Payment Terms

Use this page to understand what happens when you pay for a Willowna order and how to get help with a billing question.

1. Choose a payment method

Use the card or wallet options shown in checkout. When paying by card, enter the name and billing address associated with the card. When paying with a wallet, review the saved shipping address and selected card before authorizing the order.

When the wallet opens with an old address, update it before approving payment and check the shipping address again in the order summary.

2. Review the amount and currency

Check the items, quantities and final total in the checkout summary. Willowna lists prices in U.S. dollars. For payments from an account in another currency, ask your provider about its conversion rate or fees before paying.

Before authorizing an international payment, distinguish the total shown by Willowna from the amount your provider displays in your local currency. Your provider can explain its own conversion and fees.

3. Understand an authorization hold

Payment authorization is needed before we prepare an order. Your provider can show a pending hold during authorization. When you see a pending transaction and have no order confirmation, check with your provider and contact us before placing a duplicate order.

For a pending transaction, note the amount and approximate time. Send those details and the email used at checkout when asking us to look for a matching order.

4. Troubleshoot a declined payment

Check the card details, expiration date, billing address and available funds. When the details are correct and the payment is still declined, ask your provider about the decline before trying again, or choose another method shown at checkout.

Avoid repeated attempts while you are checking a decline. When your provider confirms the card can be used, return to checkout and review the total before trying again.

5. Find your confirmation or correct an order

Look for the order confirmation in your inbox and spam folder. When you contact us about a missing email, provide the email used at checkout and the approximate purchase date. For an address correction, send the order number and full corrected address before dispatch.

For an address correction, include the recipient name, street, unit number, city and postal code in a single message. Sending the correction does not guarantee the change after dispatch.

6. Get help with a billing concern

For an unexpected or duplicate charge, include the order number, transaction date and amount shown on your statement. Use checkout for payment details and keep full card numbers, security codes and passwords out of your message.

For two similar entries, check whether one is pending and the other has posted. Note the status of each entry when you contact us so we can distinguish an authorization from a completed charge.

7. Follow up on a refund

Approved refunds go to the original payment method. The Return and Refund Policy explains when inspection and refund processing begin. To ask about a refund already issued, include the order number and date of the refund notice.

When the original card has been replaced or closed, ask your provider to trace the refund using the date and amount. Include the refund notice date when contacting Willowna for help.

8. Contact payment support

Email hello@willowna.com or call +1 602-555-2472. Customer service is available Monday–Saturday, 9:00 AM–6:00 PM Pacific Time. We are closed Sundays and public holidays.

Keep payment questions about the same purchase in one message thread. Use the order number in the subject line when you have it.