Refund policy

SHIPPING

Shipping times will vary depending on your proximity to our location. We estimate, but cannot guarantee, 5 - 7 business days for domestic deliveries. International shipping may take longer.

If a package cannot be delivered due to an error entering your shipping address, we are not responsible for any additional fees that may incur in order to reroute or reship your package.

https://wilon.shop is not responsible for any package lost, damaged in transit, or stolen.

If you have any questions or concerns about your order reach out to us at [email protected]

ORDER TRACKING

Once your item has been shipped you will receive an email with your tracking number. Please note that it could take up to 24 hours from the time your order leaves the warehouse to the time the information is available on FED EX or another carrier’s website.

WHITE GLOVE DELIVERY

White Glove Delivery service is often preferred by our Trade Partners and includes items delivered to your home by appointment to your room of choice (including one flight of stairs). Items are unpacked, placed in the area you would like, and lightly assembled. Packaging debris is then removed from your home. The white glove delivery fee is determined by your proximity to our shipping hubs and will be confirmed with the customer prior to charging.

When your item is available for delivery, an agent will contact you to schedule an appointment with a four-hour delivery window. Most carriers schedule deliveries Monday through Friday between the hours of 9-5. Rural deliveries may have limited routes and delivery times may take longer than usual.

To prepare for your delivery, you will need to be present for the delivery window and provide a signature at the time of delivery. Please ensure there is a clear pathway to enter your home so that the delivery team can carefully move the furniture to the room of your choice. Our delivery team is not able to move any existing furniture in your home.

MISSING, STOLEN OR DAMAGED SHIPMENTS:

On rare occasions, you may encounter transit damages to merchandise or defects in manufacturing. Please ensure that you inspect your items thoroughly upon delivery. All items being shipped to a receiving warehouse must be inspected upon delivery and provide a signature upon receipt. Should your shipment incur any damages or defects, please contact our customer service team for assistance within 48 hours of delivery at [email protected] . Submissions after 48 hours are subject to review. A bill of lading must be signed and serves as confirmation that the order has been inspected and approved. Any damage discovered must be noted on the bill of lading. All damages must be reported within 48 hours of delivery.

RETURNS & REFUNDS

Returns are accepted within 7 days of receiving your purchase and for exchange only. Our antique and vintage throws and the pillows made from them are one-of-a-kind and sold “as is”. Their unique characteristics, -wear on the finish, minimal tears, exposed stitching and patches- are products of time and are what make them authentic and beautiful. Our team works hard to offer the most select pieces and wants you to love your choices. Please read product descriptions carefully and feel free to ask any questions before purchasing! Shipping the item back is the responsibility of the buyer. https://wilon.shop will pay for shipping of the exchange.

How to return your item(s) for exchange.

Pack your items securely and mail to. Please alert [email protected] of the tracking number and return.

Send the package within 7 days of receipt and we’ll happily issue your exchange once we approve the return.

Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval and of the exchange. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
There are certain situations where only a partial refund/exchange would be granted.

1) Any item not in the condition it was received (photographed), or damaged.

2) Any item returned more than one week after delivery.

Return Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

IMPORTANT NOTES ON ONE-OF-A-KIND PRODUCTS

For most of our products, we use one-of-a-kind textiles. These pieces are not eligible for returns. On occasion if a customer would like to exchange the product, that exchange needs to be approved by https://wilon.shop before returning the item. The customer is responsible for the return shipping to https://wilon.shop and another $75 shipping charge would be applied to the exchange product.

While we have excellent inspections before shipping and packaging to ensure safe receipt, something could get damaged at the hands of a delivery carrier in transit. If for any reason your custom piece does not arrive with the specifications that you ordered, https://wilon.shop reserves the right to have the item first serviced/repaired by a technician. If we can’t arrive at a solution with a technician, we will handle the return and reship the corrected item at no additional charge to you. You should contact us immediately (within 2-3 days of receipt of the item) if this occurs so that we can get the technician scheduled.

Pictures are shown for illustration purposes and we photograph with natural lighting and with limited editing to reflect true condition and tones. Our vintage textiles receive a multi-step spot cleaning, shampoo and softening process. See our Care section. We embrace the small imperfections, textures and some uneven tones created over time and in our dyeing processes. Actual product may vary slightly to photos shown on the website.

DESIGN YOUR OWN / MADE-TO-ORDER PRODUCTS

We do not refund or exchange custom (design your own) orders.

Custom orders require purchase of the quilt(s) in addition to the cost of the piece.

We are happy to help you find a quilt for your project from what is on the website or in our inventory. We will also participate with you in patterning your quilt for the style and get a sign off / approval before moving forward with the order. You can look for good quilt candidates for furniture on our website. They are noted as “Furniture Friendly” in the product description.

While we have excellent inspections before shipping and packaging to ensure safe receipt, something could get damaged at the hands of a delivery carrier in transit. If your custom piece arrived damaged or does not arrive with the specifications that you ordered, https://wilon.shop reserves the right to have the item first serviced/repaired by a technician as a first option. If we can’t arrive at a solution with a technician, we will handle the return and reship the corrected item at no additional charge to you. You should contact us immediately (within 2-3 days of receipt of the item) if this occurs so that we can get the technician scheduled.

https://wilon.shop stocks most inventory parts, which allows us to fill orders in a consistent and timely manner. We make every effort to ship orders complete and to communicate well if there are any hold-ups.

https://wilon.shop ships products in a timely manner, but we reserve the right to backorder or cancel orders at any time for any reason. You will be notified via email if part of your order is backordered.