Frequently Asked Questions

Due to large amount of enquiries, we do not respond to enquiries that can be answered in the FAQ below. Thank you for your understanding.

WHO CAN I CONTACT ABOUT AN ISSUE WITH MY ACCOUNT?

You can always use our Contact Us page here, 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.

Thank you.

HOW CAN I GET AN UPDATE ON MY ORDER?

The best way to get an update is by logging into your account and checking on your order. If you do not have an account you can register for one and then CONTACT US and we’ll link the order to your account for you.

Please also take a look at the FAQ below to check out our current processing times. Please note, due to our processing times it is normal not to hear anything from us while we work though orders.

HOW LONG DOES PROCESSING & SHIPPING MY ORDER TAKE?

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.

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.

HOW CAN I TRACK MY PACKAGE?

You can always log into your account to check on your order. 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.

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

DO YOU SHIP INTERNATIONALLY/WORLDWIDE?

Yes we do! 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.

WHEN WILL MY PATREON SPECIAL EDITION SHIP?

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

So, the August Special Edition will ship at the end of September. Septembers Special Edition will ship at the end of October and so on.

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

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

HOW DO I BECOME A PATREON MEMBER?

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!

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

HOW DOES THE NEW LOYALTY POINTS/rewards PROGRAM WORK?

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.

WHO CAN I CONTACT IN REGARDS TO MY SUBSCRIPTION?

Please CONTACT US in regards to your subscription.

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.

MY TRACKING SAYS MY PACKAGE IS LOST. WHAT CAN I DO?

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.

MY TRACKING SAYS MY PACKAGE HAS BEEN DELIVERED, BUT I DO NOT HAVE IT. WHAT CAN I DO?

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.


CAN I GET A REPLACEMENT ON MY DAMAGED ITEM?

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 10 days of receipt of your order so we can try and sort a solution for you.

We do not offer replacements for general wear and tear on books.

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

HOW CAN I GET A REFUND?

Refunds are only processed on orders if there is an issue with your order. 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. Please CONTACT US to start this process.

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.

I PAID FOR 5-10 DAY PRIORITY SHIPPING, WHY HASN’T MY ORDER SHIPPED YET?

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.

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.

I RECEIVED A DUPLICATE BOOK IN MY BOOK LOVER MYSTERY BOX, WHAT CAN I DO?

Please ensure you have left a note in the shipping 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 30 days of receipt of your box. Requests after this time cannot be fulfilled.

WHAT IS KICKSTARTER? HOW CAN I GET WILLOW’S DECADENT COLLECTIONS?

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.

Questions for/about Willow

DID YOU ALWAYS WANT TO BE AN AUTHOR?

Nope! I hated English in school and it’s the only class I ever got a C in. I didn’t go to school for this. I was just a stay at home mom in need of an outlet. And once I started, I fully accepted the challenge of self publishing so I could continue my love for these romance stories.

READING ORDER

I have written so much – more books than some people will read in their lifetime. For an updated list on the reading order, please see the reading order page.

HOW DO YOU COME UP WITH YOUR STORIES?

I get asked this one a lot. I wish I had a better answer, but the simple truth is, the quiet brings stories to me. My muse goes wild on long car rides with the radio off or even when I take a walk to clear my head. Pretty much every night when I lay down to sleep, scenes and characters come to occupy my head.

ARE ALL OF YOUR BOOKS AVAILABLE ON AUDIO?

All of my new releases are available on audio! More books are coming as well. Slowly but surely my full catalog will be available in audio. The links are on each book’s details over on the reading order page.

HOW DO I KNOW IF THE GIVEAWAY ACCOUNT THAT CONTACTED ME IS REAL?

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.
Our VP of Operations, Sophie Broughton closes all Willow’s giveaways on Facebook, Instagram and TikTok. Sophie’s username on Instagram and TikTok is @sophaloph2.0
Sophie’s account is also verified on Facebook so you’ll see a blue tick next to her name/comment.
Gemma Woolley closes giveaways in Begging for Book Boyfriends.

A few things to be aware of that are MASSIVE red flags!

1) Willow never picks her winners. For this reason. So anyone using her picture is a scammer!

2) We will NEVER require you to “check out a profile” or “new posts” or “visit link in bio”

3) We will NEVER ask you to “register on a website”

4) And we will NEVER, ever require your credit/banking information! All we need from you is a mailing address to ship your prize. If anyone ever requests banking info for a free prize, RUN AWAY!

HOW CAN I FIND OUT ABOUT YOUR EVENTS & APPEARANCES?

I have an events page! You can read all about them here!

DOES YOUR FAMILY READ YOUR WORK?

Yes they do! I thought I was the only one who read romance novels until I started writing them. My aunt, my cousins – my grandmother – all read my books. It makes knowing what to get them for Christmas very easy!

ARE WILLOW WINTERS AND W. WINTERS THE SAME PERSON?

Yes they are both me! I write on a whim and whatever mood I’m in. I found that sometimes the books were strikingly different in terms of the feelings they evoked. One light and contemporary romance with those ooey gooey book feels (with the occasional gasp and gut punch) and then others were much darker, more suspenseful, more hold-your-breath throughout most of the book type of book feels. I simply separated the two to make it easy for readers to differentiate and know what exactly they’re about to read based on which pen name is on the front cover.