Custom order Terms and Conditions
Your custom order invoice expires 6 months after the invoice date if the agreed price or deposit has not been paid.
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.
If you delay paying the deposit beyond the final agreed date, the timeline may be extended.
The custom order invoice includes the price of the project, the shipping fee, and tax (if applicable).
Import fees are not included.
The custom order can only be paid via the check-out link found in your webshop order details email. Payments are only taken through my webshop, debit/credit card is available, and PayPal is available upon request.
Payment plans are not available, other than the 25% deposit commonly agreed upon for projects over 1000USD.
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 price quote 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 active projects will be completed first.
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.
We ship from Florida, USA.
We do not ship custom projects to P.O. boxes and some countries are unavailable due to political and geological issues. You may need to sign on delivery.
The shipping fee has been calculated based on a shipping size estimate for your provided project details and shipping address.
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. Expect to pay at least 10% to 50% extra of the entire invoice price for customs fees.
A full refund of your custom order is always immediately available if the project has no work done whatsoever.
A full refund of your custom order 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 or otherwise unable to accept the final order, it will be placed for sale and your custom order will be refunded AFTER the piece is sold.
Any cancellation somewhere in-between these two situations may potentially 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. If there’s an issue with your project after delivery, such as sizing or shipping damage, it’ll be returned and repaired or compensated based on the situation. If you’re wholly unsatisfied with the project, you may ship it back at your expense or sell it yourself, and it may be possible for me to sell your project to get a refund sorted for you.
If you refuse to pay the import fees, the custom order will be returned to me. You will have to purchase the shipping fee again or choose for me to place your project for sale, and you can be refunded if it can be sold.