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
- We are now offering calculated shipping to Canada with carriers Canada Post and UPS.
- 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.
Shipping to the United States (Lower 48)
At the moment Wilboro has had to pause shipping the USA. Keeping up with the complexities of the current and evolving trade/tariff regulations has become untenable at the moment. I continue to try and work towards a solution that would allow a return to predictable shipping between Canada and the USA.
If you would like more information, or would like to order regardless of the tariff situation please reach out, I'm more than happy to chat about it.
Shipping Outside of Canada or the US Lower 48 (International)
- Please reach out for a shipping quote.
Return Policy
- Pre-Orders, Monogrammed items, Sales, Samples, Custom, Made to Order, USA 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 for: Pre-Orders, Sale, Samples, 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 traceable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned items
Returns from the USA
- Due to the near impossible nature of getting refunds from the duties, shipping fees, credit card fees, brokerage and tariffs, returns from the USA are unfortunately no longer possible.
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.