Frequently Asked Questions

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  1. How do I make changes in my shipping or billing information?

    If you need to update your information on your account, please do so here. Please know order information cannot be edited once orders have been placed – this  includes email, shipping address, shipping service, and order contents.

  2. How much is shipping?

    Shipping rates for items from the shop will vary by service type and weight/size of order. Refer to the checkout page for accurate shipping and handling amounts. More shipping information can be found here.

    Free shipping for all domestic orders of $60 and Canadian orders of $99. Free shipping applies to Economy shipping only. This excludes digital items and items with fixed shipping.

  3. How will my order be shipped?

    Though we use a variety of shipping methods, our two primary methods of shipping are United States Postal Service and UPS. The shipping method used for each order will be determined by several factors including the weight/size of your package, the type of package, and the shipping destination. Please see our shipping page for further clarification.

  4. What is the return policy?

    Please review all items carefully before a purchase is made as all sales are final, including orders not yet shipped. All items in your cart are listed for review before purchase. In addition, completed orders are listed on your account under My Orders. Please review those items, as these terms apply to duplicate items as well.

  5. I never received my order. What now?

    If your package did not arrive or you received incorrect items, please contact our Customer Experience Team here. Please note that the waiting period for shipments varies by destination. Domestic packages are deemed “lost” 30 days after shipment. Packages shipped to Canada and internationally may be declared “lost” 45 days after the shipment date. For packages shipped to Singapore and Malaysia, there is a 60 day waiting period, and a 120 day waiting period for shipments to Brazil. More shipping information can be found here

  6. Where did the name "Harper + Willow" come from?

    Jess explains the meaning of the name in this YouTube video.