with our logistics partners to ensure smooth transit, House of Kindred and our independent makers are not responsible for delays caused by local customs processing.
How do I track my order?
As soon as a creation leaves its respective atelier, a tracking link will be dispatched to your email. Should you require further assistance regarding your delivery status, our Concierge remains at your service.
What should I do if my parcel arrives damaged?
We take exceptional care to ensure every piece arrives safely. Should your package arrive with visible exterior damage, please document it with photographs prior to opening.
Contact our dedicated Quality & Claims Concierge within 48 hours, and we will liaise directly with the maker and carrier to resolve it promptly.
What is your return policy?
We accept returns on eligible items within 14 days of delivery.
To maintain the integrity of our houses, items must be returned unused, in their original condition, and with all signature packaging intact. For hygiene considerations, skincare formulations with broken safety seals cannot be returned.
Exclusions:
Please note that bespoke creations, personalized items, and made-to-order pieces crafted specifically for you across any of our houses are non-refundable and final sale.
How do I initiate a return?
Returns can be managed effortlessly through your personal client account or via our Concierge.
Simply log into your account using the email address associated with your order to request a return label directly. Alternatively, you may reach out to our team with your order number, and we will guide you through the process.
THE UNIVERSES
A Portfolio of Intentional Creation
Explore a curated collective of independent houses, brought together by a shared dedication to craftsmanship, subtle elegance, and the art of living intentionally.
