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Costumer Service

Frequently Asked Questions

What are the benefits from buying KOKET products?

KOKETS is a luxury bespoke furniture brand designed especially to fulfil women desires for the home. Our design is completely distinct of what you can find in the market today, which will bring a special feminine touch to interiors; it will make them stand out. KOKET pieces are all hand made, which means you will be the owner of one piece specially made for you. Additionally, you can custom your piece according to your taste and needs.

Where can I buy KOKET products?

KOKET is sold worldwide. You can purchase through us directly by contacting one of our Sales & Product Specialists. All pieces are made to order. Please email us at or and we will find the closest available Representative.

How do I place an order?

To place an order please visit our Contact Us page to find the appropriate representative for your region, or email your requests to with the appropriate information and our Sales & Product Specialists will assist you. You may also call us at : +1 703 369 3324 (USA) to speak directly to a Sales & Product Specialist.

How can I contact KOKET’s Direct Customer Care Team?

Please send your requests to or to If you would like to speak to a Sales & Product Specialist, you can contact us directly at +1 703-369-3324 (USA), via website chat or through Whatsapp Service. KOKET Direct Customer Care is available Monday to Friday, 9am-6pm (USA East Coast time) for USA & Worldwide, and 9am-6pm (London time) for Europe.

How long is the production process, when can I expect my pieces to ship?

There is a 8-10 week minimum lead-time for production of the Guilty Pleasures collection, and an 8-week minimum lead-time for the Exotic Opulence Collection. Once the order has completed production and all remaining balances are paid, your pieces will ship at the earliest convenience. Delivery times may vary depending on the destination country. You will receive an e-mail confirmation once your order has been shipped.

What is the status of my order? How do I track my order?

If at anytime during your order you would like to know the status, please consult your Sales & Product Specialist and they will provide you with the appropriate information.

Where are the products made?

KOKET pieces are handcrafted in Porto, Portugal, by a team of highly skilled artisans and jewellers who work closely with a group of exceptionally artistic and well-rounded Portuguese product designers led by Janet's creative direction.

What materials do you use?

We have a vast portfolio of materials, divided into the following categories:

- Wood Veneers: Walnut Root, Poplar Root, Palisander, Rosewood and Ebony
- Translucent Colors
- Metal Leafs: Gold, Silver and Copper
- Lacquers
- Metals: Cast or Polished Brass, Stainless Steel and Iron in high gloss, matte or brushed finish
- Glass: Smoked, Bronze or Clear
- Mirror: Antique, Bronze or Smoked
- Textiles: Fabrics, Leathers, Sheers, Synthetic Leathers and Wallcoverings
- Our collections of bespoke furniture, textiles and soft goods use the highest quality materials to create beautiful upholstery, hand-carved wood accents, exotic finishes like mother of pearl and natural peacock feathers, lighting adorned with semi-precious stones and decadent glass crystals, cast brass adornments, natural cowhide and leather rugs and genuine fur throws.

For samples of any of our materials, please contact one of our Sales & Product Specialists for information and availability. We also offer a KOKET sample box for purchase with finish, fabric and accent samples. KOKET products subject to fabric are available in any KOKET fabric from the collection, or COM/COL.

**Please note that none of the animals used to produce our genuine furs and leathers are endangered, and are raised in quality conditions.

What is the lead-time for production?

There is a 8-10 week minimum lead-time for production of the Guilty Pleasures collection, and an 8-week minimum lead-time for the Exotic Opulence Collection. This lead-time is for production only.

Can the pieces be altered?

Yes, custom or bespoke orders are accepted, however KOKET reserves the right to deny certain customizations. Custom orders may be subject to a customization fee or special pricing based on the extent of the modifications. Custom fees are determined on a case-by-case basis, at which time the Buyer will be notified of any additional fees. Custom pieces are also subject to an extended lead time, based on the extent of the modifications. Custom orders are not returnable under any circumstances. If a custom order is received produced incorrectly (i.e.: wrong finish or fabric) KOKET reserves the right to reproduce or repair the current merchandise prior discussing a return. All custom order returns due to production issues will be handled on a case-by-case basis.

Can I send my own fabric? How much will it cost?

Yes, we do provide COM/COL options for most of our pieces. Please note that in cases of COM/COL, the lead time does not begin until the fabric is received by the manufacturer. Prices are specified in our price lists and can be confirmed by your Sales & Product representative.

Please send COM/COL to the following:
If in Europe, mail to: Rua Nova do Campinho 1, 4435-751 Baguim do Monte, Porto, Portugal.
If in USA, mail to: 9255 Center Street, Suite 102, Manassas VA 20110, USA.

Please contact your Sales and Product specialist for more details on this matter.

Can you send me materials, colors and finishes’ samples?

Yes. Material and Finish samples (wood, metal, glass, translucent colors, lacquers, metal leafs, mirrors) are 15€/ $15 per sample.

There is a minimum delivery charge of 5€/$5 for up to 5 fabric samples and 1€/$1 per subsequent sample (maximum 10 samples).

Synthetic leathers costs 2€/$2 per sample.

Genuine Leather samples cost 5€/$5 per sample.

Wallcoverings samples cost 10€/$10 per sample (7x7 cm) or 25€/$25 (16x10 cm).

How do I know if my order has been received?

Upon placing an order we require a 60% deposit. After receiving your deposit we will send you a receipt along with your order confirmation and a summary of your purchase. You should receive your order confirmation within 24 hours from our Sales & Product Specialist. If you do not receive your order confirmation, feel free to call 703-369-3324 (USA) to confirm that your order has been received.

Can I change or amend my order once it has been placed?

Changes to your order can only be made within the first 48 hours of purchase. Unfortunately KOKET cannot accept modifications once orders are placed. All goods are custom made to order specifications. The client will have to place a new order with no implications on the previous one.

What are my payment options?

To purchase KOKET products you may use Credit or Debit cards (Visa, MasterCard), Checks, or Wire Transfers. Please notify your Sales & Product Specialist with the payment option of your choice. If paying with a credit or debit card, we will send you our secure Credit Card Authorization form. If paying with check, please send to: DeMorais International 9255 Center Street, Suite #102, Manassas, VA 20110. When paying by check, please be sure to allow time for check clearance. For Wire Transfers your Sales & Product Specialist will provide you with the necessary bank details.
Wire transfers bank charges are to be borne by the payer; may change according to the client’s bank /account. Payments with credit card have an additional charge of 3% of the invoice value for processing purposes.

How do you manage shipping?

We will arrange shipping, but clients are responsible for all shipping costs. If you are not satisfied with our carriers or shipping costs you are able to use your own carrier.

What are the standard pricing and payment terms?

We require a 60% deposit to begin the order, and the final balance plus shipping costs must be collected before shipping. Orders are not cancellable after 10 working days & product is not returnable.

Can I choose the currency I’m paying in?

The currency will be stated on your invoice. We only accept USD and Euro payments.

When am I billed?

A 60% payment is needed to begin production. A 40% balance plus shipping cost are due prior to factory departure.

Who should I contact if I have questions relating to my order after I have made a purchase?

You can always contact your Sales and Product Specialist. They will be able to assist you. Any damages, issues or incorrect orders must be reported within 48 hours of receiving the merchandise.

Is my package insured and do I need to sign for my order?

This all depends on the carrier you choose to use. If you will be using one of our selected carriers, then we will arrange for your items to be insured. Also, our selected carriers will contact you to schedule a delivery date and require a signature upon delivery.

How do I know that my order has been shipped?

When your order is nearing completion, we will notify you so shipment can be arranged. Your Sales & Product Specialist will be able to assist throughout this process.

What is the difference between “order date” and “ship date”?

The order date will be the day we received your 60% deposit and place the order with our production team. The ship date will be once your order is complete and we receive the 40% remaining balance plus shipping costs, the pieces will ship the following Friday.

Can I change my shipping address after my order has been dispatched?

No, once your order has been dispatched, we are unable to redirect your delivery to another address. If changes are made the client is responsible for contacting the shipping company and accept any additional charges.

What countries do you ship to?

KOKET ships worldwide.

Do you ship to PO Boxes or APO/FPO addresses?


What happens if I am not in when the parcel arrives?

We require all of our pieces to be signed for upon delivery. The carrier should correspond with you a delivery appointment, so that you will be there to receive.

What is your return/exchange policy?

All goods are custom made to order specifications. There are no returns or exchanges. If there is an issue with your order and you report this within 48 hours we can work with you to repair or replace your piece, but we do not accept returns or exchanges. The refusal of damaged merchandise in no way relieves the purchaser of responsibility for payment of goods.

Do you offer a repairs service?

Our complimentary repairs service will analize case by case. All claims for freight damage must be made within these 48 hours of receipt. KOKET will not accept any claim on merchandise after this period. Signature of receipt by the Client’s agent or employee constitutes full acceptance of all packages stated on the bill of lading or electronic clipboard in undamaged condition.

How can I clean my product?

Please read our detailed instructions in each product page or click here to read more.

How long is the products warranty?

There are no warranties with our products. When issues arise, KOKET reserves the right to determine whether a replacement or repair is most appropriate.

Do you accept new agents, what do I have to do?

KOKETS is currently accepting new agents worldwide. To become one you need to get in contact with us at, explain your interest in representing KOKET in your market and agree to accept our terms and conditions available in our website for consultation.

What are the advantages to work with you in my projects?

KOKETS is a luxury bespoke furniture brand designed especially to fulfil women desires for the home. Our design is completely distinct of what you can find in the market today, which will bring a special feminin touch to interiors; it will make them stand out.
All of KOKET pieces are hand crafted by a team of highly skill artisans that place all their knowledge and love for the art in each piece they produce. Whether it’s a luxury butterfly armoire or a classic upholstered chair. The best materials and special techniques are in use during the entire process. Additionally, you can custom your piece according to your taste and needs.

Do you keep stock?

Yes, we keep a reasonable number of products available for shipment in the next day of purchase. To get hold of our Ready to Ship list, please contact one of our Sales and Product Specialists or click here.

Can you tell me when new products or special promotions are announced?

Yes! Simply provide your email in the subscribe option (at the bottom of the homepage) and you will be eligible to receive e-mail updates on new products, sales, events and other special announcements.

Where can I find a store near me that carries your product?

KOKET sells directly to the trade, we are only shown in exclusive showrooms. Please email for more information.

What are the KOKET’s customer responsibilities during product selection and ordering?

KOKET will provide exact dimensions and/or design drawing for bespoke furniture orders (custom projects), or approve drawings by company prior to production, insure scale and fit for application. Afterwards, we will provide the Client with a written P.O. (purchase order) with complete specifications when ordering furniture or fabric, and begin to select finishes and provide all COM/COL (customer's own material / customer's own leather) to initiate production of furniture in a timely manner. During production, KOKET will inform the ultimate client of accurate lead times and status of orders as production proceeds.

Can you take me off your mailing list?

If you wish to unsubscribe from our mailing list please email

What terms are frequently used when doing business with KOKET?

Balance Due Notice (BDN)

An invoice sent to a Customer to collect the balance due on a Sales Order. A BDN reflects all of the activity against a Sales Order, including the total Order amount and all payments made by the Customer.

Bill of Lading (BOL)

A document issued by a Vendor or a freight carrier to a shipper that lists and acknowledges receipt of goods for transport and specifies terms of delivery to a designated party. The Bill of Lading describes the conditions under which the goods are accepted by the carrier and details the nature and quantity of the goods, name of the vessel if shipped by sea, identifying marks and numbers, destination, etc. The person sending the goods is referred to as "Shipper" or "Consignor." The company or agent transporting the goods is "Carrier." The person for whom the goods are destined is "Consignee."

Crating Fee

A fee charged to a Customer for product that is padded and custom-boxed for shipping.

Custom Drawing

A drawing or sketch of a custom product provided to a Customer by KOKET or Represented Vendor. Drawings typically illustrate significant product dimensions and product structure. See "Drawing For Approval."

Custom Quote

A Sales Quote for a custom product. Such a quote is typically obtained via email directly with our Sales & Product Specialist regarding feasibility, availability and pricing.

Customer's Own Leather (COL)

Leather purchased by a Customer and sent to KOKET or Represented Vendor to be applied to Make To Order product.

Customer's Own Material (COM)

Fabric purchased by a Customer and sent to KOKET or Represented Vendor to be applied to Make To Order product.

Customer's Own Pick Up

A method of shipment that stipulates the Customer will contract delivery services directly with a carrier/shipper rather than requesting that KOKET do so. The carrier/shipper invoices the Customer directly.

Design Fee

A fee charged to a Customer for design service provided by the KOKET Design Studio, including that of a stand-alone service that may also involve the purchase of product and a subsequent up charge on the price of the product.

Drawing For Approval (DFA)

A drawing of a custom item that is provided to a Customer by KOKET or a Represented Vendor for approval prior to production. The drawing illustrates significant product dimensions and product structure.

Estimated Completion Date (ECD)

The date that a Make To Order Item is scheduled for completion and ready for shipment.

Freight Charge

The charge billed to a Customer for shipping product to a ship-to address.

Inside Delivery

A type of delivery in which product is delivered and installed at the end user's location, a.k.a. "White Glove Service".

Make To Order Product (MTO)

Product manufactured to the Customer's specifications. There are two categories of Make To Order product: (1) Configurable, which is customizable and has a number of possible configurations and options, and (2) Non-Configurable, which is not customizable and has few possible configurations and options.

Net Price

The selling price of a product charged to a trade professional, i.e. designer, architect, or Specifier, by a Showroom. "Net Price" is also referred to as "Designer Discount Price" or "Wholesale Price."

Order Acknowledgement

The email sent by a Salesperson and given to the Customer confirming receipt of the Customer Purchase Order or a Customer-signed Sales Quote and receipt of monies per KOKET policy, i.e. Pro Forma or Payment in Full, depending on the product. It also confirms the Item's readiness to begin production. An Order Acknowledgement indicates any missing criteria required for production.

Order Balance

The remaining amount due on a Sales Order, i.e., Total Price + Freight + Handling + Sales Tax – Customer Deposit Payment(s) = Order Balance.

Order Deposit

The dollar amount a Customer must pay in order to originate a Sales Order. Per KOKET policy, an MTO Order typically requires a deposit of 50% of the Net Price (excluding Freight and Sales Tax), while Drop Ship and Replenishable are 100%.

Packing Slip

A document that accompanies a shipment, pallet or smaller unit that describes its contents and quantities and typically references the Order number(s) involved.

Payment In Full (PIF)

The 100% payment required for Replenishable and Drop Ship product, a.k.a. "Paid in Full."

Price List

Product specification and pricing information provided by KOKET or Represented Vendor.

Product Catalog

KOKET or Represented Vendor's product book, containing price lists, tear sheets and other information for each Item in the Product Line.

Production Lead Time

The time required from receipt of a Confirmed Customer Acknowledgement and its production requirements (COM [Customer Owned Material], SFA [Sample for Approval], DFA [Drawing for Approval]) to product delivery.

Pro Forma

The sales terms that specify the payment(s) a Customer must make before product is shipped.

Proof Of Delivery (POD)

The document signed by the receiver that indicates the quantity and apparent condition of the goods received.


This term refers to the Customer who pays for Items purchased by the Specifier.

Receiving Warehouse

A Customer-specified shipping location where the product will be received and inspected before final delivery at the installation site.

Requested Delivery Date

The Customer-requested date for product delivery.


Allocation of on hand inventory against a Sales Quote or Sales Order. Reserves are used to hold a specific quantity of product from available inventory until the Customer reaches a purchasing decision or, for Great Plains and Hunt Leather Co, up to a maximum of 14 days.

Sales Order

A written document requesting that KOKET or a Represented Vendor supply a product made according to the Customer's specifications and requiring either a 50% deposit payment or 100% payment in full, depending on the product.

Sales Quote

A verbal or written communication given to a Sell-to Customer that advises product specification, quantity and pricing and is valid for a limited time (per KOKET policy, up to 30 days after a Sales Quote is originated). It can be converted to a Sales Order upon acceptance of the Terms and Conditions of Sale as well as receipt of monies per KOKET policy, i.e., Pro Forma or Payment in Full, depending on the product quoted.

Ship Confirmation

A shipping transaction that triggers recognition of revenue.

Starting Date

The date printed on the Vendor Acknowledgement indicating the date from which the Ending Date/Estimated Completion Date is calculated.

Storage Fee

A per diem fee charged to the Customer for product requiring storage due to an outstanding balance more than 60 days after the Balance Due Notice was issued.

Tear Sheet

A document that includes a product image and description and is provided by KOKET or Represented Vendor to a Customer.

To The Trade

This term is used to describe the wholesale relationship between Showrooms and trade professionals, i.e. designers, architects, and Specifiers.