Store Policies

Returns & Exchanges

Every pillow cover is custom made-to-order for you in the specific size and finish you select. Some pillow cover sizes may be returned for a refund or exchange within 14 days of delivery with a 30% restocking fee (as per table below). If the item you wish to return or exchange is listed in the table below as eligible for return/exchange, please contact us to obtain return instructions.  

Fits Insert Size Finished Cover Size range (across middle) If made from in-stock fabrics* If made from special order fabric Sale, Clearance or Discounted items
Fits 12x18 insert 11x17 to 11.5x17 All sales final All sales final All sales final
Fits 12x20 insert 11x19 to 11.5x19 All sales final All sales final All sales final
Fits 12x24 insert 11x23 to 11.5x23 All sales final All sales final All sales final
Fits 14x18 insert 13x17 to 13.5x17 All sales final All sales final All sales final
Fits 14x20 insert 13x19 to 13.5x19 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 14x26 insert 13x25 to 13.5x25 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 14x36 insert 13x35 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 16x16 insert 15x15 to 15.5x15.5 All sales final All sales final All sales final
Fits 16x26 insert 15x24 to 15.5x25 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 18x18 insert 17x17 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 20x20 insert 18.5x18.5 to 19x19 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 22x22 insert 20x20 to 20.5x20.5  Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 24x24 insert 21.5x21.5 to 22x22 Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 26x26 insert 23x23 to 24x24  Return/exchanges within 14 days with 30% restocking fee All sales final All sales final
Fits 28x28 insert 25x25 to 26x26  Return/exchanges within 14 days with 30% restocking fee All sales final All sales final

* In-stock fabrics are patterns that are not labeled as "Special Order" or "Clearance" or otherwise discounted.

** Items made with extra customizations (such as fringe, braid, piping or other trim) or made in custom sizes/shapes per your request cannot be returned or exchanged.

*** Fabric swatches cannot be returned or exchanged.

For eligible returns, a refund of the product price minus a 30% restocking fee will be issued after receipt of the merchandise in its original unused condition. For exchanges, the restocking fee will be deducted from the return total and store credit in the form of a gift card will be issued for the remaining balance. Shipping amounts and rush fees are non-refundable. Return shipping is the buyer's responsibility. 

While we take the utmost care in photographing all products in natural light, computer monitors can show colors differently so please be aware the hues in the actual item may not be 100% identical. Swatches are available for only $1.45 each (includes USA shipping). If you are unsure of the color please contact us prior to purchase. We are also happy to take photos of different fabrics against each other so that you can compare the colors of different patterns before you make a purchase.

If you are returning an item, please use a trackable shipping service or purchase shipping insurance. If your return is lost or damaged in transit, no refund can be issued. No refunds will be given for returned merchandise that is used, dirty, excessively wrinkled or has cigarette odor. No refunds will be issued for unauthorized returns of items ineligible for return or exchange. Returns in violation of this policy will be sent back to you at your expense. Aloriam reserves the right to decline service to customers with a history of excessive returns and/or non-compliance with our store policies.

SPECIAL ORDER FABRICS TERMS OF SALE

No returns or exchanges are accepted on items made from special order fabrics. Special order fabrics are patterns that are purchased specifically to manufacture your order. Please order a swatch to verify color and texture before purchase. Please also read through the Pillow Cover Sizing Guide to ensure you are ordering the correct size.

No refunds will be issued for unauthorized returns of items made from special order fabrics. Returns in violation of this policy will be sent back to you at your expense or donated to charity.

Order Cancellations

Pillow covers made from in-stock fabrics may be cancelled and a full refund issued if the fabric has not been cut. Generally, production begins with cutting the fabric, within 3 to 6 hours of order receipt depending on order volume. If you cancel your order mid-production (after the fabric has been cut but before shipment), a 30% restocking fee will apply with the full shipping amount refundable. If you cancel your order after shipment, the regular return/exchange policy stated above applies and shipping is not refundable. 

For pillow covers made from special order fabrics, you can cancel your order with a full refund if the fabric has not been ordered or purchased. If the fabric has been purchased, we will make best efforts to cancel the order with our supplier. If this is not possible (e.g. if the supplier shipped the fabric), any restocking, cancellation or return postage fees levied by our supplier will be deducted from your order refund. No cancellation or refund is possible on special order fabrics after production begins because our suppliers do not accept returns on cut fabric.

Shipping Policy

Current order turnaround times are posted on each item’s page under the tab “Shipping”. If you are on a deadline and must have your order delivered by a specific date, please make a request at the time of order and we will do our best to make it happen.

All orders (with the exception of fabric samples) are shipped with tracking numbers to verify date and time of delivery. If your order is stolen from your premises after it had been scanned as delivered, Aloriam is not responsible for the theft and no refunds or replacements can be issued. It is buyer’s responsibility to provide a secure shipping address with a safe location for package deliveries. Our system automatically emails you a notification when your package is out for delivery, as well as when your order has been confirmed delivered, so that you can retrieve your package as quickly as possible. If you anticipate being away from your address (e.g. on vacation) during the expected delivery window, please alert us at the time of order so that your order can be held back from shipment until your return, and/or routed to an alternate address. Missing packages must be reported to us (orders@aloriam.com) within 72 hours of the carrier's delivery scan. Aloriam is not responsible for losses if your claim of non-delivery is not reported promptly. Carriers impose filing time limits on claims so it is essential that you alert us of non-receipt or damage promptly. 

Most orders under $100 are sent via the US postal service. If your address does not accept mail delivered by USPS and a courier such as UPS or Fedex must be used, it is buyer’s responsibility to notify us at the time of order.  

International buyers are responsible for any duties, taxes, VAT and other administrative brokerage or custom clearance fees that may be charged by your country and by the delivery carrier (post office, UPS, DHL, etc). These charges are not within Aloriam's control and are the buyer's responsibility. Please be aware that you may have to pay additional amounts to your government or carrier to receive your package. If you do not pick up your package, refuse delivery or fail to pay the duties, taxes, custom clearance or brokerage fees levied by your country and/or the carrier, your order will eventually be returned to us. At that point, we will give you the option to reship the package (additional postage to be invoiced) or cancel the order for a refund (with a deduction for the 2-way shipping cost and restocking fee). Buyer is responsible for 2-way round trip shipping incurred if delivery is refused and/or unpaid duties/fees/taxes cause the package to be returned to sender.

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