Shipping & Returns
HOLIDAY INFORMATION: Please visit our Holiday Information page to see important dates for shipping and returns throughout the holiday season.
Shipping Policy
Prices do not include shipping unless otherwise noted on the product page.
We currently ship most orders via UPS. UPS cannot ship to post office boxes. Please provide a street shipping address to avoid delays in processing your order.
We are not responsible for carrier delays, damaged shipments, or stolen packages once your order is picked up from our warehouse. To file a claim with UPS, go here. To file a claim with USPS, go here. We're sorry, but we cannot file claims on your behalf.
All special order and pre-order items require additional preparation and delivery time. Look for the "Availability" message on each product page (posted under the price) for product-specific information.
Our normal shipping department hours are Monday-Friday, 8 am – 5 pm EST, with the exception of closings for holidays and inclement weather. Office closings outside of our normal business hours will be posted to our website.
Standard Shipping
Most in-stock items ship within 3-7 business days. The arrival time will vary by your shipping location, the season, and chosen shipping method. Shipping prices will be provided at checkout.
Express Shipping
In-Store Pick-Up
We are no longer offering in-store pickup as a shipping option on our website. You may arrange a purchase and pickup with one of our stores directly. Please contact us and we will connect you with the store offering the products you wish to purchase and pick up locally.
International Orders
We're sorry, but we cannot ship international orders at this time.
Delayed Delivery
We're sorry, but we cannot hold orders for shipment at a later date. You can manage your deliveries directly with UPS by signing up for a free UPS My Choice account and with USPS by signing up for a free USPS Informed Delivery account. These options are helpful for managing all your deliveries while you are out of town and can prevent theft and damage of packages that arrive at your home while you are away.
Accepted Forms of Payment
For online orders we accept Visa, Mastercard, American Express and Discover card only. Your bank must have a U.S. subsidiary or the transaction will not be approved.
We are sorry but we cannot accept the following forms of payment online: International credits cards, gift cards - including Colonial Williamsburg gift cards and Visa, Mastercard, Discover and American Express gift cards; alternate payment methods such as PayPal, Apple Pay, Google Pay, or Amazon Pay, personal checks, money orders, cash, or traveler's checks.
Additional Services
Fabric Samples
Fabric Samples are available for home decorating fabric sold at Brick & Vine store in Merchants Square. Please contact us to order samples.
Gift Wrapping
We do not offer gift wrapping services, however, Colonial Williamsburg gift bags can be purchased in our online shop and in stores.
Special Orders and Engraving
Special orders and engraved items cannot be returned and require additional processing time. Please note that you will be charged for special order items at the time of purchase. These are items that are made especially for you and cannot be re-sold. Engraving is offered through Brick & Vine store in Merchants Square. Custom Furniture is offered through our Design Center at Brick & Vine store in Merchants Square.
Returns Policy
All items purchased online must be returned to the address listed below, within 30 days of shipped date. Items must be in sellable condition to qualify for a refund. Please do not assemble or modify the product in any way. Once the item has been inspected a credit will be issued, less shipping cost.
Please be sure to include your return form with the order number and the reason you are returning the product.
If you did not receive a return form with your order, please contact us and we will provide you with a return form.
Please note any orders returned to us with no order number or reason for the return may result in a delay.
Merchandise that cannot be returned includes:
- Used or damaged items
- Clearance Items - identified by prices ending in $.49
- Food and Beverage
- Gift Cards
- Cut Fabric-by-the-yard
- Items purchased at our on-site Auctions
- Special Order and Personalized Items - Look for the "Availability" message on each product page (posted under the price) for product-specific information. Special order and personalized items include, but are not limited to, custom engraved items.
Mail Returns to:
Colonial Williamsburg Products
201 Fifth Avenue
Williamsburg, VA 23185
Items purchased in our stores must be returned directly to the store. Follow the instructions about returning items on your store receipt. Not sure if you can return an item purchased in one of our stores? Call the phone number on the receipt for assistance. If you are unable to reach the store, contact customer service.
Returning Damaged Product
If your item arrived defective or damaged, please contact us and one of our customer service representatives will contact you about a replacement.
Cancel Order Requests
We're sorry, but once you place your order, we will not be able to cancel it. We may be able to retrieve your order before it ships and process a refund for you to save the trouble of having to mail it back to us, but you must contact us immediately with your request. We cannot guarantee that we will be able to stop the shipment. During peak sales seasons, such as our annual Cyber Week Sale during the holidays, it will not be possible for us to retrieve orders before they ship. You will need to return the items and request a refund.
Refunds
To request a refund, please contact us. Please expect to receive your refund within four weeks of returning the merchandise. This time period includes the transit time for us to receive your return (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days). Please note that you will receive an email when your refund is submitted for processing, but you may not see the funds returned to your card for up to 10 business days.
To receive discounts and free shipping offered during our sales promotions and special offers, you must purchase merchandise within the time-frame of the offer. We will not refund the price difference on past or future purchases of items purchased at regular price.
Cancellation of Orders
On occasion, we may need to cancel and refund your order.
This may occur when we are completely out of stock of an item in our warehouse and stores, and cannot hold your order until new stock arrives from the manufacturer. Or it could be an error in the product listing, such as an incorrect color or a pricing error. We will contact you to let you know, and if possible, we will start a new order for you with the remaining items in your order.
If your shipping address is invalid, and you do not respond to our requests for a correct address within 7 business days, we will cancel shipment and refund your order.
Suspected Fraudulent Orders
If we suspect an order is the result of a stolen credit card we will not ship the order and will process a refund of the order. Please note: We will report attempted fraudulent orders or multiple declined credit cards to authorities.
We reserve the right to cancel any order at any time for any reason.
Order Status Emails
We like to keep you informed throughout the order process. Our system will automatically send an email when your order status has changed. Here are the types of order status emails you may receive and what they mean:
- Order Confirmation - You will receive a copy of the order confirmation message displayed on our website after you complete your order by email. If for some reason you did not receive an order confirmation email, try checking your junk folder. If you still do not see an email from us, contact us and we will send you an invoice.
- Manual Verification Required - Occasionally our system may flag your order for review. This typically happens when our fraud filters kick in. We will review your order as quickly as possible and move it to the Awaiting Fulfillment stage if everything looks good.
- Awaiting Fulfillment - Once you place your order, your order status will change to Awaiting Fulfillment and will be sent to our warehouse to be packed and shipped. Most orders are packed and shipped within 3-7 business days beginning on the next business day after you place your order.
- Shipped - Good news! Your order has been packed and labeled and is on the way.
- Partially Refunded - If we refunded part of your order.
- Refunded - If we refunded your entire order.
If you would like to be able to check the status of your order on our website, be sure to either log into your account before the checkout process, or create an account during the checkout process if you have not ordered from us before. All customers that elect to checkout as guests, including registered customers who do not log in before checking out, will not be able to check their order status on our website. All customers, regardless of registration status, will receive automated order status notifications by email as their order is processed.
Still have questions? We are here to help! Contact us.
