FAQ
QUESTIONS ABOUT ORDERS
What is the status of my order?
You will receive updates via email when your order is placed, shipped, and delivered. If you’re wondering about the status of your order, check your shipping confirmation email for the tracking number, or email us at orders@shopwillow.com (please include your order number!)
Can I change or cancel my order once it has been placed?
If you need to change or cancel your order, please email orders@shopwillow.com immediately. We generally process orders within 24 hours, and once our warehouse has processed your order, we will be unable to make any changes.
What do I do if I receive a damaged item?
Please contact us right away at orders@shopwillow.com and include your order number.
What should I do if my package is lost?
Please contact us right away at orders@shopwillow.com and include your order number.
For more information about orders and payments, please visit our Orders & Payments page.
QUESTIONS ABOUT RETURNS
What is your return policy?
If you're not satisfied with your purchase, you have 15 calendar days from the date your package was delivered to initiate and postmark a return.
Please ensure merchandise is returned new, unworn, and with WILLOW tags attached to be eligible for a refund. Returns postmarked past the 15 day return window are eligible for store credit only.
Sale items purchased using a discount code and marked "FINAL SALE" are not eligible for a refund or for store credit.
How do I initiate a return?
To initiate a return: email orders@shopwillow.com and include your order number, the item(s) you wish to return, and the reason for your return. We will provide a prepaid shipping label for your return.
What if I need to exchange something for a different size or color?
Unfortunately, we are unable to process exchanges at this time. You can return your order for a refund and place a new order for the style you’d like instead.
When will I receive my refund?
Once your return package arrives in our warehouse, we will process your return.
Returns are processed within 2-3 business days of receipt of return package. Refunds will be issued to your original form of payment for the value of the returned merchandise and any sales tax incurred. Please allow 5-10 business days for your refund to reflect on your account statement. Refunds will not be made for shipping costs.
Please note: we reserve the right to deny a refund on any items returned in poor condition.
For more information about returns, please visit our Shipping & Returns page.
QUESTIONS ABOUT SIZING
How do I know which size will fit best?
Visit our Size Guide page for a general guide to WILLOW sizing. In addition, each product description includes details about sizing and fit. If you have questions about a specific style, reach out to us at orders@shopwillow.com and we’ll be happy to help!
MORE QUESTIONS?
We're always here for you!
Email us anytime at orders@shopwillow.com - we love to help you shop!