SHIPPING & RETURNS
All orders are processed and shipped within 1-3 business days from your order date. We ship Monday–Friday. Shipping days do not include the weekend unless previous arrangements have been made. If you have an urgent order, please contact us to ensure your order ships the same day. NOTE: Our package pickup is daily at 2pm Eastern Time.
For tracking purposes and insurance, we do not recommend USPS shipping. If you select USPS shipping at checkout, you assume responsibility for your shipment. We are not responsible for lost packages that are registered as "delivered." If you are concerned your package may get taken after delivery, we suggest FedEx shipping, and please add to the notes at checkout to "require a signature" for delivery.
Over-sized items such as art, ceramics, antiques, and bulk orders may ship USPS shipping, regardless of your shipping selection, due to size requirements for our FedEx shipping and additional fees for over-sized shipments. We will assume insurance on theses items to ensure they arrive safe. If there is a time urgency, please contact us for information on additional fees to ship FedEx.
All orders receive a email notice of shipping status and delivery confirmation. Please track your orders. If you have not received your shipment and your notice says "delivered" contact us immediately to trouble shoot the issue. If we are notified more than 4 days past a said delivery date, we are not responsible for missing packages. If you are concerned about stolen packages, please add "signature required" to the notes at check-out.
Please be advised that all international orders are shipped via DHL or FedEx International Priority unless requested otherwise. NOTE: taxes and customs fees may be applied at the delivery time; the buyer is responsible for these charges. You will be contacted for additional shipping costs on bulk orders.
We take the utmost pride in each product sold by Silk & Willow. If you are not satisfied for any reason, we are happy to accept your unused return within 10 days of purchase. Please contact us for a return shipping address. Once the product is received in its original condition, store credit will be issued for the amount of the purchased product. Items returned that are used or not in their original condition will be subject to a re-stocking fee. Please use trackable shipping with your return.
If there is an error in your shipment, please contact us right away, and we will resolve the error promptly.
Custom orders are customized to meet the specific needs of each client. Custom orders are non-returnable.
We reserve the right to cancel and refund orders we suspect are fraudulent.