We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@willowtreedecor.com. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@willowtreedecor.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
A behind-the-scenes look at every stage of the process, photographed at the family's workshop in Southeast Asia.
Every piece begins here. Ian is based in SE Asia and visits this family's workshop regularly (he's got the best job!). It's where we've built a relationship rooted in trust, craft, and shared values. The lady here is K. Max (nickname). Her skill is incredible!
At the heart of the workshop stands a traditional wood-fired brick kiln. The same design used by the family for generations.
The process starts with clay sourced directly from the local river. Each batch is kneaded by hand to remove air and achieve the right consistency.
Working with steady hands and practised instinct, the clay takes its first form on a traditional potter's wheel.
No two pieces are shaped in exactly the same way. Each one responds to the touch of the maker.
Once the clay is firm enough, the artisan selects a hand tool to begin carving. The designs are drawn from the family's own creative tradition.
Each pattern is carved freehand, a skill that takes years to develop and cannot be replicated by machine.
The finished pieces are carefully packed into large firing pots, which protect them and control the flow of heat and smoke during firing.
For the distinctive black and grey finishes, rice husks (a by-product of the local rice harvest) are added to the firing pots. The husks reduce oxygen inside the kiln, creating the deep, smoky tones.
The firing pots are loaded into the kiln by hand. The placement affects how heat and smoke move around each piece. Another variable that makes every item unique.
Inside the kiln, pieces are stacked with care. The firing process takes hours, with the wood fuelling a slow, controlled burn that develops the final colour and finish.
A simple, natural by-product of the harvest. Rice husks have been used for centuries to create the rich, earthy tones that define our ceramics collection.