return, exchange, & cancellation policies
Please carefully read our return policies and product descriptions, and feel free to email us with questions prior to purchasing. We're happy to help!
- willaby is able to cancel an order if we see your cancellation request prior to the order entering the fulfillment queue at our warehouse. Because we focus on shipping orders out as quickly as possible, there is a small window of time during which we're able to cancel. If under these circumstances it happens to be possible to cancel your order, we will do so.
- willaby accepts returned items for refund or store credit that are unused, unworn, unwashed, undamaged, and otherwise in new condition. (See below for items that are eligible for store credit only, and items that are final sale.) Items received as a gift, or purchased with a gift card or store credit, will be granted store credit.
- If you wish to exchange, please instead follow the return procedures outlined on this page and request store credit. Once your return has been processed and you've received your store credit, use it to make a new purchase for your exchange item/s.
- willaby cannot grant returns, nor give replacements or refunds, on items damaged after being handled by recipient, laundered, or otherwise put into use. Items sent back to us in such a state will not be processed for return, replacement, or refund. Please email us at firstname.lastname@example.org if you have questions about damage or wear to your product.
- Gift cards, sample sale items, Bibs pacifiers, ezpz products, and 8' x 10' & 10' x 12' area rugs are FINAL SALE and non-returnable. 5' x 5 1/2', 5' x 6', 5' x 7 1/2', and 5' x 8' area rugs may be returned for store credit only. Custom size rugs are final sale and non-returnable.
- We do not offer price adjustments. Limited-time offers are valid only within the specified offer time frame.
- Returns must initiated within 21 days of purchase. Our return app does not allow returns to be initiated outside of this time frame. Use the link below to initiate your return, obtain a return packing slip, and print out a pre-paid return label.
- Domestic return shipping for refunded orders is $14 and deducted from your refund once your return is processed. It is listed as a "processing fee" on your return report. Domestic return shipping is free when opting for store credit for your return. Exception: Area rugs 5'x 6' and 5' x 8' may be returned for store credit, with a $25 return shipping fee deducted from the store credit amount. If you'd like to perform an international return, instead of using the link below, please email us at email@example.com to initiate the return.
- If you chose store credit for your return, typically we process that credit within 5-7 business days of receiving your return. You will receive your store credit code via email. Store credit never expires and can be spread across multiple orders.
- If you need to return merchandise due to an error on our part, email us at firstname.lastname@example.org, and we will email a pre-paid return label to you.* Once the return is received and processed (within 5-7 business days), we ship the replacement merchandise to you at our expense. We are not able to ship out replacement merchandise until the return merchandise has been received. Please also note that we do not allow customers to keep imperfect goods for a discount or store credit. willaby wants our customers to have the very best quality in-hand, so in the rare case that your item is imperfect, we perform an exchange for a duplicate item.
Ready to start your return? Click here.