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\nWelcome to the Gift Willow Help Center. Whether you are choosing a blanket for Grandma, typing nine grandchildren’s names into a product page, waiting for a parcel to reach your parents in another country, or sending something back, this page points you to the right answer. Each topic below has a short summary and links to the page with the full details. If you still need us, we are one email away at support@giftwillow.shop and reply within 24 hours on business days.
\nStart with the person. Our collections are arranged by recipient as well as by product: Gifts for Mom & Grandma, Gifts for Dad & Grandpa and For the Whole Family. If you already know the kind of gift, browse Blankets, Pillows, Ornaments or Keepsakes.
\nA rule of thumb from families who order often: blankets for parents who feel the cold or have a favourite chair, pillows for a home that has just been redecorated, ornaments for milestones like a new grandbaby, and keepsakes for the people who already have every blanket they need.
\nPersonalised products show their fields above the Add to cart button, each with a character limit. A live preview shows your words over the product picture as you type. Optional fields with an add-on price show that price next to the label and are only charged if you fill them in. We make every item exactly as typed and do not send a proof, so read the cart line and your confirmation email once more. The FAQs cover names, capitals, accents and what we cannot print.
\nBlankets come in 30 × 40, 50 × 60 and 60 × 80 in (and 40 × 60 to 70 × 80 in for the embroidered plush throw). Pillows come in 14, 16, 18 and 20 in squares and a 12 × 20 in lumbar, as a cover only or with an insert. Ornaments, mugs, candles, platters and suncatchers each list their sizes on the product page. The Size Guide compares everything and explains how to choose for a sofa, armchair, bed or window.
\nAdd items to the cart, check the personalisation lines, then go to checkout. Prices are in US dollars and the available payment options are listed at checkout. You can check out as a guest or with an account. See Payment Methods for what to do if a payment is declined and how refunds come back.
\nWithin 24 hours of ordering you can change names, size, colour, fill, items or address, or cancel, free of charge. After that your item may be in production. Full details on Cancel or Change an Order.
\nWe ship free to the United States, Canada, Australia and New Zealand, from the USA. Production takes 1–3 business days and delivery 7–14 business days. You can ship directly to the person receiving the gift. Read Shipping & Delivery for addresses, international parcels and planning for a date.
\nLook up your order on Order Tracking with your order number and the email used at checkout. The page explains what each order status means and what to do if a parcel seems late.
\nEvery item can be returned within 60 days of delivery, including personalised items, for any reason, with a free return label. Exchanges for a different size, colour or fill are welcome. Start on Returns & Exchanges.
\nWe send refunds within 7 days of receiving your return, to your original payment method or as store credit, which never expires. No restocking or processing fees. See the Refund Policy.
\nIf something arrives damaged or not as ordered, email photos of the item, the packaging and the label with your order number. We reply within 24 hours on business days with a replacement or refund, your choice.
\nNames you type are used only to make your item. We do not sell personal information, and photos sent for claims are deleted 30 days after delivery. You can ask to see, correct or delete your data at any time. Read our Privacy Policy and Terms of Service.
\nOur designs are our own, and we do not print characters, teams or other brands. Rights holders can find the notice process on our DMCA and Intellectual Property Policy pages.
\n| I want to… | \nWhat to do | \nPage | \n
|---|---|---|
| fix a name I typed wrong | \nEmail us within 24 hours with the correct spelling | \nCancel or Change | \n
| add a new grandbaby’s name | \nWithin 24 hours, send the full list of names in order | \nCancel or Change | \n
| pick between two blanket sizes | \nCompare sofa, chair and bed guidance | \nSize Guide | \n
| know if a gift will arrive in time | \nAllow 1–3 + 7–14 business days, then ask us if close | \nShipping & Delivery | \n
| send a gift to my parents abroad | \nEnter their address; free to CA, AU and NZ | \nShipping & Delivery | \n
| see where my order is | \nEnter your order number and email | \nOrder Tracking | \n
| return a gift | \nEmail us; we send a free label | \nReturns & Exchanges | \n
| swap a pillow colour | \nAsk for an exchange within 60 days | \nReturns & Exchanges | \n
| know when my refund arrives | \nSent within 7 days of receiving the return | \nRefund Policy | \n
| report a broken ornament | \nEmail photos and your order number | \nContact Us | \n
| delete my data | \nEmail us from your order address | \nPrivacy Policy | \n
If you received a Gift Willow item from a child or grandchild, welcome. You can contact us directly about the gift — for example to exchange a pillow colour, swap a blanket size or report damage. Ask the person who sent it for the order number, or tell us their name and email so we can find the order. Returns are free and open for 60 days from the day the gift was delivered to you. Refunds go back to the person who paid, unless they ask us to issue store credit to you instead.
\nMany grandparents order gifts for grandchildren from a phone. A few tips make it easier: turn the phone sideways to see the preview larger; tap into each personalisation field and type slowly, because phone keyboards like to “correct” unusual names; open the cart before checkout and read the personalisation line under each product; and if anything is hard to read or tap, email us — we are happy to help you finish the order by email.
\nBecause every item is made after you order, timing is the question we hear most. The table below turns our production and delivery times into simple planning guidance. It is a guide, not a guarantee — carriers set the final pace, especially before holidays.
\n| Occasion | \nComfortable lead time | \nTip | \n
|---|---|---|
| Mother’s Day or Father’s Day | \nAbout 4 weeks | \nCollect names a week earlier still | \n
| Winter holidays, US address | \n4–5 weeks | \nCarriers are busiest in December | \n
| Winter holidays, Canada, Australia, New Zealand | \n5–6 weeks | \nBorder processing can add days | \n
| Birthday or anniversary | \n3–4 weeks | \nA finished design saves time collecting names | \n
| New grandbaby | \nOrder when you hear the news | \nThe Little Sprout blanket needs no names | \n
| Housewarming | \n3–4 weeks | \nShip straight to the new address | \n
With those details, most questions are answered in a single reply.
\nMost orders arrive exactly as expected, but family gifts are personal and small problems feel big. Here is what we do in the situations that come up most:
\nIf your question is about a change and you are close to the end of the 24-hour window, write to us straight away with “URGENT”, “Change” and your order number in the subject line. Your request counts from the moment it reaches us. Then add the details in the same thread. For every other question, a single clear email with your order number is the fastest route to a complete answer.
\nEmail support@giftwillow.shop, visit Contact Us or open a ticket on Submit a Ticket. We reply within 24 hours on business days. Learn more about us on the About Gift Willow page, or browse every page on our Sitemap.
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