Customer Service

Shipping & Delivery

Shipping Methods

We are pleased to offer FREE ground shipping on ALL pillows and throw orders for retail customers within the continental U.S.!  For other accessories, and for trade customers, you may select ground or expedited shipping at checkout and the shipping charges will be calculated for you.  When you order a combination of items, we may ship pillows separately from throws and accessories in order to have each item arrive as quickly as possible.  We will send an email once your order ships.

Expedited Shipping

Expedited shipping is available at an additional charge.  Choose your preferred shipping method during checkout and the shipping and handling costs will be calculated based on the shipping method you select.

Delivery Time

Even though our products are made to order, we pride ourselves in delivering them to you in a much quicker timeframe than most custom orders.  Our pillows and throws require approximately 2 weeks to produce and be ready to ship.  Other accessories require approximately 4-5 weeks to produce and be ready to ship.  When ordering different types of products, we may ship your items separately to have them each arrive as soon as possible.  Once your items are ready to ship, ground shipping transport time is estimated between 1-5 days within the Continental U.S.  If you choose to pay for expedited shipping, the transit time will be reduced based on the method you choose.

International Shipping

We are happy to serve shoppers from all over the world.  Shipping pricing will vary based on your shipping destination.  Duties and taxes are the responsibility of the buyer.  Select the appropriate shipping method during checkout and the shipping and handling costs will be calculated for you. 

Ordering (Sizing, Care, etc)

Placing an Order

You will be charged the full cost of merchandise and any additional shipping and handling (there is no charge for our complimentary ground shipping on pillows and throws within the continental U.S.) when you place your order.  A confirmation email will be sent to you and your order will be placed into production immediately.

Pillow Sizing

Some pillow styles may be offered in one size only, due to fabric pattern repeat.  When multiple sizes are offered, you may select your size preference from the drop down box.  All of our pillows are generously sized and generously stuffed for a luxurious look and feel.  There is also the option to view a size chart to see the comparison of pillow sizes.  If you don't see the size you are interested in please contact us to discuss possible custom options.  

Pillow Finish

Our pillows are finished with a knife edge finish for a chic look.  If you prefer piping it can be added to many of our pillow styles upon request for a nominal additional charge.  

Accessory Sizing

Our trays are available in two sizes: 16" square and 22" square.  Our throws are each offered in one size particular to that throw.  The specifications next to each product will highlight the details of that particular product and, if multiple sizes are available, they will be listed in the size drop down list.    

Customer Orders

We are happy to take requests for custom orders.  If you do not see the size or combination that you would like, please contact us at sales@janetkain.com.  

Hypoallergenic Inserts

We will be happy to fill your pillow with our hypoallergenic luxurious down substitute insert.  Please email us with your order number and request at sales@janetkain.com.

Fabric Swatches

Fabric swatches may be available for a nominal fee to cover the cost of the swatch and shipping. If they are available for a particular pillow fabric, "swatch" will be listed as an option in the drop down list for size.  If "swatch" does not appear as a size option then swatches are not available for that particular fabric.

Limited Quantities

In order to keep our pillows fresh and unique, many of our patterns have limited quantities.  If you see something you like that is no longer in stock, please contact us at sales@janetkain.com and we will be happy to help you find other similar patterns.

Monogramming

Many of our throws may be monogrammed for an additional charge.  Please contact us at sales@janetkain.com if you are interested in adding monogramming to your purchase.

Viewing Your Orders

Please login to view your previous orders.  If you haven't yet created your account, you may easily do so by clicking "Login" in the upper left corner and then "Create an Account".  You will then be able to not only view previous orders but also move through the checkout process faster, save "favorites" on a wish list for easy shopping and more.

Care Instructions

Pillows

For your Janet Kain pillows to look their best please fluff them when you remove them from the packaging.  This will ensure the pillows have the generously stuffed look that helps make them so special!

Our pillow covers are Dry Clean Only.

Indoor/Outdoor Pillows

If you intend to use our indoor/outdoor pillows for outdoor use, please contact us to request our luxurious down substitute insert.  Please email us with your order number and request at sales@janetkain.com.  We also recommend that you store your pillows indoors when not in use.

Alpaca and Cashmere Throws

Our Alpaca and Cashmere throws are all Dry Clean Only.

Cotton Throws

Our cotton throws may be machine washed in cold water and delicate dry cycle.

Trays

Our leather trays can be wiped clean with a damp cloth.  Avoid placing hot surfaces on the leather.

Inserts

If necessary you can fluff your pillows in order to get the fullness back into them after use.  Over time, if you would like to replace the inserts in your pillows to get them back to the original fullness, contact us and you can purchase new inserts from us without having to replace your pillows covers. 

Custom Orders

Custom Orders

We are happy to take requests for custom orders.  If you do not see the size or combination that you want, please contact us at sales@janetkain.com and we will do our best to accommodate you.

Piping

If you prefer piping instead of the knife edge finish, piping can be added to many of our pillows for a nominal additional charge upon request.   

Fabric Swatches

Availability

Fabric swatches are available for many of our pillow fabrics.  If they are available for a particular pillow then "swatch" will be listed as an option in the drop down list for size.  If "swatch" does not appear as a size option then swatches are not available for that particular fabric.

Price

There is a nominal fee to cover the cost of each swatch and shipping.  The price will be shown once you select "swatch" as the size.

Size

Swatch sizes are approximately 4" x 4" but size may vary by fabric.

Return & Exchange Policies

Returns/Exchanges

We want you to be completely satisfied with your Janet Kain for the Home purchase.  We will accept returns or exchanges requested within seven (7) business days of receipt (with the exception of monogrammed items, leather trays and custom orders which are all final sale).  If you are doing a return and not an exchange, a 15% restocking fee will be deducted from the return amount.  Returns and exchanges must be authorized in advance. Please call customer service at 800-791-6770 for pre-approval on all exchanges and returns.  Any items received without authorization will not be accepted.  You are responsible for the shipping cost back to us for the returned item.  We suggest all returns are sent with tracking, as we cannot be responsible for returns that we do not receive.  For your convenience, many of our pillows have swatches available which you may order in advance to be sure of color and pattern.  Return/exchanged merchandise must be in original condition, unused, unwashed and not damaged.  Damage that is apparent upon delivery must be noted on the freight carrier receipt.  ALL DAMAGE CLAIMS MUST BE REPORTED AT ONCE.  Keep all packaging materials to file a claim.  Any manufacturing defects also need to be reported immediately.  Please note: all printed textiles have irregularities in the printing; these are not considered defects, but are the nature of the product.  We cannot accept returns or exchanges of merchandise that is not purchased directly from the Janet Kain for the Home website.  

  

Payment Methods

Payment Methods

For your convenience, we accept Master Card, Visa and American Express.  Please contact us if you are a wholesale account and are interested in paying by check.

Account Information

Advantages of Account Registration

By creating an account with us, you will be able to move through the checkout process faster, save "favorites" on a wish list for easy shopping, view and track your previous orders and more.

How to Register

Click "Login" in the upper left corner of our site and enter your name, email address and a password.  That's all we need for you to enjoy the benefits of account registration!

Account Login

Once you are registered, each time you visit us remember to click "Login" in the upper left corner so that while you are shopping you may enjoy the benefits of your account.

Trade Registration

Advantages of Trade Registration

Register for a trade account with us to take advantage of discounted pricing, printing product tear sheets, creating an on-line portfolio with an unlimited number of your favorite Janet Kain products and much more!  Click on trade registration in the upper left corner to register.

Requirements for Trade Registration

We offer trade accounts to designers, architects and retail stores/wholesalers.  We require a resale certificate and business card to confirm your trade account status.  We may require additional documentation if necessary.  After registering for a trade account on the trade registration page, please email a scanned copy of your Resale Certificate and business card to sales@janetkain.com.  Call us with any questions at (800) 791-6770.

Privacy & Security

Privacy

We recognize the sensitive nature of your personal and business information.  For your protection all information is kept strictly confidential.  We do not sell our customer's information or use it for any other purposes.

Security

Our payment gateway is committed to safeguarding customer information and combating fraud.  They utilize industry-leading technologies and protocols, such as 128-bit SSL (Secure Sockets Layer) and PCI-DSS compliance.

Contact Us

Contact Janet Kain for the Home

We would love to hear from you!  We'll do our best to promptly respond to all inquiries.  We also love to hear your comments about our products and our website.  Feel free to email us with your thoughts and feedback as well!

Email

sales@janetkain.com - for sales and customers service support, including trade account support
help@janetkain.com - for help with website or technical questions or issues

Phone

Toll Free - (800) 791-6770
Local - (518) 320-7876 

Frequently Asked Questions

Do you take customer orders?

We are happy to create custom orders of our pillows and accessories.  If you don't see the size or combination that you are looking for, contact us at sales@janetkain.com and we will assist you with a custom order. 

Do you offer hypoallergenic pillows?

Absolutely!  We have a luxurious down substitute hypoallergenic insert that we can offer you upon request.  Please email us with your order number and request for a hypoallergenic insert at sales@janetkain.com.

How can I find out when you have new pillow fabrics and accessories available?

Sign up for our new product emails and you will be the first to know when we add new pillow fabrics and exciting new accessories to our site!  We will also send you occasional special offers and promotions.  You can sign up at the bottom of our home page and other places on our site.

Can you help me choose pillows and accessories that go well with my room decor and go well with each other?

Absolutely!  We would be happy to help you pick the perfect decorative pillows and accessories to fit with your existing decor.  Email us photos of the room and your furniture and we would be delighted to use our design expertise to help you find the perfect home accessories to complete any room.  In addition, when you click on a pillow or accesory on our site, you will see a list of complementary products that go well with that item to help you choose as well.