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FAQ

SALES & PROMOTIONS

Sale & Promotional Exclusions:
All promotions and promo code discounts exclude: wholesale orders, hospitality orders, gift boxes, gift cards, last call items, any items marked 'final sale', fabric swatches, monogram embroidery fees, Eberjey, Neat Method, Amanda Lindroth, Juliska, The Vintage List, Couper, and 1 Hotels x Kassatex.

Final Sale Policy
All items included within our Last Call category as well as any items marked ‘Final Sale’ cannot be returned or exchanged.

Free Shipping:
Free standard shipping is valid only for orders over $100 that are shipping within the US. Free shipping does not apply to express or overnight shipping. International shipments, wholesale orders, and hospitality orders are not eligible for free shipping.

Can I use a discount code after a sale has ended?
No. Promo codes cannot be applied to previous orders. We will not make price adjustments to orders placed before or after a sale event.

Can promo codes be combined?
No. Promo codes cannot be combined. For bundled items, when a promo code is applied the higher discount will be applied in place of the current ‘Bundle Discount’ and will reduce from the bundle’s original price.

Does Kassatex price match?
No. We do not price-match.

PAYMENT METHODS & ORDER PLACEMENT

What methods of payment do you accept?
We accept all major credit cards including Visa, Mastercard, American Express, and Discover as well as Paypal, Amazon Pay, and Shop Pay.

Can I pay for my purchase in installments?
Yes. We work with Afterpay which allows your purchase to be split into four payments, payable every two weeks.

Will I be charged a sales tax?
Yes. We are required to collect sales tax in accordance with each state’s laws and regulations.

When will I be charged for my order?
You will be charged once your order is placed.

Can I add or remove items from my order?
Once an order is placed, we cannot add or remove items. If you would like to add an item to your order, you must place a new order. As we cannot remove items from orders, you will need to please wait for your order to arrive and initiate a return for the unwanted item(s).

How do I cancel my order?
Please email your cancellation request to contact@kassatex.com within one hour of placing your order. Please note cancellations are not guaranteed and may not be honored.

In the event that your order is unable to be cancelled, you will need to initiate a return once you have received your order.

What if I forgot to add a Gift Message when placing my order?
Please email your gift message request to contact@kassatex.com within one hour of placing your order. Please note that these requests are not guaranteed and may not be honored.

SHIPPING

How much does shipping cost?
We offer free ground shipping to all 50 states including Alaska and Hawaii for orders over $100. Expedited shipping is calculated by our carrier in the checkout process.

International orders are not eligible for free shipping. Additionally, all international shipments are subject to customs duties/taxes which are NOT included in the shipping rate calculated at checkout. The recipient is responsible for any customs fees which will be collected by the shipping carrier upon delivery.

For large international orders, additional shipping fees may apply based on order volume and will be invoiced separately to the client.

Does Kassatex ship to PO Boxes, APOs, or FPOs?
Unfortunately at this time, we do not ship to PO Boxes, APOs, or FPOs.

How do I change my shipping address?
Please send your shipping address request to contact@kassatex.com within one hour of placing your order. Please note that shipping address changes can result in cancellation or delay of your order.

RETURNS & EXCHANGES

What is your return policy?
We offer no-risk returns and exchanges within 60 days from the date of delivery. Once you submit your return using our online portal, you will receive a prepaid return label to send the items back free of charge.

Are any items ineligible for return or exchange?
Gift cards, Last Call items marked as final sale and items that have been monogrammed are not eligible for return or exchange.

Monogram Item Exceptions: if you believe that the item you ordered was damaged in transit or has a manufacturer's defect, please email contact@kassatex.com with images of the damage, so that we may review and initiate a manual return or exchange as applicable.

How can I return or exchange my order?
Please click here to process your return or exchange. To initiate the process, you will need to enter your 5-digit order number and the shipping zip code. 

I live in New York, can I bring my items for return to your showroom?
No. All returns are processed at our Miami warehouse and must be shipped to this address per the prepaid label generated at the completion of the return process.

When will I receive my refund?
Please allow 10 - 15 business days for your return to be processed. You will receive an email notification once the return has been completed. Once complete, please allow an additional three to five business days for the refunded amount to appear in your account.

How will my return be credited?
All returns will be credited back to your original form of payment or Gift Card. If you ordered via credit card, please allow up to 14 business days once the item has been delivered to us for your refund to be processed. If you have requested an exchange, the new item will ship 2-3 business days after the return arrives at our warehouse. If you paid with a Gift Card, the existing electronic Gift Card will be refunded. If a credit card was used in combination with a Gift Card, both items will be refunded as used. Gift Cards will be refunded before credit cards.

Can items be exchanged?
Items can only be exchanged for the same item in a different size or color. If you would like an item from a different collection you would need to process a return for a refund and place a new order. If you return an item that was previously exchanged it will be credited to a Gift Card. 

Can I return or exchange an item that I purchased through a Kassatex retailer?

We cannot provide refunds for items unless the items were purchased directly on kassatex.com.

Exceptions: To request a kassatex.com store credit for items purchased through a Kassatex retailer, please email contact@kassatex.com with information regarding this request.

PRODUCT INFORMATION

Are Kassatex bath accessories dishwasher-safe?
Our bath accessories should never be put in the dishwasher. The best way to clean your bath accessories is to simply wipe them down with a damp cloth. Avoid anything with too much texture that can scratch the surface of the accessories. For a deeper clean simply run them under warm water with a little bit of soap, making sure to avoid harsh chemicals. Once clean, make sure to dry them completely. Especially items made from wood or metal.

To learn more, visit our blog.

How should I care for my bedding?
We recommend washing your bedding on low heat in cold to warm water depending on the fabric type. We recommend drying your bedding on tumble dry with a low heat setting and avoid using any dryer sheets or fabric softener. For individual care instructions please reference each product's details and care for specific washing instructions.

How can I avoid discoloring my towels?
To avoid discoloration, we recommend avoiding certain ingredients contained in beauty, hygiene, and cleaning products including, but not limited to: bleach and bleaching agents, sodium hypochlorite, hydrogen peroxide, and benzoyl peroxide.

How should I care for my towels?
We recommend washing your towels on low heat in cold to warm water depending on the fabric type. We recommend drying your towels on tumble dry with a low heat setting and avoid using any dryer sheets or fabric softener. For individual care instructions please reference each product's details and care for specific washing instructions.

GIFT CARDS

How do I send a gift card?
Our gift cards are digital only and will be delivered to the buyer immediately after purchase with instructions on how to redeem the gift card amount at checkout. The buyer will need to either forward this email to the recipient or print it out if they would like to gift this in-person.

Can I return or exchange a gift card?
No. Gift cards are not refundable and will not be eligible for return or exchange.

How do I check my gift card balance?
Please email contact@kassatex.com to check your gift card balance. Please use the subject line ‘Gift Card Balance Request’ and provide the gift card number(s) within the email.

DESIGNER TRADE PROGRAM

What designer discount do you offer?
We offer 30% off with no minimum purchase.

Additional benefits include:

  • Loyalty Program access to earn points for every dollar spent and more
  • Free ground shipping anywhere in the continental US
  • International shipping available (additional cost)
  • Ship each order to a different address including directly to your clients
  • 24/7 access to placing orders through our website
  • Access to exclusive collections
  • Free returns/exchanges within 60 days, no questions asked
  • Access to our NYC Showroom (by appointment only)
  • Fast lead time (all in-stock orders ship within 1-2 business days)
  • Customized monogramming available for most products (1-3 additional business days for processing)

The following are not eligible for discount: gift boxes, gift cards, Eberjey pajama sets, Last Call items, any items marked 'final sale' (excluding Hedgehouse), fabric swatches, monogram embroidery fees, Neat Method, Amanda Lindroth, and 1 Hotels x Kassatex.

Do I qualify for the Designer Trade program?
Our designer trade program is open to eligible interior designers and decorators.

If you are a retailer or ecommerce business that is interested in selling our products directly to your customers, please see our Wholesale section below for more details.

If you are a hotel manager, rental property owner, or other business manager looking to purchase made-to-order or hotel-grade collections, please see our Hospitality Program section above for more details or submit your questions here.

How do I apply to the Designer Trade Program?
Please email trade@kassatex.com and provide your company's resale certificate or tax ID.

HOSPITALITY PROGRAM

What is the difference between your retail and hospitality collections?
Our hospitality collections are specifically designed and made to withstand commercial laundering.

Do I qualify for the Hospitality Program?
Our hospitality program is open to eligible hotel managers, rental property owners, and other business managers that are interested in purchasing ready to ship hotel-grade collections, large quantities, and custom items made exclusively for your business or property (including but not limited to: hotels, resorts, rental properties, restaurants, spas, and gyms). If you would like to partner with us or have any questions please send us a message here.

If you are an interior designer or decorator that is interested in purchasing our products at a discount, please see our Designer Trade Program section above for more details or email trade@kassatex.com.

If you are a retailer or ecommerce business that is interested in selling our products directly to your customers, please see our Wholesale section below for more details.

WHOLESALE

What wholesale discount do you offer?
Wholesale pricing is released once accounts have been approved. To sign up for a wholesale account please visit our wholesale site or for further questions please email info@kassatex.com.

Do I qualify for a Wholesale account?
Our wholesale program is open to eligible retailers or ecommerce businesses that are interested in selling our products directly to customers.

If you are an interior designer or decorator that is interested in purchasing our products at a discount, please see our Designer Trade Program section above for more details or email trade@kassatex.com.

If you are a hotel manager, rental property owner, or other business manager looking to purchase made-to-order or hotel-grade collections, please see our Hospitality Program section above for more details or submit your questions here.

ONWARD VIP+ PROTECTION

What is Onward VIP Protection+?
We’ve partnered with Onward to provide our customers with carbon neutral shipping protection, CashBack and a 90-day satisfaction guarantee on your purchase. When you add Onward to your order, you’ll be protected against lost, stolen or damaged packages. You’ll also have a 90 day satisfaction guarantee where if you experience product quality issues, Onward will work with us to make it right or refund your purchase. As an additional benefit, you’ll receive 10% of your purchase as CashBack for your next order with us.

How does Onward work?
Onward is an on-demand concierge service that covers our customers in the event they have shipping issues or have product quality issues with their purchase. If you add Onward to your order, you’ll be able to file a claim with just a few clicks and have the option of receiving a refund or a reorder based on the type of claim. Your claim will be reviewed for approval within an hour.

How Do I File A Claim?
You can quickly file a claim through the email that Onward sends you after you place your order, or you can file here.

Who does Onward partner with to make shipments carbon neutral?
Onward has partnered with Cool Effect, a 501c non-profit climate change organization, to neutralize carbon emissions from your shipments covered with Onward. When you add Onward to your order, you’ll be automatically taking action against climate change.

How Much Time Do I Have To File A Claim?
You’ll have 90 days from the order date to file a claim.

How does Onward’s CashBack feature work?
One of the benefits of adding Onward to your order is their CashBack feature. When you add Onward to your next order, you’ll receive 10% of that order as CashBack to use on a future purchase with us. 

After you place your order, Onward will email your CashBack balance and a code you can use to redeem your CashBack on your next purchase. As you place further orders that include Onward, your CashBack balance will increase and as you redeem your CashBack, your balance will decrease.

How does Onward’s Satisfaction Guarantee work?
Onward’s satisfaction guarantee provides coverage for any quality issues you experience with the use of our products.

Quality Issues are defined as accidental product damage occurring during normal usage such as tears, rips, stains, drops, punctures, cracks, breaks, mechanical failures and electrical issues.

If you experience any of these issues within the coverage period, you can file a claim with Onward. Onward may first attempt to repair the product at their expense before either replacing the product or issuing a refund.