Shipping policy

Effective Date: June 12, 2026

This Shipping & Delivery Policy (the "Policy") governs the shipment and delivery of products purchased from Willow ("Company," "we," "us," or "our") via our website, https://shopwillow.store/ (the "Site"). By placing an order for skincare, grooming, or hospitality products, you agree to be bound by the terms outlined herein.

1. Order Processing Times

All orders are processed within 1-3 business days. Orders are not shipped or delivered on weekends or holidays. If we are experiencing a high volume of orders, shipments may be delayed by a few days.

For high-volume bulk orders, including those intended for Airbnb or hospitality use, processing times may be extended. In such instances, the Company will notify the purchaser of the anticipated lead time.

2. Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout. We offer standard shipping options, and only expedited delivery for certain products.

Standard Shipping: Estimated delivery within 7 to 10 business days after processing.
Expedited Shipping: Estimated delivery within 3 to 5 business days after processing.

Please note that delivery timelines are estimates and are not guaranteed. Willow is not liable for delays caused by carrier service disruptions, weather conditions, or other external factors beyond our control.

3. B2B & Bulk Orders

For our hospitality partners (Airbnb hosts and hotel owners), shipping is available for bulk quantities of body care products, including shampoo, conditioner, and body wash. For large hospitality or bulk orders, please allow 5-10 business days for processing. Lead times for custom or very large quantities will be communicated at the time of order confirmation.

Logistics: Large orders may be shipped via freight or in multiple consignments.
Access: The customer is responsible for ensuring the delivery location is accessible to the carrier.
Discrepancies: Any discrepancies in quantity or damage to bulk shipments must be reported to the Company within 48 hours of delivery.

4. International Shipping Policy

We currently ship to [Insert Countries, e.g., USA and Canada]. Shipping rates and estimated delivery times for international orders vary by destination and will be calculated at checkout.

Duties and Taxes: Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Willow is not responsible for these charges if they are applied and are your responsibility as the customer and importer of record.

5. Shipping to P.O. Boxes

While we endeavor to accommodate all shipping addresses, certain carriers may have restrictions regarding delivery to P.O. Boxes. If a P.O. Box is provided and the carrier cannot complete the delivery, we will contact you for an alternative physical address.

6. Shipment Confirmation & Order Tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). Please allow 48 hours for the tracking information to become available.

If you have not received your order within 10 business days of receiving your shipping confirmation email, please contact us at our designated support email with your name and order number, and we will investigate the matter.

7. Risk of Loss

The risk of loss and title for all products purchased from Willow pass to the customer upon our delivery of the items to the shipping carrier. We are not responsible for packages that are lost or stolen after the carrier marks the package as "delivered." We recommend providing a secure delivery location.

8. Incorrect Shipping Information

The customer is responsible for ensuring that the shipping address entered at checkout is correct and complete. Willow is not responsible for orders shipped to an incorrect address provided by the customer. If a package is returned to us due to an incorrect or incomplete address, the customer will be responsible for the cost of re-shipping.

9. Damages

Willow is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim. Please save all packaging materials and damaged goods before filing a claim.

In the event that your order arrives damaged, please email us as soon as possible with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution. Please refer to our Refund & Return Policy for further details on hygiene-related restrictions.