Have questions? We've got answers!
We've gathered answers to some of the most common questions to make your shopping experience at WILLOW as easy as possible.
Ordering & Payments
How do I place an order?
Simply browse our collections, add your favorite finds to your cart, and follow the checkout instructions to complete your purchase.
Can I change or cancel my order?
Need to make a change? Contact us as soon as possible! We'll do our best to accommodate your request, but orders that have already entered fulfillment or shipped may not be eligible for changes or cancellation.
What payment methods do you accept?
We accept the payment methods displayed at checkout. Available options may vary depending on your location.
Shipping & Delivery
How long does shipping take?
Processing and delivery times vary depending on the product and fulfillment location. You can find more information on our Shipping Information page and any product-specific shipping details.
Will all my items arrive together?
Not necessarily! Some products may ship from different fulfillment locations, meaning your order could arrive in separate packages.
How can I track my order?
Once your order ships, you'll receive a shipping confirmation email with tracking information when available. You can use the tracking link to follow your package's journey.
What if my order is delayed?
Occasional shipping delays can happen. If your order hasn't arrived within the expected delivery timeframe, please reach out to our customer care team so we can look into it.
Returns & Refunds
What is your return policy?
We want you to love your WILLOW finds!
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Within 14 days of delivery: Request a return for a full refund of eligible merchandise to your original payment method.
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Days 15–30 after delivery: Request a return for store credit on eligible merchandise.
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After 30 days: Standard returns are no longer accepted.
Items must meet our return eligibility requirements. Please visit our Returns & Refunds page for complete details.
How do I start a return?
Contact our customer care team with your order number and the item you'd like to return. We'll guide you through the next steps.
Do you offer exchanges?
We don't currently offer direct exchanges. If you'd prefer a different item, you can request an eligible return and place a new order.
What if my item arrives damaged or incorrect?
We're here to make it right! Contact us with your order number, a description of the issue, and photos if available so we can assist you.
Products & Availability
Will out-of-stock items be restocked?
Some favorites may return, while others may only be available for a limited time. Check back for updates and new arrivals.
Where can I find product measurements and details?
You'll find available dimensions, materials, features, and other important information on each product page. If you need additional details, feel free to reach out before ordering.
Are all WILLOW products natural or eco-friendly?
We offer a variety of thoughtfully selected products, including certain natural and plant-based alternatives. Specific ingredients, materials, and product information are provided when available. Not every product is natural, organic, or environmentally certified.