Question 1

How long does delivery take?

Accepted Answer

We offer the following delivery options:

• Colombo & Suburbs: 1-2 business days
• Other Areas in Sri Lanka: 3-5 business days
• Remote Areas: 5-7 business days

You'll receive a tracking number via SMS/email once your order is dispatched.

Question 2

What are the shipping charges?

Accepted Answer

Shipping is calculated at checkout based on your location:

• Free Shipping: Orders above Rs. 5,000
• Colombo & Suburbs: Rs. 350
• Other Areas: Rs. 450
• Remote Areas: Rs. 550

Express delivery options are available at an additional cost.

Question 3

How can I track my order?

Accepted Answer

Once your order is dispatched you'll receive a tracking number via SMS and email. You can click the tracking link in your email/SMS, visit our website and go to Track Order, or contact our customer service with your order number.

Question 4

Can I change my delivery address after placing an order?

Accepted Answer

You can change your delivery address within 2 hours of placing your order by contacting us at support@willowstyles.com. Once the order is dispatched, address changes are not possible.

Question 5

What happens if I'm not available to receive my order?

Accepted Answer

The courier will attempt delivery up to 2 times, contact you via phone, then hold the package at their nearest hub for 5 days. If unclaimed the order is returned to us and we'll arrange redelivery (additional charges may apply).

Question 6

Do you offer Cash on Delivery (COD)?

Accepted Answer

Yes! We offer Cash on Delivery across Sri Lanka. A small COD fee of Rs. 100 applies. COD is available for orders up to Rs. 25,000. For orders above this amount, please use our online payment options.

Question 7

What is your return/exchange policy?

Accepted Answer

We offer exchanges within 14 days of delivery. Items must be unused, unwashed, with original tags attached and in original packaging. We do not offer cash refunds — exchanges are for the same or different items of equal or greater value.

Question 8

How do I initiate an exchange?

Accepted Answer

Email exchanges@willowstyles.com with your order number and preferred replacement. Wait for our confirmation with return instructions, then ship the item back (customer covers return shipping). Replacement is sent after inspection. The process takes approximately 7-12 business days.

Question 9

Can I return sale items?

Accepted Answer

Sale items can be exchanged within 14 days unless marked Final Sale - Size Exchange Only. Final sale items are only eligible for size exchanges (same style, different size) subject to availability.

Question 10

What if I received a damaged or wrong item?

Accepted Answer

Contact us within 48 hours of delivery. Email support@willowstyles.com with your order number, clear photos of the issue, and a description of the problem. We'll arrange a free replacement or full refund within 3-5 business days.

Question 11

Who pays for return shipping?

Accepted Answer

The customer pays for standard exchanges (size/colour preference) and change of mind returns. Willow Styles covers shipping costs for defective or damaged products, wrong items sent, and our fulfilment errors.

Question 12

How do I find my correct size?

Accepted Answer

Use our Size Guide available on each product page. Take your bust, waist, and hip measurements, compare with our size chart, and check the specific product's fit notes. If you're between sizes we generally recommend sizing up.

Question 13

What if the item doesn't fit?

Accepted Answer

You can exchange for a different size within 14 days of delivery. The item must be unworn with tags attached. Email exchanges@willowstyles.com with your order number and preferred size.

Question 14

Are your sizes true to size?

Accepted Answer

Our sizes follow Sri Lankan/Asian sizing standards. Fit can vary by style — bodycon dresses may run slightly small, flowy/A-line styles are true to size, and oversized styles can be sized down for a fitted look.

Question 15

How do I care for my garments?

Accepted Answer

Machine wash cold on gentle cycle, turn inside out before washing, avoid bleach and harsh detergents, hang dry or tumble dry low, and iron on low heat if needed. For delicate fabrics like silk or chiffon, we recommend dry cleaning.

Question 16

Are your products ethically made?

Accepted Answer

Yes. Our garments are made in certified fair-wage facilities, crafted with quality materials, and produced in small batches to minimise waste. We are continuously working to improve our sustainability practices.

Question 17

What payment methods do you accept?

Accepted Answer

We accept Credit/Debit Cards (Visa, MasterCard, Amex), Bank Transfer (all major Sri Lankan banks), Digital Wallets (PayHere), Buy Now Pay Later (Koko, MintPay, Payzee — 3 instalments, 0% interest), and Cash on Delivery islandwide.

Question 18

How does Buy Now, Pay Later work?

Accepted Answer

Select Koko, MintPay, or Payzee at checkout. Pay the first instalment immediately and the remaining two monthly. No interest, no hidden fees — subject to eligibility and provider terms.

Question 19

Is my payment information secure?

Accepted Answer

Yes. We use SSL encryption for all transactions, PCI-DSS compliant payment gateways, and we never store your full card details. Secure 3D authentication is required for card payments.

Question 20

Do you offer discounts or promo codes?

Accepted Answer

Newsletter sign-up gives 10% off your first order. We run seasonal sales with up to 50% off selected items and share exclusive promo codes on Instagram and TikTok. A student discount of 15% is available with valid ID — email us to claim. Only one code per order.

Question 21

Why was my payment declined?

Accepted Answer

Common reasons include insufficient funds, incorrect card details, an expired card, a bank security block, or international transaction restrictions. Double-check your details, contact your bank to authorise the transaction, or try a different payment method.

Question 22

Do I need an account to place an order?

Accepted Answer

No, you can checkout as a guest. However an account gives you faster checkout with saved addresses, order history and tracking, a wishlist, exclusive member offers, and easier exchanges.

Question 23

How do I reset my password?

Accepted Answer

Click Login, then Forgot Password. Enter your email and follow the link in your inbox. The link expires in 24 hours. If you don't receive the email, check your spam folder or contact us.

Question 24

How do I unsubscribe from emails?

Accepted Answer

Click Unsubscribe at the bottom of any email, email unsubscribe@willowstyles.com, or update your preferences in account settings. You will still receive order-related emails such as confirmations and shipping updates.

Question 25

Do you have a physical store?

Accepted Answer

Currently Willow Styles operates exclusively online, which lets us offer better prices and a wider selection. We occasionally participate in pop-up events in Colombo — follow our Instagram for announcements.

Question 26

How can I contact customer support?

Accepted Answer

Email support@willowstyles.com (24-48 hour response), WhatsApp +94 77 525 2288 (9 AM - 6 PM), Instagram DM @willowstyles, or phone +94 77 525 2288 (Mon-Sat, 9 AM - 6 PM). Please include your order number for the fastest response.

Question 27

Do you offer gift wrapping?

Accepted Answer

Yes — premium gift wrapping for Rs. 250 includes an elegant gift box, tissue paper, ribbon, and a personalised card. Select Gift Wrap at checkout and add your message.

How Can We Help?

Orders & Shipping

Returns & Exchanges

Products & Sizing

Payment & Pricing

Account & General

Orders & Shipping

Returns & Exchanges

Products & Sizing

Payment & Pricing

Account & General

Still Have Questions?

Email Us

WhatsApp

Business Hours

Secure Payments

Fast Delivery

Easy Exchanges

Quality Assured

Helpful Links

How Can We Help?

Orders & Shipping

Returns & Exchanges

Products & Sizing

Payment & Pricing

Account & General

Orders & Shipping

Returns & Exchanges

Products & Sizing

Payment & Pricing

Account & General

Still Have Questions?

Email Us

WhatsApp

Business Hours

Secure Payments

Fast Delivery

Easy Exchanges

Quality Assured

Helpful Links