Jennifer D.
I LOVE the product that I received
I LOVE the product that I received; however I have had no updates what so ever in my remaining purchase. I also purchased a digital download and I have received no email to explain how that works or how to access. It is a bit frustrating not knowing what’s happening with my missing products- and to be reviewing you without my order being complete.
Response from West & WillowMay 14, 2025
Hi and thank you for reaching out to West & Willow! Your request has been received and is in the queue to be answered within the next 1-3 days. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service. We assure you that we will respond as soon as possible. Are you unhappy with your completed artwork or did your order arrived damaged? We'll be happy to replace it. Please complete this form: https://airtable.com/shrBqXZhp3VYK94CP and expect an email within 48 hours. Please note that all artwork issues and damaged orders must be processed on this form. In order to get your replacement processed ASAP, please complete the form as soon as you can. Looking for your digital file? Our system experienced an outage and a few customers never received their emails - we will send them to you manually. In the meantime, check out some of our top questions and answers below. How long will it take for me to receive my order?: https://westandwillow.com/policies/shipping-policy Orders typically arrive within 2-3 weeks. I'm not sure if my photo will work.: https://westandwillow.com/pages/image-guidelines We can work with most photos! Please upload your best option based on guidance on our image guidelines page: https://westandwillow.com/pages/image-guidelines. Don't worry, if your photo will not make a good illustration for any reason, we will reach out. Can I cancel or make changes to my order?: https://westandwillow.com/pages/contact-us/# We can usually cancel an order or update an address within 30 minutes of it being placed. After 30 minutes cancellations or address updates can no longer be made. Please note, in some cases, changes may result in shipping delays. Cancelation requests within 30 minutes of the order being placed will always be honored. Color, size, and photo updates cannot be made after an order is placed in most cases. If any of this information answers your question or if you have already completed the replacement form, please respond back to this ticket with the word CLOSE