Shipping and Return Policy
ORDER TURNAROUND TIME
Unless a product is unexpectedly out of stock, all orders are shipped within 1-7 business days (this excludes weekends + holidays). For orders requiring next day delivery, you will need to select that option at checkout. *All other shipping options simply indicate transit and not delivery timing*. Should shipping of your order, for any reason, be delayed more than 3 business days, for standard, we will let you know.
You can expect a shipping confirmation email from us once your order goes out. This email is sent to the email on your account or the one you include at checkout so please be sure this is correct if you wish to receive order confirmations. Using the link included, you may request updates through our shipping service provider to receive notice of any delivery exceptions, delivery confirmation, etc.
ORDER NOT RECEIVED / INCORRECT ADDRESS:
We are not responsible for lost shipments shown as "delivered" in the tracking info. However, we will do our best to work with you should such points of confusion arise. If your building is not secure, we suggest requesting a required signature for delivery. Please contact our Support team at firstname.lastname@example.org to arrange this type of delivery service as we do not include this service with standard shipping.
If a shipment was sent to an incorrectly entered address, the cost to reship is the sole responsibility of the ordering party.
We will do our best to remedy incorrect addresses if you call or email us immediately. As shipping turnaround can be pretty immediate, it is difficult to ensure this can be done in all cases.
All countries outside of the US are considered Non-Resident Duties Unpaid (NRDUP) and may be subject to additional duties and taxes and fees from customs in the destination country. The recipient is liable for all import duties, customs and taxes and fees levied by the destination country. Payment is necessary to release the order from customs on arrival. If a shipment is held in Customs or returned to us due to customer refusal, the cost of shipping + all other fees incurred by Willow & Oak will be debited from the customer's refund.
If you receive a damaged item, contact us immediately by emailing email@example.com. We will replace any damaged item/s provided they are reported with photos and within 48 hours of order delivery, this is excluding limited edition products as they may not be available.
Damaged shipments will require evidence in order to file a claim with the carrier so please take clear photos of the damage upon receiving (before unpacking).