FAQ

Orders


How do I check the status of my order?

You can check the status of your order by entering your order details on the Order Status page.

Click on the order number and you will see the order status in the top right corner. If you do not know your order number, you can locate it by looking at your order confirmation email.

When a shipping label has been created for your order, you will be able to track your shipment within your Order History.

Please note that once your package has shipped, tracking information will take up to 24 hours to appear in a carrier’s system.

If you have any further questions, please contact us.

Where can I see my previous orders?

Your previous orders are available in your Order History.

I received a damaged item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We'll replace the item if it's still available or issue a full refund, including shipping charges.

For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service's paperwork and please contact us. We are here to help and want you to love your purchase. If you received a damaged item, please contact us immediately. Please include your order number and the name of the item that was damaged.

I'm missing items from my order. What should I do?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) may have shipped separately by entering your order number on the Order History page.

Enter your order number and email address; it will indicate an estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.

If you do not know your order number, you can locate it by looking at your order confirmation email. If all of your shipments have been delivered and you are still missing items, please contact us immediately.

How do I change my shipping address for an order?

To update the shipping address for an order, please contact us.

How do I cancel an item or order?

We're sorry, but we cannot cancel orders. If you have any concerns, please contact us.

I received the wrong item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We'll replace the item if it's still available or issue a full refund, including shipping charges.

For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service's paperwork, and please contact us.

Please include your order number, the item received in error, and the name of the item that you did not receive. We will contact you with details on how to return the item received in error and the status of the actual item you ordered.

Can I add items to an existing order?

Unfortunately, you can’t add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.

Can I place a special order?

Unfortunately, we are unable to fulfill special orders at this time. Many of our items are available only in very limited quantities, so we often cannot obtain the exact same item. However, out-of-stock brands and items do frequently return to our site, and we will sometimes have a similar item.

Payment

What methods of payment do you accept?

One Kings Lane accepts:

 

  • Visa™, Mastercard™, American Express™, and Discover™ credit cards with a billing address in the United States
  • PayPal™
  • One Kings Lane Gift Cards

When will I be charged for my order?

Orders made on or after 7/7/21:

When you place an order, you will be charged immediately for the full amount of your order. Upon successful collection of funds, your item(s) will be placed into production and should be delivered to you during the time window quoted at the time of purchase.

Orders made on prior to 7/7/21:

When you place an order, we authorize your credit card to confirm it is valid and that there are sufficient funds available for your purchase.

An authorization does NOT mean that your credit card is charged at that time, but rather you will continue to see a “pending charge” on your statement until the order has been shipped or canceled. The “pending charge” is usually for $.01 more than the original purchase amount.

We do not charge your credit card until your item(s) have been shipped.

If your order has been split into multiple shipments, we will collect payment only on the portion of your order that has shipped.

Please review your shipment notification email for details on the amount actually charged to your credit card.

I received multiple charges for my order. What should I do?

Orders made on or after 7/7/21:

When you place an order, you will be charged immediately for the full amount of your order. If you are charged more than your order amount, please contact us by sending an email to customercare@onekingslane.com with the following information: Order Number, Customer Email, Customer Phone Number, Total Order Price, Total Charges Incurred.

Orders made on prior to 7/7/21:

When you place an order, we authorize your credit card to confirm it is valid and that there are sufficient funds available for your purchase.

An authorization does NOT mean that your card will be charged at that time, but the authorization hold for the purchase amount will remain on a customer’s card until the item(s) are shipped or canceled. It will appear on your statement as a "pending charge" and is usually for $.01 more than the original purchase amount.

In rare instances, you may see multiple authorizations for the same order, but rest assured we do not actually charge your credit card until your item(s) has shipped.

If your order has been split into multiple shipments, we will collect payment only on the portion of your order that has shipped.

Please review your shipment notification email for details on the amount charged to your credit card.

My credit card has expired. How do I update it?

Edit Expiration Date

Please visit the Saved Credit Card section of My Account and click the Edit link next to the expired credit card.

In the Edit Credit Card section that appears you will see your current credit card information. For security reasons we do not allow edits to your credit card number and security code.

To update your expiration date, select the date from the drop-down options and click on the UPDATE button.

Add New Credit Card

To add a new credit card, enter the credit card number and expiration date in the Add New Credit Card section that appears. Click on the ADD button to save it. If you would like this to be your default payment method, please remember to tick the "Set as primary payment" checkbox. Please remember to delete your expired credit card by clicking on the Remove link next to the expired credit card.

Updating your credit card in My Account will not update orders that have already been placed.

How do I delete a credit card?

Please visit the Saved Credit Card section of My Account and click the Remove link next to the credit card you wish to remove.

What methods of payment do you accept?

One Kings Lane accepts payments from Visa, Mastercard, American Express, Discover, and PayPal.

PayPal is available to all U.S. PayPal customers who ship to a shipping address within the US.

Is there a limit on PayPal orders?

The payment limit for a PayPal order is $60,000.

Does One Kings Lane charge sales tax?

One Kings Lane collects sales tax on all orders shipped to states that charge sales tax.

If you are having your order shipped to any of these states, tax will be charged at the applicable rate. Tax rates among counties vary.

Do you accept international billing addresses?

Unfortunately, we cannot accept international billing addresses for credit cards at this time. We can accept only credit cards with U.S. billing addresses.

One Kings Lane was unable to authorize my credit card. What should I do?

Please send us an email.

Updating your credit card in My Account will not update orders that have already been placed.

How do I apply a Promotion to my order?

While checking out, you can enter your promotion code under the Order Summary section. Once entered, click APPLY.

Shopping Questions


How do I sign up?

You can sign up by clicking "LOG IN/SIGN UP" in the navigation. Create an account by entering your e-mail and password and clicking the "SIGN UP" button.

Can I shop by brand or by seller as well as by category?

Every brand and vintage seller has a unique storefront you can visit to learn more, and to explore any other available products. You'll find a link to the brand’s or the seller's storefront in every product listing above the product name.

How do I know the items for sale are authentic?

One Kings Lane procures every item directly and exclusively from brands and designers. We guarantee authenticity of each and every product we sell.

Who curates the product selection at One Kings Lane?

Our team consists of seasoned industry insiders and respected, passionate home-decor buyers who share our customers’ excitement about design and exceptional value. Like you, we know that there is nothing chic, elegant, or stylish about overspending on top home design brands.

Do you price match with competitors?

We are in the business to provide the best-curated selection to our customers! At this time, we do not price match with competitors.

Do you honor price adjustments?

We're sorry, but we do not accommodate price adjustments.

Shipping & Delivery

Do you accept international shipping addresses?

Please note that One Kings Lane does not ship to non-US addresses. However, some of our customers have successfully used third-party services such as Shop & Ship. While we are not able to endorse these services, we can provide the following links for informational purposes:

http://www.shopandship.com
http://www.shipville.com
http://www.postaplus.com/MyBox.aspx
http://myus.com
http://www.stackry.com

Where do you ship?

One Kings Lane can ship to street addresses in the continental U.S, Alaska, and Hawaii. Sorry, but white-glove and entryway shipping is not available for Alaska or Hawaii.

Because most of our products are shipped via FedEx, we cannot deliver to P.O. boxes or APO/FPO addresses. One Kings Lane does not ship to U.S. territories, including Puerto Rico and Guam.

How can I track my package?

You can track your order by visiting the Order History section in My Account and clicking on the order number. If you do not know your order number, you can locate it by looking at your order confirmation email.

Once a shipping label has been created for your order, you will find the tracking number underneath the Tracking section.

If you have any further questions, please contact us.

What are your standard shipping & handling rates?

Standard shipping & handling rates are as follows:

Order Total

Shipping

Up to $50

$9.95

$50.01 - $150

$14.95

$150.01 - $250

$27.95

$250.01 - $350

$37.95

$350.01 - $450

$47.95

$450.01 - $650

$67.95

$650.01 - $850

$87.95

$850.01 - $1000

$97.95

$1,000.01 and over

10% of Merchandise Total

What should I do if I’m missing items from my order?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

To verify which item(s) may have shipped separately, visit the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.

If you do not know your order number, you can locate it by looking at your order confirmation email.

If all of your shipments have been delivered and you are still missing items, please contact us immediately.

Is sales tax charged on shipping & handling fees?

Depending on where the order is being shipped, sales tax will be charged on the order subtotal, shipping, and/or handling at the applicable county rate. Tax rates vary among counties.

Does furniture take longer to arrive?

Furniture orders often take longer to arrive due to the logistics of shipping larger pieces. In addition, most furniture pieces are delivered by white-glove services, which need to make an appointment with you for in-home delivery.

Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time.

Your actual delivery date should fall within the estimated arrival date range for your item(s). Check your estimated arrival date by visiting the Order History section in My Account.

Once on the Order History tab in My Account, click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

Does One Kings Lane have a white-glove delivery service?

Items that are oversize, heavy, fragile, or one of a kind are shipped by white-glove or entryway delivery to ensure they arrive safely.

What is the difference between white-glove and entryway delivery?

Our white-glove service will deliver the item into your room of choice, perform 15 minutes of light assembly and dispose of the packaging materials. Light assembly does not apply to beds, cribs, dining tables and porch swings.

Our entryway service will deliver the packaged item to the first room of your address. The recipient is responsible for unpacking and moving the product farther into the home.

Some things to know:

  • White-glove and entryway items cannot be shipped by any other delivery method because of their weight, their size, and the special care and handling they require.

  • White-glove and entryway shipping is not available for Alaska or Hawaii.

  • Our delivery service will contact you to schedule an appointment shortly before the arrival date.

  • Deliveries are made Monday through Friday 8am-5pm. Weekend delivery is not available.

  • The delivery service cannot make any modifications to your home. Please measure your space (doorways, elevators, stairways, etc.) before buying the item to ensure it will fit into your home. If the item doesn’t fit, it will be sent back to us. Return shipping charges will be deducted from the amount of your refund. The original shipping charges will not be refunded.

  • If you’ve purchased multiple items shipping via white-glove or entryway delivery, you may have multiple delivery appointments with different delivery companies. We work with several delivery companies, depending on the type of product and where it's located.

  • Please contact us if there could be any delivery challenges at your home such as multiple flights of stairs or a narrow or long driveway. Additional charges may apply.

How do I receive my delivery?

You'll receive an email from us with tracking information about your item.

Shortly before the arrival date, our delivery service will contact you to schedule a delivery appointment.

Some things to know:

  • Items will not be delivered without an appointment.

  • Delivery appointments are available Monday through Friday 8am-5pm. Weekend delivery is not available.

  • Please make sure an adult 18 or older will be home during the delivery window. The delivery window may vary depending on your location. Usually there is a four-hour window, but sometimes it is greater.

  • Additional fees will be charged for missed appointments and last-minute changes to appointments.

Do I need to do anything before my delivery appointment?

Before your appointment, please make sure the walkway and the area where you'd like the item placed are clear.

The delivery service cannot move existing furniture to make room for the new item. It is also unable to remove unwanted furniture or make any modifications to your home.

Should I inspect my item?

Yes, once your item has been unwrapped, please inspect it for any damage that may have occurred in transit. Do not sign the delivery paperwork until you have thoroughly inspected the item for any damage or quality issues.

If you do see any damage or quality issues:

  1. You have the right to refuse the item.

  2. Make a note of the damage on the delivery service's paperwork before signing for the item. If you do not note the damage on the delivery paperwork, it's more than likely we won't be able to issue a refund or replace the item.

  3. Contact us and we'll help resolve the issue.

When will I be contacted to schedule my furniture delivery?

Furniture orders often take longer to arrive due to the logistics of shipping larger pieces.

Once you receive a shipping notification email, a shipping company representative will call you within two to three weeks to schedule a delivery time.

Your actual delivery date should fall within the estimated arrival date range for your item(s). Check your estimated arrival date by entering your order details here.

Click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

If the stated estimated arrival date for your item has passed, please contact us.

How long will it take for my order to arrive?

Check your estimated arrival date by entering your order details here.

Click on the order number and you will see the estimated arrival date for each item in your order. If you do not know your order number, you can locate it by looking at your order confirmation email.

Are there additional delivery fees for furniture?

Most furniture and items that are oversize, heavy, fragile, or one of a kind are shipped by white-glove or entryway delivery to ensure they arrive safely. We're sorry, but entryway and white-glove shipping is not available for Alaska or Hawaii.

Our entryway service will deliver the packaged item to the first room of your address. The recipient is responsible for unpacking and moving the product farther into the home.

Entryway Delivery Rates

# Items

Shipping Cost

1

$179.00

2

$229.00

3 or More

$279.00

 

Our white-glove service will deliver the item into your room of choice, perform light assembly and dispose of the packaging materials.

White-Glove Delivery Rates

# Items

Shipping Cost

1

$279.00

2

$329.00

3 or More

$379.00

 

What is One Kings Lane’s insurance policy?

One Kings Lane packages are insured directly by the shippers.

Can I combine shipping fees for different orders?

Unfortunately, we are unable to offer combined shipping for our customers at this time.

ShippedShield

Shipped Shield is a premium package assurance for damage, loss, or theft, simplifying the process to get a replacement or refund quickly.
How does it work?
  1. Adds Shipped Shield to their order at cart or checkout.
  2. Shipped Shield takes effect when at least 1 item in the order is shipped.
  3. If a shipment issue occurs, file a report through the link provided in your email.
  4. The report is reviewed and upon approval, will issue a replacement order. A refund will be issued if a replacement is not available.
What does Shipped Shield Assurance Guarantee include?
Included
Damaged
- A damaged item is considered as broken if it is clearly fractured, in unusable condition, shattered, crushed, and/or bent, where the damages were caused during the transit process.

Stolen/Misdelivered
- A package is considered as stolen/misdelivered when a package is delivered, but missing.

Lost
- A package is considered as lost if the package is shipped but not delivered and there are no tracking update for at least 7 days.

Excluded

Fulfillment error
- When the wrong item was shipped to the customer or if an item was missing from the shipment where the package was not tampered with.

Manufacturing defects
- Cosmetic damages and/or functional defects that were not caused during the shipping process.

Customer remorse
- When a customer changes their mind or is not happy with the item received.

*For full policy details, filing periods, and requirements, view the Shipped Shield Assurance Guarantee.

Why do I need Shipped Shield Package Assurance?

Shipped Shield offers you a “peace of mind” shopping experience for all of your orders for a small fraction of the order subtotal. Your orders will be fully assured should there be any unexpected shipment issues of damage, loss, or theft.

How do I report a shipment issue to get a replacement or refund?

If something went wrong with your protected order, easily report the issue via our Shipped app or in our portal. Depending on the shipment issue, you may be asked to provide additional proof such as image, video, or police report.
You can view the full Shipped Shield Assurance Guarantee for detailed guidelines on reporting a shipment issue.

What information do I need to start the shipment issue reporting process?

If you’re reporting the issue via desktop or mobile browser, all you need is the order number and shipping zip code to get started. If you’re using the Shipped app, just select the order with the issue to start the reporting process.

Can I cancel Shipped Shield?

If your item hasn’t shipped yet, please reach out to the merchant to cancel Shipped Shield from your order. If your item has already shipped, Shipped Shield is protecting your package in transit. If your package is lost, damaged or stolen, Shipped Shield provides a no-hassle solution for quickly resolving your shipment issue.

Where can I find more information on Shipped Shield?

For additional information on Shipped Shield, please visit Shipped.

Returns & Exchanges: Online Purchases


What is your return policy?

We accept returns on most product within 30 days of delivery.

Please note items that are marked "final sale," "clearance," "as is" or "made-to-order" are not returnable. All items that are not eligible for return will be marked as such on the product’s description page under the shipping and return column. Exchanges are not available at this time. Please see our specified return fees listed below.

Standard Delivery – UPS Shipments

All returnable items are subjected to a 15% return fee for standard shipments which will be deducted from your refund, not to exceed $100. Please note that the original shipping charges are non-refundable. Refunds will be applied back onto the original form of payment that was used to place the order.

Home Delivery – Entryway or White-Glove

For items shipped via entryway or white-glove that are eligible for return, the return fee will be a flat $300 per item. Please note that the original shipping charges are non-refundable. Refunds will be applied back onto the original form of payment that was used to place the order.

How do I initiate a return?

To initiate a return for an item delivered via UPS, click here. You will be prompted to enter your order number and the email address associated with your order. Items eligible for return will allow you to select and enter return reasons. If you cannot select an item, that means the item is not returnable. If your item arrived damaged or incorrect, please contact us directly so, we may amend the situation. To initiate a return for an Entryway or White-Glove item, please contact us directly

Damaged, missing items or incorrect items

We take pride in the quality of our products and the condition in which they arrive to you. If something isn't right with your order, simply contact us to tell us what happened. We will contact you directly to resolve the issue.

Exchanges

If an item is no longer on the site, it is unfortunately no longer available. If you do have an issue with something you have received, please contact us.

How will I know when my return has been received?

After we receive your return and confirm that all items are in saleable condition your refund will be processed in 10-15 business days back onto the original form of payment used to place the order.

Need assistance?

For the fastest response email us at: customercare@onekingslane.com

Monday - Friday: 9 am - 8 pm EST

Saturday: 9 am - 5 pm EST

Sunday and Holidays: Closed

Phone: (332) 333-6412

Do you price match with competitors?

We are in the business to provide the best-curated selection to our customers! At this time, we do not price match with competitors.

Do you honor price adjustments?

We are sorry, but we do not accommodate price adjustments at this time.

One Kings Lane Interior Design


What is One Kings Lane Interior Design?

One Kings Lane Interior Design is our free design service, where you can consult with a professional designer by phone, by email, or online. Whether you are furnishing your entire home or simply need help styling your bookshelves, a One Kings Lane designer will listen to your needs, review any inspiration you've provided, and present you with design concepts, layouts, and more.

How do I book my appointment?

Simply book now to schedule your free appointment with one of our in-house experts.

Can I choose my designer?

If you want to work with a specific designer, email us at interiordesign@onekingslane.com so that we can arrange it.

Can the designer work with my existing furniture pieces?

Of course! Keep as many or as few items as you like. You’ll be able to upload photos of what you’re keeping so that your designer can work with these items.

How far in advance can I make an appointment?

You can book up to four weeks in advance. If a time you want is not available, check back or email us at interiordesign@onekingslane.com. We’ll do our best to find a time that works for you.

What happens after I book an appointment?

You’ll receive a confirmation email from interiordesign@onekingslane.com. And then you’re all set!

Can I cancel or reschedule my consultation?

Absolutely. You can cancel or reschedule your consultation via your confirmation email (the subject line is "Your appointment at One Kings Lane Interior Design is confirmed"). Please do so at least 24 hours in advance to allow other clients to take your time slot.

Do I need to prepare before the consultation?

That’s totally up to you. Feel free to email details about your project and budget, along with other relevant information, to interiordesign@onekingslane.com prior to your appointment. You can also send pictures of your space, floor plans, measurements, and inspirational images, but you certainly don’t have to.

What should I expect from my appointment?

Your designer will present you with ideas based on the information you provided. You can then discuss and refine the suggestions so that you’ll leave with a clear, actionable plan to create a space you’ll love.

Do I have to purchase something during or after my appointment?

There is no obligation or pressure to purchase during sessions with your designer. (But once you see what we have to offer, we know you’ll find something you love.)

Protection Plans

What is Extend?

One Kings Lane and Extend have partnered up to deliver an easy and affordable way to protect your purchase, even in case of accidental damage. You can choose up to 5 years of product protection. Just add the plan to your cart when buying an eligible product.

Learn more about Extend.

Gift Cards


How do I redeem my gift card?

Simply contact customer service at (332) 333-6412 during business hours (Monday-Friday, 9 a.m.-8 p.m. Eastern; Saturday, 9 a.m.-5 p.m. Eastern); we’re happy to help.

How can I check my gift card balance?
What happens if I do not have enough on my gift card to cover the cost of my order?

You can pay for the balance of your purchase that is not covered by the gift card via Visa, Mastercard, American Express, Discover, or PayPal.

What are the rules and regulations for gift cards?
  • Gift cards are non-transferable, non-refundable and not redeemable for cash.

  • We cannot replace lost or stolen gift cards.

  • If you have any additional questions, please contact us.

Account Information


How do I update my password, email, shipping address, and billing information?

You can update all of your account details by visiting the Account Information section in My Account anytime.

I forgot my password to log in. How can I request a new one?

Go to the Password Recovery page. Follow the onscreen instructions in order to reset your password and we will send you an email with a link to reset your password.

If you do not receive an email from One Kings Lane within a few minutes, please follow the steps below:

  1. Check your email account’s spam or junk folder to see if our email was filtered there.

  2. Request a new password again and be sure that you are entering your email address correctly. (If there are any typos, our email will not reach you.)

  3. Please also add  customercare@onekingslane.com to your contacts list to ensure delivery of our emails to your inbox.

If you’ve checked all the above and still do not receive your email, please contact us.

How do I unsubscribe from emails?

If you would like to reduce the number of emails you receive from us or unsubscribe, you can modify your email frequency by visiting the Email Preferences section in My Account. You will also find an unsubscribe link at the bottom of our sale emails.

And don't worry—even if you choose to unsubscribe, you can still log in to your One Kings Lane account to browse and shop anytime.

Please keep in mind unsubscribe requests take one week to take into effect. You might continue to get our emails while our system processes your request. Thank you for your patience and understanding.

How can I change my email preferences?

You can update your email preferences by visiting the Email Preferences section in My Account. To update, simply select the emails that match your interests and click Save Changes.

Why am I still receiving emails after I unsubscribed?

Please keep in mind unsubscribe requests take one week to take into effect. You might continue to get our emails while our system processes your request. Thank you for your patience and understanding.

If you continue to see sale emails from us after one week, please contact us.

How can I update my shipping address?

Please visit the Address Book section in My Account and follow the instructions below for adding a new shipping address, updating a stored shipping address, or deleting a shipping address from your account.

Add a new address

In the Address Book section of My Account, enter your new address details and click the SAVE button. Once saved, you will see your new address listed under Addresses On File.

Edit an address

Under Addresses On File, click the Edit link on the address you wish to change. Make your changes directly in the fields and click on the SAVE button to save your changes.

Delete an address

Under Addresses On File, click the Delete link on the address you wish to remove. The remove link is only available if you have more than 1 saved address.

How safe is my personal information when I become a member?

Our customers' safety and privacy are our utmost priority at One Kings Lane. Your data will never be sold to third-party marketers. Please visit our Privacy Policy for details.

Other


Does One Kings Lane accept personal sellers?

We buy only from vetted professional sellers.

Interested in becoming part of the One Kings Lane affiliate marketing program?

Please click here to learn more about partnering with our affiliate marketing program.