Terms of Service
We/us (Willow Creative)
You (customer)
Custom order Terms and Conditions
These terms and conditions only apply if the custom order invoice for the deposit or the quote, has been paid as proposed. If the custom order invoice has been paid successfully, your project is considered confirmed and active. Your custom order invoice expires 6 months after the order date if the invoice has not been paid.
Timeline If you delay paying the deposit beyond the proposed payment date to confirm your project, the timeline may be extended. If you do not clearly communicate your intentions to pay the deposit as proposed, your timeline may be extended or your order may be cancelled and refunded to allow proper scheduling of all paid custom work. The timeline for most custom orders varies between 2 weeks to 6 months after the agreed price or deposit has been paid, based on what’s been discussed for your custom project and the list of other active custom orders.
Cost The total custom order quote includes the price of the project, the shipping fee (if applicable), and tax (if applicable). The quote cannot be negotiated. Rush fees may apply if the desired timeline is earlier than our proposal. Import fees (if applicable) are not included in the quoted price.
Free shipping for domestic US is available if the custom project is quoted less than 1000USD or if the custom project is paid in full from the beginning.
Payment
The custom order can only be paid via the check-out link found in your web order email, with the order invoice. Payments are only taken through the webshop, debit/credit card is available, and PayPal is available upon request. Your payment method’s personal information needs to match the billing address on the invoice, such as your full name and zipcode/address.
Payment plans are not available, other than the 25% deposit commonly agreed upon for projects quoted over 1000USD, and the final 75% due at completion of the project. If you wish to delay the final payment, please communicate it so the timeline for your project can be extended.
Communication Communication is solely via e-mail. If your custom order requires any reviews based on initial work, you are provided (2) opportunities to request changes based on the images of the sketch or initial build that will be emailed to you. Additional requests may not be possible or require additional fee based on the extra time it requires to make those changes. You may inquire via e-mail at any time after your invoice is paid to get the current progress on your project. It is possible your project may not have any progress for a while after your order is paid, as previously scheduled projects will be completed first.
Shipping The completed custom order will be shipped after the full due payment and shipping fee is transferred successfully and the order has been satisfactorily completed according to the discussed details. Every shipment will include a tracking number. We ship from Florida, USA. We do not ship custom projects to P.O. boxes. You may need to sign on delivery. It is not possible to locally pick up your project. The shipping fee has been calculated based on a shipping size and weight estimate for your provided project details and shipping address. You will be asked to confirm your shipping address upon completion of the project and all payments.
Free domestic US shipping only applies to the 49 states excluding Hawaii and Alaska, military and territories such as Puerto Rico.
International shipping and customs fees International shipping may not be available for some countries due to political and geological issues. Based on the shipping service and the destination, it may take 2 weeks to 2-3 months for your project to arrive. It is possible international shipping does not provide any tracking updates for multiple weeks. If you purchase a high value project and ship it to a different country than the USA, you may be charged customs fees from your government. Inquire with your government tax office for an estimation of the costs. Willow Creative has no involvement in this process, it is entirely between you as the buyer/importer and your government tax policies. The chosen shipping company will act as the broker and may charge additional fees for this service. The value of the shipment will be based on the total quoted price of the project. Expect to pay at least 10% to 50% extra of the project price for customs fees. If you refuse to pay the import fees, the custom order will be returned to us. You will have to purchase the shipping fee again or we can place your project for sale, and you can be refunded if it is sold. As the shipping service is considered ‘used’, it is not possible to get a refund on the initial shipping fee.
Refunds and cancellations A full refund of any payments made is always immediately available if the project has no work done whatsoever. A full refund of any payments made is available if you find that the order is not completed within 1 month after the discussed timeline and you do not wish to wait for delays. If you wish to cancel after the project is (nearly) complete within the discussed timeline or otherwise unable to accept the final order, it will be placed for sale and your payments will be refunded AFTER the piece is sold. Any cancellation somewhere in-between these two situations may be eligible for a partial refund, depending on the situation.
It is not possible to return a custom project after delivery for an immediate refund, as it’s custom-made for you and as such it cannot be restocked to shop inventory. Unsatisfied with your project If there’s an issue with your project after delivery, such as sizing or shipping damage, you may request a return shipping label and it can be repaired or compensated based on the situation. Please communicate your issues and include suitable photos of the issues and packaging material. If you’re wholly unsatisfied with the project, you may ship it back at your expense or sell it yourself. You may ship it back to us, and we may sell your project on your behalf, to get a refund of your payments. As the shipping service is considered ‘used’, it is not possible to get a refund on the initial shipping fee. The shipping fee can only be disputed with suitable photos of the shipping packaging and the items inside, and description of the damage sustained during shipping. If your package is lost during transit and no update on the tracking has been issued for more than 60 days, it may be replaced with a newly made item or refunded based on the situation.