All orders are dispatched within 96 working hours. We strive to process your orders as quickly as possible to ensure you receive them in a timely manner.
How can I cancel my order?
Orders can be canceled provided they have not yet been dispatched. All our orders are shipped by 12:00 PM on the same day or the following day. To cancel your order, please contact our Customer Comfort Crew at +91 9019035000 or via email at support@thewhitewillow.in as soon as possible.
Can I change the shipping address after placing my order?
Yes, you can change your shipping address provided the order has not yet been dispatched. Please contact our Customer Comfort Crew at +91 9019035000 or email us at support@thewhitewillow.in to update your details.
How long will it take to receive my order?
"All orders are dispatched within 96 working hours. The standard delivery time within India is 4-7 business days, depending on the pin code. International shipping times vary by location. You will receive a tracking number as soon as your order is shipped, allowing you to track its progress.
Shipping
What shipping carriers do you use?
For orders within India, we use ATS, Delhivery, Xpressbees, Ecom Express, Bluedart, and India Post to ensure timely and safe delivery. For international orders, we ship with DHL, FedEx, UPS, USPS, and Speed Post.
What are the shipping costs?
Shipping costs for domestic orders within India are covered by us; it’s free for you! For international orders, shipping costs vary depending on the destination and will be calculated at checkout.
Can I track my order?
Yes, once your order is shipped, you will receive an email with a tracking number. You can use this number to track your order on the carrier’s website.
What should I do if my package is delayed?
If your package is delayed, please contact our Customer Comfort Crew at +91 9019035000. We will help locate your package and provide updates on its status.
What happens if my order is lost in transit?
In the rare event that your order is lost in transit, please contact us. We will investigate the issue with the carrier and, if necessary, send a replacement or issue a refund.
When will my order ship?
Thanks so much for placing an order with us! While we strive to process and ship orders promptly, the specific timeline can vary depending on the items you have purchased. Typically, all orders are dispatched within 96 working hours. You will receive a shipping confirmation email with tracking information as soon as your order is on its way. If you have any questions or need assistance, please feel free to contact our Customer Comfort Crew at +91 9019035000.
What should I do if the delivery tracking shows 'Returned Back to Origin'?
If the tracking status of your order shows 'Returned Back to Origin,' please contact our Customer Comfort Crew at +91 9019035000 immediately. This status typically indicates that there was an issue with delivery. We will work closely with the shipping carrier to understand what happened and will either arrange for the order to be redelivered or dispatch a new order, depending on your preference and the specifics of the situation.
Payments & Promotions
What payment methods do you accept?
We accept all major credit cards, debit cards, net banking, UPI, and major payment wallets. We aim to provide you with a range of payment options for your convenience.
Is it safe to use my credit/debit card on your website?
Yes, it is safe to use your credit/debit card on our website. We use secure payment gateways and encryption technologies to ensure your transaction details are protected.
Can I apply multiple promo codes to my order?
Unfortunately, you can only use one promo code per order. If you have multiple promo codes, you can choose the one that offers the best discount for your purchase.
How do I apply a promo code to my order?
To apply a promo code, enter the code in the designated promo code box at checkout and click 'Apply.' The discount will be reflected in your order total.
What should I do if my promo code isn’t working?
If your promo code isn’t working, please check the expiration date and terms of the promotion. If everything seems correct and it's still not working, contact our Customer Comfort Crew at +91 9019035000 or email us at support@thewhitewillow.in for assistance.
Do you offer gift cards?
Yes, we offer gift cards in various denominations. They can be purchased on our website and used towards any purchase.
Can I get a refund for my purchase if I used a promo code?
Yes, you can get a refund for your purchase even if you used a promo code. The refund amount will be adjusted to reflect the discount applied at the time of purchase.
How can I find out about current promotions?
Stay updated on our latest promotions by subscribing to our newsletter, following us on social media, or checking the 'Promotions' section on our website.
Returns & Exchanges
What is your return policy?
We offer a hassle-free return policy for all our products. You can return items within 101 days of receipt for a full refund or exchange. The items must be unused and in their original packaging.
How do I initiate a return or exchange?
To initiate a return or exchange, please contact our Customer Comfort Crew at +91 9019035000 or email us at support@thewhitewillow.in. They will guide you through the process and provide a return shipping label if applicable.
Do I have to pay for return shipping?
For returns within India, we cover the return shipping costs. For international returns, the customer is responsible for the return shipping charges unless the item was damaged or defective upon arrival.
How long does it take to process a return?
Once we receive your returned item, we will process your return within 7-10 business days. You will receive a confirmation email once your refund or exchange has been processed.
Can I exchange an item for a different product?
Yes, you can exchange an item for a different product of equal or lesser value within 101 days of receipt. If the new item costs more, you will need to pay the difference. Please contact our Customer Comfort Crew to facilitate the exchange.
What should I do if I receive a damaged or defective item?
If you receive a damaged or defective item, please contact our Customer Comfort Crew immediately at +91 9019035000 or support@thewhitewillow.in. We will arrange for a return and send you a replacement at no additional cost.
How will I be refunded for my return?
Refunds will be issued to the original payment method used for the purchase. Please allow 7-10 business days for the refund to appear in your account after we process your return.
Can I return or exchange items purchased on sale?
Yes, items purchased on sale can be returned or exchanged within the 101-day return period, provided they are unused and in their original packaging.
Warranty
What is the warranty on your products?
All our products come with a one-year warranty that covers manufacturing defects and material issues. This warranty ensures that you receive a high-quality product that meets your expectations. For more details, please refer to our Warranty Policy.
How do I claim the warranty?
To claim the warranty, please contact our Customer Comfort Crew at +91 9019035000 or email us at support@thewhitewillow.in with your order details and a description of the issue. We will guide you through the process and provide instructions for returning the item if necessary. For more details, please refer to our Warranty Policy.
What does the warranty cover?
Our warranty covers any defects in materials and workmanship. This includes issues like stitching problems, zipper malfunctions, or foam defects. The warranty does not cover normal wear and tear, misuse, or damage caused by improper care. For more details, please refer to our Warranty Policy.
Is the warranty transferable?
No, the warranty is only valid for the original purchaser and is not transferable. Proof of purchase is required to claim the warranty. For more details, please refer to our Warranty Policy.
What happens if my product is defective?
If your product is found to be defective, we will offer a replacement or repair, depending on the nature of the defect. If a replacement is not available, we will issue a refund. For more details, please refer to our Warranty Policy.
How long does it take to process a warranty claim?
Once we receive your warranty claim and the product, it typically takes 7-10 business days to assess the issue and process your claim. We will keep you updated throughout the process. For more details, please refer to our Warranty Policy.
Do I have to pay for shipping when claiming a warranty?
If your warranty claim is approved, we will cover the shipping costs for returning the defective product and sending you a replacement. For international warranty claims, shipping charges may apply. For more details, please refer to our Warranty Policy.
Can I extend the warranty on my product?
Currently, we do not offer extended warranties. However, our Customer Comfort Crew is always here to help if you have any issues with your product beyond the warranty period. For more details, please refer to our Warranty Policy.
