Returns & Shipping

We hope you love your purchase! But if for any reason you need to return an item, we would love to accommodate you by offering an online store credit. This policy applies to purchases made through thewillowtree.com, The Willow Tree mobile app, and live sales.

Return Eligibility

To qualify for a return:

  • Items must be received by our warehouse within 30 days of the original ship date

  • Merchandise must be unworn, unwashed, unaltered, and in original condition

  • All original tags must be attached

  • Items must be free of stains, odors, makeup, pet hair, or damage

  • Shoes must be returned in their original shoe box with no signs of wear

Returns that do not meet these requirements will not be accepted. We will email you once the online store credit has been issued. Store credit will be applied for the price of the item and will not include any shipping charges. 

Store credit is not redeemable for cash except where required by law. We do not issue refunds to the original form of payment unless required by applicable law.

Final Sale Items (Non-Returnable)

The following items are Final Sale and are not eligible for return or exchange:

  • Items discounted 50% or more

  • Doorbusters and promotional markdowns marked “Final Sale”

  • Bodysuits

  • Undergarments

  • Beauty products

  • Food items

  • Face masks

  • Gift cards

How to Start a Return

To begin a return, please visit our Return Portal HERE

Enter your order number & email and  follow the guided steps to submit your request. Returns must be initiated through the portal within 30 days of the original ship date.

Return Address
The Willow Tree
ATTN: Returns
3049 Steele Station Road
Rainbow City, AL 35906

 

Return Shipping Cost: If Redo return coverage was purchased at checkout, return shipping is covered. Otherwise, return shipping is the responsibility of the customer. We recommend using a trackable shipping service. The Willow Tree is not liable for lost returns.

Exchanges: To request an exchange, select the desired size in the return portal. If available, we’ll ship the new size; if not, store credit will be issued. You’ll be notified by email. Requested exchanges cannot be guaranteed until your exchange is processed.

Processing: Returns are processed within 2-3 business days of receipt. Web purchases receive a gift card; app/live sale purchases receive app credit. You’ll be notified by email.

 

Damaged or Defective Items

If your item arrives damaged:

  • Email customerservice@thewillowtree.com within 3 days of delivery

  • Include your order number and clear photos

  • Once approved, the item must be returned within 7 days of communication

 

Shipping

  • FREE shipping on orders over $125 within the continental United States

  • Orders under $125 ship at a flat rate of $9.95

  • International, Hawaii, and Canada shipping rates are calculated at checkout (Please note: International orders often take a longer time to move through the shipping process. Please allow at least 30 days for delivery after it has left our warehouse.)

  • UPS does not deliver to PO Boxes

  • We are not responsible for delays caused by carriers, weather, lost packages or events beyond our control

  • Customers are responsible for entering accurate shipping information

The Willow Tree Boutique will ship to any address in the United States, but the address must be verified with the US Postal Service. We may not be held liable for incorrect shipping addresses entered during checkout. Please make sure the shipping address you enter is correct, where you want your package delivered, and includes all pertinent information (house number, suite number, or apartment number). 

 

If you have any concerns or questions regarding shipping or returns, please email us at customerservice@thewillowtree.com or call us at (256) 952-9220. We greatly appreciate your business!

This policy is governed by the laws of the State of Alabama.