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.

We process orders quickly. If you need to make a change, please contact us within 2 hours of placing your order at hello@willowanddoveshop.com. Once an order has been submitted to our supplier for fulfillment, we are unable to make changes.

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.

Yes — free standard shipping on all Canadian orders over $250 CAD. Orders under $250 have a flat rate of $15 CAD. We also ship to the United States; US shipping rates are calculated at checkout based on weight and destination.

Most in-stock items ship within 3–5 business days. Standard shipping typically takes an additional 5–10 business days within Canada. Expedited options are available at checkout. Large items (oversized rugs, certain lighting fixtures) may take 7–14 business days to ship.

Yes, we ship to the contiguous United States. US customers are responsible for any applicable customs duties or import taxes. Shipping rates and estimated delivery times are shown at checkout.

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.

Please inspect your order upon arrival. If anything is damaged, photograph the damage and contact us within 48 hours at hello@willowanddoveshop.com. We'll arrange a replacement or refund as quickly as possible.

We accept returns within 30 days of delivery for items in their original condition and packaging. Rugs must be unrolled and inspected on delivery — once a rug has been used in a space, we cannot accept it as a return. See our full Returns & Exchanges page for details.

Email us at hello@willowanddoveshop.com with your order number and reason for return. We'll send you a prepaid return label for defective or incorrectly shipped items. For change-of-mind returns, return shipping costs are the customer's responsibility.

Once we receive and inspect your return, refunds are processed within 3–5 business days. You'll receive a confirmation email. Depending on your bank, the refund may take an additional 5–10 business days to appear on your statement.

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.

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 is a Canadian-owned online home décor store founded by a team of curators with deep experience in interior design and home styling. We apply the same discerning eye to everything we carry — if it doesn't meet our standard, it doesn't make the cut. Read our full story.

Every product is hand-curated by our team. We work with trusted wholesale suppliers — primarily Surya and Celadon Art — 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.