Submit a Ticket
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A 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 [email protected] 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.
Tickets at a glance
- Where tickets go: [email protected]
- Reply time: within 24 hours on business days (Monday to Friday, excluding public holidays).
- Most useful detail: your order number, from your confirmation email.
- Never send: card numbers, security codes or passwords.
Choose your topic
| Topic | Start a ticket | Please include |
|---|---|---|
| Change or cancel an order | Open email | Within 24 hours of ordering: names, size, colour, fill, items, address or a full cancellation. |
| Correct a name | Open email | Send the full list of names exactly as they should appear, in order. |
| Size or product question | Open email | Tell us which product and where it will be used: chair, sofa, bed, window. |
| Where is my order? | Open email | Include the delivery address and the date you ordered. |
| Return or exchange | Open email | Which item, the reason, and whether you want an exchange, refund or store credit. |
| Damaged or wrong item | Open email | Attach photos of the item, the packaging and the shipping label. |
| Refund question | Open email | Tell us when your return was sent or when your order was cancelled. |
| Payment question | Open email | Describe what happened at checkout. Never send card numbers. |
| Privacy request | Open email | Write from the email address linked to your order or account. |
| Copyright or IP concern | Open email | Follow the steps on our DMCA or Intellectual Property pages. |
| Something else | Open email | Anything at all: ideas, feedback, larger orders. |
If the link does not open your email app — on some work computers or shared tablets it may not — simply write to [email protected] and copy the topic into the subject line yourself.
What to write in each kind of ticket
Changes and cancellations
Changes 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.
Name corrections
Please 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.
Product and size questions
Tell 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.
Delivery questions
Include 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.
Returns and exchanges
Tell 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.
Damaged or wrong items
Attach 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.
Refund questions
Tell 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.
Privacy requests
Write 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.
What happens after you send a ticket
| Step | Timing |
|---|---|
| Your ticket reaches our inbox | Immediately |
| We read it and look up your order | Within 24 hours on business days |
| We reply with an answer, a confirmation or a question | Within 24 hours on business days |
| Follow-up steps (label, replacement, refund) | We email you as each one happens |
Please keep your replies in the same email thread. It keeps your whole story in one place and avoids anything being missed.
Keeping your details safe
- We will never ask for your card number, security code or any password — by email or otherwise.
- If you send one by mistake, we delete the message and ask you to write again without it.
- We only make changes to an order at the request of the person who placed it, or with their written permission.
- If you receive a message asking for payment details that claims to be from Gift Willow, do not reply; forward it to us.
Tickets from gift recipients
If 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.
A few examples of clear tickets
- Subject: Name correction – order #1234. Message: “Please change the names to: Ella, Theo, June, Max, Aubree (with two e’s). Top line stays Nana.”
- Subject: Damaged or wrong item – order #1240. Message: “The glass ornament arrived with a chipped edge. Photos attached. A replacement would be lovely.”
- Subject: Return or exchange – order #1251. Message: “The 50 × 60 in blanket is too small for Dad’s recliner. Could we exchange it for 60 × 80 in?”
Quick checks before you open a ticket
Some answers are faster than an email. Before opening a ticket, these quick checks often solve the question straight away:
- “Did my order go through?” Look for the confirmation email from Gift Willow, including in spam and promotions folders. If you have an account, your orders are listed under My Account.
- “Where is my order?” Enter your order number and email on Order Tracking. Count 1–3 business days of production plus up to 14 business days of delivery before worrying.
- “Which size?” The Size Guide compares every blanket, pillow and ornament size with real-life examples.
- “Can I still change it?” If it is within 24 hours of ordering, yes. Open a “Change or cancel” ticket now rather than later.
- “Will it arrive by a certain date?” Our Shipping & Delivery page has planning guidance; if the date is close, open a delivery ticket with the date and destination.
If you don’t hear back
We reply to every ticket within 24 hours on business days. If you have not seen our reply:
- Check your spam, junk and promotions folders for a message from [email protected].
- Add [email protected] to your contacts so future replies land in your inbox.
- Make sure the ticket was sent — look in your email app’s Sent folder.
- If it is still missing, send the ticket again and add “second try” to the subject line.
Messages sent at weekends or on public holidays are answered on the next business day.
Tickets from Canada, Australia and New Zealand
Tickets 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.
Why we use email tickets
Family 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.
Tickets during busy seasons
In 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.
What we cannot do by ticket
- Take payment or card details — payment only happens at checkout.
- Change an order for someone who did not place it, unless the buyer gives permission in writing.
- Produce text with brand names, team names, characters or song lyrics.
- Promise a specific delivery day — carriers deliver within the estimated range.
After your issue is solved
When 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.
We keep resolved tickets only as long as needed for your order and any follow-up, as described in our Privacy Policy.
Other ways to find answers
Many 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.