Contact Us

Last updated: November 2, 2026

We are happy to help with anything to do with a Gift Willow order — a name that needs correcting, a size you are unsure about, a parcel you are waiting for, a return or a refund. Gift Willow supports customers by email, and a real person reads and answers every message. This page tells you how to reach us, how quickly we reply, and what to include so we can answer in one email instead of three.

Email is our support channel

We chose email because family gifts usually involve details that are easier to write than to say: a list of nine grandchildren’s names, a photo of a chipped ornament, a new address for a parent who is moving. Writing it down means nothing gets lost, and you have a record of what was agreed. We do not offer phone or chat support, and we do not run social media accounts for support — if you see an account claiming to be Gift Willow support, please write to us at the address above.

Messages sent on Saturday, Sunday or a public holiday are answered on the next business day. During the weeks before Mother’s Day and the winter holidays we receive more messages, but we keep to the same 24-hour reply time on business days.

What to include in your message

A complete first message usually means a complete first answer. Depending on your question, please include:

• Your order number — it is in your confirmation email and begins with a number sign.
• The email address you used at checkout, if you are writing from a different address.
• For a name change: every name exactly as it should appear, in order, with capital letters.
• For a damaged or faulty item: two or three clear photos — the whole item, a close-up of the problem and the shipping label.
• For a size question: where the item will be used — a recliner, a king bed, a window seat — and we will suggest a size.
• For a return: which item, the reason, and whether you would like an exchange, a refund or store credit.

Please never send card numbers, security codes or passwords by email. We will never ask for them.

Find the right page faster

Before you order: ask us anything

Some of our most useful conversations happen before an order is placed. You are welcome to write to us with questions like:

• “I have twelve grandchildren’s names. Will they fit on the blanket, or should I shorten some?”
• “My mother’s sofa is pale grey. Would the sage or the linen pillow look better?”
• “Is the 60 × 80 in blanket big enough to cover a double bed?”
• “I need this in Brisbane by the 20th. Is that realistic?”
• “Can the year field show 1974 for our parents’ wedding?”

We answer honestly, including when the answer is “probably not in time” or “a shorter list will look better”.

After you order: common requests

Correcting a name

Within 24 hours of ordering, a correction is free and simple. Write “Change” and your order number in the subject, and list the names as they should appear. We confirm by email. After 24 hours, write anyway: if production has not started, we can still make the change, and if it has, our 60-day returns with a free label still apply.

Changing the delivery address

Within 24 hours, we update it for you. Once a parcel is on its way, the carrier decides whether it can be redirected; we will ask where that is possible.

Reporting damage

Send photos and your order number. We reply within 24 hours on business days with a replacement or refund, whichever you prefer.

Starting a return

Tell us the item and the reason. We send a free return label for every return — including change-of-mind returns — and refund within 7 days of receiving the item.

What happens after you write

If you have not heard from us within one business day, please check your spam or promotions folder for a message from [email protected], then write again. Occasionally a reply is filtered by an email provider.

Writing from Canada, Australia or New Zealand

We answer on US business days. If you are writing from Sydney or Auckland, our reply may arrive overnight for you; from Toronto or Vancouver it usually arrives the same or the next working day. The 24-hour reply time is counted in business days, so a message sent on a Friday evening in New Zealand is answered on the US Monday. Your order, your returns and your refund work exactly the same way as for customers in the United States, and shipping is free to all four countries.

Timing a gift for a special day

Many of our emails ask whether a gift will arrive in time. A simple rule helps: allow up to 3 business days for us to make the item and up to 14 business days for delivery, then add a little breathing room around holidays. For the occasions our customers order for most often:

• Mother’s Day and Father’s Day: order about four weeks ahead, especially for personalised items where names need collecting first.
• Winter holidays: order by early November for international addresses and by mid-November for US addresses, to be comfortable.
• Birthdays and anniversaries: four weeks is a calm margin; three weeks is usually enough within the US.
• A new grandbaby: a finished design such as the Little Sprout baby blanket can be ordered the day you hear the news.

These are guides rather than promises, because carriers set the final pace. If your date is close, write to us with the date and the destination, and we will give you our honest view.

Small mistakes we help with every week

• A grandchild’s name typed with an autocorrected spelling — “Kaylee” became “Kayleigh”.
• The family name entered with “The” when the family wanted only the surname.
• A blanket ordered in 30 × 40 in when 50 × 60 in was meant.
• “Cover only” chosen when the parents have no inserts at home.
• A shipping address with the old apartment number after a parent moved.

All of these are easy to fix within 24 hours of ordering, and still fixable through our 60-day returns after that. Writing to us early is always the best move.

Ideas, feedback and kind words

We read every suggestion: a phrase your grandmother always said, a design you wish we made, a size you could not find. You can send feedback to the same address. We do not publish customer messages, and we will never use your family’s names or story without asking you first.

Larger and group orders

Sometimes a family wants the same ornament for every household at a reunion, or a group of cousins wants pillows with each branch’s family name. Each personalised item is entered separately on the product page, so a larger order simply has more cart lines. If you plan to order more than a handful of personalised items at once, email us first with the product and the list of names: we will suggest the simplest way to enter them and check that every name fits its field.

If something on the site is hard to use

We want the shop to be easy for everyone, including grandparents ordering for themselves on a small phone screen. If text is hard to read, a button does not respond, or the personalisation fields do not work with your screen reader or keyboard, please tell us which page and which device you were using. We will help you with your order by email and fix the problem on the site.

Quick reminders

• One email per order keeps everything in one thread; reply to our message rather than starting a new one.
• Put your order number in the subject line.
• For changes, the 24-hour window counts from when you placed the order.
• Returns are free for every item within 60 days of delivery.

Writing on behalf of someone else

If the gift went to a parent or grandparent, they are welcome to write to us directly about a return or a problem with the item; we will help them. For changes to the order itself — names, size, address, cancellation — we need the request from the person who placed the order, or their written permission. That keeps everyone’s order safe from mistakes.

A note on response times

“Within 24 hours on business days” is a promise we take literally. Most emails are answered sooner, but we would rather tell you a time we can always keep than one we sometimes miss. If your question is urgent because a 24-hour change window is about to close, put “URGENT” and your order number in the subject line: your request counts from the moment it reaches us, not from the moment we reply.

Our business details

Gift Willow
2725 E C St
Torrington, WY 82240
United States

This is our business address for correspondence. Please do not send returns here: when you start a return, we email you a free return label with the correct return address for your item.

Prefer a ready-made subject line?

Our Submit a Ticket page lists the most common topics, each with a pre-filled email subject. It saves a little typing and helps us sort your message straight away.