Shipping & Returns
Shipping Policy
Prices do not include shipping unless otherwise noted on the product page.
We are currently only shipping gift cards and APO/FPO orders through USPS. All other shipments will be sent through 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.
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
We offer 2-Day and Next Day shipping services on most items shipping within the contiguous 48 states and District of Columbia. Express orders placed before 7 AM EST will be processed the same business day. Orders placed after 7 AM EST will be processed on the next business day.
Please note: There may be times when express shipping methods are not available. If we have suspended express shipping, these options will not display at checkout.
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.
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
Gift wrapping is available for many of our products at an additional cost of $5.50/item. At this time we can only add gift wrap to your order over the phone. Please contact us before placing your order to discuss gift wrapping needs.
Adding gift wrapping to your order will delay the processing of your order up to one additional business day, and up to 2-3 days during peak holidays shopping seasons.
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 unopened and in the original packaging 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:
- Clearance Items - identified by prices ending in $.49
- Face Coverings
- 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, Ginger Cakes and 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
If you need to cancel your order, contact us as soon as possible. If your order has not been moved into the fulfillment stage, you will not be charged. If your order has been billed and is in fulfillment, but has not shipped, we will request a refund for you in full. We cannot cancel your order once it has shipped. 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).
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 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 cancel 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 you will see on our website 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.
- Awaiting Payment - We will charge your credit card just before we pack your order. Before fulfillment begins, your order will be in Awaiting Payment status. Don't worry - you have already given us your payment details. This just means we have not billed your card yet.
- 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 Payment stage if everything looks good.
- Awaiting Fulfillment - Once we have billed your credit card successfully your order status will change to Awaiting Fulfillment.
- 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.
- Canceled - If we canceled your order.
Still have questions? We are here to help! Contact us.