Returns, Exchanges and Other Store Policies
Returns and Exchanges
We are here to help you feel confident about your purchase in any way we can. All of our pillows are custom made. Please don't hesitate to reach out to us with any questions or concerns.
- Unsure about size? See our size guides, or email us for a personalized recommendation.
- Unsure of whether the color or texture of a pillow will work in your space? Request a swatch of the fabric.
- Unsure about how the pillow(s) will look in your space? Request a complimentary digital mock-up.
Pillow covers may be returned for store credit or exchanged for another item, within 10 days of delivery of shipment. Since all our pillows are custom made-to-order, returns for refund are not accepted. Keep in mind that we are not a big box store with items that are mass produced in a factory. We individually cut and sew each pillow in our studio. When you order a custom pillow, supplies and resources are used to make it specifically for you.
Inserts are final sale and are not returnable, as noted on the product page.
You must notify us before attempting a return in order to get authorization and the proper return address. Pillow covers must be in their original unused condition (this means no pet hairs, etc.) and sent back with the original packaging. Shipping costs are non-refundable and all costs for return shipment are the responsibility of the customer. When returning a pillow cover back to us, please make sure to choose a reliable shipping carrier that offers tracking and delivery confirmation.
Pillow Cover Cancellations
Pillow cover cancellations can be made within 12 hours after placing the order without incurring a cancellation fee. Cancellations made between 13 and 48 hours after placing the order will incur a cancellation fee of 10% the product total. The fee is in place because all our pillows are custom cut and made for each customer. If you cancel, we may likely have already used our supplies and resources to start work on your specific pillow(s). No cancellations can be made after 48 hours or once the order has shipped, whichever is sooner.
Insert cancellations can be made within 12 hours after placing the order. No cancellations can be made after 12 hours.
If an item arrives and is damaged, please contact us immediately so we can work with you to repair or replace the item. No claims can be made after 72 hours of package arrival.
It is important to keep in mind that some fabrics have certain natural characteristics and "flaws" that should not be considered as defects. Linen fabrics may have occasional barres, loops and slubs, which are due to the nature of linen fibers and the rustic surroundings of the weaving process. Printed fabrics may show insignificant misprints and random flecks. Hand-woven and hand-dyed textiles may have irregularities inherent to the techniques used in its making and the natural fibers.
Repairs are offered on pillow covers that suffer from manufacture defects within 12 months of purchase, free of charge. Repairs due to customer wear or damage are charged a repair fee plus shipping (exact amount will vary depending on damage).
We reserve the right to update this return policy at any time.