Shipping + Returns


SHIPPING INFORMATION

Orders placed before 2 PM PST Monday - Friday are processed the same business day. Orders placed after 2 PM PST, on a weekend, or holiday will be processed the following business day.

We ship from sunny Los Angeles, CA. Please keep in mind that it can take 5-7 business days for you to receive your order from the date it was shipped; not the date you placed your order. When we ship your order, you'll receive a shipping notification email with tracking information.

Please ensure your address is entered correctly during checkout! Once your order is processed, we are unable to redirect the shipment of your package.

Shipping Options & Rates

Domestic (United States): Standard Shipping (3-7 Business Days)

  • Orders over $100: FREE
  • Orders under $100: $15 

International:

  • FedEx International Economy®, FedEx International Priority®, and FedEx SmartPost® shipping options available - costs are calculated at checkout based on your location.

Please note: international orders are shipped with duties and taxes unpaid. Customs and import duties, fees, and taxes are the customer’s responsibility. If your package has been refused or rejected at customs for any reason, we are unable to refund original shipping costs and/or any taxes and duties incurred on the shipment.

We do not offer overnight shipping at this time.

Lost Shipment

If your package has been lost in transit, please contact us at orders@shopwillow.com as soon as possible. Once a package has been delivered to the correct address, we cannot be held responsible for lost or stolen packages.

Any other questions? Reach us at orders@shopwillow.com


RETURNS INFORMATION

If you're not satisfied with your purchase, you have 30 calendar days from the date your package was delivered to initiate a return. 

Please ensure merchandise is returned new, unworn, and with WILLOW tags attached to be eligible for a refund.

Sale items purchased using a discount code and marked "FINAL SALE" are not eligible for a refund or for store credit.

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. You have 30 calendar days from the date your return shipping label was issued to postmark your return package. We do not accept returns postmarked past 30 calendar days.

International Returns:

Please be advised that orders shipped outside the United States are subject to the below return policy:

 

  • Full-price items: the cost of return shipping will be deducted from the refund amount.
  • Sale items or items purchased using a discount code: international orders are not eligible for a return or refund.

Exchanges

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.

Refund Processing

Once your return package arrives in our warehouse, we will process your return within 7 - 10 business days. Refunds will be issued to your original form of payment for the value of the returned merchandise and any sales tax incurred. Refunds will not be made for shipping costs. Please allow an additional 5-10 business days for your refund to reflect on your account statement. 

Please note: we reserve the right to deny a refund on any items returned in poor condition.