Last updated:
\nA support ticket at Gift Willow is simply an email with a clear subject line. Choose the topic that fits your question below: the link opens a new message to support@giftwillow.shop in your email app with the subject already filled in. Add your order number and the details we list for that topic, and send. A real person reads every ticket, and we reply within 24 hours on business days.
\n| Topic | \nStart a ticket | \nPlease include | \n
|---|---|---|
| Change or cancel an order | \nOpen email | \nWithin 24 hours of ordering: names, size, colour, fill, items, address or a full cancellation. | \n
| Correct a name | \nOpen email | \nSend the full list of names exactly as they should appear, in order. | \n
| Size or product question | \nOpen email | \nTell us which product and where it will be used: chair, sofa, bed, window. | \n
| Where is my order? | \nOpen email | \nInclude the delivery address and the date you ordered. | \n
| Return or exchange | \nOpen email | \nWhich item, the reason, and whether you want an exchange, refund or store credit. | \n
| Damaged or wrong item | \nOpen email | \nAttach photos of the item, the packaging and the shipping label. | \n
| Refund question | \nOpen email | \nTell us when your return was sent or when your order was cancelled. | \n
| Payment question | \nOpen email | \nDescribe what happened at checkout. Never send card numbers. | \n
| Privacy request | \nOpen email | \nWrite from the email address linked to your order or account. | \n
| Copyright or IP concern | \nOpen email | \nFollow the steps on our DMCA or Intellectual Property pages. | \n
| Something else | \nOpen email | \nAnything at all: ideas, feedback, larger orders. | \n
If the link does not open your email app — on some work computers or shared tablets it may not — simply write to support@giftwillow.shop and copy the topic into the subject line yourself.
\nChanges are free within 24 hours of placing your order. Tell us exactly what should change: the new size, colour or fill, the item to add or remove, the corrected address, or that you would like to cancel. For anything that affects the price, we confirm the difference with you before changing your payment. Details on Cancel or Change an Order.
\nPlease write the full list of names, not just the one that changes, in the order they should appear, with capital letters, accents and hyphens exactly as you want them. For a family name pillow, include the family name, the year and the optional first-names line if you added one. We make items exactly as typed, so a complete list avoids a second round of emails.
\nTell us which product you are looking at and how it will be used. “A blanket for Dad’s recliner” or “a pillow for a narrow window seat” helps us recommend a size more than measurements alone. For names, tell us how many there are and roughly how long, and we will tell you whether they fit comfortably.
\nInclude your order number, the delivery address and when you ordered. Remember that production takes 1–3 business days and delivery 7–14 business days; if your order is past that, we will look into it straight away. The Order Tracking page shows the current status in the meantime.
\nTell us which item, why you are returning it, and whether you would like an exchange, a refund or store credit. Every return within 60 days of delivery comes with a free return label. For an exchange of a personalised item, confirm the names again. Details on Returns & Exchanges.
\nAttach two or three photos: the whole item, a close-up of the problem and the shipping label. Tell us whether you would prefer a replacement or a refund. We reply within 24 hours on business days. Photos are deleted 30 days after delivery of the replacement or the end of the case.
\nTell us when your return was sent, or when your cancellation was confirmed. We send refunds within 7 days of receiving a return; after that, your bank decides how quickly it appears. See the Refund Policy.
\nWrite from the email address linked to your order or account and tell us whether you would like a copy of your data, a correction or deletion. We may ask a question to confirm it is really you. Our Privacy Policy explains your rights.
\n| Step | \nTiming | \n
|---|---|
| Your ticket reaches our inbox | \nImmediately | \n
| We read it and look up your order | \nWithin 24 hours on business days | \n
| We reply with an answer, a confirmation or a question | \nWithin 24 hours on business days | \n
| Follow-up steps (label, replacement, refund) | \nWe email you as each one happens | \n
Please keep your replies in the same email thread. It keeps your whole story in one place and avoids anything being missed.
\nIf you received a Gift Willow item and want to exchange it or report a problem, you are welcome to open a ticket yourself. Include the sender’s name and, if you have it, the order number. We will help you with the return or the problem directly. Refunds go to the person who paid, unless they ask us to issue store credit to you instead; store credit never expires.
\nSome answers are faster than an email. Before opening a ticket, these quick checks often solve the question straight away:
\nWe reply to every ticket within 24 hours on business days. If you have not seen our reply:
\nMessages sent at weekends or on public holidays are answered on the next business day.
\nTickets from outside the United States are handled exactly the same way. We answer on US business days, so depending on your time zone our reply may arrive overnight. Returns from those countries also come with a free return label; if the label we send cannot be used where you live, tell us in the same thread and we will agree another way before you spend anything.
\nFamily gifts are full of details that matter: spellings, the order of names, a year, a room number in a care home. Email keeps all of it in writing, lets you attach photos, and gives you a record of what we agreed. It also means you can write at any hour — late at night after a family call, or early in the morning before work — and find our reply waiting for you.
\nIn the weeks before Mother’s Day and the winter holidays, many families write at once — mostly about names and delivery dates. Our reply time stays within 24 hours on business days. To help us help you quickly in those weeks, use the topic links above, keep one thread per order, and send the complete list of names in one message rather than one name at a time. If a 24-hour change window is about to close, put “URGENT” in the subject: your request counts from the moment it reaches us.
\nWhen a ticket is resolved — a name corrected, a replacement sent, a refund issued — we tell you in the same thread, so you have everything in one place. If anything about the outcome is not right for you, reply to that email and the ticket opens again. There is no time limit on replying to an earlier ticket within your 60-day return window.
\nWe keep resolved tickets only as long as needed for your order and any follow-up, as described in our Privacy Policy.
\nMany questions are answered in a minute on our FAQs or in the Help Center. Our Contact Us page explains how we work by email and our business details.
\n","visible_characters":10109,"meta_description":"Open a Gift Willow support ticket by email with a ready subject line for orders, name changes, returns, damage or questions. Reply within 24 hours.","parent":null,"published_at":"2026-11-01T19:14:50+00:00","updated_at":"2026-11-01T19:29:42+00:00"}}