FAQS

Spot clean only. Do not dry clean, as we cannot accept responsibility for damage.

Vacuum regularly on low power and avoid the fringe. Blot spills immediately with a clean, un-dyed cloth—do not rub. Avoid dry cleaning or additional treatments. Professional cleaning is recommended. Shedding is normal and will diminish over time. Clip loose yarns rather than pulling, rotate every six months for even wear, and use rug pads and furniture protectors. Store rolled (face out) and wrapped in cloth in a cool, dry place.

In general, pillow covers, pillow inserts, and unopened wallpaper rolls (excluding murals), are eligible for a refund. Contact support@caitlinwilson.com to begin the return process within 14 days of purchase. Return shipping is the customer’s responsibility, and returns must be received within 30 days. Original shipping fees are non-refundable. 

Rug samples may be returned at any time. The customer is responsible for return shipping, and original shipping is not refundable.

Many other items are final sale. Because policies vary, refer to the product page for the most accurate return eligibility. If an item is final sale, it cannot be returned or exchanged.

All eligible lighting must arrive in perfect condition, unused, and in the original packaging within 30 days of purchase. A restocking fee applies, and shipping is the customer’s responsibility.

All wallpaper rolls (excluding wallpaper murals) must be returned in the original packaging.

We do not offer direct exchanges. To receive a different item, place a new order and return your original purchase if eligible.

Orders can only be canceled within 24 hours of purchase. After this, they are processed by our fulfillment team and cannot be modified. If your order ships before a cancellation request, eligible items may still be returned according to our Returns & Exchanges policy.

All sale items are final sale and cannot be returned or exchanged.

To make a return, please contact us at support@caitlinwilson.com or in store within 14 days of your delivery or in store purchase. Returned merchandise must arrive unopened and in good condition. 

Please note a restocking fee of 25% applies to all returned lighting.

Returns after 14 days may be returned for store credit. 

Return shipping fees are the responsibility of the customer and returns must be received or returned to us no longer than 30 days after initial delivery or in store purchase.

We do not offer exchanges at this time, so if you would like to receive an item of an alternative design or size, please place a separate order through our website and return your previously purchased item.

Please take a look at our Return Policy above to find out how to return your item! 

To make a return, please contact us at support@caitlinwilson.com or in store within 14 days of your delivery or in store purchase. Returned merchandise must arrive in good condition. 

Please note a restocking fee of up to 25% applies to all returned bistro chairs, stools and benches.

Returns after 14 days may be returned for store credit. 

Return shipping fees are the responsibility of the customer and returns must be received or returned to us no longer than 30 days after initial delivery or in store purchase.

Rug samples can be returned for a refund, less original shipping. Please include your original packing slip. Please address your return rug sample to:

Caitlin Wilson Design
2923 N Henderson Ave
Dallas TX 75206

Please ensure that your wallpaper is inspected by you or your installer in detail before being installed. If there are any issues or defects they must be brought to our attention before installation for any discount or refund. Once wallpaper has been installed there is no possibility for refund or discount for any reason.

CWD rugs are hand-knotted in India using premium New Zealand wool. Each rug has about 40 knots per square inch, ensuring heirloom quality. Slight color variations of 5–15% may occur due to hand-dyeing, and lighting in your home can affect appearance. We highly recommend ordering a sample before purchase. Standard lead time is 16–18 weeks, and custom sizes take 20–24 weeks. Shedding is normal and will decrease over time.

Sneak Peek of Rug Production Video:
https://www.youtube.com/watch?v=CWZk7hmaeWw

We do not provide project estimates. For accurate results, work with a professional installer or workroom. While we provide product specifications, our focus is design rather than installation.

You may calculate your own estimate using the roll dimensions on each product page, but we suggest confirming with a professional. Because wallpaper is printed in small batches, dye-lot variations may occur. Order extra rolls up front to ensure the best match. If additional rolls are needed after installation has begun, new rolls may not match your original order.

“Double roll” means the roll is extra long. The actual roll size is listed on the product page. Mural wallpaper is final sale and cannot be returned or exchanged.

Not always. Dye-lot variations may occur. We recommend ordering extra rolls up front and confirming quantities with a professional installer.

Yes! We offer Design Styling Services, a complimentary resource for style, design, and product selection. Our Stylist Team provides personalized advice, helps you envision your space, and can create a tailored shopping experience. Contact them at designstylist@caitlinwilson.com or call our showroom.

Yes! Samples are available for purchase online or in our showroom. Trade Program members can use their trade discount.

 [Wallpaper Recommendations Page]

Yes. Natural “slubs” (small knots or irregularities in the yarn) are expected in 100% silk and linen fabrics. They enhance the fabric’s character and do not affect quality.

All rug samples are scaled down. As rug size increases, the pattern, motif scale, and border adapt proportionally. Handmade rugs may vary 1–3" from listed dimensions.

 Fabric widths range from 52–62", depending on style. Check the product page for exact measurements.

Some upholstery fabrics are only offered as samples for specific furniture pieces. However, we have a selection of fabrics available by the yard: 👉 [Caitlin Wilson Fabrics by the Yard]

All printed textiles have irregularities in the printing. These irregularities are not considered defective as they are the nature of the product.  Defective products include pillows with broken zippers and large, obvious misprints or stains.

Products may show differences in color or texture that do not necessarily indicate defectiveness. Such differences are inherent in the manufacturing of hand made products. 

Fabric by the yard is 54" wide. Anything wider than 54" is considered selvage and may have color smears at the edge. This is not defective as it is the edge of the product.

A characteristic often associated with linen fabric is the presence of "slubs", which are small knots that occur at random along the length of the fabric. Slubs are considered a part of the aesthetic appeal and are intentional. These slubs do not compromise the integrity of the fabric, and therefore they are not viewed as a defect. If the slub is rubbed or picked off, it will expose the unprinted linen beneath.

Yes. All transactions are encrypted, and we do not store credit card information.

Caitlin Wilson Design has a design shop in California and a central office located in Dallas,TX. In California and Texas, because we have a physical brick and mortar location, we are required to collect sales tax when products are shipped to California or Texas customers.

No. Our system does not allow payment methods to be changed after purchase.

Warehouse orders ship primarily via UPS or USPS. Drop-ship items are dispatched via a variety of carriers.

Pre-order items ship once available; dates shown are estimates.

Take clear photos or video of the item and packaging, and email them to support@caitlinwilson.com within 24 hours. For large items, such as furniture and lighting, inspect before signing, take as many photos and/or videos as possible, and send them to support@caitlinwilson.com. Please refuse delivery if necessary. We reserve the right to repair or replace damaged items.

Some inventory ships directly from our manufacturers, while other items ship from our Dallas, TX warehouse. Refer to the product page for lead times, or contact support@caitlinwilson.com with questions.

 Rugs ship internationally. All other items only ship within the continental U.S. 

Contact support@caitlinwilson.com for details regarding international rug shipping.

Please review the shipping address provided in your order confirmation to ensure the address matches the final destination listed on in the tracking updates. If the package was sent to the address you provided and is still missing, we recommend filing a claim directly with the carrier. Caitlin Wilson Design is not responsible for lost or stolen packages. Packages sent to an incorrect or incomplete address provided by the customer are the customer’s responsibility.

Rush or expedited shipping is not available at this time. All orders follow standard lead times listed on the product page.