Shipping & Returns
Shipping Policy
Each pair of Willows is hand assembled -- please allow us 2 business days to pair your crystals, balance your chains, clean your lenses, and wrap them with care.
U.S. Shipping
Free standard ground shipping on orders over $80. Expedited options — including USPS Priority Mail Express, UPS Ground, and UPS 2nd Day Air — are available at checkout. Estimated delivery dates are shown at checkout.
International Shipping
We ship worldwide via DHL Express Worldwide and to select countries via USPS Economy International. Estimated delivery dates are shown at checkout.
Customs & Duties
International customers are responsible for any customs duties, VAT, or local taxes upon delivery. These charges are set by your country's customs office and are not collected by Willows at checkout — please check with your local customs office if you have questions before ordering.
Tracking
You'll receive a tracking number by email as soon as your order ships.
Returns to Sender
If a shipment is returned to us due to an incorrect or incomplete address, the cost to reship will be the customer's responsibility.
Preorders
We offer preorders from time to time. The expected ship date will always be listed on the product page.
Returns & Refunds
Every pair of Willows is assembled by hand — and we stand behind every one. If something isn't right, we'll make it right.
Our Policy
You have 14 days after receiving your order to request a return. Once approved, you have another 14 days to ship it back to us.
Eligibility
Items must be returned in original, unworn condition. Because crystals and lenses are both delicate, please use the original packaging and bubble wrap that came with your order — crystals can scratch lenses in transit if they're not packed with care. Returns that arrive damaged cannot be refunded.
How to Start a Return
Starting a return takes just a minute:
- Log in to My Account to get started.
- Locate your order and select Request a Return.
- Once approved, you'll receive instructions on how to send your item back.
Prefer to reach out directly? You can also initiate a return through our Contact Us form at the bottom of any page and we'll get you sorted.
Items sent back without an approved return request will not be accepted.
For U.S. customers, we'll provide a prepaid return shipping label and deduct $5 from your refund. International customers are responsible for return shipping costs.
Damages & Issues
Please inspect your order when it arrives. If something is defective, damaged, or not what you ordered, contact us right away and we'll take care of it.
Exceptions
Final sale items (e.g., limited edition styles) and gift cards cannot be returned.
Exchanges
The fastest way to get what you want is to return your current item and place a new order once the return is accepted.
EU Customers
If your order is shipping into the European Union, you have the right to cancel or return within 14 days of receipt, for any reason. Items must be in original, unworn condition with tags and original packaging. Proof of purchase required.
Refunds
We typically process returns within 5 business days of receiving them. You'll hear from us once we've inspected your item.
U.S. customers: Refund issued minus $5 for the return label.
International customers: Full refund issued.
Once approved, please allow 5–10 business days for the refund to appear depending on your bank or card provider. If it's been more than 15 business days, reach out and we'll look into it.