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FAQS

  • Orders & Shipment
  • Cleaning & Care
  • Returns, Exchanges and Cancellations
  • Product Information
  • Production Quality
  • Payment
  • Shipping & Handling

How long will it take for my item to ship?

Our lead time varies depending on the product, so please check in individual product description page for information about estimated ship times.

Why is the lead time on my rug 11-14 weeks?

All of our rugs are hand-knotted and made-to-order from India. Each piece of high quality New Zealand and European wool that makes up the beautiful design of our rugs is individually hand knotted three times on a loom. To give you an idea, in a small, 1 inch by 1 inch square of your rug, there are about 40 knots! The precision and close attention to detail of our rugs does take time, but we promise that they are well worth the wait!

Can I get an update on my rug status? I’ve been waiting for weeks!

Our rug producers are working on the production of your rug, please be patient as this is an art form that cannot be rushed. You will receive a tracking number as soon as one is provided by our rug producer.

I live outside of the United States. Can I have a rug shipped to me?

Yes! If you live in another country and are interested in having one of our rugs shipped to you, please emailsupport@caitlinwilson.com with your exact address, the rug you are interested in and the size, and we will be able to provide you with a shipping quote!

I received my tracking number for my wallpaper sample/fabric swatch. Why can’t I track it?

Our wallpaper samples and fabric swatches are sent out as 1st Class Letter shipments. The "tracking number" that USPS assigns to these types of packages isn't really a real tracking number. The number you have is a number that is assigned to your package, but is not trackable. These packages typically arrive within 5-7 business days.

I received my pillow cases, but my inserts weren’t included. Why?

Our pillow inserts are drop shipped directly from the manufacturer and will ship separately. Please allow an additional 5-7 days for delivery.

Fabric & Pillows

-We recommend that our fabrics are to be spot cleaned only. We do not advise that they be dry cleaned and will not take responsibility if they are damaged in the process.

-All gold foil fabrics and pillow covers are not to be ironed. If you MUST iron, please cover the fabric with a sheet or a towel, and use a low setting.

Rugs

Cleaning

-Vacuum regularly on a low-power setting to prevent dirt from settling into the wool fibers and yarns.-Do not vacuum the fringe.-Blot spills (do not rub) with a clean, un-dyed cloth to absorb as much of the spill as possible, as soon as possible. Start at the outer edge and work towards the center of the spill, pressing firmly to prevent spreading and aid absorption.
-Do not dry clean.
-Professional rug cleaning recommended.
-Additional treatments are not recommended as they can affect the color and strength of the wool yarns over time.


Care

-Some shedding will occur due to the nature of the wool yarns, but should diminish over time.
-Do not pull loose yarns, instead clip with scissors.
-Rotate your rug every 6 months to promote even wear and sunlight exposure on the surface of the rug. 
-Use rug protectors under the legs of heavy furniture to avoid flattening the yarn pile. 
-To extend the life of the rug, the use of a rug pad is recommended. 
-Storing your rug: Roll face side out and wrap with cloth. Keep in a cool, dry place.

Returns

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 be in original, unused (and unwashed) condition and accompanied by the original CWD Order Confirmation or Packing Slip.  We do not refund original shipping charges. Unsolicited online returns will not be accepted.

Returns after 14 days may be returned for store credit less a 10% restocking fee.

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.

All of the following Items are final sale: Rugs, Artwork, Bedding, Furniture, Mirrors and items with monogramming. Please contact support@caitlinwilson.com for any questions regarding our return policy.

We do not accept returns on items damaged through normal wear and tear.

Lamp, Ceiling Light and Sconce Returns

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.

Exchanges

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! 

Stocked Furniture (Bistro Chairs, Stools And Benches)

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 Sample Returns

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

Wallpaper Returns

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.

Cancellation Policy

Unfortunately we are unable to cancel most of our orders once they have been received by our fulfillment center.

When you submit an order through our site, an order confirmation is sent to you and our system verifies your payment method. After you place your order, it is immediately sent to our fulfillment center and can no longer be modified. It is our hope that this expedited turnaround works to your advantage, but we do understand that it can make it difficult to cancel or modify your order.

If we are unable to cancel your order, please feel free to return your order to us for a full refund of the merchandise value, less shipping. Please contact support@caitlinwilson.com to receive authorization of your return. If we are able to intercept your order, we will process a cancellation if we receive notice within 24 hours of your purchase.

What is the difference between a tough phone case and a snap on phone case?

If you are looking for aesthetic rather than protection, we suggest the snap on case. It is a thin plastic shell that lays flush with your phone and covers the two sides of your phone. 
Looking for more protection? We suggest the tough case! This case covers all sides of your phone, and along with the plastic outer shell, this phone case has an additional rubber lining on the inside of the case for additional protection. 

I ran one roll short for my wallpaper project. If I purchase another roll, can I trust that it will be from the same dye-lot as the last?

We print our wallpaper in small batches so it is very possible that if you repurchase, it will not be from the same dye-lot. We recommend you speak with a professional wallpaper hanger to verify the number of rolls you will need for your project. 

Where can I find your wallpaper Recommendations page?

Please see our wallpaper recommendations here.

General Information

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.

Linen Fabrics

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.

Fabric

Fabric by the yard can range from 52" to 62""wide. 

Is my credit card information secure?

Yes, our online platform encrypts all credit card information to ensure your data is secure.

My order included tax. Why?

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.

Covid-19 Shipping Update

Caitlin Wilson is continuing to closely monitor the latest reports from the Centers for Disease Control and Prevention (CDC) and the World Health Organization (WHO) regarding ongoing concerns about the coronavirus COVID-19.

We’d like to address some important factors regarding COVID-19, shipping delays and customer orders.

Delayed Shipments - Work restrictions may continue to affect shipments to and from our warehouse/vendor warehouses to impacted areas. Please reach out to our Support Team at support@caitlinwilson.com or by phone at +1(866) 409-7216, if you are experiencing delays or have questions about the status of an order.

Delivery Partners - We are in close communication with our freight and parcel delivery partners, which are all adhering to the guidelines from government authorities related to the containment of COVID-19. We will inform you of any relevant changes or possible delays to delivery procedures in accordance with CDC guidelines. Please note that threshold and white glove deliveries may be adjusted to protect the safety of delivery agents and clients alike.

General Information

Caitlin Wilson orders will include shipping fees that will be added to your order total.

In stock items will be shipped via USPS, First-Class or Priority, or FedEx with few exceptions.

Items marked as PRE-SALE will ship once in stock. Please note that the dates in red are estimates and are subject to change. You will still be charged upon check-out for PRE-SALE items.

We take design and craftsmanship very seriously and we want you to love these pieces as much as we do! Our products are carefully inspected prior to shipment, but damages do happen, and we ask that you inspect your pieces upon receipt and notify us of any damage within 48 hours; our team will promptly work on a replacement. 

Lead Times

Production and shipping lead times vary depending on the product. Please visit individual production description pages to view estimated lead times.

Drop Ship Items

Drop ship items are shipped directly from our vendors. These items include: 

• Rugs
• Wallpaper 
• Furniture
• Down Pillow Inserts
• Art
• Faux Florals 

All drop ship items are final sale and non-returnable unless defective.  

If your order includes both in stock and drop ship items, you will receive multiple shipments. Please note that drop this items have longer production and shipping lead times.

Most rugs are made-to-order. The estimated lead time for all rugs is about 12-14 weeks.

White Glove Delivery

Please note delivery limitations due to COVID19 can change at a moment's notice. We remain committed to service, while honoring government guidelines and the safety of all involved, in all states. Any damages must be noted on the Proof of Delivery at the time of delivery and filed in full with the Caitlin Wilson Team within 24 hours of receipt. Please inspect the product before the driver leaves. If there is any damage, refuse delivery and send photos to support@caitlinwilson.com.

International Orders

International delivery times vary depending on the custom’s office of the arrival country and may be subject to VAT and duty/custom fees, which are the responsibility of the customer.
 
For international rug orders, please email support@caitlinwilson.com

For 9'x12' rug orders shipping to Canada customers are required to pay all duty/customs etc. through Willson International.

International orders will ship USPS International unless otherwise requested.

CWD will not be held responsible if international orders are lost or stolen.

Theft Policy

Caitlin Wilson Design does not cover instances of theft.

When tracking numbers say the package has been delivered, we assume it to be true. Unfortunately, in the case of theft, we are not able to cover it. We apologize if theft was what happened and sincerely hope that the package turns up. 

Expedited Orders

At this time, we are unable to offer expedited shipping on orders.