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CUSTOMER SERVICE

FAQ

If you do not see an answer to your question, please let us know through the Contact Us form. Thanks!

 


 

Products

 

Can I view the furniture in person?

We'd love to see you in our San José, CA studio and showroom! If you are interested in visiting, please email info@willosanfrancisco.com ahead of time.

 

Can I customize a product?

Sorry, we currently do not offer product customization.

 

How can I receive replacement parts?

If you need any replacement parts please email us at info@willosanfrancisco.com.  Be sure to tell us which product(s) and part(s) you need and your street address. Shipping is on us!

 

My cabinet doors are crooked or have gaps in between them. Can I fix them?

All of our doors are secured with adjustable cup-hinges. By adjusting the screws on the hinges you can customize the cupboard doors to your preferred fit. 

 

Can I get another copy of the assembly instructions?

All product assembly instructions are available to view at: https://www.pinterest.com/willosf/assembly-instructions

 

 

Shipping

 

What additional services does FedEx Home Delivery® provide?

To view FedEx Home Delivery’s® additional services, go to: http://www.fedex.com/us/fedex/shippingservices/package/home_delivery.html

 

How do I check the status of my order?

You will receive an email containing your tracking number after the shipping company has processed your order. Please use the links below to view your order progress:

Carrier: https://harmony.myseko.com/Track/Result/

FedEx: https://www.fedex.com/apps/fedextrack/?cntry_code=in

 

Can I cancel my order?

Yes:

For items that ship in about 1 week, cancellation fees apply if the order is already in transit.

For items that ship in about 12 weeks, cancellation is free within the first 14 days after ordering. Cancellation fees apply after these first 14 days.

 

From where does my order ship?

Your order will ship from San José, CA. 

 

Can I upgrade to White Glove delivery after my order has shipped?

Depending on the circumstances it may be possible to upgrade to White Glove Delivery. For more information, please contact info@willosanfrancisco.com

 

What if I change my mind about an order; for example, I want to change the finish or fabric colors of an item. What is your policy?

We handle change requests differently depending on the estimated time before shipping.

      • For items/options that are labeled "around 1 week" at the time of the initial order, changes are not available after the order has been placed
      • For items that are labeled "around 12 weeks" at the time of the initial order, changes are free within 14 days of the order.

If you would like to submit an alteration to your order, please contact us at info@willosanfrancisco.com. Be sure to include the product and finish you would like to change from and to, and your order number.

 

 

Delivery

 

Who will call me to set up an appointment?

If your order is arriving via carrier, they will contact you to schedule a 4-hour delivery window.

If your order is arriving via FedEx and you want to set up an appointment, please go to http://www.fedex.com/us/fedex/shippingservices/package/home_delivery.html to see their additional services. These services will be an added cost payable by you.

 

 

Contact

 

How can I contact you?

We’d love to hear from you. For all questions/comments you can reach us at info@willosanfrancisco.com or by calling 408.271.5028.

 

Can I apply to work at willo?

You sure can! The Maria Yee Design Studio is always looking for dedicated and innovative people. Send us your resume at info@willosanfrancisco.com!