Frequently Asked Questions

We accept all major credit cards (Visa, Mastercard, American Express), Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely in Canadian dollars.

Yes, free of charge until we place your order with our supplier, usually by the next business morning. Email hello@willowanddoveshop.com as soon as you can. Framed art can be cancelled free of charge until production starts; after that, the studio charges 20% to cancel.

Yes! Willow & Dove gift cards are available in amounts from $50 to $500 CAD. Gift cards never expire and can be used on any order. Purchase a gift card here.

Absolutely. Our store is powered by Shopify, which uses industry-standard SSL encryption and is PCI DSS compliant. We never store your full credit card information.

Across Canada, shipping is free on orders of $250 or more, including large rugs. Under $250 it's $19.99, and under $100 it's $29.99. Framed art ships by size, from $29 in Ontario and $39 elsewhere in Canada. Small and Medium pieces ship free on orders of $1,000 or more, and art-only orders can be picked up free in Burlington. See our Shipping page for details.

Rugs, pillows, throws and lighting ship from our supplier within 2–3 weeks (a few items can take up to 5), then take a few business days in transit. Large rugs (9 ft wide and up) travel by freight to your threshold, so allow about a week more. Framed art is made to order in Ontario: allow 3–4 weeks, then a few business days for delivery. We don't offer expedited shipping.

Yes: rugs, pillows, throws, lighting and decor ship to the contiguous US from US warehouses within 1–3 weeks (Global Views pieces 3–4 weeks). It's a US shipment, so there are no duties or border fees, and US prices are in US dollars. US shipping is C$39.99, free on orders of C$500 or more; rugs 9 ft wide and up are C$249 per order by freight. Framed art ships within Canada only, and our one-of-a-kind antique rugs are sold by enquiry.

Yes, by quote. Checkout can't offer a rate for northern addresses yet, so email hello@willowanddoveshop.com with the pieces you'd like and your community, and we'll send a delivery quote and a secure payment link.

Once your order ships, you'll receive a confirmation email with a tracking number. You can also track your order from your account page. If you checked out as a guest, use the tracking link in your shipping email.

We'll replace it or refund it in full, including shipping. Tell us within 5 business days of delivery (framed art: within 3 business days) at hello@willowanddoveshop.com, with photos of the damage and of the packaging, and keep the packaging until we've sorted it out. For freight deliveries, note any visible damage on the driver's receipt before you sign.

All sales are final. Every piece ships directly from our supplier's warehouse or the artist's studio, so we can't accept change-of-mind returns or exchanges. Please check sizes, colours and details before you order, and ask us if you're unsure. If something arrives damaged, defective or isn't what you ordered, we'll replace it or refund it in full, including shipping. See our return policy for details.

Email hello@willowanddoveshop.com within 5 business days of delivery (framed art: within 3 business days) with your order number and photos of the item and of the packaging, including the box and shipping label. Keep all the packaging until we've sorted it out. We'll replace the item or refund it in full, including shipping.

Standard pieces can be cancelled free until we place your order with our supplier, usually by the next business morning; after that the order is final. Framed art can be cancelled free until production starts; after that, the studio charges 20% to cancel, deducted from your refund.

Rug sizing makes or breaks a room. As a general rule: in a living room, all front legs of furniture should sit on the rug. In a bedroom, the rug should extend at least 24" beyond each side of the bed. Check out our Rug Sizing Guide for room-by-room recommendations with diagrams.

Yes. Most of our handmade rugs come as an 18″ × 18″ sample for $69, shipped free in Canada and the US. Order it from the rug's page, and if you buy the full-size rug within 60 days, code SAMPLE15 takes 15% off. Samples are final sale, like everything in the shop.

We do our best to ensure accurate colour representation, but screens vary. Colours may appear slightly different in person depending on your lighting. If colour accuracy is critical, we recommend ordering a sample or consulting our team before purchasing.

Our rug collection spans a wide range of materials including wool, jute, cotton, polypropylene, and silk blends. Each product listing includes full material and construction details. For guidance on which material suits your lifestyle, visit our Rug Buying Guide.

Yes — a quality rug pad extends the life of your rug, prevents slipping, and protects your floors. We recommend a rug pad cut 2" smaller than your rug on all sides. We carry a selection of rug pads suited to different floor types.

Willow & Dove Shop is Canadian owned and run by the team behind Willow & Dove Studios, a home staging company in Durham Region. The shop carries the rugs, lighting and art we reach for when we stage homes. Read our story.

Every product is hand-curated by our team. We work with established makers and art studios and review thousands of products to select pieces that meet our standards for quality, aesthetic, and value. We only carry what we would personally use in our own homes.

Yes — we welcome trade professionals. Contact us at hello@willowanddoveshop.com with your business name and designer credentials to inquire about our trade program.

The best way to reach us is by email at hello@willowanddoveshop.com. You can also use our Contact page. We aim to respond to all inquiries within one business day.