FAQ

 

Order+Payments


Please be sure to include your order number in the subject title when inquiring about your recent order. 
Ex: Subject line- Order#1234567


What currency does Willow & Clay use?
We are based in Los Angeles and all prices are displayed in US dollars(USD).


What form of payment do you take?
Visa
Mastercard
America Express
Discover
PayPal
Amazon Pay


What is the status of my order?
You will be receiving a confirmation email when your order ships along with a FedEx tracking number. Please keep in mind it can take up to 24 hours to track the status of your order. Should there be any items canceled or back ordered, we will notify you in a separate email.
Please make sure to include your order number for us to be able to find your order in our systems. 


Can I change or cancel my orders after placed?
Unfortunately, once an order has been placed we will not be able to make any changes. Please email us at customerservice@willowandclay.com immediately after placing an order and we will do our best to change/cancel the order before it ships. However, if your order has been shipped; we will not be able to cancel.


What if I received a damaged product?
Please contact us right away at customerservice@willowandclay.com and we will take care of it right away.


What if my package is lost?
If your package has been lost in transit please reach out to us immediately. Once an order has been delivered to the correct shipping address, we cannot be held responsible for lost or stolen packages.
 


Returns+Payments


What is your return policy?
We accept merchandise in new condition with original tags attached, unworn, and unwashed garment for a full refund. You have 15 calendar days from the day you receive your order to postmark your items for returns.


What if my return is past 15 days?
Any returns postmarked more than 15 days from the delivery date are ineligible for return. Returns postmarked within 30 days will be eligible for credit.


What if I need to exchange something for a different size or color?
Unfortunately, we are unable to process exchanges. If you would like to exchange something for a different size or color please return the original item for a full return.


When will I get my refund?
When we receive your return, please allow 2-3 business days for your return to be processed and 5-10 business days for your bank to post the refund to your account. We will then send you an email letting you know your refund has been processed.


How do I return an order from within the US?
For US customers, we include a pre-paid label to make it simple as possible.
How to return to Willow & Clay:
1. Include all unwanted items.
2. Stick return label on the mailer and include the packing slip inside the mailer.
3. Take your return to the closest FedEx or you can schedule a pickup.
* Please only send returns using our pre-paid return labels so that we can track your return. We will not refund a lost return that was not sent with our label. 
 


Shipping
 


Who is our carrier?
We ship items through FedEx


How much does shipping cost in the US?
We offer free ground shipping on orders over $125 (before tax and after discounts) within the continental US, any order under $125 cost $10 for ground shipping.


How fast is your shipping?
Most orders are shipped within 24 hours of purchase from our Los Angeles warehouse pending availability and credit verification. Once your order has been shipped, we estimate delivery within 2-6 business days of its ship date.


Do you offer expedited shipping?
Yes. We offer both 2nd day and overnight shipping for orders within the US. You can select which method at checkout. This shipping cost is non-refundable. The order has to be placed by 1 pm PST in order to expedite shipping.
Orders are processed and shipped Monday-Friday only. Orders are not processed or shipped on the weekends or U.S. holidays, and we do not offer Saturday delivery for expedited shipping options.
Please see below for the FedEx Shipping Costs:


Sale


What does it mean when an item is marked Final Sale?
All items that are marked final sale have been marked down in price and cannot be returned for a refund or exchanged for a different size, color or style.
We do understand that buying Final Sale items can be difficult, so please contact us before placing your order if you have any questions regarding sizing, fabric, or fit.


Can I return an item marked Final Sale?
All items marked final sale will not be eligible for any type of return. If you send back an item marked final sale we will not process the return and will automatically send back the package to you once our warehouse gets it.


What if I received a damaged item that was marked Final Sale?
If this happens please contact us right away at customerservice@willowandclay.com and we will take care of it right away.


Something I ordered is now on sale. Will you price match?
Willow & Clay will honor price adjustments for items purchased within 7 days. Items not purchased at full price will not be honored.


 Sizing


How do I know which size will fit me best?
Our size guide serves as a general guideline in helping you find your Willow & Clay size.   We have a wide selection of silhouettes and product categories that will vary in fit. If you have any questions about a specific style fit/measurement please contact us at customerservice@willowandclay.com and we will be happy to help.
*Please be sure to include your bust, waist, and high/low hip measurements.


Contact us for additional inquiries!
Feel free to contact us with any questions or concerns; we'd love to chat.
Phone: 323.277.1470
Email: customerservice@willowandclay.com
Wholesale: wholesale@willowandclay.com
Press: press@willowandclay.com


Mail us:
Willow & Clay
ATTN: Customer Service
4950 E. 49th Street
Vernon CA, 90058
 

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