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- Frequently Asked Questions -
RETURNS & EXCHANGES
What is your return policy?
Our brand philosophy means we aim to uphold high standards of quality and customer satisfaction. We understand how important it is to find the perfect products for your home. We want to make sure you are 100% satisfied!
You may return any products within 100 days of your receipt of that particular product, subject to the conditions described below. Return shipping is free. Refunds will be issued in the form of the original payment.
We can only process returns for items purchased on the Sijo website. If you purchased our product from another retailer, please contact them directly for a return or exchange.
- Products must be in donation-acceptable condition to be eligible for return (e.g., no stains, tears or other soiling including odors).
- Products may not be returned from outside the continental United States or Hawaii.
- Customers may return a maximum of two (2) of each particular product per initial order, validated by a customer name or shipping address (i.e. please try a product first—we are happy to send you more later!)
- 100-night trial on our French Linen and Bamboo Lyocell bedding collections: If at least one of a particular product type is returned from an initial order, that customer or shipping address will not be eligible for additional 100-night trials on subsequent orders of that particular product (i.e. if you return a duvet cover set, you will not be eligible for 100-night trials on future duvet cover set orders).
- Orders including a free gift are also subject to a restocking fee if all items in your order are returned. This fee is equal to 10% of the order value.
How do I start a return?
We require that you contact us before sending anything back for a refund. Please e-mail email@example.com with your order number. For any authorized return, we’ll cover the return shipping for packages being shipped from the continental U.S. and Hawaii. You'll get a prepaid label from our Care Team by email once you contact us. Once your item(s) reach our facility, your refund will be processed within 10 business days.
Can I return a product purchased in a bundle?
Because we don’t offer direct exchanges, we suggest that you return your original purchase for a full refund before ordering a new size or color. You are welcome to return a single item in a bundle or an entire bundle.
What is your exchange policy?
We are not able to offer direct exchanges right now, so instead, we provide a combination of free shipping and free returns for all U.S. orders to make sure you receive the correct size and color. Simply contact us at firstname.lastname@example.org to initiate a return of your purchase and place a new order.
When can I expect my refund?
It takes our warehouse 1-2 weeks to receive and process your refund. We will send an email upon receiving the returned item(s) and processing your refund.
What if my item is damaged, defective, or incorrect?
If you have received a damaged, defective, or incorrect item, contact email@example.com with a photo of the damage or the wrong item you received, as well as your order number. We will take care of you!
ORDERS & SHIPPING
Can I change / cancel my order?
Once an order has been placed, we cannot edit your shipping address or the items within the order. Orders can be canceled within 1 hour of being placed by contacting firstname.lastname@example.org.
How long before my order ships?
All in-stock orders are processed within 1-2 business days. However, if you place an order after 12pm EST on a Friday, your order may not be processed until the following Monday. Please note that in heavy order volume times or holidays, this processing time may be extended.
What is your lost or stolen package policy?
Sijo is not held liable for packages stolen upon delivery. Should you want to increase security on your order, please contact email@example.com to request we add a signature requirement for the delivery of your package. This decreases the likelihood of stolen items.
For orders lost in transit, please contact your post office or delivery service before notifying us. We kindly ask that you have an incident number or similar identification of a claim with the post office or service before you reach out to us.
Can I mix and match styles in a bundle?
All French linen bedding and women’s loungewear and can be mixed and matched.
What forms of payment do you take?
We accept payments from Visa, MasterCard, Discover, and American Express as well as debit cards from over 50 countries. We also accept PayPal for U.S. customers.
What are you shipping options and how long do they take?
Domestic: we process all orders within 1-2 business days. Within the continental U.S., standard shipping takes 5-7 business days, while shipping to Alaska, Hawaii, U.S. Territories, and APO/DPO sites takes 2-4 weeks. We also offer two faster shipping options: expedited shipping takes 3-5 business days, priority shipping takes 1-2 business days.
International: we only offer standard shipping to international customers. Standard orders may take 14 business days to arrive, and may be subject to holds at customs.
How much does shipping cost?
We offer free standard U.S. shipping on orders over $35. Standard U.S. shipping for orders under $35 costs $5. Expedited U.S. shipping costs $19.98. Priority U.S. shipping costs $29.98. Standard international shipping costs $35 plus tax and duties based on your location and the value of your order.
Where is my order?
For all shipped packages, we will send you the tracking number in an email. You can also find the information by going to “View your order” in the order confirmation email.
What is a preorder, and when will my order ship?
We offer early access for certain new products. When you preorder these items, we will ship them out 1-2 business days after they become available at our warehouse. You can tell if you are purchasing an item that is on preorder on both the product page and at checkout. Once you have placed your order, you can double-check our estimated shipping date on the product page. We will be sure to send you a shipping confirmation email once the item leaves our warehouse.
Can I include a gift receipt with my order?
We do not offer separate gift receipt at this time. All orders arrive with a packing slip that omits the price of each item.
Can I get a price adjustment?
Items purchased at full price within 10 days of going on sale are eligible for a refund for the difference in price. Refunds will be applied to your original payment method within 10 business days.
How do I contact you?
Send us an email (firstname.lastname@example.org) and we will do our best to get back to you as soon as possible. You can also contact us by going to the support widget on our website. Please make sure to include any relevant details like an order number, account email, photos, or anything else that will help us answer your question.