Willow Winters, owner and the main reason we are all here! Willow writes all of the books and oversees all aspects of Willow Winters Publishing with the help of #TeamWillow as follows.

Shawn, Willow's Hubby and joint owner of Willow Winters Publishing LLC. Shawn handles all the admin and finances and day to day background tasks.

Sophie Broughton, Vice President of Operations. Sophie oversees all aspects of Willow Winters Publishing and manages all the arms of the company.

Colleen Oppenheim, Customer Service Admin and the forever helpful voice behind all of our contact forms. Colleen also helps Willow and Sophie with the management of Willow's Patreon.

Maddison Broughton, Assistant to Sophie. Helps out with Customer Contact forms to assist Colleen.

Pamela and Kerez, Warehouse Managers and the amazing team behind all your orders.

Please note that the whole team is included in the day to day of Willow Winters Publishing, we discuss everything with each other and all decisions made regarding orders are done so as a team.

If you have an issue around your account and/or order. You can always use our Contact Us page, however please read the following FAQ page to see if your question is covered below.

If you are attempting to log into your account, please enter your email address and we will send you a log in code.

All contact form emails will be answered by Colleen, please note Willow doesn't manage the contact forms, we can get 50-100 in any given day. If your contact form is a note for Willow, Colleen will ensure that your form reaches Willow.

Please note, we do not offer phone calls/consultations for orders/account issues.

Please note, all contact forms lead to our Help email. Contact forms & emails are answered during business hours M-F (not including holidays).

Thank you.

Your Subscription can be managed in your account here! If you still have questions, please CONTACT US.

Subscriber note: please do not manually trigger any renewal payments without first contacting the team. This could void your subscription with us.

Please note – Subscriptions are shipped seasonally during the months of March, June, September and December.
We ship the boxes during the whole month each season, so please allow for your subscription to be shipped until the very end of the month before contacting us. Subscription boxes are exempt from out 15 Business Days processing time.

There are no set boxes that we ship the Subscription boxes in, these can and will vary from season to season depending on what we include in the boxes. Boxes used for Subscription Mailings will be but are not limited to: White & Brown Book Lover Boxes, Pink Book Lover Boxes & Blue Willow Winters Boxes.

Currently we are trying our very best to process (not including shipping times) all orders upto 15 business days (not including Saturday) after the date of your order.
This obviously is stock depending, if your order is placed on hold it is because we are awaiting items to come in to fulfil your order.

Processing time does not include time associated with the shipping method that you choose. Add our processing time and shipping times together to estimate when you will receive your order.

Once your order leave us, the time to reach you will depend on the shipment process with USPS and unfortunately we can’t advise on how quick/slow this will be. Please also take into consideration that when your order leaves us, USPS are responsible for the package. We cannot control if your order gets held up or if it takes longer than the USPS stated time. We do not control shipping, nor are the times stated our times.

Please note, due to our processing times it is normal not to hear anything from us while we work though orders.

We ship to the majority if the world, however there are some limitations.

Customers shopping from within the European Union (please see the list of effected countries below) will no longer be able to order from our shop from December 4, 2024. This is due to the new General Product Safety Regulation (GPSR) guidelines set out by the European Commission.

All our shipping prices pull in real time from USPS, we cannot set or amend these ourselves. International customers should also be aware they may receive import, tax or customs fees.

We do not pay these fees, customers are in charge of paying these in order to release their package.

Once your order leave us, the time to reach you will depend on the shipment process with USPS and unfortunately we can’t advise on how quick/slow this will be. Please also take into consideration that when your order leaves us, USPS are responsible for the package. We cannot control if your order gets held up or if it takes longer than the USPS stated time. We do not control shipping, nor are the times stated our times.

Processing time does not include time associated with the shipping method that you choose. Add our processing time and shipping times together to estimate when you will receive your order. Shipping charges are for the shipment time only. So the time it takes for your package to arrive with you, once it leaves us.

Paying for priority shipping does not mean that we can process your order any quicker than the times stated in the FAQs.

EU countries affected by the new GPSR Guidelines:

Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Track your package:

You can always log into your account to check on your order, tracking will be visible in your account. When your order is complete, and ships you will be sent an email with a tracking number.

If your shipment is delayed or hasn’t shown up/moved for a few days you need to contact USPS/your local post office. Please do not contact us before contacting USPS/your local post office, we can only see/get the same information you have on your Tracking Number.

Lost Packages:

If USPS/your local post office marks your package as lost or undeliverable, please contact USPS/your local post office and escalate with them via a claim form or helpline.

We will not be sending out replacements for lost packages until a claim has been made with USPS/your local post office. Once a claim is filed we can issue store credit or a replacement at our discretion.

Undelivered Packages/Missing Deliveries:

If USPS/your local post office marks your package as delivered but you have not received your package, please contact USPS/your local post office and escalate/file a claim with them.

We are not responsible for stolen packages, therefore they will not be refunded or replaced. Once your package leaves us, it is out of our control and under the responsibility of USPS/your local post office.

Address issues/mistakes:

Please, please ensure you triple check the shipping address you are inputting on to your account/order before checking out. Willow Winters Publishing LLC have no way of knowing your address, only what is inputted on the site when you check out.

We will not be held responsible for resending packages for customers who have entered the wrong addresses/move house and don't update their order.

Orders that are shipped out to a wrong/old/unoccupied address will be met with a reshipment charge. Alternatively, your order will be refunded minus the initial shipment charge if one was made.

REFUNDS:

Refunds are only processed on orders if there is an issue with your order.

Please CONTACT US to start this process.

We ask that all items are returned within 7 days of receipt of your order. Once we have received your order back to us, in the condition it was sent out, we will process your refund.

No refunds will be offered on items after 7 days. Please note, we cannot offer refunds on orders where customers have simply changed their minds.

DAMAGES & REPLACEMENTS:

While we understand damages can happen, please note we are not responsible for small damages that can happen during the shipping process. We will do our best to ensure your book leaves us wrapped well for its journey, however should a small damage occur during the shipping process replacements will not be sent for those.

If your item arrives with significantly bad damage, please CONTACT US within 7 days of receipt of your order so we can try and sort a solution for you.

Please note, you will be asked to return your damaged product in order to receive a replacement or refund. Customers understand that in doing this, there is no guarantee that the replacement if available will arrive undamaged.

Only one replacement will be offered per order. There are no refunds or replacements offered for Damaged Books, all sales are final.

We do not offer replacements for general wear and tear on books. We also do not offer replacements on merch items that have been used in ANY capacity after receipt of the order. We also do not offer replacements to customers who have been found to be resellers on Mercari or eBay!

We also do not offer shipping labels for returns.

Please note, not all replacements are guaranteed. They are offered at Willow Winters Publishing LLC teams discretion.

DUPLICATE BOOKS/MERCHANDISE:

Please ensure you have left a note in the cart section at checkout to tell us what books you already have OR CONTACT US as soon as you have placed your order to have us update the note.

We will only offer a replacement for a duplicate if we accidentally miss a particular title listed in your notes.

Since these are Mystery Boxes, if we do not have a note on the order from you, we will not replace a duplicate book.

All replacement enquiries must be made within 10 days of receipt of your order. Requests after this time cannot be fulfilled.

We now have a new loyalty program in the shop! For every $1 you spend you will be rewarded 1 point. Once you have built up 100 points, you can then start redeeming your points on future orders getting you money off your purchases!

To redeem your points, you will need to click on REWARDS at the bottom of your screen and exchange your points for a coupon which you can use at checkout. In order to get points for your orders, you MUST have a registered account.

Please note:
Once manually redeemed, points cannot be applied back to your account. You can leave your points to grow in your account and they will not expire.

Please also remember that only one coupon code can be used per order. So save your points for future orders if you have a % coupon to use instead.

Once you have redeemed a coupon it will automatically apply to your next order. If you do not wish to use it, please ensure you remove it manually from your order. We cannot refund coupons and attach them back to your account once used.

Willow’s Patreon account is packed with exclusive content and early sneak peeks not available anywhere else! There are also tiers to join that offer a Signed Special Edition Paperback or Hardback each month!

All Patreon special editions are shipped at the end of the following month.

So, the Feb Special Edition will ship at the end of March. March Special Edition will ship at the end of April and so on.

Special Editions are only sent to full paying members for the whole qualifying month.

If we encounter any delays or issues with shipments, updates will always be posted within Patreon itself. Please do not contact us via this website regarding delays.

If you’d like more information on all Willow’s Patreon Tiers, please click here!

Kickstarter is an online platform where creators share new visions for creative work with the communities that will come together to fund them. Willow does regular Kickstarters for her Decadent Collections and other special editions that are not available anywhere else – Kickstarter is useful for Willow to gauge numbers and interested and have the funds to bring these very special editions to her readers.

INTIAL RED FLAGS YOU SHOULD ALWAYS BE MINDFUL OF:

Willow NEVER picks winners. This decision was made a couple years ago now because of scammers. So anyone claiming you have won using her name and pics is a scam.

Anything with no visible username and instead using things like this: "`~``

We will NEVER ask you to "Check out a profile" or "look at the post on my feed"

We will NEVER ask you to "register via an external website"

We will NEVER ask you for your credit card information. Prizes are F R E E, you should NEVER hand over your details to win a F R E E book. If anyone ever requests banking info for a free prize, RUN AWAY!

Multiple winners being picked all in one go.

An account being called @sophaloph2.0 on Facebook and not verified.

Here is how we do, do things!

Willow’s main and ONLY Tiktok Acct is @willowwintersauthor

Willow’s main and ONLY instagram account is @willowwintersshouldbewriting

Willow’s main and ONLY Facebook page is Willow Winters

These are the ONLY accounts we post giveaways to and pick winners from.

Sophie Broughton, closes all Willow’s giveaways on Facebook, Instagram and TikTok.

Her username on Instagram is @sophaloph2.0 (verified account)

TikTok is @sophaloph2.0

Facebook is Sophie Broughton and again it's verified so you’ll see a blue tick next to her name/comment.

Winners picked on Facebook will be asked to email Sophie directly at sophie@willowwinterswrites.com for a claim form.

On IG the winners comment will be pinned and the post caption is edited to advise winners to message @sophaloph2.0

On TT Sophie will follow you from her account above and ask you to message her to get the claim form

Winners are only ever required to complete a Google Form which asks them for their name, email, mailing address and what they won. Again, no website registration or credit info necessary.

While the SHOP APP may be good for some, we would advise all customers not to fully trust the information given via the APP.

We have had customers being sent delivered notifications when we haven't even processed the order.

All updates on your orders should be checked via your account through our website ONLY. Tracking emails are sent when we ship your order, please use the Tracking Numbers we send.