Our Policies

At Willows & Runes, we believe in keeping things care-free and fun — but we take your customer experience very seriously.

By placing an order on this site, you agree to the policies outlined below. If you have any questions before ordering, feel free to email us at WillowandRune@gmail.com. We’re happy to help!

SALES TAX

Willows & Runes collects sales tax in select states in compliance with state and federal regulations. Please note that each state has its own rules and procedures for tax collection.

ORDER CHARGES

To get your order moving as quickly as possible, your payment method will be charged at the time your order is placed.
If an item you ordered is out of stock, we’ll issue a refund for that item and adjust your shipping charges and taxes accordingly.
While we review orders carefully before shipment, Willows & Runes is not responsible for errors such as incorrect shipping addresses or payment information entered at checkout.
Please double-check your order details before submitting — and then celebrate your new find!

ORDER CHANGES & CANCELLATIONS

Please review your order carefully before submitting.
Once an order is placed, we allow a 30-minute window during our Customer Experience Hours (Monday-Friday 10am–8pm, Saturday-Sunday 10am–5pm) for changes or cancellations.
If you need to make an adjustment after 30 minutes, reach out as soon as possible — while we can’t guarantee changes after this window, we’ll do our best to help.
Please note: Orders placed outside of our business hours cannot be adjusted, changed, or canceled until our next available business day.

BACKORDERS

Occasionally, an item may become so popular that it moves into backorder status.
If this happens, you’re still welcome to place your order! We’ll ship it out as soon as it's available.
If a backorder is expected to take longer than three weeks (unless otherwise noted for pre-orders), we can issue a refund upon request.
We appreciate your patience and excitement — we’re just as eager to get your order to you!

SHIPPING & CARRIERS

We partner with various shipping carriers to offer the best available shipping options.
When your order ships, you’ll receive an email with your tracking number to follow its journey.
Please note:

  • Most in-stock orders ship within 4–6 business days of being placed.

  • Shipping charges are non-refundable.

  • We are not responsible for shipping delays, lost, stolen, or undelivered packages (including orders showing photo proof of delivery).
    If your package goes missing in transit, contact us — we’ll work with you within policy guidelines to find a solution.

SHIPMENTS

We currently ship within the United States and Canada.
Canadian deliveries typically arrive within 5–12 business days once shipped, though customs delays can extend delivery times up to 3–5 weeks.
Please note that international customs processing times are outside of our control.

DUTIES FOR INTERNATIONAL ORDERS

Any taxes, duties, or customs fees imposed by your country are the buyer’s responsibility.
Willows & Runes is legally obligated to declare the full value of the order on customs forms.
If you used a promotional code on your order, duties and taxes are assessed based on the original item price before the discount was applied.

DELIVERY

Orders are shipped to the address provided at checkout.
Please carefully verify your shipping information before placing your order to ensure it arrives without issue.

PRICE ADJUSTMENTS & DISCOUNT CODES

We occasionally offer flash sales — and who doesn’t love a good deal?
Because these sales are temporary, we are unable to offer price adjustments for orders placed outside of 24 hours from a sale’s start time.
If you forgot to enter a valid promo code during checkout, please contact us immediately so we can assist.
Please note: Only one discount code may be applied per order; discount codes cannot be stacked.

DISCOUNT CODES

Discount codes cannot be applied to items already marked on sale.

RETURNS

At this time, returns are not accepted.
All sales are final, and our shipping fees are non-refundable.

INCORRECT, DAMAGED, OR MISSING ITEMS

If you receive an incorrect, damaged, or missing item, please contact us within seven (7) days of receiving your order.
It is the customer’s responsibility to inspect all orders promptly upon receipt.

Please ensure:

  • Damaged items are reported with photos.

  • Items are unworn, unwashed, and in original packaging when requesting a replacement.
    Please note:
    We cannot replace items damaged due to customer mishandling, including cutting packages open with scissors, incorrect washing, or garment alterations.

Thank you for being part of the Willows & Runes community!

We’re honored to have you shop with us and can’t wait for you to receive your magical finds.