Orders & Shipping
How quickly will my order be shipped?
Most orders are processed and dispatched within 48 hours after your order is confirmed. Processing may take slightly longer during weekends, public holidays, promotional events, or other high-volume periods.
How long does delivery take?
Standard delivery usually takes 5–8 business days after your order has been dispatched. Business days do not include weekends or public holidays.
Delivery times are estimates and may be affected by weather, carrier delays, remote destinations, or other circumstances outside our control. We’ll always do our best to help monitor your shipment if an unexpected delay occurs.
How much does shipping cost?
We offer free standard shipping on orders of $129 or more.
For orders under $129, a flat shipping fee of $11.99 applies.
How can I track my order?
Once your order has shipped, you’ll receive a shipping confirmation email with your tracking information.
Please allow up to 48 hours for the carrier’s system to display the latest tracking updates.
Will all my items arrive together?
Whenever possible, we’ll ship your entire order together. However, items may occasionally be sent in separate packages because of their size, availability, or warehouse location.
If your order is divided into multiple shipments, you may receive more than one tracking number.
Can I change my shipping address?
Please email support@whimset.com as soon as possible. We’ll do our best to update your address before the order is processed, but changes cannot be guaranteed once the parcel has shipped.
Customers are responsible for reviewing their shipping information carefully before completing an order.
Can I cancel or change my order?
We understand that plans can change. Please contact us as soon as possible if you need to cancel or modify your order, and our team will do its best to help before processing or shipment begins.
Once an order has shipped, it can no longer be cancelled and will need to follow our standard return process. Applicable original and return shipping costs may apply.
Returns & Exchanges
Can I return or exchange an item?
Yes. Eligible products may be returned or exchanged within 14 calendar days of the confirmed delivery date.
Please contact support@whimset.com before sending your product back. Our customer care team will review your request, provide return instructions, and work with you throughout the process.
How do I request a return or exchange?
Please email us with:
-
Your order number
-
The product you would like to return or exchange
-
The reason for your request
-
Clear photographs showing the product and its current condition
Please wait for approval and return instructions before shipping anything back. Returns sent without prior authorization may not be accepted.
What condition must the product be in?
To help us process your return smoothly, the product must be:
-
Unused and in resalable condition
-
Complete with all original parts, hardware, accessories, and manuals
-
Free from scratches, stains, odours, pet hair, damage, or signs of wear
-
Unwashed, unaltered, and unmodified
-
Returned in its original packaging whenever possible
-
Carefully packaged to prevent damage during return transportation
Once the item arrives, our team will carefully inspect it. If everything is complete and in good condition, we’ll be happy to approve your refund or exchange.
If you’re unsure how to package or prepare your product for return, please contact us. Our team will be happy to assist.
What if I change my mind about the colour, size, or style?
We understand that a product may look or feel different once it arrives in your home.
If you would like to return an item because of its colour, dimensions, style, comfort, or fit within your space, please contact us within 14 days of delivery. We’ll work with you to arrange an eligible return or exchange.
To help avoid the inconvenience of a return, we recommend reviewing the product colour, dimensions, materials, and care details before ordering. For furniture and larger décor, please measure your space, doorways, hallways, staircases, and elevators carefully.
You’re always welcome to email us before placing an order if you need additional product information.
Who pays for return shipping?
For returns based on personal preference—including colour, dimensions, style, comfort, or fit within your space—the customer is responsible for the return shipping or pickup cost.
You may arrange a trackable and appropriately insured return shipment. Where available, Whimset may also help coordinate a return label or carrier pickup. Any applicable cost will be shared with you before the return is arranged.
If your product is confirmed to have arrived damaged, defective, incomplete, or incorrect, Whimset will cover the approved return or replacement shipping costs.
How do exchanges work?
If you would prefer another colour or style, we’ll be happy to help arrange an exchange within 14 days of delivery, subject to product availability.
Once the original product has been returned and passes inspection, we’ll prepare the replacement item.
For exchanges based on personal preference:
-
The customer is responsible for returning the original product
-
Additional delivery charges for the replacement may apply
-
If the new product costs more, the price difference must be paid before shipment
-
If the new product costs less, the difference will be refunded
We’ll confirm availability and any applicable costs before processing the exchange.
When will I receive my refund?
Once your return reaches our facility, our team will inspect it as promptly as possible.
If the product is complete and in good condition, the eligible product amount will be refunded to your original payment method within approximately 5–10 business days after inspection.
Original delivery, express shipping, assembly, and other completed service fees are non-refundable. Return shipping or pickup costs arranged by Whimset may also be deducted from the refund.
Your bank or payment provider may require additional time for the refund to appear in your account.
Which products cannot be returned or exchanged?
Unless otherwise required by law, we’re unable to accept returns or exchanges for:
-
Final-sale or clearance products
-
Custom-made, personalized, or made-to-order products
-
Gift cards
-
Products that have been used, washed, altered, installed, or modified
-
Products damaged through misuse, improper care, or incorrect assembly
-
Products missing important parts, hardware, or accessories
-
Items identified as non-returnable on the product page
If you’re unsure whether your product qualifies, please contact us. We’ll be happy to review your order and explain the available options.
Products & Product Care
Will the product colour look exactly like the website photos?
We make every effort to display product colours accurately. However, slight differences may occur because of lighting, photography, individual screen settings, and the surrounding colours in your space.
Products made from wood, stone, ceramic, glass, fabric, or other natural and handcrafted materials may also have unique variations in grain, pattern, texture, colour, or finish. These natural characteristics are part of what makes each piece unique.
How can I choose the right product size?
Please review the measurements listed on the product page before ordering.
For furniture and larger décor pieces, we recommend measuring:
-
The intended placement area
-
Doorways and entrances
-
Hallways and corners
-
Staircases
-
Elevators
-
The product’s complete delivery path
If you have questions about a product’s size or specifications, please contact us before ordering. We’ll be happy to help you make a more confident choice.
What should I do if my order arrives damaged or incorrect?
We take great care in preparing every Whimset order and want your products to arrive in beautiful condition.
If an item arrives damaged, defective, incomplete, or different from what you ordered, please contact support@whimset.com as soon as possible—preferably within 48 hours of delivery.
Please include:
-
Your order number
-
A photograph of the complete product
-
Close-up photographs of the issue
-
Photographs of the packaging and shipping label
-
A brief description of the problem
Please keep the original packaging while we review your request. Our team will work with you on the most appropriate solution, which may include replacement parts, repair assistance, a replacement product, or a refund.
Customer Care
How can I contact Whimset?
For questions about products, orders, shipping, returns, or exchanges, please email:
Customer Service Hours:
Monday–Friday, 8:00 a.m.–4:00 p.m.
We typically respond within two business days and will be happy to assist you.