FAQ + Shipping

Care

Hand washing and air drying your Belgian linen pillows is easy and helps maintain their quality. Start by removing the pillow insert to keep it dry. Turn the pillow cover inside out to protect the fabric, then soak it in cold or lukewarm water with a mild detergent, like LeBlanc Linen Wash. Gently agitate the cover to loosen stains, avoiding harsh scrubbing. Rinse thoroughly and press out excess water, but do not wring it, as it can damage the linen.

To air dry, lay the pillow cover flat on a towel or drying rack. Avoid hanging it, as that could stretch the fabric. Once dry, smooth the cover with your hands or iron it on a low setting with steam for a neat finish. Finally, insert the pillow insert, adjust the corners, and fluff to restore its shape. Your pillow will stay soft and beautiful, maintaining its luxurious texture.

Dry cleaning- We recommend dry cleaning with a professional you trust!

Shipping & Returns Policy

Thank you for shopping with Thread! We take great pride in providing you with high-quality, custom-made pillows and fabrics. Please review our shipping and returns policy below to ensure a smooth shopping experience.

Shipping Policy

We are committed to delivering your custom pillows and fabric in a timely and efficient manner. Please read the details regarding our shipping process:

  1. Processing Time

    • Our custom pillows are made to order, so please allow 2-3 weeks for processing before shipment. This processing time includes fabric selection, cutting, stitching, and quality control.
    • For fabric orders, processing time may vary based on availability, and you will be notified if there are any delays.

  2. Shipping Methods & Rates

    • We offer standard shipping and expedited shipping options. Shipping costs are currently a flat rate of $10 per order.
    • We currently ship to the United States. If you are outside of these regions, please contact us at sales@threadbyeden.com for a custom shipping quote.

  3. Order Tracking

    • Once your order has been shipped, you will receive a shipping confirmation email with a tracking number so you can follow your package’s journey.

  4. Shipping Delays

    • Please note that delivery times may vary due to unforeseen circumstances such as weather, holidays, or carrier delays. We are not responsible for delays caused by the shipping carrier.

Returns & Exchanges Policy

We strive for excellence in craftsmanship and customer satisfaction, but due to the custom nature of our products, we have specific policies regarding returns and exchanges.

  1. Custom Products

    • Custom pillows are made to order based on your specific design and preferences. As such, custom pillows are non-refundable and cannot be returned or exchanged unless there is a manufacturing defect or error on our part.
    • Please double-check your order for accuracy, including fabric choices, dimensions, and any customization details, before completing your purchase.

  2. Damaged or Defective Items

    • If your order arrives damaged or defective, please contact us within 24 hours of receipt with a detailed description and photos of the issue. We will provide instructions for returning the item and arrange for a replacement or repair.
    • If your custom pillow is defective due to a manufacturing error (e.g., incorrect stitching, fabric quality), we will work with you to correct the issue.

  3. Return Shipping

    • The customer is responsible for all return shipping fees unless the product is damaged or defective upon arrival. In the case of a defective product, we will cover the cost of return shipping.

  4. Exchanges

    • For non-custom products, exchanges are available for items of equal or lesser value. The customer will be responsible for shipping costs associated with the exchange.

How to Request a Return or Exchange

If you need to return or exchange a non-custom item, please contact our customer service team at sales@threadbyeden.com. Provide the following details:

  • Order number
  • Item(s) you wish to return or exchange
  • Reason for return or exchange
  • Photos of any defective or damaged items

We will guide you through the next steps, including how to ship the item back to us.

Important Notes

  • Custom Orders: Once your custom pillow order is in production, changes cannot be made. Please ensure that all information (size, color, fabric, etc.) is accurate before confirming your order.
  • Sale Items: Sale and clearance items are not eligible for returns or exchanges, unless they are defective.
  • International Orders: Please note that international orders may be subject to additional customs fees or import taxes, which are the responsibility of the buyer.

Contact Us

If you have any questions or concerns regarding our Shipping & Returns Policy, please don’t hesitate to reach out to us. Our customer support team is available at:

Email: sales@threadbyeden.com
Business Hours: M-Thurs 8am-5pm

Thank you for choosing Thread by Eden & Co! We appreciate your business and are committed to delivering beautiful, high-quality products made just for you.