Shipping & Returns

Ordering Online Within Ottawa

 -          If you would like to place an order and pick it up at the Wilboro Studio in Ottawa (Westboro), please select “Local Pickup” and we will get in touch as soon as your item(s) are ready with pickup details.

Shipping within Canada and the US Lower 48
-          We are now offering calculated shipping to Canada and the United States with carriers Canada Post and UPS.  Please note we cannot generate return shipping labels from Canada Post if you are in the USA.
-          We usually ship within 3 business days of an order being placed (and often faster)
-          Depending on your shipping selection, orders typically take between 1-7days after being posted.
-           Please be aware that Duty, Customs and Taxes may apply to items shipped to the United States and you will be responsible for any of these costs.

Shipping Outside of Canada or the US Lower 48 (International)


-          We are now shipping to wider range of countries worldwide.


-          There are however some countries we have not yet added to our shipping range, if you are in one of these areas we would be more than happy to look into the possibility of accommodating your shipping request via email.  In an email, please provide your full shipping address and a list of which items you are interested in to be purchased.

Return Policy
-          Monogrammed, Sales, Samples, Custom, Made to Order  and International orders are final sale and cannot be returned.

Returns within Canada
-          We will happily take returns on normally stocked items within 7 days of receipt.


-          To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
-          Unfortunately we are unable to refund, Sale, Custom, Made to Order or Monogrammed items.


-          Please send us an email for specific instructions about how to complete a return.


-          You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, all costs of return shipping will be deducted from your refund.


-          Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


-          If you are return shipping an item over $75 and have not been provided with a return shipping label you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Returns from the USA
All the above Canadian return policies apply, in addition:
             
-           We are only able to generate return shipping labels if you have used UPS as a shipping service during purchase.  All return shipping costs (including brokerage, tax etc) will be deducted from your refund.

-           If you used Canada Post for your original order we cannot generate a simple return label since Canada Post doesn’t operate in the USA.   By request we can set-up a UPS return shipment and label that will be deducted from your refund.   

-           If you decided to arrange your own return shipping we suggest using USPS as the most cost effective method. You will be responsible to insure and deal with any lost or damage claims yourself if you choose to do your own return.

USA returns will almost always incur a brokerage fee when they cross the border back into Canada which can Range from $20-100+ depending on the item value and service you use.   This charge and any additional charges will be deducted from your refund.

Returns outside Canada and the USA
-          Unfortunately we do not offer returns on international orders.  Due to the complexity and cost of international shipping all international orders are Final Sale.

Refunds (if applicable)


-          Once your return is received and verified, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)


-          If you haven’t received a refund yet, first check your bank account again.


-           Then contact your credit card company, it may take some time before your refund is officially posted.


-           Next contact your bank. There is often some processing time before a refund is posted.


-           If you’ve done all of this and you still have not received your refund yet, send us an email.



Sale Items

-           Sale items cannot be refunded.