FAQ

FREQUENTLY ASKED QUESTIONS

We’ve gathered answers to some of the most common questions about shopping with Kroklam.

If you need anything else, please contact us at support@kroklam.com

ORDERS

How do I know if my order was placed successfully?

Once your order has been successfully placed, you’ll receive an order confirmation email at the email address provided during checkout.

If you don’t see it, please check your spam or junk folder.

If you still can’t find your confirmation email, contact us at support@kroklam.com with the name and email address used for your order.

Can I change or cancel my order?

If you need to change or cancel your order, please contact us as soon as possible at support@kroklam.com

We’ll do our best to accommodate your request, but once an order has entered processing or has been shipped, changes or cancellations may no longer be possible.

Can I change my shipping address?

If your order has not yet been processed or shipped, we may be able to update your shipping address.

Please contact us as soon as possible at support@kroklam.com with your order number and the correct shipping information.

Once an order has shipped, we may not be able to change the delivery address.

SHIPPING & DELIVERY

How long does shipping take?

Orders are typically processed within 1–3 business days.

Once shipped, estimated delivery to the United States, Canada, and Australia is 10–15 business days.

Please note that processing time is separate from delivery time.

Will I receive tracking information?

Yes.

Once your order has shipped, you’ll receive a shipping confirmation email with tracking information.

Please allow 2–3 business days for tracking information to update after receiving your shipping confirmation.

How can I track my order?

You can track your order using the tracking information sent to your email after shipment.

You can also visit our Track Order page and enter your order details to view the latest shipment status.

Where will my order ship from?

Orders may be fulfilled from different locations depending on product availability and your delivery destination.

Once your order ships, you’ll receive tracking information by email so you can follow your package.

Why did I receive only part of my order?

If your order contains multiple items, they may occasionally be shipped in separate packages.

This means your items may arrive at different times and you may receive more than one tracking number.

You will not be charged additional shipping fees simply because your order is delivered in multiple packages.

What should I do if my tracking information is not updating?

Tracking information may take 2–3 business days to update after your shipping confirmation is sent.

If there has been no update for an extended period, please contact us at support@kroklam.com with your order number.

Our customer service team will help you check the shipment status.

What if my package is marked as delivered but I can’t find it?

If your tracking shows that your order has been delivered but you can’t locate the package, please first check:

• Around your front door, porch, garage, or other safe delivery areas
• With household members
• With neighbors
• With your local carrier or delivery service

If you still cannot locate your package, please contact us at support@kroklam.com with your order number and tracking information.

Are customs duties or import fees included?

International orders may be subject to customs duties, taxes, or import fees depending on the destination and local regulations.

Any applicable charges are determined by local authorities and are the responsibility of the recipient unless otherwise stated at checkout.

RETURNS & REFUNDS

What is your return policy?

We accept eligible returns within 30 days of delivery.

To be eligible for a return, items must be:

• Unused
• In their original condition
• Returned with original packaging, if applicable
• Accompanied by proof of purchase or your order number

To start a return, please contact us at support@kroklam.com before sending your item back.

Do I need to contact you before returning an item?

Yes.

Please contact us at support@kroklam.com before sending any return.

Our customer service team will provide the appropriate return instructions.

Returns sent without contacting us first may not be processed correctly.

Who pays for return shipping?

Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.

If there is an issue with your order, please contact us before returning the item.

When will I receive my refund?

Once your return has been received and inspected, we’ll notify you if your refund has been approved.

Approved refunds will be issued to your original payment method.

Please allow approximately 5–10 business days for the refund to appear, depending on your bank or payment provider.

What if my item arrives damaged, defective, or incorrect?

We’re sorry if something isn’t right with your order.

Please contact us at support@kroklam.com and include:

• Your order number
• A brief description of the issue
• Clear photos of the item and packaging

Our customer service team will review the issue and help determine the appropriate next step.

PRODUCTS

Are product colors exactly the same as shown online?

We do our best to display product colors as accurately as possible.

However, slight differences may occur due to lighting, photography, screen settings, materials, or the finishing process.

For products with handcrafted, distressed, natural, or textured finishes, small variations may be part of the character of the piece.

Where can I find product dimensions?

Product measurements are listed on the individual product page whenever available.

We recommend checking the dimensions before ordering, especially for decorative pieces intended for shelves, tables, porches, patios, or garden spaces.

Can all Kroklam products be used outdoors?

Not every product is designed for outdoor use.

Please check the individual product description and specifications to see whether an item is suitable for indoor use, outdoor use, or both.

For outdoor decor, exposure to extreme weather for extended periods may affect the appearance or finish over time.

Will handmade or distressed products look exactly the same?

Some decorative items may feature hand-finished, distressed, textured, or natural-looking details.

Small variations in color, texture, pattern, or finish may occur and are not necessarily considered defects.

These variations can help give each piece its own character.

What if a product I want is sold out?

Some products may be restocked depending on availability.

We recommend checking the product page again or browsing our New Arrivals and related collections for similar pieces.

PAYMENTS & PROMOTIONS

What payment methods do you accept?

Available payment methods will be displayed during checkout.

The options available to you may vary depending on your location and the payment services currently supported by our store.

How do I use a discount code?

Enter your discount code in the designated promotional or discount field during checkout and apply it before completing your order.

If a code is not working, please check that:

• The code is entered correctly
• The promotion is still valid
• Your order meets any applicable requirements

Unless otherwise stated, promotional offers may not be combined.

Can I apply a discount code after placing my order?

Discount codes should be applied before the order is completed.

We generally cannot add a promotional code to an order after it has already been placed.

SHOPPING WITH KROKLAM

What types of products does Kroklam offer?

Kroklam focuses on thoughtfully chosen decor for home, garden, and seasonal living.

Our growing collections may include decorative objects, tabletop accents, garden decor, outdoor accents, seasonal pieces, and giftable finds.

New products are added as our collections continue to grow.

How can I contact Kroklam?

If you have questions about a product, order, return, or delivery, please contact us at:

support@kroklam.com

When contacting us about an existing order, please include your order number so we can assist you more efficiently.

STILL NEED HELP?

We’re happy to help.

Please email us at:

support@kroklam.com

Our customer service team will get back to you as soon as possible.