West & WillowReviews of westandwillow.com

Reply from West & WillowJul 1, 2025

Hello Leila, We're really sorry to hear the quality of your order wasn’t perfect! We’d be more than happy to replace it for you. Please check your inbox for more details—we’ve sent you an email to get this sorted.

Reply from West & WillowJul 1, 2025

Hey Mia, Thanks so much for your lovely feedback and for being a returning customer — we really appreciate it! 🐾 I’m so sorry to hear about the issue with the first frame not hanging flush. That’s definitely not what we’d want for you. We’ve already sent an email to help make things right. Thanks again!

Reply from West & WillowJul 1, 2025

Hello Amanda, We hate to hear that the quality of your order was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.

Reply from West & WillowJul 1, 2025

Hello Kelly, Thank you so much for your feedback—we truly appreciate it! At the moment, we don’t have a preview system in place, but our team is actively working on internal updates based on suggestions like yours. Regarding size, our prints are measured by the paper size, ensuring accuracy. If you believe you received the wrong size, please feel free to email us and we’ll be happy to look into it!

Reply from West & WillowJul 1, 2025

Hello Olivia, We hate to hear that the quality of your order was not perfect! We are more than happy to get this replaced for you. Please check your email inbox for more details.

Reply from West & WillowJul 1, 2025

Hi Lynda! Thanks so much for your feedback—I’m so sorry again for the delays and issues, especially with it being a birthday gift. I’m really glad to hear the final portrait turned out well and that everything's now sorted ❤️ Really appreciate your patience throughout!

Reply from West & WillowMay 14, 2025

Hi and thank you for reaching out to West & Willow! Your request has been received and is in the queue to be answered within the next 1-3 days. We are currently experiencing a very high demand for customer service, but please note that we will get to you and we will provide the highest level of customer service. We assure you that we will respond as soon as possible. Are you unhappy with your completed artwork or did your order arrived damaged? We'll be happy to replace it. Please complete this form: https://airtable.com/shrBqXZhp3VYK94CP and expect an email within 48 hours. Please note that all artwork issues and damaged orders must be processed on this form. In order to get your replacement processed ASAP, please complete the form as soon as you can. Looking for your digital file? Our system experienced an outage and a few customers never received their emails - we will send them to you manually. In the meantime, check out some of our top questions and answers below. How long will it take for me to receive my order?: https://westandwillow.com/policies/shipping-policy Orders typically arrive within 2-3 weeks. I'm not sure if my photo will work.: https://westandwillow.com/pages/image-guidelines We can work with most photos! Please upload your best option based on guidance on our image guidelines page: https://westandwillow.com/pages/image-guidelines. Don't worry, if your photo will not make a good illustration for any reason, we will reach out. Can I cancel or make changes to my order?: https://westandwillow.com/pages/contact-us/# We can usually cancel an order or update an address within 30 minutes of it being placed. After 30 minutes cancellations or address updates can no longer be made. Please note, in some cases, changes may result in shipping delays. Cancelation requests within 30 minutes of the order being placed will always be honored. Color, size, and photo updates cannot be made after an order is placed in most cases. If any of this information answers your question or if you have already completed the replacement form, please respond back to this ticket with the word CLOSE