Falling at First Sight

TO FIND OUR CURRENT CHRISTMAS 2024 PROCESSING INFORMATION, PLEASE SEE THE FIRST QUESTION ON OUR FAQ PAGE

-------

While we may seem like a large operation here at Willow Winters publishing we’re actually not.
We have less than a handful of people in the warehouse responsible for shipping orders, and one person who handles our Customer Service contact form.

Because of this, our current processing time on orders is 15 business days - not including Saturdays & Sundays.

If you have placed an order that is still within the 15 business days, please do not reach out to us asking for an order update - your email will not be answered.
If your order is over 15 business days, please reach out via our contact form so we can advise you.

While Willow and Hubby, print edges, glue and crimp our special editions, please understand we are still beholden to external printers who actually print our books from file. We do not print and produce our own interiors. And so, this means we can sometimes face delays as we have no control over external printers. Orders coming into us can sometimes range from 5-10 business days up to 30 business days, and don’t get us started on when these printers cancel our orders without warning. Alls to say, please be patient and understanding if we are facing delays on certain titles. We’re doing the best we can.

The processing time stated above, is just our processing time. It does not include shipping.
Shipping times/rates are chosen by you at checkout. Shipping is done via USPS and once the package leaves us, it is out of our control. We do not have any other information on your packages other than what is shown in your tracking visible to you.
While we’d love to have a direct line to every mail man, we do not. And so, please appreciate that since we do not hand deliver parcels, we can’t advise you on where your mailman may have left your order, we can’t tell you what route it’s taking, and we can’t pick up your package from the post office.

From December 4, 2024 we can no longer ship to any countries within the EU and Northern Ireland due to the new GPSR guidelines set out by the European Commission.

Refunds are only processed if there is an issue with your order and items must be returned within 7 days in their original condition.

We do not offer refunds for items returned after 7 days or for customers changing their minds.

While we strive to package items carefully, we are not responsible for minor shipping damages and will only address significant damages reported within 10 days of receipt, with replacements being at the team at Willow Winters Publishing LLC's discretion.