FAQs

Payments

What payment options do you accept? We have many payment options you can use. You can use Visa, Mastercard, American Express, Discover, Venmo, and PayPal. If you wish, you can also use GPay, Shopify Pay, 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) 952-9215, from 9:30 a.m. to 5:30 p.m. Central Time!

Shipping

How long will it take to ship my order? Any orders placed before 2 p.m. Central Time will be shipped out that same day. Any other orders will be shipped out the next day and may take 2-3 business days depending on your location.

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 USPS 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!

Can I have my package redirected to a different address? Yes, as long as it’s within 30 minutes to 1 hour after you place your order. Just email customerservice@thewillowtree.com with your order number and the new shipping address. If you have already received an email confirming that your package has shipped you can no longer change the address.

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.

What size should I order? Please check the Models & Sizing Info page at the bottom of the home screen before ordering. In the description of each product, we note whether each piece is true-to-size.

Can I change or edit my order? Once you have submitted your order, you have up to 1 hour to cancel that order. If you have already received a shipping confirmation then that order can no longer be canceled.

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 keep trying to order something, but there’s an error message. Let’s help you get this figured out. Please email customer service at customerservice@thewillowtree.com.

Returns/Refunds

Can I return my order from The Willow Tree Boutique? We hope you enjoy your order, but if you need to return an item, we’ll be happy to give you a refund in the form of store credit. See more of our return policy here.

How long does it take to process a return? Once we have received your returned merchandise, it will be processed within 5-7 business days. You will be issued an electronic online store credit gift card and will be emailed once the online store credit has been issued.

My product isn’t what I expected. Can I exchange my order? If you would like to return or exchange your item, you will receive an online store credit once we have received and processed your return back to our warehouse. Please send all returns to:

3049 Steele Station Road
Rainbow City, AL 35906
ATTN line: RETURNS

General

I really love something you have in-store/online, but it’s not in stock. Please call us at (256) 952-9215 from 9:30 a.m. to 5:30 p.m. Central Time or email customerservice@thewillowtree.com so that we can check with another store to see if it's in stock and then ship out to you!

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

Do you have a physical store location? Yes, we do: in Centre, AL; Gadsden, AL; Jacksonville, AL; and Boaz, AL.