FAQ

Frequently Asked Questions

If you have a question about an existing order, please email or call us at (360) 379-4714, 9am – 5pm Pacific Standard Time, Monday through Friday.

Ordering

How do I place an order?

Orders can be placed online, by phone at (360) 379-4717,or by downloading an order form and sending it via:

For questions about new or existing orders, please email or call Kata Golda at (360) 379-4714. Wholesale prices are available to approved clients by request.

How do I know my order has been received?

You will receive a confirmation email, with an estimated ship date, within one day of placing your order.

I've made an error in my order. Can I change it?

If you have made an error in your order, please email or call Kata Golda at (360) 379-4714. Most errors can be fixed without a surcharge if you notify us within 24 hours of placing your order. After that, all orders are handled on a case-by-case basis and may incur a surcharge fee if we have already begun processing your order.

    What is your turn-around time?

    Orders are confirmed by email within one business day. Allow three weeks for custom orders. Wholesale customers should specify a preferred ship date and will receive an actual ship date with order confirmation.

    How can I get my item more quickly?

    A rush fee of $25/item (plus cost of expedited shipping) ensures a 7-day turn-around for pre-authorized orders.

    Do you offer personalization?

    Yes, but not on all items. Many items are marked with the option to add a personalized, hand-stitched message for an additional fee. When ordering, please specify exactly how the personalization should appear (example: Lola, LOLA, lola).

    Do you accept requests for special orders and custom work?

    Yes, Kata Golda welcomes special requests and custom orders, from one-of-a-kind items to coordinated collections. Examples include but are not limited to:

    • customization of an existing product’s color palette
    • customization of existing products (eg: fish instead of dog)
    • custom decorations, table settings, and keepsakes for special events
    • custom items for corporate gifts

    What is your deadline for placing holiday orders?

    In order to ensure that your item is in stock and delivered in time for the holidays, please place your orders by the following dates:

    • Hanukkah: 3 weeks prior to date needed
    • Christmas: December 1

    Kata Golda understands that there are often last minute needs during the holiday season, and we’ll do our best to accommodate them. Please understand that a rush fee of $25/item, plus the cost of expedited shipping, may apply.

    Do you offer gift certificates?

    Please email or call Kata Golda at (360) 379-4714 to make arrangements.

    Do you offer gift wrapping?

    Gift wrapping is free upon request and includes a personalized card; specify to/from when ordering and the brief message you’d like to include.

    How do I get a print brochure?

    A brochure is included free with every order. Customers in the US can request a catalog by email or by phone at (360) 379-4714. A digital version of the catalog is also available by request. If you are a wholesale customer, we will be happy to send you a brochure and line sheets at no cost where ever you might be. To receive a wholesale price list, you please provide your business name, contact information, and tax identity number when you contact Kata Golda.

     

    Billing

    What form of payment do you accept?

    Kata Golda accepts Paypal, Visa, MasterCard, and American Express.

    Do you charge sales tax?

    Sales tax is only charged for items shipping to Washington state.

    What are the terms and conditions?

    Orders must be prepaid (Paypal, Visa, MasterCard, and American Express accepted). See below for Wholesale Terms and Conditions.

     

    Shipping

    What shipping method do you use?

    Within the continental U.S.: Orders are shipped UPS Ground and USPS for P.O. boxes, are fully insured, and boxed together (if possible) to save resources. A tracking number will be emailed to you. Rates are based on standard UPS ground charges.

    Alaska and Hawaii: Shipping costs are determined by weight, size, destination, and the shipping method you choose when you place your order. Our primary method of shipping is UPS ground, with all items fully insured, but shipping via USPS is often the less expensive option for items going to Alaska and Hawaii. If you have any questions, please email or call us at (360) 379-4714.

    International: USPS is used for small overseas orders; shipping costs vary and will be confirmed via email. A shipping company will be arranged for large overseas orders.

    Do you ship to P.O. boxes?

    1. Yes, we will ship via USPS if you provide a PO Box as your shipping address.

    Do you ship internationally?

    1. email or call us at (360) 379-4714 to make special arrangements.

    How long will it take to receive my purchase?

    We usually ship orders within 7 business day. Actual shipping time depends on the destination and the method you chose when you place your order. Please allow extra time during the holiday season. A rush fee of $25/item (plus cost of expedited shipping) ensures a 7-day turn-around for pre-authorized orders. If you don't receive your item within 10 days of shipping, please email or contact us at (360) 379-4714.

    If you need an item quickly what do I do?

    We do our best to accommodate rush orders and handle them on a case-by-case basis. There may be a $25.00 rush fee for such requests, as well as additional shipping charges if we need to use an expedited shipping service to deliver your order on time. Please email or call (360) 379-4714 to make arrangements.

    How do you calculate shipping costs?

    Shipping costs are determined by item cost and the shipping method you choose when you place your order. Our primary methods of shipping are UPS ground and USPS priority mail, with all items fully insured.

    Items shipping to Alaska, Hawaii, and international destinations will most likely be shipped via USPS , as it is often the less expensive and preferred option for customers. If you have any questions, please email or call us at (360) 379-4714.

    What if an item was damaged during shipping?

    If your order arrives damaged, email or call (360) 379-4714 and report the damage to Kata Golda within 7 days of receiving your order. Kata Golda will then file a claim.

     

    Policies

    Do you accept returns and/or exchanges?

    No, all sales are final. The only time Kata Golda is able to accommodate a return or exchange is if we have made a mistake with your order, or if the item is defective. Please email or call us at (360) 379-4714 to make arrangements.

    What is your privacy & security policy?

    Your information will be kept confidential and as secure as possible. Kata Golda will not rent/sell/share your personal information with any outside company or third party.

    Your orders are processed securely by our shopping cart system. All transactions are encrypted and checked for authenticity throughout the checkout process using appropriate privacy and security safeguards such as Secure Socket Layer (SSL) technology.

     

    Care of Your Item

    How do I care for my Kata Golda item?

    Your Kata Golda wool felt items are best stored out of direct sunlight, to prevent fading and aging.

    Items made with hand-dyed wool felt can be delicate. If they become soiled, gently spot wash with cold water by hand. Detergents can cause the wool to fade, so use caution and test in an inconspicuous area first. Do not place items in the dryer; they will shrink.

    Delicate wash and line dry your Kata Golda organic cotton/hemp and linen items.

    Kata Golda accepts no responsibility for how items react when laundered; please do so with care and at your own risk.

     

    Press Coverage

    How can I feature Kata Golda in my magazine/catalog/website?

    Kata Golda has been featured in a variety of magazines, gift guides, catalogs, web sites, and online publications, and welcomes all professional requests for information. Please email or call us at (360) 379-4714 to discuss how we can accommodate your request in a timely fashion.

    Can I get a print catalog for reference?

    1. email or by calling us at (360) 379-4714.

     

    Wholesale

    Do you sell wholesale to retail stores?

    1. email or call us at (360) 379-4714 to set up a wholesale account with Kata Golda.
    2. we also have an Etsy Wholesale store under Kata Golda.

    Do you have a mailing list?

    1. email or call (360) 379-4714 if you need to add another person or if your contact information has changed. You can also stay up-to-date with Kata Golda in these ways:

           *     see us on pinterest

           *     sign up for our newsletter (see bottom of this page)

           *     check us out on etsy

           *     follow us on instagram

    • follow along on Twitter
    • become a fan on Facebook
    • read our Blog, updated monthly with blog posts and photos

     

    What are the terms and conditions?

    Wholesale customers should specify a preferred ship date when ordering and will receive an actual ship date with order confirmation. All first orders, including wholesale, must be prepaid (Visa, MasterCard, and American Express accepted). Store stock re-orders are net thirty days with approved credit application but credit card payments is preferred; personalized orders must be prepaid or paid upon receipt. All orders past due 50 days are charged 5% monthly interest.

    How can I request a brochure and wholesale line sheets?

    Wholesale customers can request a brochure and line sheets via email or by calling us at (360) 379-4714. To receive wholesale pricing, you must first set up a wholesale account with Kata Golda.