Kaguyasu Europe — Support Centre

What is a coupon code?
A coupon code is an alphanumeric sequence that gives you a discount at checkout. Subscribe to our newsletter to be the first to receive exclusive offers.

How can I get a coupon?

• Newsletter: Leave your email on our website and receive a welcome coupon by email.
• Promotions: We run periodic campaigns. Watch our website and social media channels for public codes, or check your inbox for exclusive subscriber offers.

How do I use a coupon?
Add items to your basket, proceed to checkout, and enter your code in the discount field before completing payment.

Why isn't my coupon working?
Common reasons include: the code has expired or already been used; only one coupon applies per order; coupons do not apply to shipping fees, limited-time sales, or clearance items; some codes have minimum spend requirements or apply only to specific products.

If none of the above applies, please contact our support team.

Yes — exchanges are available provided your order has not yet shipped. You may select a different size, colour, or a similar item that is currently in stock. Your original discounts and coupons remain valid.

Please note: Exchanges are only possible before dispatch. Custom or special-order items are not eligible for exchange.

To request an exchange, please contact our team.

Contact our customer service team as soon as possible.
If your order status is Pending or In Progress, we can amend or cancel it. If the order has already been Dispatched, it cannot be changed — however, it may be eligible for return under our returns policy.

Custom furniture orders can only be cancelled within 24 hours of payment confirmation. Refusing delivery without prior written consent from Kaguyasu may result in additional charges, including return shipping and handling fees.

Cancellations and amendments are only confirmed upon receipt of written confirmation from our customer service team.

Absolutely. For bulk orders, full office fit-outs, or institutional tenders, please email our project team at Support@kaguyasu.eu. We provide tailored quotations that include volume-based discounts, product selection guidance, and logistics planning.

Kaguyasu Europe operates under Kaguyasu Inc. (registered address: 8 The Green, Ste A, Dover, Delaware 19901, USA), our global parent entity. This structure ensures that your transactions are handled in accordance with applicable EU and UK consumer protection laws and tax regulations.

As most of our inventory is managed through an international supply chain, estimated lead times are as follows:

• Standard (International): 35–45 business days.
• EU Local Stock: 7–10 business days.

High-volume periods or customs processing may occasionally affect these estimates. You will receive tracking information once your order leaves our warehouse.

Curbside Drop-Off (default)
The carrier will unload your items to the ground level at the kerb or loading area in front of your building within a scheduled four-hour window. We recommend having assistance available for moving items indoors.

Delivery process:

• Select your preferred delivery option at checkout.
• You will receive a tracking notification once your order is dispatched.
• Our delivery partner will contact you to arrange a delivery date and four-hour time slot.

Please inspect all items and packaging upon arrival. If anything appears damaged, do not begin assembly — retain all packaging and contact us immediately.

For full details, see our Shipping Policy.

Not necessarily. Large furniture sets are often divided into multiple independent packages (typically 2–4 boxes) to prevent transit damage. It is common for couriers to deliver these packages 1–2 days apart. Please wait for all packages before raising any missing-items query.

We cover the majority of continental EU countries. Addresses classified as remote areas (e.g., Corsica, the Canary Islands, Scottish Highlands, or other non-mainland postcodes) may incur a shipping surcharge. If your address is in a restricted zone, our team will contact you to discuss available options before dispatch.

Please inspect your goods immediately upon delivery. Any transit damage or missing components must be reported to Support@kaguyasu.eu within 7 calendar days of receipt, along with clear photographs of the outer packaging and the damaged parts. Claims submitted after this window may not be accepted.

We accept returns within 30 days of receipt. Items must be returned in their original, unused, and resaleable condition with all original packaging intact.

Please note: return shipping costs for large furniture items are the responsibility of the customer and can be substantial. We recommend obtaining a quote from your chosen courier before initiating a return.

For detailed instructions, please contact our support team or refer to our Return & Refund Policy.

Bespoke items manufactured to your specific dimensions, finishes, or configurations are non-returnable, unless they arrive defective or damaged. If this is the case, please report the issue within 7 days of delivery with photographic evidence.

Yes. Our furniture is manufactured using high-quality boards that meet E1 or E0 formaldehyde emission standards, in line with EU indoor air quality guidelines. We are committed to providing products that are safe for office environments and aligned with our Green Promise.

All items are shipped with a visual step-by-step assembly guide. If your manual is missing or unclear, please contact us at Support@kaguyasu.eu with your order number and we will send a digital PDF or video guide promptly.

Yes. Beyond supplying furniture, our team can assist with workspace planning — including furniture arrangement recommendations for offices, meeting rooms, collaboration areas, and staff relaxation zones. Contact us to discuss your project requirements.