Frequently Asked Questions

COUPONS AND SALES

Can I cancel my order and use a coupon of your current sale? 
Each coupon given is for a specific date and/or time. Coupon can only be used while sale is active. Coupon cannot be applied to a past order.

What if I forgot to use my discount code?
Unfortunately once your order has been submitted, our software does not allow us to adjust prices to finalized purchases. 

DELIVERY AND TRACKING

We are not responsible for lost or stolen packages. We are not responsible for delays of packages by the carrier. Once the packages leaves out studio it is out of our hands. 

How long does it take for my order to be shipped?
Orders are normally fulfilled within 2-5 days.  Items marked 'made to order' take longer to dispatched, view item description for turn around time. 

How long does delivery take? 
Once order is fulfilled, you'll receive a shipping confirmation email that contains your tracking information.  

My delivery status says 'delivered' but it's not here, what do I do?
We have noticed that the postal service have the tendency to mark packages 'delivered' when they are not.  We suggest to wait a couple of says for package to arrive. 

ORDER CHANGES AND CANCELLATIONS

Can I change my order? 
Yes, if your order hasn't been fulfilled and we have the item you'll like to replaced is available.

Can I cancel my order? 
Once order is placed, you have 24 hrs. to cancel your order, only if your order hasn't been fulfilled already. Contact us as soon as possible.

ORDER ISSUES // RETURNS AND EXCHANGES

I got my order and something is wrong, what do I do? 
Contact us at Blackwillowgallery@gmail.com and let us know the issue, we are gladly to help you with the order. 

Due to COVID19, we are not accepting any returns or exchanges.  

If you don't see your question above, email us at blackwillowgallery@gmail.com we will reply as soon as possible.