Amanda
Missing mug, 2 months & waiting
I ordered a portrait & a mug together in December 2025. This was meant to be a gift for my sister whose dog passed away suddenly & unexpectedly last year. I received the portrait but not the mug. I’ve contacted customer support multiple times. I’ve been given multiple tracking numbers for the mug but the mug has never been shipped at any stage. At one stage they even managed to have a completely different postal address attached to my account. Very disappointed.
Response from West & WillowMar 4, 2026
Hi Amanda, So sorry to hear this! We’ll look into it further, but in the meantime I can see that our customer service team has already refunded you for the missing mug. I completely understand how disappointing this must be, especially under the circumstances, and we really appreciate your patience