Shipping policy

Willow Jane Mercantile - Store Policy

Thank you for shopping at Willow Jane Mercantile! We strive to provide you with high-quality products and excellent service. Please take a moment to review our store policy regarding sales, returns, exchanges, and damaged or missing packages.

SALES, RETURNS, & EXCHANGES

All sales are final. We do not accept returns or exchanges unless specifically approved by Willow Jane Mercantile. If you have an issue with your order, please contact us at willowjanemercantile@gmail.com, and we will assess the situation on a case-by-case basis.

DAMAGES & MISSING PACKAGES

We understand that occasionally issues may arise during shipping. Please carefully review the following procedures for reporting damages or missing packages:

Missing Packages:

  • Any missing package must be reported to us via email at willowjanemercantile@gmail.com within 7 business days of the expected delivery date as indicated by the tracking information.
  • If a missing package is reported after this 7-business-day window, we will be unable to assist directly. In such cases, the customer will need to submit a missing mail request directly through the USPS website (USPS.com).

Damaged Packages:

  • Any damages to your order must be reported to us within 24 hours of the package being marked as "delivered" according to the tracking information on the USPS or UPS website.
  • If damage is reported after this 24-hour timeframe, you will need to submit a claim directly with the shipping carrier (USPS or UPS), as we will be unable to process a refund or replacement.
  • To process a claim for damaged items reported within the 24-hour window, please email willowjanemercantile@gmail.com with the following information:
    • A detailed description of the damage.
    • Clear photographs of the damaged item(s) and the damaged packaging.
    • Your name or order number.
  • Important: Please retain the original packaging and the damaged product, as the shipping company may require these items to process their claim. Failure to provide photographs and keep the box and product will prevent us from validating the damage and processing a refund or reshipment. In such cases, you will need to file a claim directly with the shipping carrier.

Upon receiving your email with the required information within the 24-hour timeframe, we will assess the damage. If possible and if we have extra stock, we will reship the damaged item(s). If a reshipment is not possible, we will issue a refund for the damaged item(s).

Thank you for your understanding and cooperation. If you have any questions regarding this policy, please do not hesitate to contact us at willowjanemercantile@gmail.com.