Customer Service
Cancellations
Order Cancellations
Orders are processed immediately and may not be cancelled. Please contact us if you have any problems with your order, we are happy to help.
Our Policy
Our Policy
We want you to love your new products, but in the event it doesn’t work out, we accept returns and exchanges. Please contact us within 14 days of delivery.
Our return policy does not apply to the following goods: discounted or sale items, gift cards and personalized items. These items are not eligible for return, refund or exchange. In the event something doesn’t work out, please contact us within 14 days of delivery.
Returns
Returns
We will gladly accept merchandise that is unused; in the same condition it was received or defective merchandise within 30 days of delivery. All merchandise that is returned to us within 30 days of delivery will be issued a full refund. Unfortunately, we cannot accept returns after 30 days of delivery.
At this time we do not cover the cost of return shipping, but we hope to in the future.
Please make sure your returns are packaged properly so they don’t get destroyed in transit. Willow + Aspen is not responsible for any damage, lost or stolen items that occurs during transit.
eGiftcards cannot be returned. If you paid with an eGiftcard you will be issued a new eGiftcard in the amount of the credit.
Please see below for how to start the return or exchange process.
Returns Process
To initiate a return, please email us at willowaspen@willowaspen.com or fill out the form below. We require a proof of purchase or order number to accompany your return. Gift returns are handled the same way as regular returns, but we may need additional information. Once we receive your email, we will issue a return merchandise authorization number. We are unable to process returned merchandise that does not have a return merchandise authorization number.
You are responsible for paying for all shipping costs for your returned item. Shipping costs are non-refundable. You may return items with a trackable/insured shipping method. Please make sure your returns are packaged properly so they don’t get destroyed in transit. Willow + Aspen is not responsible for any damage, lost or stolen items that occurs during transit.
Upon arrival of your return to us, it can take up to one week for us to process your return. Please allow 1-3 business days for refunds to be received to the original method of payment once the return has been processed.
Refunds
Refunds
After we have received your valid return, we will send you an email to notify you that we have received your returned item and notify you of the acceptance or rejection of your return. This can take up to one week from receipt of delivery to our location. Once your return is accepted by us, we will provide one of the following: a credit to original method of payment or a non-transferable merchandise credit. Please allow 1-3 business days for refunds to be received to the original method of payment once the return has been processed.
Exchanges
Exchange Process
To initiate an exchange, please email us at willowaspen@willowaspen.com or fill out the form below. We require a proof of purchase or order number to accompany your exchange. Please indicate the type of exchange you’d like to make in email and fill out your exchange on your packing slip. Once we receive your email, we will issue a return merchandise authorization number. We are unable to process exchanged merchandise that does not have a return merchandise authorization number.
You are responsible for paying for all shipping costs for your exchanged item. Shipping costs are non-refundable. You may return items with a trackable/insured shipping. Please make sure your exchange is packaged properly so they don’t get destroyed in transit. Willow + Aspen is not responsible for any damage, lost or stolen items that occurs during transit.
Upon arrival of your exchange to us, it can take up to one week for us to process your exchange.
After we receive your valid exchange, we will send you an email to notify you that we have received your item. The exchange process can take up to one week from receipt of delivery to our location. Once the exchange process is complete, we will ship out your exchange within 2 business days, if the item is in stock. You will receive a shipping confirmation email and be re-issued a new tracking number.
For even exchanges we will waive the new shipping fee for your exchange to be sent back to you. For uneven exchanges, new shipping fees apply. If the exchanged item costs less than the item originally ordered, your original method of payment will be credited the price difference minus shipping. If the exchanged item costs more than the item originally ordered, your original method of payment will be charged the price difference minus shipping.
If you requested an item for exchange that we no longer have available, we will process it as a return. If this should happen, you’ll receive an email to notifying you of the details and you will receive a credit to your original method of payment. Please allow 1-3 business days for refunds to be received to the original method of payment once the return has been processed.
Any other questions?
Please contact us with any questions or if you just want to say hi. We are always here to help. Complete the form on our contact us page to contact our customer service team or send us an email at willowaspen@willowaspen.com. We will be in touch within 24-48 hours.