FAQ's

Orders

What is the status of my order?

Once your order has been dispatched, a shipment confirmation email will be sent out that will include a FedEx tracking number. Please note, it can take up to 24 hours to track the status of your order. Should there be any items canceled or on back order, we will notify you in a separate email.

Can I change or cancel my order once it has been placed?

Unfortunately, once an order has been placed we will not be able to make any changes.

What if I received a damaged product?

Please contact us right away at orders@shopwillow.com and we will take care of it right away.

What if my package is lost?

If your package has been lost in transit, please reach out to us immediately at orders@shopwillow.com.

Returns

What is your return policy?

If for any reason you are not satisfied with your purchase, you have 15 days from the date the package arrives to initiate a return. Please ensure merchandise is returned new, unused and with Willow tags attached for full refund. Returns postmarked past the 15 day return window will only be eligible for store credit.

To initiate your return, please email us at orders@shopwillow.com. Please be sure to include your order number and reason for 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 get my refund?

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.

Shipping

Which carrier(s) are used to ship out my order?

We ship all domestic and international orders via FedEx.

Where can I receive my order?

We ship to a valid US address. FedEx is unable to ship to APO/PO boxes.

How much does shipping cost within the US?

We offer Free Standard Shipping on all orders within the continental United States. We offer expedited shipping via FedEx 2-Day at a flat rate of $25.

Sale

Can I return an item marked Final Sale?

All items marked FINAL SALE will not be eligible for refund or store credit. 

What if I received a damaged item that was marked Final Sale?

If any garment you receive is damaged, please be sure to contact us right away at orders@shopwillow.com.

Something I ordered is now on sale. Will you price match?

Willow will honor price adjustments for full-priced items purchased within 5 days prior to the start of a sale. Our price adjustment policy does not apply for items purchased at markdown.

Sizing

How do I know which size will fit me best?

Our size guide serves as a general guideline in helping you find your Willow size. We have a wide selection of silhouettes and product categories that will vary in fit. If you have any questions regarding a specific style, please contact us at orders@shopwillow.com and we will be happy to help.


Contact us for additional inquiries!

Feel free to contact us with any questions or concerns; we'd love to chat.

Phone: (323) 277-1470, Monday-Friday, 9:00-5:00 PM PST

Emailorders@shopwillow.com

Wholesaleorders@shopwillow.com

Press: willowfam@shopwillow.com