One Kings Lane Customer Care: A Practical, Expert Guide

Fastest Ways to Reach One Kings Lane

The official support channel is through the One Kings Lane website. Go to onekingslane.com and navigate to Help or Contact Us (usually found in the footer). From there you can submit a request tied to a specific order, start a chat if available, or browse current policies. Using the site while signed in ensures your order history and shipping details auto-populate, which speeds up resolution.

As of 2025, One Kings Lane primarily handles customer care online; the company does not publicly list a general inbound phone number for order support. When a live call is needed (for example, to coordinate freight delivery or resolve a complex return), agents typically offer to schedule a call or the carrier will phone you directly. Keep all communication inside your account when possible; it creates a verifiable trail tied to your order ID.

For time-sensitive post-checkout changes (address correction, item cancellation), act quickly. Many orders enter processing within minutes, and warehouse cutoffs can be as early as 9:00–11:00 a.m. local warehouse time. If a change is critical, submit the request immediately via the Contact form and, if chat is available, use it concurrently so the same ticket is flagged in real time.

What to Include in Your Message

Providing complete, precise information in your first message materially reduces back-and-forth and can cut resolution time from days to hours. Reference the exact order ID as it appears in your order confirmation, and identify the specific line item(s) involved—especially if your order contains multiple SKUs or split shipments.

• Your order ID and the item name/SKU as shown on your confirmation email or Orders page.
• Photos for damage/defect claims: at least 3 images (one wide shot of the entire item, one close-up of the issue, and one photo of the packaging/shipping label). Aim for JPG/PNG under 10 MB per image.
• Delivery details: confirm the delivery date, carrier (e.g., UPS, FedEx, or a white-glove freight provider), and tracking number(s) if available.
• Resolution requested: replacement, parts, repair credit, or return/refund. If you have a deadline (e.g., staging by a certain date), include the exact date.
• For address fixes: provide the full corrected address including apartment/suite, building entry instructions, and a daytime phone for carrier scheduling.

Do not include full payment card numbers or sensitive personal data in your message. If a proof of identity is ever needed for fraud prevention, send only what the agent requests, and redact extraneous details. Keep your attachments focused on the issue and label files clearly (for example: “Sofa_leg_damage_1.jpg,” “Box_label.jpg”) so an agent can triage quickly.

Response Times, Shipping, and Refunds: What to Expect

For most ecommerce home-furnishings cases, a first reply typically arrives within one business day; complex cases (e.g., coordinating parts from a vendor) may take 2–3 business days. In-stock items often ship in 1–3 business days, while made-to-order or custom upholstery can range from 2–10 weeks depending on vendor lead times and fabric availability. Freight or white-glove deliveries require carrier scheduling and can add 5–14 days after the item leaves the warehouse, depending on your distance from a hub.

Refunds generally post to your original payment method 5–10 business days after a return is scanned at the return center or after a resolution is recorded (for example, a no-return refund on a damaged item). If you paid with multiple tenders (e.g., a gift card plus a credit card), expect the refund to be split back to each tender proportionally. Bank posting times vary; some institutions take up to one full billing cycle.

• Order changes/cancellations: submit within minutes to hours; after fulfillment, carriers must be engaged for reroute/return-to-sender.
• Transit estimates: small parcel 2–7 business days; freight line-haul 3–10 business days plus delivery appointment.
• Refund window: warehouse scan to credit typically 5–10 business days; store credit (if applicable) can be instant to 24 hours.

Returns and Damage Claims for Standard and Freight Deliveries

Always review the product page and your confirmation email for return eligibility before ordering; custom, final sale, monogrammed, and certain oversized items are commonly non-returnable. For eligible returns, request authorization through your account; don’t ship to any corporate or showroom address. The return center address is encoded on your prepaid label and can vary by item or carrier, so using the issued label is essential for timely crediting.

For freight and white-glove deliveries, inspect the item while the delivery team is present. If you see carton damage or a visible defect, note it on the delivery paperwork (bill of lading) before signing and take photos of the packaging and the issue. If concealed damage appears after unboxing, report it promptly—ideally within 24–48 hours—with photos and your order details. Clear documentation at first contact improves the odds of a same-item replacement or a repair part rather than a full return.

If a part is missing (hardware, legs, shelves), list precisely what is absent and include a photo of the assembly instructions highlighting the missing component. For lighting, rugs, and upholstered goods, keep original packaging until your case is resolved; reboxing is often required for carrier pickup, and carriers may decline pickup if the item is not safely packaged.

Billing, Promotions, and Price Adjustments

Most orders place an authorization at checkout and capture funds upon shipment. If your order ships in multiple boxes or on different dates, you may see several partial captures that together equal your total. Sales tax is calculated at checkout based on your delivery address; if you change the address post-purchase, the tax total can adjust accordingly when the order reprocesses.

Promotions on One Kings Lane are frequently time-bound or inventory-limited. Historically, flash-style discounts don’t guarantee post-purchase adjustments if a price drops later. If you believe a price-protection policy applies to your order, reference the exact promo code, discount percent, and the timestamp (including time zone) of the advertised price when you contact support. Screenshots with visible date/time can help an agent verify eligibility.

Escalation and Consumer Protections

If you have not received a reply within two business days, reply to the same thread to bump the ticket and include “Follow-up” in the subject. If the issue is delivery-related (lost, late, damaged), also provide the tracking number and any carrier case ID so support can liaise directly with the carrier. For urgent freight issues, ask the carrier dispatcher for their local terminal number and appointment window to keep all parties aligned.

For unresolved billing disputes on credit cards, U.S. consumers are protected by the Fair Credit Billing Act (FCBA). You must notify your card issuer of a billing error within 60 days of the statement date on which the error appeared. Card-network chargeback filing windows often run 60–120 days from the transaction date depending on Visa, Mastercard, or American Express rules. Keep copies of order confirmations, delivery proofs, photos, and all correspondence; detailed documentation materially improves outcomes.

If your case involves a safety concern (for example, an electrical short in a lamp), discontinue use immediately and document the issue. Include the product’s rating label photo and any UL/ETL markings in your message to support; such cases are triaged with urgency and may involve the vendor’s quality team for remediation or recall checks.

Company Background in Brief

One Kings Lane was founded in 2009 and became known for curated, limited-time home decor and furniture sales. In 2016, the company was acquired by Bed Bath & Beyond, and in 2020 it was sold to CSC Generation. These shifts marked a gradual evolution from flash sales toward a more conventional furniture and decor assortment with ongoing availability, which in turn affects customer-care workflows—especially lead times, white-glove delivery coordination, and vendor-managed parts.

Understanding that One Kings Lane partners with multiple vendors and carriers explains why customer care often coordinates across several systems on your behalf. Clear order identifiers, strong photo evidence for claims, and fast reporting within 24–48 hours after delivery help the team resolve issues efficiently, whether that’s a replacement, repair part, or refund to your original form of payment.

What is the return policy for One Kings Lane?

We accept returns on most product within 30 days of delivery. Please note items that are marked “final sale,” “clearance,” “as is” or “made-to-order” are not returnable. All items that are not eligible for return will be marked as such on the product’s description page under the shipping and return column.

What is the phone number for One Kings Lane trade?

at (332) 333–0278 or email us at [email protected].

How do I email One Kings Lane customer service?

Your Comments and Concerns
All other feedback, comments, requests for technical support and other communications relating to the Website should be directed to: [email protected].

What happened to One Kings Lane furniture?

In 2016, One Kings Lane was acquired by Bed Bath & Beyond for approximately $12 million. Under its new parent, the company opened its first retail store, in Southampton, New York, in 2017. Two other retail locations followed: a flagship store in SoHo, Manhattan (2018), and another in Boston (2019).