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FAQ



Can I not register for an account and just proceed to purchase online?

Yes, you can just purchase as a guest. The benefits of registering an account with us are that you can view your purchase history and faster processing of future orders since your mailing address is in our records.



How do I get updated on new products and promotions?

‘Like’ us on Facebook at www.facebook.com/willowandsage and be updated on our latest products and promotions.



What happens when I place an order online?

If you have provided a valid e-mail address during the purchase process, you will receive an e-mail message shortly after you make a purchase confirming your online order.



Can I make changes/cancellation to my order?

Orders that have been processed and paid cannot be changed or cancelled. Please email us at info@willowandsage.com.sg for assistance.



What happens if the items I ordered are out of stock?

We update to our best ability the updated stock status online. But in the event of out of stock situations, we will email you with the options of waiting for the item, replacing the item or refunding the paid item.



What are your other ordering methods? Do you have a physical shop?

We are only able to accept orders sent via our website through the shopping cart feature or via email to info@willowandsage.com.sg. We do not have any physical shop at the moment.



What are the return and exchange policies?

We are unable to provide any exchanges or refunds. In rare instances of product defect, an exchange/refund will be processed when the item is returned in original condition, unused and with original tags within 14 days of receipt.



Can I view my purchase history?

If you have signed up for a free account with us, purchase history could be retrieved under My Account page after successful member login.



How can I contact Willow & Sage about my orders?

You can email us at info@willowandsage.com.sg



What are your payment methods?

For local customers, you can pay via bank funds transfer either through ATM or online banking. Local customers who prefer to use their credit cards and overseas customers can pay via Paypal. You do not need to have a Paypal account.



Do you ship outside Singapore?

Yes, we do. Please email us at info@willowandsage.com.sg with your enquiries.



Do you do meetups or cash on delivery?

We do not do meetups or cash on delivery. Payment must be received prior to mailing out of the items.



How do I know when my order has been mailed out?

Upon confirmation of your payment received, we will mail out your order within 2 working days and will notify you via email.



How long will delivery take?

Packages sent out via Singpost to local addresses will take about 2-3 working days through normal mail. Registered mail will take about 3-4 working days.



Can I track my order?

For normal mail, you will not be able to track your order. For registered mail, please contact us for your registered article (RA) number should the order not reach you within 1 week. You’ll be able to send out a redelivery request to Singpost with your RA number. Please see http://www.singpost.com/customer-care/105-faq.html for more information.



What happens if I am not home to receive my registered article?

The postman will leave a notification at your door. Please contact Singpost based on the instructions on the notification to arrange for redelivery/redirection.



What happens if my order does not reach me?

We do leave a return address on the package but cannot guarantee that items will reach you through normal post. Registered mail is highly recommended at additional S$2.50. Willow & Sage bears no further responsibility after order has been mailed out.



How will my items be packed?

We will pack all items with care. Bottles with liquid will be taped and placed in ziploc bags to prevent leakage. Bubble wrap will be used if necessary. However, to reduce environmental impact, products that comes in orginal boxes will not be bubble wrapped. Please state separately in the comments box when placing your order if you wish for us to do so.



I do not see my question.

Please email us at info@willowandsage.com.sg with your question.

Thank you!

 

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