1. FAILED DELIVERY

If a shipping carrier cannot deliver your order because of:

• An incorrect or incomplete address

• Failure to claim the package

• Refusal of delivery

…the package will be returned to our fulfillment partner.

What Happens Next

• We will be notified once the package is returned.

• The order will be held for 30 days at no additional cost.

• During this time, we will contact you to confirm the correct address.

Reshipping

Reshipment costs must be paid by the customer, unless House of Wil approves otherwise.

How to Avoid Carrier Returns

Please double-check that your shipping address is accurate and complete at checkout.
Incorrect ZIP codes are the #1 cause of failed deliveries.

 

2. DAMAGED OR DEFECTIVE ITEMS

Although our fulfillment partner performs multiple quality checks, rare issues can occur.

If You Receive a Damaged or Incorrectly Printed Item

You must contact us within 30 days of receiving the order.

Please provide:

• A clear description of the issue

• Quality photos showing the defect or misprint

Resolution

If the issue qualifies (manufacturing defect or damage in transit), we will provide a free replacement.

 

3. BUYER'S REMORSE

Because products are made-to-order, we do not accept returns or provide refunds for buyer’s remorse.

This includes:

• Deciding you no longer want the item

• Not liking the color, style, or fit

• Ordering by mistake

 

4. SIZE EXCHANGES

All items are made on demand, which means size exchanges require creating a completely new item.

Our Exchange Policy

We do not offer free size exchanges.
If you ordered the wrong size, you may request a paid re-order.

If You Wish to Allow Paid Exchanges

Customers must:

• Cover the cost of producing the new item

• Pay for reshipment

To Prevent Sizing Issues

• Size charts are available on every product page

• Please review measurements carefully before ordering

 

5. LOST PACKAGES

Our fulfillment partner’s shipping methods include tracking, but packages can occasionally be delayed or lost.

If Tracking Shows No Movement

• Contact us as soon as possible

• We will review the tracking and contact our fulfillment partner

• If confirmed lost, we will issue a free replacement

Customer Notification Template

We checked your tracking, and it appears the package may be delayed.
Please allow a few more days. If it has still not arrived within 30 days after the estimated delivery date, let us know immediately.

If Tracking Shows "Delivered" but You Cannot Find the Package

This is the most common scenario carriers report.

We recommend:

• Checking with neighbors

• Checking your mailbox/parcel locker

• Contacting your local post office

Our fulfillment partner does not cover packages marked as delivered, so replacement decisions are handled by House of Wil on a case-by-case basis.

 

6. WRONG ITEM RECEIVED

If you receive the wrong product, color, design, or variant:

What To Do

• Contact us within 30 days

• Provide photos of the incorrect item

Resolution

If our fulfillment partner confirms a fulfillment error, we will send a free replacement.

 

7. DELAYED PACKAGES

Orders may take longer due to:

• High seasonal demand

• Carrier delays

• Customs processing

• Operational issues at facility

• We do not issue refunds for delays outside our control.

• We will monitor tracking and keep you updated.

 

8. RETURNS

Because all items are printed on demand:

• We do not accept returns

• We do not offer traditional refunds

• Returned items will not be restocked or resold

• Any returns made without approval will not be refunded

 

9. WHEN TO CONTACT US

Please contact us at houseofwil@gmail.com for:

• Damaged, misprinted, or defective items (within 30 days)

• Lost packages

• Wrong items

• Delivery issues

•  Address corrections for returned packages​