Delivery & Returns

We want your sourcing experience with Quillet&Co to be transparent and effortless. Delivery and returns are handled in one of two ways, depending on how you complete your purchase with us.

1. Orders Placed Directly on Quillet&Co

For pieces purchased directly through our checkout, our team facilitates your order in partnership with our independent artisan workshops and makers.

Workshop Delivery

• Direct Workshop Dispatch: Every piece in our direct collection travels directly from the independent workshop, studio, or fabric house where it is made.

• Orders with Multiple Makers: If your order contains items from more than one maker, pieces will be dispatched separately in individual parcels directly from each workshop and will incur separate delivery charges per maker.

• Lead Times: Estimated lead times are noted on individual product pages and in your order confirmation. Standard stock items typically dispatch within 3–5 business days, while bespoke or made-to-order pieces carry custom workshop lead times.

• Large, Bespoke & White-Glove Items: Freight for large furniture, fragile items, or white-glove delivery is managed directly by the maker or their specialist carrier, who will contact you to schedule a delivery window. Please ensure site doorways, stairwells, and access paths are verified prior to ordering.

• Delayed Site Access & Storage: If a made-to-order piece is completed and ready for dispatch but your site is unprepared to accept delivery within 7 business days of notification, warehouse storage fees levied by the carrier or workshop will apply.

Returns & Cancellations

• Standard Pieces: Retail consumers have 14 days from physical receipt to request a return for standard, non-custom stock items. To request a return, please email enquiries@quilletandco.com with your name and order number.

• Return Shipping & Addresses: Because pieces ship directly from independent maker studios, returned items must be sent directly back to the relevant maker's workshop address rather than a central Quillet&Co location. We will provide the specific workshop return address once your request is received. Return shipping is arranged and paid by the customer using an insured, trackable courier service. (Standard outbound shipping costs from your original order are refunded, but express delivery surcharges are non-refundable.)

• Condition & Commercial Use: Returned items must arrive unused, in "as new" condition, and in their original packaging. Ordering items to use briefly as photoshoot props, event staging, or commercial props prior to returning them is strictly prohibited. We reserve the right to reduce refunds to reflect any diminished value resulting from excessive handling or damaged packaging.

• Bespoke, Made-to-Order & Cut Fabrics: Custom furniture, bespoke finishes, cut fabric/wallpaper lengths, and personalized items are made to your exact specifications. Once making, workshop production, or fabric cutting has commenced, bespoke orders cannot be canceled, amended, or returned.

• Trade & Commercial Orders (B2B): Purchases made under trade accounts, or on behalf of businesses, interior designers, architects, or commercial projects operate under Business-to-Business (B2B) terms. Trade sales are final and non-refundable unless proven defective upon delivery.

Damage Inspection (48-Hour Window)

Please inspect your delivery carefully upon arrival. In the rare event that a piece arrives damaged or carrying a manufacturing defect, please notify us in writing at enquiries@quilletandco.com within 48 hours of receipt with photographs of the piece and external packaging. This allows us to arrange an appropriate remedy (repair, replacement, or refund) with the maker.

2. Curated Affiliate Recommendations

Where a product listing or curation article on our site directs you to click through to a partner brand or external merchant's website to complete your purchase, you are buying directly from that external partner.

• Merchant Policies: The partner merchant processes your payment, fulfills your order, and handles all shipping, delivery, and returns under their own store policies.

• Orders & Enquiries: Quillet&Co does not process payments, hold order details, or manage customer service for purchases completed on third-party websites. If you have questions regarding an order placed directly with a partner brand, please reach out to their customer support team directly.

For full legal details regarding our sales model, agency structure, and terms of business, please view our complete Terms of Sale & Business.