FAQ
WHAT MAKES PILLOWKATE DIFFERENT?
PillowKate is all about women and girls -- we make an essential fashion accessory for her with the understanding that less is more. Our value is in the uniqueness of our products which combines a variety of fabrics, materials, objects, colors, patterns, and design to create what we hope you need and will love. The ultimate compliment we hope to receive is you telling us how much you like our products and brand. You are paramount to our success, and we mean it.
HOW DO I CONTACT YOU?
Email us at info@pillowkate.com or fill out the Contact Us form
SHIPPING
Where do you ship?We only ship within the United States (U.S.). At this time, we do not offer international shipping. Please consider joining our mailing list and connecting with us on social media for updates on this.
When is my order shipped?
We ship within 48 business hours of the order being placed.
How long will it take to get my order?
All orders are usually processed and shipped within 48 business hours of being placed. Once your order ships, it should arrive between 2-6 business days depending on your location. Also, you will receive a confirmation email with a tracking number and instructions for tracking your package. In order to avoid any delays with your shipment, please double-check to ensure your shipping address is correct during checkout.
What shipping carriers do you use?
We use the United States Postal Service (USPS) to ship all packages.
What are the shipping rates?
We offer free standard shipping on all outbound orders within the U.S. states. Expedited shipping options are available with charges calculated at checkout.
How can I track my order?
Once your package has shipped, tracking information will be sent to the email address associated with your order. Please contact us at info@pillowkate.com after 3 business days if you have not received your tracking information.
Where's my package?
Typically, we ship within 48 business hours of the order being placed. Once your order ships, an email with the tracking information will be sent to the email address you provided for the order during checkout. This tracking information will tell you exactly where your package is. If you need further help, please email us.
RETURNS, EXCHANGES, AND REFUNDS
How do I return an item for a refund or make an exchange?
We try our best to make good products, and your satisfaction is very important to us. If for any reason you are completely unsatisfied, no-worries. Just return the item(s) within 30 days of when you received your order for a refund of the purchase price, plus any applicable taxes paid. The 30-day policy also applies to exchanges. Exchanges are a FINAL SALE. To make this process easier, please follow the instructions on the returns and exchanges card included with your package.
Please inspect your order upon arrival and contact us immediately if any of the item(s) are faulty, or if you receive the wrong item(s), so that we can evaluate and address promptly.
To be eligible for a refund, items returned must be in the same condition that you received it: unused, unwashed, undamaged, tags attached, and in its original packaging.
We will notify you once we’ve received and inspected your return. Items eligible for a refund will be credited back to the original form of payment within 5 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
CHANGES AND CANCELLATIONS
Can I change my order after it has been placed?
Depending on the stage of the order processing/shipment, this may be challenging. Please email us at info@pillowkate.com immediately upon realizing that your order needs to change for whatever reason. We will do our best to help you.
Can I cancel my order after it has been placed?
Please email us at info@pillowkate.com immediately you decide to cancel your order. We will do our best to help you.
GIFT CARDS
How do I purchase a gift card?
Gift cards come in several denominations. You can make your selections on the gift card product page and add to the shopping cart. Gift cards can only be purchased with payment options other than Paypal at checkout. Gift cards are delivered by email and contain instructions to redeem them at checkout. If buying a gift card for someone else, you will need to forward the gift card email to the recipient.
How do I redeem a gift card? How do gift cards work?
When making a purchase in our store, a customer can redeem the value of a gift card by entering its unique code at checkout. This code isn't case sensitive. A gift card holds a balance, which can be spent over more than one order. Gift card balances are applied to the total value of an order, which can include taxes and shipping.
When a customer redeems a gift card, the checkout displays one of the following options:
1) If the balance available on the gift card is greater than or equal to the order total, then the customer can click Complete order.
2) If the balance available on the gift card is less than the order total, then the customer is prompted to choose a second payment method for the balance before placing the order.
Note: Gift cards can only be used online. They are not redeemable for cash.
What do I do if I lose my gift card code, or need a balance update?
If a gift card code is lost or a balance update is needed, please email us at info@pillowkate.com with your request and provide the email address of the original customer who purchased the gift card. We will provide process your request within 48 hours.
OTHER
Do you charge taxes?We only charge standard sales taxes for North Carolina (U.S.) residents only.
Where can I buy PillowKate products?
Currently, we only sell online here at www.pillowkate.com
What are my payment options?
We accept Visa, MasterCard, Discover, American Express, and PayPal
How do I enter a discount code?
At the checkout page, there will a box where you can enter a discount code.
What is your privacy policy?
Please click here to read the policy