Contact information

The most reliable way to reach us is email. We answer within one business day, and usually the same working day. There is one channel, and it is the one we actually monitor.

Before you write

Most questions fall into three groups, and all three are probably already answered:

• Will it fit? Check the measurement guide, then each product page’s specifications. They are the published manufacturer figures for the exact model.
• When will it arrive? The shipping page covers the full timeline, including what happens between your order and dispatch.
• Can I send it back? The returns page covers the 30-day window, what counts as unused, and who pays the return postage.

If your question is about which piece suits a particular space, the how to choose page is usually faster to read than a reply, because it covers the constraints that cause most sizing mistakes.

A note on phone numbers

We do not publish a phone number, and that is a deliberate choice rather than an oversight. A number that rings to nothing is worse for you than no number at all, and a number staffed by someone who cannot actually help is worse still.

Email reaches the person who can answer the question, which for a seven-piece catalogue is a very short chain. If we ever are large enough to need a phone team, we will put the number on this page.

Business address

IKIMSOFT
Hay RJA Fellah, Bloc B, Rue 02, No. 52
Guelmim 81000
Morocco

This is our registered business address and where our business is operated from. It is also on our about page alongside the detail that our stock is held in fulfilment warehouses inside the United States — because both are true and you should have both.

Returns do not go to the address above. For bulky items we send you the regional returns address when you open a return, so that nothing crosses an ocean in either direction. See the returns page.

Contact form

The form below reaches the same inbox as a direct email. If you are sending photos of a space to ask about fit, or a photo of damage, the form is the better route because it keeps the image attached to your order details.

Please include your order number if you have one. It turns a question we would otherwise spend a day tracing into a two-minute answer.

We answer within one business day. If a message arrives outside working hours, it will be picked up on the next working day rather than sitting unread.

What to expect when you hear back

So you know what you are getting: a reply from a person who has looked at your order, not a template. If your question is about fit, we may ask for a measurement or a photograph of the space, because a guess helps less than one specific number.

If a question needs something we have to check with a supplier or a warehouse, we will tell you that it needs checking and come back to you, rather than answering immediately and vaguely. That is slower and more honest.

If the answer is that we do not know yet, we will say that too, and say when we expect to know.

Urgent issues with an order in flight

If your parcel is already on its way, email us as soon as you notice a problem rather than waiting to see whether it resolves itself. Carrier scans sometimes take a working day to appear after dispatch, so an unchanged tracking page for 24 hours is normal — but a parcel that has stalled longer than that, or that arrived damaged, is worth telling us about immediately. The more days have passed, the harder a warehouse or carrier can trace it.

For anything already delivered, the returns page explains the process, including who pays return postage for bulky items. Please do not send anything back before you have heard from us — a return we are expecting is far easier to match to your order than one that arrives unannounced.

What we cannot help with

Two things, so the answer is not a surprise later. We cannot give advice on your building's load limits or its rules about what may be placed on a balcony — that is a question for your building manager, and we would rather redirect you than guess on something structural. We are also not able to arrange installation or assembly; these pieces are delivered as they come from the manufacturer.

For anything else, the form above or a direct email to the address there will reach us.