West & WillowReviews of westandwillow.com

Response from West & WillowNov 8, 2022

Hi Lorin, Thank you for bringing this to our attention. We’re sorry you had a bad experience. We sent you an email and hope to resolve it promptly and accurately.

Response from West & WillowNov 7, 2022

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 48-72 hours. 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. Order arrived broken or damaged? We will work with you on getting a replacement out - no questions asked. Unhappy with the way your portrait turned out? This happens - we want you 100% satisfied and will work with you to make things right. 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 US & AUS - Your portrait will arrive within 3 weeks of purchase. UK, Canada, Asia & Europe - Your portrait will arrive within 4 weeks of purchase. 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, please respond back to this ticket with the word CLOSE

Response from West & WillowNov 8, 2022

Hello Brianna, Thank you so much for the positive feedback, despite the issue with the order process! We're so happy to have you as a member of the West & Willow family! 🎉