Question 1

How long does delivery take?

Accepted Answer

Orders arrive within 2-4 business days anywhere in Sri Lanka. We dispatch within 1-2 business days and send a tracking number by SMS/email once your order is on its way.

Question 2

What are the shipping charges?

Accepted Answer

Shipping is a flat rate per order based on your region:

• Colombo Metro: LKR 400
• All other areas of Sri Lanka: LKR 450
• Free delivery anywhere in Sri Lanka on orders over LKR 10,000

Your exact cost is always shown at checkout, and the full table is on our Shipping Policy page.

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. Cash on Delivery is available anywhere in Sri Lanka, with no extra COD fee.

Question 7

What is your return/exchange policy?

Accepted Answer

You can exchange unworn items within 14 days of delivery (unwashed, original tags and packaging). Change-of-mind and size returns are exchanged, not refunded; faulty, damaged or incorrect items are replaced or refunded to your original payment method (store credit for Cash on Delivery orders).

Question 8

How do I initiate an exchange?

Accepted Answer

Email support@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 a refund to your original payment method (store credit for Cash on Delivery orders) if a replacement isn't possible.

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 support@willowstyles.com with your order number and preferred size.

Question 14

Are your sizes true to size?

Accepted Answer

Willow Styles uses UK sizing (UK 6 / XS to UK 12 / L). Fit varies by style, so compare your measurements with the size guide and the fit-model details on each product page.

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

What payment methods do you accept?

Accepted Answer

Cash on Delivery anywhere in Sri Lanka (no COD fee), Visa and Mastercard credit/debit cards (via OnePay), bank deposit, and buy-now-pay-later instalments with Koko or Payzy. Card and instalment payments carry a processing fee, which is shown at checkout before you pay.

Question 17

How does Buy Now, Pay Later work?

Accepted Answer

Choose Koko or Payzy at checkout and complete the provider's quick sign-up. The provider sets the instalment plan and eligibility (Payzy lets you split into up to 4 payments). A processing fee applies and is shown at checkout before you confirm.

Question 18

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 19

Do you offer discounts or promo codes?

Accepted Answer

We run seasonal sales on selected items and share promo codes with newsletter subscribers and on Instagram and TikTok. Only one code can be used per order.

Question 20

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 21

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 22

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 23

How do I unsubscribe from emails?

Accepted Answer

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

Question 24

Do you have a physical store?

Accepted Answer

Currently Willow Styles operates exclusively online, which lets us offer better prices and a wider selection.

Question 25

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 @shopwillowstyles, or phone +94 77 525 2288 (Mon-Sat, 9 AM - 6 PM). Please include your order number for the fastest response.

Question 26

Do you offer gift wrapping?

Accepted Answer

We don't currently offer a gift-wrap option at checkout. If you're sending a gift, message us on WhatsApp before you order and we'll let you know what we can arrange.

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