FAQ

What size pillow cover should I get?

Our standard "made to order"  pillow covers range in sizes from 12x18, 14x20, 14x25, 20x20, and 22x22. For sofa recommendations, see this size guide. For bed recommendations, see this size guide. For chair recommendations, see this size guide. 

For a luxurious and fuller looking pillow, choose a cover that's 1 to 4 inches smaller than the insert that you'll be using.  Usually the larger the insert, the fuller the look.  See our Insert Size Guide for recommendations on what size insert to use with each size cover. 

Can I buy inserts from you?

Yes. We have feather down and alternative down inserts available here.

 When will I receive my order?

  • Pillow Covers - Pillow cover orders are shipped via USPS Priority or First Class mail. Once your pillow order is complete (generally within 1-2 weeks) it should be delivered to you within 2-4 business days.  You will receive an email with the USPS tracking information as soon as your order is on it's way to you.
  • Furniture - Furniture orders are shipped via UPS or Fedex Ground. Once your furniture order is complete (generally within 1-2 weeks) it should be delivered to you within 4 business days.  You will receive an email with the carrier tracking information as soon as your order is on it's way to you.
  • White Glove Shipping -  Transit time for white glove shipping is generally 10 business days.
  • Fabric - All in stock fabrics are shipped to you within 48 hours after we receive your order.  We will confirm availability upon receipt of your order.  Fabrics are shipped via USPS, UPS or Fedex.  Please allow 2-5 business days for delivery. 
  • Stock Availability - If you prefer to check stock prior to placing an order, please email us the manufacturer, the pattern name or number, the color and the quantity.  We will get back to you immediately with stock information. 
  • Inserts are generally shipped separately via USPS, UPS or Fedex.
What's a yard of fabric?

Our fabrics are sold by the yard. A yard is measured as 36 inches in length by the standard width of the roll. For example, if you purchase 1 yard of a fabric with a width of 54-inches, you will receive a piece of fabric which is 36 inches long by 54 inches wide.

What's the minimum fabric order?

Unless otherwise noted in the fabric description, there is a 1 yard minimum to purchase the fabrics we offer.  However, some of our fabrics require a 2-3 yard minimums.  These minimums will be listed in the fabric description. 

What is your Return Policy?

Refunds and Exchanges

  • "Made to Order" products may be returned or exchanged within 5 days of delivery of shipment. "Made to Order" returns will incur a 25% restocking fee.  The restocking fee will be waived for exchanges or if customer prefers store credit.
  • "Custom Orders" and "Sale" items are final sale and not returnable or exchangeable.  "Inserts" are  final sale and not returnable. 
  • "Fabric" returns are subject to the Manufacturer's Return Policy.  Please contact us prior to placing a fabric order for the Manufacturer Return Policy.

 You must notify us prior to returning an item (s) to obtain  authorization and the proper return address. 

Pillow covers must be in their original unused condition (no pet hairs, stains, tears, etc.) and sent back with the original packaging.

Shipping costs are non-refundable and all costs for return shipment are the responsibility of the customer. When returning an item(s), please make sure to choose a reliable shipping carrier that offers tracking and delivery confirmation. 

 Can I Cancel My Order?

Cancellations will be accepted within 48 hours from the  date your order was placed.  Cancellations within 48 hours  will not incur a cancellation fee. Cancellations received after 48 hours will incur a cancellation fee of 10% of the product total. While we understand the customers right to cancel an order, we generally will have incurred some cost to begin the process of completing an order to meet our lead time.  An order cannot be cancelled once the order has shipped. Custom orders cannot be cancelled.  If in a rare circumstance there is a mutually agreed upon custom order cancellation, there will be a fee of 30% of the order total. 

 What if I receive a damaged item?

If an item arrives and is damaged, please contact us immediately so we can work with you to repair or replace the item. No claims will be accepted after 72 hours of package delivery

  • Furniture arrives damaged from the carrier,  please contact us immediately.  We purchase replacement insurance thru the carrier for all furniture items we ship.  A claim will be placed with the carrier.  We will work with the carrier to resolve any damage claims.  However, this process can take several weeks to resolve.  We will only issue refunds for damaged items if we cannot replace the item.  No refund will not be made prior to claim resolution with the carrier.
  • Pillows and Fabrics - It is important to keep in mind that some fabrics have certain natural characteristics and "flaws" that should not be considered as defects. Linen fabrics may have occasional barres, loops and slubs, which are due to the nature of linen fibers and the rustic surroundings of the weaving process. Printed fabrics may show insignificant misprints and random flecks. Hand-woven and hand-dyed textiles may have irregularities inherent to the techniques used in its making and the natural fibers.

 Repairs/Replacements

  • Pillow Cover(s) and Fabric replacements may be provided as a result of manufacture defects within 5 days from the date the order was delivered.  Replacements are free of charge. Customer must notify us within 48 hours of receipt of a damage item. Any damage claim after 48 hours may not be eligible for return or replacement. 
  • Customer is responsible for returning defective pillow covers or fabrics to Lilly + Co. within 5 days after contacting us regarding the defect. Replacements will not be shipped prior to defective product being returned to Lilly + Co.   Repairs due to customer wear or damage will be charged a repair fee plus shipping (exact amount will vary depending on damage).
  • Furniture damaged in transit if possible, will be replaced.  Every effort will be made to replace the item in a timely manner.  However, the replacement time may be dependent upon the damage resolution claim with the carrier.  If the item was "one-of-a kind" the exact replacement cannot be made.  We will make every effort to offer a suitable replacement subject to customer approval.   

 

Have a question that's not answered here? Contact us