Help Center

Need help?

We’re here to make your shopping experience simple and stress-free. If you can’t find what you’re looking for, contact us at sale5@directwicker.com.

 

Orders & Payments

1) Can I change or cancel my order?
Orders may be canceled before shipment. Once an order has shipped, it cannot be canceled.
To request changes or cancellation, email sale5@directwicker.com with your order number as soon as possible.

2) Do you offer pre-orders, deposits, or installment payments?
Yes. Some products may be available as pre-orders or may require a deposit, and installment options may be available at checkout through third-party providers.
For full details, please review our Purchase Options & Cancellations Policy.

3) Is my payment information secure?
Yes. Payments are processed securely through trusted payment providers. Direct Wicker does not store full payment card numbers.

 

Shipping & Delivery

4) Where do you ship?
We currently ship within the United States only.

5) How long does shipping take?
Processing time is typically 1–3 business days (excluding weekends and holidays).
Estimated delivery times after shipment:

• Small items: 2–5 business days
  
• Large items: 4–10 business days

Delivery times may vary based on location and carrier conditions.

6) What type of delivery do you offer?
Standard delivery is curbside delivery. This means the carrier delivers to the curb or building entrance.
We do not offer in-home delivery, upstairs delivery, or assembly unless explicitly stated on the product page.

7) Do I need to be home to receive delivery?
Yes—especially for large items.
Please ensure someone is available to receive the delivery. Missed appointments or failed deliveries may result in additional fees.

8) Will I receive tracking information?
Yes. Once your order ships, you’ll receive a shipping confirmation email with tracking details. Tracking may take 24–48 hours to update after the label is created.

9) Can I change my address after ordering?
Address changes may be possible before shipment. Once the package is in transit, changes may not be possible.
Please double-check your shipping address at checkout.

 

Returns & Refunds

10) What is your return policy?
We accept return requests within 30 days of delivery for eligible items. Items must be new, unused, uninstalled, and returned in original packaging with all components.
An RMA (Return Authorization Number) is required before returning any item.

11) Are there items that cannot be returned?
Yes. We do not accept returns for:

• Final Sale/Clearance items
  
• Gift cards
  
• Items that have been used, installed, assembled, or damaged after delivery

We do not accept returns for assembled items.

12) Do you charge return shipping or restocking fees?

• If the return is due to our error (wrong item, damage, defect), we cover return shipping (if a return is required).
  
• For customer-initiated returns, return shipping fees may apply.
  
• For large/oversized items, a 15% restocking fee may apply.
  
• Original shipping fees (if any) are not refundable.

13) What if my item arrives damaged or incorrect?
Please inspect your order upon delivery. If your item is damaged, defective, or incorrect, contact us within 48 hours with photos of:

• The item and the issue
  
• The outer packaging and shipping label

14) When will I receive my refund?
Once your return is received and inspected, approved refunds are issued to the original payment method within 3–10 business days, depending on your payment provider.

15) What happens if I refuse delivery or miss the delivery appointment?
If delivery is refused or fails due to an incorrect address, missed appointment, or unavailable recipient, the shipment may be returned to us.
Carrier return shipping, handling, storage, and related fees may be deducted from your refund. A 15% restocking fee may also apply for large items.

 

Still Need Help?

Email us at sale5@directwicker.com and include your order number for faster support.