Contact information
We’re here to help 🤍
For questions about your order, returns, sizing, or tracking, please review our F.A.Q. first. It covers the most common questions and often provides the fastest answers.
If you still need assistance, email us at:
care@willowandember.co
Customer Support Hours
Monday–Friday
9:00 AM – 5:00 PM PST
We are closed on weekends. Messages sent Saturday or Sunday will be answered on the next business day.
🌿 Frequently Asked Questions
1. I didn’t receive an order confirmation.
Your confirmation email is sent immediately after checkout. If you don’t see it, please check your Promotions or Spam folders.
If it’s still missing, contact us with your full name and address — we’ll resend it right away.
2. How long does shipping take?
Each Willow & Ember piece is handmade, so we allow a little extra time to prepare your order.
Due to high holiday demand, all orders are currently shipping from our international studio.
- Processing Time: 1–3 business days
- Shipping Time: 10–14 business days to the U.S., Canada, UK, Australia, and New Zealand
- Customs: May add 2–3 business days
- A tracking link will be emailed once your package ships.
3. How do I track my order?
Your tracking number is emailed as soon as your order ships. Tracking may take 24–48 hours to update while the carrier scans the package.
4. My tracking says “Delivered,” but I didn’t receive anything.
If your tracking shows delivered but nothing arrived, please check:
- Your mailbox, porch, or safe-drop areas
- With neighbors or household members
- With your local postal carrier or post office
If the package still can’t be found, contact us with your order number. We’ll open an investigation with the carrier for you.
5. Can I update my shipping address?
Yes — we can update your address within 24 hours of your purchase, as long as the order hasn’t shipped yet.
Please email us as soon as possible with the correct full address.
Once a package has shipped, we’re unable to make changes.
6. What is your return policy?
We accept returns within 30 days of delivery. Items must be unused, unworn, and in original packaging.
Return shipping is the customer’s responsibility unless the item arrived damaged or incorrect.
For full details, please see our Refund Policy.
7. My item arrived damaged or incorrect. What should I do?
We’re so sorry this happened. Please email us within 5 business days of delivery with photos of the issue. We’ll take care of it immediately.
8. I only received part of my order. Where is the rest?
Some items may ship separately depending on availability.
If anything is missing, contact us and we’ll check your fulfillment record to ensure all items are on the way.
9. Will my jewelry tarnish or turn green?
Most of our pieces are made from 925 Sterling Silver or premium stainless steel — these will not turn your skin green.
We also offer a few copper-based designs, which may react with skin oils if not cared for properly.
All materials are clearly listed on each product page so you can shop confidently.
10. Why was I charged more than the price shown?
All prices on our website are listed in USD. If your total appears higher, your bank automatically converted the price to your local currency.
11. My discount code didn’t work.
Discount codes are valid only during active promotions and cannot be stacked.
If your code didn’t apply, feel free to email us and we’ll help you.
12. Can I cancel my order?
Orders can be cancelled within 24 hours, as long as they haven’t shipped yet.
Once a package is on its way, we’re unable to cancel it.
13. What is your support email?
You can reach us anytime at: willowemberllc@gmail.com
We reply within 1–2 business days, Monday through Friday.
14. What is your mailing address?
Willow & Ember
32531 N Scottsdale Rd
Ste 105 #736
Scottsdale, AZ 85266
United States