Shipping policy

Effective Date: July 30, 2025

Thank you for choosing Willow & Ember. We’re committed to delivering your order with care and transparency. Please review our shipping policy for important details regarding processing, delivery times, and responsibilities.

🚚 Standard Shipping – Free on All Orders

  • Cost: Free shipping worldwide
  • Carriers: USPS, UPS, FedEx, or trusted international partners
  • Processing Time: 1–3 business days for careful inspection and packaging
  • Estimated Delivery: United States, Canada, United Kingdom, Australia, and New Zealand: 10-14 business days after processing excluding any custom delays.

🚚 Willow Secure Shipping (Insured & Priority Handling)

  • Cost: $2.49
    When you choose Priority Handling & Protection, your keepsake is prepared with extra care and attention. Your order is secured and fully covered, so if it ever gets lost, damaged, or delayed on its way to you, there is no need to worry. We will make it right and ensure you still receive the piece you were looking forward to.
  • Estimated Delivery: 10–14 business days after processing

⏰ Processing Notes

  • Business days are Monday through Friday only (excluding U.S. holidays)
  • Orders placed on weekends or holidays begin processing the next business day
  • Once your order ships, you’ll receive a tracking number via email

🌍 International Shipping

We currently ship worldwide. Delivery estimates for international orders are similar to U.S. timelines but may vary based on customs processing in your country.

🪵 Our Materials & Partners

Willow & Ember partners with trusted workshops and suppliers across the world to bring our keepsakes to life. Many of our sterling silver pieces are crafted using high-quality materials sourced from Guangzhou, China, a region internationally respected for its jewelry-making expertise.

From there, we ship directly through our partners’ international shipping hub, which allows us to cover all shipping costs ourselves—keeping delivery completely free for our customers no matter where they live. We collaborate only with established partners who share our standards for artistry, ethical production, and durability—ensuring every piece you receive is meaningful and made to last.

⚠️ Shipping Delays

Once an order has shipped and is in the hands of the carrier, Willow & Ember is not responsible for delays caused by the shipping company, customs, weather conditions, or other forces outside our control. We are unable to reroute or expedite packages once they are in transit.

✏️ Order Changes & Cancellations

  • Customers have 24 hours after placing an order to request address changes or cancellations free of charge.
  • Requests made after 24 hours may still be accommodated if possible, but a $5.00 cancellation fee will apply.
  • Once an order has shipped, cancellations and address changes are no longer possible.

💬 Questions?

Please reach out to us at willowemberllc@gmail.com for any shipping-related questions. We’re happy to assist you.