FAQs
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These are the questions families ask us most often, answered as plainly as we can. Every number here — production time, delivery time, the 24-hour change window, 60-day returns and refunds within 7 days — is the same number you will find on our policy pages. If your question is not here, email [email protected] and we will reply within 24 hours on business days.
Personalising your gift
How do I add names to a blanket or pillow?
On a personalised product, the fields appear above the Add to cart button: for example a top line such as “Nana”, a names field and an optional year. Type your text and the live preview shows it over the product picture. The text then appears under the product name in your cart and in your confirmation email. Our Grandkids’ Names blanket is a good example.
How many names fit on the Grandkids’ Names blanket?
The names field takes up to 90 characters including commas and spaces, which is usually 10 to 12 short first names. If your list is longer, consider using shorter forms the family already uses, or email us and we will suggest the best way to fit everyone.
Will you send me a proof before making it?
No. We make each item exactly as you type it and do not send a proof before production. The live preview on the product page shows the layout while you type, and you have 24 hours after ordering to correct anything — see Cancel or Change an Order.
Do optional fields cost extra?
Some optional fields have a small add-on price, shown next to the field’s label — for example the extra line under the names on a blanket (+$4.00). The add-on is only charged if you fill in that field. Leave it empty and the price stays the same. Nothing is ever pre-ticked.
Can I upload a photo?
No. Our personalised items use typed text only: names, a family name, a year or a short line.
Can you print a team name, a character or a song lyric?
We don’t print brand names, team names, characters or other protected material, and we don’t accept long quotations from songs, films or books. Family names, nicknames, dates and your own short words are always welcome. If an order includes text we cannot make, we email you to agree new wording. More on our Intellectual Property Policy.
Can I use capital letters, accents or hyphens?
Yes. We make the text exactly as typed, including capitals, accented letters such as é and hyphens in double names. Please check how each name is usually written before you order.
Choosing sizes and options
Which blanket size should I pick?
30 × 40 in is a baby or lap blanket, 50 × 60 in is the usual sofa throw for one person, and 60 × 80 in covers a bed, a recliner or two people on a couch. Our embroidered plush throw comes in 40 × 60, 60 × 80 and 70 × 80 in. Compare them on the Size Guide.
What does “Cover only” mean on pillows?
“Cover only” is the printed pillow cover with a zipper, without anything inside — ideal if your parents already have inserts. “Cover with insert” includes a polyester insert so the pillow is ready to use. The price updates when you choose.
Which pillow size is right for a sofa?
18 × 18 in is the most common sofa size. 20 × 20 in looks generous on a bed, and 14 × 14 in or 16 × 16 in suit armchairs and window seats. The lumbar pillow is 12 × 20 in.
What are the blankets made of?
Our printed blankets are soft plush fleece, 100% polyester, with hemmed edges, and they are machine washable. The embroidered throw is a polyester plush fleece with the name embroidered. Each product page lists the details for that item.
Do the LED candles come with batteries?
No. The flameless LED candle runs on 3 AAA batteries, which are not included.
Choosing a gift
What is a good gift for a new grandmother?
Many families choose the First Christmas as Grandparents ceramic ornament, the Little Sprout baby blanket for the visit, or a Grandkids’ Names blanket that starts with one name and can be reordered as the family grows. For a gift she will use every day, the Grandma’s Nest pillow is a gentle choice.
What do you suggest for a dad who says he needs nothing?
Something he will use without thinking about it: the Dad’s Reading Chair throw for his armchair, the Dad’s Chair pillow, or the 15 oz Grandpa’s Morning Coffee mug. Finished designs like these need no names, so they are quick to order.
We are three siblings sharing one gift. How do we order?
Agree on the product and collect every name in writing first. One person places the order and pays; any refund goes back to that payment method. The Grandkids’ Names blanket and the Family Name pillow are the most common shared gifts.
Is there a gift that holds every grandchild’s name?
Yes — the Grandkids’ Names blanket. Type the name the children use, such as Nana or Papa, as the top line, then every grandchild’s name separated by commas. For a smaller gift, the Family Names ceramic ornament holds up to 40 characters of names plus a year.
Do you have gifts without names?
Most of our range are finished designs with a set message, for example Love Grows Here, Mom’s Corner of the Couch or Family Gathers Here. They are a good choice when the date is close or when collecting names would spoil a surprise.
Care and use
How do I wash a fleece blanket?
Our printed fleece blankets are machine washable. Each product page lists the details we can confirm for that item; if a page does not mention something, email us before washing.
How do I clean a pillow?
Unzip the cover and machine wash it inside out, then tumble dry low. The insert is spot clean only.
Can the mug go in the dishwasher?
Yes, our ceramic mugs are dishwasher and microwave safe. The serving platter is different: it is not for the microwave or the dishwasher and should be wiped clean by hand.
Is the baby blanket safe for sleep?
Please always supervise babies with any blanket and follow the safe-sleep guidance where you live. The Little Sprout blanket is meant for cuddles, the stroller and tummy time under supervision.
Can I hang the ornaments all year?
Of course. Many families hang them on a window latch, a lamp or a small branch in a jar. The glass ornament catches sunlight beautifully in a window.
Orders and changes
Can I change or cancel my order?
Yes, within 24 hours of placing it, at no cost: names, size, colour, fill, quantity, items, shipping address, or a full cancellation. Email us with your order number. After 24 hours your item may already be in production; we will tell you honestly what is still possible.
I spelled a name wrong. What now?
If it is within 24 hours of ordering, email us the correct spelling and we update the order. If the item has already arrived, you can return it within 60 days with a free return label and order a corrected one.
Can I send the gift straight to my parents?
Yes. Enter their address as the shipping address and your own details for billing. Order emails come to you, so the surprise is kept.
Can I order several personalised items with different names in one order?
Yes. Add each item to the cart with its own names; every cart line keeps its own personalisation text. Check each line in the cart before checkout, because each item is made exactly as typed.
I ordered the same thing twice by mistake.
Email us both order numbers within 24 hours and we cancel the duplicate with a full refund. If you notice later, the extra item can be returned within 60 days of delivery with a free label.
Can I add an item to an order I already placed?
Within 24 hours, yes — tell us the product, size, options and any names, and we confirm the price difference before anything is charged. After that, the simplest way is to place a second order; shipping is free either way.
Shipping and delivery
How long will my order take?
We make your order in 1–3 business days, and delivery then takes 7–14 business days to the United States, Canada, Australia and New Zealand. Details on Shipping & Delivery.
How much is shipping?
Shipping is free to the US, Canada, Australia and New Zealand, with no minimum order and no code.
Do you ship to other countries?
Not at the moment. We ship only to the United States, Canada, Australia and New Zealand, and orders ship from the USA.
Where is my order?
Use Order Tracking with your order number and email. If your order has not arrived after the production time plus 14 business days, email us and we will look into it.
Will there be import charges?
For parcels to Canada, Australia and New Zealand, whether duties or taxes apply depends on the destination country’s rules and the value of the parcel. If you are unsure, ask us before you order.
Returns and refunds
Can I return a personalised item?
Yes. Every product, including personalised items, can be returned within 60 days of delivery, for any reason.
Who pays for return shipping?
We do. Every return comes with a free return label, including change-of-mind returns.
When will I get my refund?
We send your refund within 7 days of receiving your return, to your original payment method, or as store credit if you prefer. See the Refund Policy.
Does store credit expire?
No. Gift Willow store credit never expires.
My ornament arrived broken.
We are sorry. Email photos of the ornament, the packaging and the shipping label with your order number. We reply within 24 hours on business days with a replacement or a refund — your choice. See Returns & Exchanges.
Payment and account
What can I pay with?
The payment options available for your order are listed at checkout. Prices are in US dollars. More on Payment Methods.
Do I need an account?
No. You can check out as a guest. An account simply saves your addresses and order history.
How do you use the names I type?
Only to make your item and to handle questions or returns about it. We never use them for marketing or publish them. See our Privacy Policy.
Can I see my past orders?
If you created an account, sign in and open My Account to see every order. Guest orders are listed in your confirmation emails; we can also look them up by email.
Still wondering?
Visit the Help Center or contact us. We reply within 24 hours on business days.