FAQs

Payments

What payment options do you accept? We have many payment options you can use. You can use Visa, Mastercard, American Express, Discover, Sezzle and PayPal. If you wish, you can also use ShopPay, or Apple Pay.

How do I apply gift card codes or discount codes at checkout? Just enter your gift card or discount code at checkout in the area where it says “Gift Card or Discount Code” and click apply.

Help! My gift card/discount code isn’t working! We’re sorry your code isn’t working and we want to help make it right. Please email us at customerservice@thewillowtree.com or contact customer service at (256) 952-9220, from 9:00 a.m. to 5:00 p.m. Central Time!

Shipping

How long will it take to ship my order? Our Shipping Team works diligently to process orders quickly. Higher volume time periods, such as holidays, could result in increased shipping times. Should you ever need an order expedited or sent 2-day, please contact us directly at 256.952.9220!

Please note: Any orders placed on the weekends will be processed on Mondays.

Where is my order/shipping confirmation? After you place your order, you will receive an order confirmation. Once the mail carrier scans your package you will receive a shipping confirmation with a link to track your package!

Do you ship internationally? YES! We are proud to say that The Willow Tree now ships internationally! Shipping rates will be calculated at checkout. Please note: International orders often take a longer time to move through the shipping process once in the hands of the mail carrier. Please allow atleast 30 days for your order to arrive once it has left our warehouse.

I have an event soon and I would love to wear WT. Is express shipping an option? Expedited shipping is a possibility pending we are notified within 1 hour of the order being placed. Please CALL 256.952.9220 with your order number and the shipping request. If you have already received an email confirming that your package has shipped you can no longer change the address or shipping speed.

Do we offer local pickup? Yes we do offer local pickup for customers in the Gadsden/Rainbow City area at no additional charge ($0.00). Please be sure to select the Local Pickup option at checkout.

Please Note: Local pickup orders must be collected from The Willow Tree Warehouse and Distribution Center. Orders that have not been picked up within 60 days of fulfillment may be donated to a charity of our choice.

By selecting Local Pickup at checkout, you acknowledge and agree to this pickup policy.

Orders

Do you have a size guide or sizing information? Yes, we do! At the bottom of the home page, you will find our Models & Sizing Info page. Or you can search Model Info from the search bar. We also work diligently in our descriptions to be sure we are noting any useful sizing information. Check there for additional help!

How do I check my order status? Once your order has been shipped, you will receive a shipping confirmation email with a tracking number and a tracking page to watch the status of your order.

I decided to change something in my order and I'd like an adjustment or to cancel and try again. How do I do that? Once orders have been placed, we are unable to alter or cancel them in any way. In order to best serve our customers and ship orders in a timely manner, we cannot make adjustments prior to the package shipping out. However, we are always ready to help offer extra sizing information and advice. Never hesitate to reach out about the best way to handle your individual situation. Please contact us via Facebook, Instagram or customerservice@thewillowtree.com.

Returns/Refunds

Can I return/exchange my order from The Willow Tree? We hope you enjoy your order, but if you need to return an item, we’ll be happy to issue store credit in place of the item. Please visit here for our full Returns & Exchanges Policy.

Please send all returns to:

The Willow Tree Distribution Center

ATTN line: RETURNS

3049 Steele Station Road
Rainbow City, AL 35906

General

I have some questions about the items and the process! Please call us at (256) 952-9220 from 9:00 a.m. to 5:00 p.m. Central Time or email customerservice@thewillowtree.com so that we can answer any questions. We are excited to talk with you!

Do you offer local pick up? Yes, we do! Local Pick Up can be selected at the time of checkout. You will receive an email or app notification once your order is ready at The Willow Tree Warehouse and Distribution Center.

Please note: Local Pick Up orders will be donated to a charity of our choice after 60 days of fulfillment if not picked up from The Willow Tree Warehouse and Distribution Center.

Please note: If merchandise remains uncollected after one hundred fifty (150) calendar days, company will issue a final written notice to customer using the contact information provided at the time of sale. If customer fails to claim the merchandise within thirty (30) calendar days following issuance of the final notice(reaching the 180^th-day limit), customer explicitly agrees that the property shall be deemed irrevocably abandoned under Alabama law. Upon abandonment, Company reserves the full legal right to retain, resell, donate, or dispose of the property without further notice or financial accounting to customer. Customer waives all claims for conversion, accounting, or reimbursement regarding any abandoned property disposed of in accordance with this policy.

Do you have gift cards? Yes, we do! We have them in values of $25, $50, and $100. Gift cards can be purchased online, on the app or from a store. Gift cards expire one year from the date they were purchased.

Do you have an app? We do; we're so glad you asked :) The Willow Tree app can be downloaded for FREE from the Google Play or App Store. On the app, you can watch our daily live sales, easily shop all our products and view fit videos for each clothing piece. Make sure your push notifications are on for some surprise messages!

We are always available for questions at customerservice@thewillowtree.com or can be reached by Facebook/Instagram message. We are excited to speak with you!