Shipping & Return Policy
Your order is in good hands, and we are on it! Below, a few things you might want to know...
Please check here for the latest updates on how COVID-19 is impacting our operations.
Do I need to be home for my package to arrive?
At checkout you have the option to have your order ship 'Signature Required' or 'No Signature Required.' If you submitted payment for fabric or wallpaper through an invoice from us, we will ship your order with a signature required for delivery unless you have requested otherwise. Please be sure to evaluate your needs and let us know.
Requiring a signature for delivery is helpful when shipping to construction sites, workrooms, or locations where you want to pinpoint who signed for and accepted the package. In residential situations, it can hold up delivery if the customer is not home to accept the package. If delivery is unable to be made, this will result in the package being redirected to pickup location or returned to sender.
When can I expect it to arrive?
We know waiting for your order can be tough! We send our orders via UPS, FedEx, and USPS. Anything in stock will ship in 1-2 business days. If we received your order before 1 pm EST, we will aim to ship your order the same day, and if it is received after that time, we aim to ship the following business day. In-stock orders placed after 1 pm EST on Fridays or over a weekend will ship on Monday (unless there is a holiday).
Any item made to order will ship within the product's lead time stated on its product page. When your order ships, a shipment confirmation with tracking numbers will be sent within one business day to the email address entered at checkout. When shipping Ground, packages are usually delivered within 1-3 business days of shipment if shipped to the east coast, and within 5-7 if shipped to the west coast.
Swatch orders will ship within a week of purchase. We always aim to ship these as soon as possible, but if you need swatches urgently please email email@example.com and we can help.
What if I need it quick?
We can do it, but let’s discuss first. For rush orders or for lead times on printed to order fabrics and wallpapers please email firstname.lastname@example.org.
I’m based overseas/not in the continental US. Will you still ship my way?
Happily! We ship via UPS or FedEx unless otherwise requested. Please email email@example.com and we will give you a shipping quote based on your order and location. Please keep in mind that the purchaser is responsible for any applicable import taxes or fees.
I put the wrong address on my order. Can I redirect my package?
Oh no! As the sender, we are unable to change a delivery address if your order has already shipped. As the recipient, you can sometimes change the delivery instructions directly on the website of the shipping service (UPS, FedEx, or USPS). If your order is returned to our warehouse, you will be charged an additional shipping fee to resend your order.
If your order hasn't shipped yet, let us know the updated address and we will try to catch it before it goes out. Please allow 1-2 business days to process the address change.
I forgot to waive the signature requirement. Can I change this?
As the sender, we are unable to waive the signature requirement once your order has already shipped. As the recipient, you can sometimes change the delivery instructions directly on the website of the shipping service (UPS, FedEx, or USPS).
Depending on the carrier (UPS, FedEx, or USPS), the delivery driver will usually make more than one attempt to deliver your package. If your package is not delivered, it may be sent to a nearby pickup location. If your order is not claimed, it will eventually be returned to our warehouse. If your order is returned to our warehouse, you will be charged an additional shipping fee to resend your order.
What is your return policy for online purchases?
We believe in creating beautiful products for your home that you will love for years to come. If you are not completely satisfied with your purchase, please contact us at firstname.lastname@example.org with your order number so that we can find a solution. Our customers are important to us, and we want you to fully enjoy your purchase.
Contact our sales team within 14 days of receipt to make arrangements to send your item back to us, and it can be repaired, replaced, or returned for a full refund. Shipping and handling fees are unfortunately not refundable.
All returns must be sent to our warehouse in Pennsylvania, not to our studio in Brooklyn or Nolita showroom. Returns shipped to the incorrect location will have an additional shipping fee deducted from refund or credit amounts. Please allow 5-7 business days for a return to be processed once received.
Trade partners have a $20 restocking fee per item.
Please note that wallpaper, fabric and custom pillow orders are non-refundable as they are cut specially for you. We suggest ordering swatches before ordering yardage to avoid any confusion. All orders are inspected before they are shipped, however final responsibility rests with the customer. Any flaws must be brought to our attention within 5 business days of receipt.
Due to the handmade nature of our products, slight variations in color and design are embraced. When ordering multiples we do our best to make sure the pieces match as closely as possible for you.
All sale items and items purchased using discount code during a sale are final and non-refundable.
What is your return policy for store purchases?
For all purchases made at the Rebecca Atwood retail store, we gladly accept returns of full-priced merchandise for exchange or store credit within 14 days of purchase. Items must be unwashed and undamaged, with original tags attached. Requests to exchange merchandise received as a gift must be accompanied by a gift receipt.
All sale items and items purchased with a discount code during a sale are final and non-refundable.
What if my fabric or wallpaper has a flaw or what I received was incorrect?
All fabric and wallpaper must be inspected before cutting. No cut yardage will be accepted for return.
All fabric and wallpaper is inspected carefully before it is shipped, however final responsibility for confirming an order is correct and has no critical flaws rests with the customer. Any flaws must be brought to our attention within 5 business days of receipt. Do not cut until you have checked for correct pattern, correct color, correct quality, correct quantity and/or cut lengths, and any flaws.
Please store your yardage safely. We are not responsible for any damage that may occur to yardage put into storage before it is pulled for final use.
I purchased something on sale, can I return it?
All sale items and items purchased using discount code during a sale are final and non-refundable. Find our sale FAQ here.
I have more questions!
Feel free to call us at 718-369-0016 during office hours (9-5pm EST) or email us at email@example.com and we will get back to you as soon as we can.