FAQ

  • General
    • What is White Willow Subscription Box?

      We love beauty, style, fashion and decor! What better way than to combine them together! With infinite product combinations in the market and busy lives of us women these days, choosing the best items for your needs can be a challenge. That is why we created White Willow Box. Shab Ansari, our very own Founder and CEO, along with her team of experts handpick their favorite items to create the ultimate assortment of products in each box, for you to try.

      We value our subscribers and our goal is to make your experience with us as joyful as possible. Most importantly, we treat you with utmost care and respect.

      Type of products to expect in your box

      Each month, you will receive a lovely box delivered straight to your door with four to five samples and full-sized products ranging from:

      • Beauty and personal care products
      • Fashion accessories
      • Home decor accents
      • Culinary delights
      • And other lifestyle surprises

       

    • How much does a White Willow subscription cost?

      We have 2 plans to choose from. Plan "A" you will receive 1 Box every other month for $49.95 CAD charged every 2 months. Plan "B" where you receive 1 Box every other month for the duration of 4 months (2 boxes total) at $94.90 CAD charged every 4 months. Plan B saves you 5%

    • Where can I change my personal data?

      All personal data related to your White Willow Box can be accessed and edited on your "My Account" page.

    • How can I provide feedback?

      We love hearing your impressions and suggestions because that's the only way we can get better! Want to weigh in on specific products and monthly boxes and suggest brands?  You can reach us at info@whitewillowbox.com or use our Contact page. 

  • Account Information
    • Why am I unable to log in to my account?

      If you forgot your password, simply click on “Forgot My Password,” and follow the prompts to regain access. If your issues still persists, please contact us using our Contact page or email us at info@whitewillowbox.com.

    • How can I update my Credit Card information?

      You can simply log in to “My Account”. You will then be able to delete your current payment method and create a new one at anytime.

    • How can I update my email address?

      You are unable to change your email address as it is what your account is connected to. If you wish to use a different email, you will have to create a new account and sign up for a new subscription. 

    • How can I update my shipping address?

      Address changes must be made by the 13th of the month in order to take effect for the next months shipping (e.g. to change the shipping address for your September White Willow Box you will have to update it by August 13th).

      You can check your shipping address details by going to “My Account” and logging in. You can simply check your address and update any changes. If you notice this mistake while your shipment is in transit, you will not be able to receive that month's box.

      Please note, you may be subject to a forwarding fee by the shipping company.

    • How can I reset/change my password?

      Log in to your account and you will be able to change your password under Password edits.

    • How can I cancel my subscription?

      We are sad to see you on this question. However, if you wish to cancel your subscription, there are two options:

      1. You can cancel your subscription immediately by logging into your account and selecting the “Cancel Immediately” button under the Subscription section. This will cancel your current subscription and you will no longer get your White Willow Box. Make sure you do this prior to the 21st of the month as that is the cut off date. If you cancel after this date, you will still receive one last box from us and will be charged for that month. Please note you will also receive a refund for the month(s) you did not use your subscription.

      2. You can stop your auto renewal status for your subscription by logging into your account and selecting the “Cancel at end of plan” under the Subscription section. By choosing this option, you will continue to receive the remainder of your boxes as per your original Subscription plan. The cancelation will happen once you receive your final box. You will always have the option to re-subscribe at anytime.

       There is no cancelation fee. If you have any further questions please go to our Contact page, or email us at info@whitewillowbox.com.

    • How can I reactivate a cancelled subscription?

      Happy to see you come back! Unfortunately, we don't offer reactivations on subscriptions. However, what you can do instead is subscribe to a new plan using your existing account. Can't wait to send you exciting new products!

    • Can I upgrade my current subscription?

      We do not offer an "upgrade subscription" plan at the moment. 

    • Can I see how many months I have left?

      Yes! Simply log into "My Account" and look at your current subscription details. It will show you how many more months you have left before your subscription auto-renews. 

    • What is your cancellation policy?

      We are sad to see you on this question. However, if you wish to cancel your subscription, there are two options:

      1. You can cancel your subscription immediately by logging into your account and selecting the “Cancel Immediately” button under the Subscription section. This will cancel your current subscription and you will no longer get your White Willow Box. Make sure you do this prior to the 21st of the month as that is the cut off date. If you cancel after this date, you will still receive one last box from us and will be charged for that month. Please note you will also receive a refund for the month(s) you did not use your subscription.

      2. You can stop your auto renewal status for your subscription by logging into your account and selecting the “Cancel at end of plan” under the Subscription section. By choosing this option, you will continue to receive the remainder of your boxes as per your original Subscription plan. The cancelation will happen once you receive your final box. You will always have the option to re-subscribe at anytime.

       There is no cancelation fee. If you have any further questions please go to our Contact page, or email us at info@whitewillowbox.com.

    • I cancelled, why am I being charged?

      The most common reason is that the cancellation did not take place within the term deadline. In other words, your cancellation did not take place before your next billing date.

      Your subscription must be cancelled by the 21st of the prior month to the upcoming charge (e.g. you must cancel by February 21st if you want to cancel your March charge/box).

    • How can I delete my account?

      Sorry to hear you want to delete your account with us. Just email us at info@whitewillowbox.com or through our Contact page and we will take care of it for you. 

  • Subscription
    • What subscription plans do you offer?

      We have 2 plans to choose from. Plan "A" you will receive 1 Box every other month for $49.95 CAD charged every 2 months. Plan "B" where you receive 1 Box every other month for the duration of 4 months (2 boxes total) at $94.90 CAD charged every 4 months. Plan B saves you 5%

    • What will be included in my White Willow Box?

      It's a surprise, so we're keeping our lips sealed. But we can tell you this: 

      Each month, you will receive a lovely box delivered straight to your door with four to five full-sized and sample products ranging from:

      • Beauty and personal care products
      • Fashion accessories
      • Home decor accents
      • Culinary delights
      • And other lifestyle surprises…

       

    • When can I expect my White Willow Box?

      If you purchased your box prior to the 24th of the month, or you are an existing subscriber, your White Willow Box will ship the first week of the month. All White Willow Boxes should arrive an estimated 7-10 business days after they ship. 

    • Will you tell me what is coming in my box ahead of time?

      We will occasionally let our followers know whats coming up in the next White Willow Box through our social media sneak peaks. We will not be listing all the products as it will take away from you getting your montly surprise!

    • Can I choose my own products?

      At this time, we do not offer product selections. However, our team of experts work hard on selecting unique and exciting assortment of items for you to try each month. So have trust and faith in us to please your curiosity!

    • Are White Willow boxes customized?

      At this time we are unable to customize boxes on an individual basis. However, we hope that you have trust in our team of expers to excite and surprise all your senses with their selections. 

    • What happens when my subscription ends?

      All subscriptions will automatically renew at the end of the plan (as applicable). This way, you will never be left without your White Willow Box!

      However, if you have given this as a gift, your subscription will not auto-renew and will expire after the prepaid period. 

    • Will I have to order my White Willow Box each month?

      No, you don’t. To make it convenient for you, your White Willow Box subscription automatically renews automatically until you cancel within the term deadline.

      Gift subscriptions do not renew, as they are considered one time purchases.

    • Is it possible to receive previous boxes?

      We are very sorry but you can only receive the Boxes which correspond to your subscription dates. That's another good reason for you to subscribe right now, so you don't miss out on any more.

    • When will my first shipment arrive?

      All boxes are shipped the first week of every month. Depending on your location, you should recieve your box in 7 to 10 business days. 

    • I subscribed on July 26th. Will my first White Willow Box be the August or October edition?

      You've placed your order! Thank you. Our cut off date for August shipment is the July 24th. As you have ordered July 26th, you have unfortunately missed the July box which means you will be receiving the October box. We ship our boxes on the 1st of the month and you will recieve your package within 7 to 10 businss days.

      Don't worry though, contact us and we can see if we have any boxes left or if we can come up with a solution for you. 

    • Can I suspend or delay my subscription?

      Unfortunately, subscriptions cannot be suspended or delayed at this time.

    • I only want to receive one box. Is this possible?

      Of course, anything is possible! If you only want to receive one Box, give yourself a one month gift subscription. You will promptly receive a gift code where you will be able to redeem your gift for a one month subscription. 

    • What is your return policy?

      We do not accept returns, refunds or exchanges unless the item you received is proven to be defective, which must be proven. If you receive a defective item, please contact us at info@whitewillowbox.com with details of the product and the defect, photos, and any other necessary information and we will make best efforts to determine a workable solution.

      In the case that your White Willow Box does not arrive, White Willow must be notified in writing within 4 weeks of shipping. All shipments are made on 1st of every month. If White Willow is not notified within that time frame, we can no longer be held accountable for the missing items and will not be able to offer a replacement. 

    • What is your cancellation policy?

      We are sad to see you on this question. However, if you wish to cancel your subscription, there are two options:

      1. You can cancel your subscription immediately by logging into your account and selecting the “Cancel Immediately” button under the Subscription section. This will cancel your current subscription and you will no longer get your White Willow Box. Make sure you do this prior to the 16th of the month as that is the cut off date. If you cancel after this date, you will still receive one last box from us and will be charged for that month. Please note you will also receive a refund for the month(s) you did not use your subscription.

      2. You can stop your auto renewal status for your subscription by logging into your account and selecting the “Cancel at end of plan” under the Subscription section. By choosing this option, you will continue to receive the remainder of your boxes as per your original Subscription plan. The cancelation will happen once you receive your final box. You will always have the option to re-subscribe at anytime.

       There is no cancelation fee. If you have any further questions please go to our Contact page, or email us at info@whitewillowbox.com.

    • How can I reactivate a cancelled subscription?

      Happy to see you come back! Unfortunately, we don't offer reactivations on subscriptions. However, what you can do instead is subscribe to a new plan using your existing account. Can't wait to send you exciting new products.

  • Gifts - Purchase and Redeem
    • How do I purchase a gift subscription?

      Simply go to the gift section of the website and you will be able to easily make a gift purchase! Just follow the steps on the website. 

    • Where can I send a gift subscription?

      A gift subscription can be given to any lucky resident of Canada or the United States! Once you purchase the gift, you will receive a Gift Certificate via email which you can simply forward or print and hand deliver to your recipient. 

    • Can I send a gift directly to my recipient?

      We have designed the Gift giving process to make it easy on you. Once you purchase a Gift for that special someone, we will send you a Gift Certificate with a Gift Code attached. You will be able to simply forward that email or print off the Gift Certificate and give that to the recipient. 

    • Which White Willow Box subscriptions can be given as a gift?

      We have 3 plans to choose from:

      1 BOX Gift Certificate - $49.95 CAD plus shipping

      2 BOXES Gift Certificate - $99.90 CAD plus shipping - Delivered every other month

      3 BOXES Gift Certificate - $149.85 CAD plus shipping-  Delivered every other month

      Don't forget, Gift plans are not recurring, as they are considered one-time purchases.

    • How far in advance am I able to order a gift subscription?

      You can purchase a gift subscription anytime you wish! Once you purchase the gift, you will receive a Gift Certificate via email which you can simply forward or print and hand deliver to your recipient. There is no expiration on your gift. 

    • Will I be notified when my gift recipient has redeemed their gift certificate?

      Yes! You will be notified via email once your gift is redeemed by the recipient.

    • Can I cancel a gift subscription?

      Sorry, gift subscriptions cannot be cancelled and are non-refundable. As gifts subscriptions are not able to be renewed, they will expire on their own after the last box in the term is shipped.

    • When do gift boxes ship?

      Once the recipient of the gift has logged in and redeemed their gift, the subscription becomes active. If they redeemed by the 24th of the month, their surprise box will be shipped out the first week of the following month, unless we are sold out of that month's box.  Sold out notices will be shared on social media as well as an update count down clock on home page to ensure clarification and eliminate disappointments.

      It can take 7 to 10 business days for the package to be delivered once it has shipped. 

    • How do I redeem my gift code?

      In order to redeem your White Willow Box Gift Certificate, simply enter your Gift Code provided on your certificate Here. You will only need to create an account and enter in your shipping address. That's it! You are set to enjoy your amazing gift shortly.

    • How will the gift recipient know to redeem their gift code?

      The Gift purchaser will receive a Gift Certificate with a Gift Code emailed to them. They can simply forward that email to the recipient or simply print out the Certificate and hand deliver it to them. The giftee will simply have to follow the instructions on the certificate to redeem their gift. They simply will have to go Here, and enter in the Gift Code. They will then have to create and account and supply their shipping address. It’s as easy as that!

    • Will I be charged if my recipient makes additional purchases?

      No, your recipient will need to add a credit card to her account to purchase any further subscriptions. 

    • Do gift certificates have an expiry date?

      No! Gift Certificates do not have any expiration dates. The recipient of the gift can redeem it at any time.

    • Can I extend the gift subscription?

      Gift subscriptions cannot be extended. However, you can purchase a new gift subscription for a special someone at any time.

    • What if I've received a subscription gift certificate from someone but I'm already a subscriber?

      Aren’t you lucky! Please email us at info@whitewillowbox.com or through our Contact page and we will work out a solution with you.

    • I lost the email to redeem my gift. What do I do? Help!

      Don't worry, we are here to assist. Please email us at info@whitewillowbox.com or through our Contact page and we will work out a solution with you.

    • What happens when my gift subscription ends?

      If you have a gift subscription, it will expire after you receive your last box in the mail. After you receive your last box, you can subscribe and become recurring subscriber. Simply log into your account and purchase any of the plans that we offer. 

       

  • Products
    • What kind of products should I expect in my White Willow Box?

      It's a surprise, so we're keeping our lips sealed. But we can tell you this: 

      Each subscription plan, you will receive a lovely box delivered straight to your door with four to five full-sized and sample products ranging from:

      • Beauty and personal care products
      • Fashion accessories
      • Home decor accents
      • Culinary delights
      • And other lifestyle surprises…

       

    • How do I find out what’s in my White Willow Box before I receive my box?

      We will show you sneak peaks, but that’s it! The fun is in the surprise. We believe the anticipation and suspense prior to receiving your monthly box is worth the wait. Make sure you stay connect with us through social media for any tantalizing teasers.

    • Can I choose my own products?

      At this time, we do not offer product selections. However, our team of experts work hard on selecting unique and exciting assortment of items for you to try each month. So have trust and faith in us to please your curiosity!

    • Can I buy any of the products I have received from your website?

      We currently don't offer an online shopping feature. However, if there is a product you really wish to get your hands on again, let us know and we can see what we can do. 

    • What should I do about a damaged product?

      We do not accept returns, refunds or exchanges unless the item you received is proven to be defective, which must be proven. If you receive a defective item, please contact us at info@whitewillowbox.com with details of the product and the defect, photos, and any other necessary information and we will make best efforts to determine a workable solution.

    • I suffer allergic reactions after using one of the products. What should I do?

      Unfortunately, we cannot guarantee that your White Willow Box is free of certain substances or compounds since we feature different products and brands every month. We always recommend that subscribers read the ingredients listed on their products before trying them, and also encourage spot-checking by dabbing a little bit of product on your hand before using it on a large area.

    • Does everyone get the same box?

      Every box, we aim to surprise with new products and the latest trends. Everyone will get the same box with the same content. Sometimes the contents of the Box may differ slightly from one subscriber to another in regards to colors, flavors and scents.

  • Payment and Billing
    • How much does White Willow Subscription Box cost?

      We have 2 plans to choose from. Plan "A" you will receive 1 Box every other month for $49.95 CAD charged every 2 months. Plan "B" where you receive 1 Box every other month for the duration of 4 months (2 boxes total) at $94.90 CAD charged every 4 months. Plan B saves you 5%.

    • What payment methods are available to me?

      You may pay for your White Willow subscription by any major credit card.

       

    • How do I update my payment method?

      You can simply log in to “My Account”. You will be able to delete your current payment method and create a new one at anytime.

    • What happens to my subscription at the end of the term?

      All subscriptions will automatically renew at the end of the initial period (as applicable). This way, you will never be left without your White Willow Box!

      However, if you have given this as a gift, your subscription will not auto-renew and will expire after the prepaid period. 

    • When will I be billed for my White Willow Subscription Box?

      Your credit card will be charged on the anniversary of your initial purchase. You will see two charges on your statement. One charge for your subscription cost, and one charge for your shipping cost. Please note your subscription will automatically renew unless you notify us otherwise by cancelling your subscription under “My Account” prior to the anniversary of your initial purchase. 

      If you have any questions, please contact us at info@whitewillowbox.com.

       

    • Will you charge Sales Tax on my order?

      Canada: Yes. According to the government regulations, we currently charge applicable taxes. Please note we follow each Province tax rates and may be updated at any time to abide by federal regulations. 

      USA: According to the govenment regulations, we do not charge applicable taxes. 

    • What currency do you use?

      We currently charge everything in Canadian currency (CAN), even to our dear subscribers from United States.

    • Are there any hidden fees?

      No, there are no hidden fees. Shipping costs of $8.50 for Canada and $19.50 for US apply and are all listed on the webiste. Taxes are also calculated towards your final payment where applicable for Canadian subscribers only.

    • What is your cancellation policy?

      We are sad to see you on this question. However, if you wish to cancel your subscription, there are two options:

      1. You can cancel your subscription immediately by logging into your account and selecting the “Cancel Immediately” button under the Subscription section. This will cancel your current subscription and you will no longer get your White Willow Box. Make sure you do this prior to the 21st of the month as that is the cut off date. If you cancel after this date, you will still receive one last box from us and will be charged for that month. Please note you will also receive a refund for the month(s) you did not use your subscription.

      2. You can stop your auto renewal status for your subscription by logging into your account and selecting the “Cancel at end of plan” under the Subscription section. By choosing this option, you will continue to receive the remainder of your boxes as per your original Subscription plan. The cancelation will happen once you receive your final box. You will always have the option to re-subscribe at anytime.

       There is no cancelation fee. If you have any further questions please go to our Contact page, or email us at info@whitewillowbox.com.

  • Shipping
    • Where does White Willow ship to?

      We currently ship all across CANADA and USA.

    • What are your shipping costs?

      We have negotiated some of the lowest international shipping prices, even then, shipping from Canada is relatively high and fluctuate dramatically throughout Canada and the US. We like being transparent with you, and that includes separating the shipping cost so that you know exactly what you are paying for.

      Depending on the final destination, shipping in Canada can range from $9 to $28 for each box and shipping to the US can range from $24 to $29 for each box. We do not think it’s fair to make most of you pay such a high fluctuating fee for shipping, which is why we charge all our subscribers one country based flat fee regardless of where in that country you reside, and pay the difference ourselves.

      Canada: $8.50CAN

      United States: $19.50CAN

      We currently do not offer any express shipping methods.

    • Do you offer express shipping?

      No, we do not offer express or rush delivery at this time. 

    • When will my shipment arrive?

      We aim at shipping all boxes the first week of every month. Depending on your location, you should recieve your box in 7 to 10 business days. 

      In the case that your White Willow Box does not arrive, White Willow must be notified in writing within 4 weeks of shipping. If White Willow is not notified within that time frame, we can no longer be held accountable for the missing items and will not be able to offer a replacement. 

    • Oops! I made a mistake on the delivery address.

      You can check your shipping address details by going to “My Account” and logging in. You can simply check your address and update any changes. If you notice this mistake while your shipment is in transit, you will not be able to receive that month's box.

      To avoid this from happening again, please make sure your shipping address is correct.

      Please note that you may be subject to a forwarding fee by the shipping company. 

       

    • When is the deadline to change my shipping address?

      Address changes must be made by the 13th of the month in order to take effect for the next months shipping (e.g. to change the shipping address for your August White Willow Box you will have to update it by July 13th).

      You can check your shipping address details by going to “My Account” and logging in. You can simply check your address and update any changes. If you notice this mistake while your shipment is in transit, you will not be able to receive that month's box.

      Please note, you may be subject to a forwarding fee by the shipping company.

    • Can promotional codes be used towards shipping cost?

      The promo/discount codes only apply to the subscription plan being ordered. It will not affect the shipping costs. However, from time to time we might offer shipping discounts in which case the promo code will apply to shipping costs.

  • Returns and Cancellations
    • What is your cancellation policy?

      We are sad to see you on this question. However, if you wish to cancel your subscription, there are two options:

      1. You can cancel your subscription immediately by logging into your account and selecting the “Cancel Immediately” button under the Subscription section. This will cancel your current subscription and you will no longer get your White Willow Box. Make sure you do this prior to the 21st of the month as that is the cut off date. If you cancel after this date, you will still receive one last box from us and will be charged for that month. Please note you will also receive a refund for the month(s) you did not use your subscription.

      2. You can stop your auto renewal status for your subscription by logging into your account and selecting the “Cancel at end of plan” under the Subscription section. By choosing this option, you will continue to receive the remainder of your boxes as per your original Subscription plan. The cancelation will happen once you receive your final box. You will always have the option to re-subscribe at anytime.

       There is no cancelation fee. If you have any further questions please go to our Contact page, or email us at info@whitewillowbox.com.

    • What is your return policy?

      We do not accept returns, refunds or exchanges unless the item you received is proven to be defective, which must be proven. If you receive a defective item, please contact us at info@whitewillowbox.com with details of the product and the defect, photos, and any other necessary information and we will make best efforts to determine a workable solution.

      In the case that your White Willow Box does not arrive, White Willow must be notified in writing within 4 weeks of shipping. All shipments are made on the first Tuesday of every month. If White Willow is not notified within that time frame, we can no longer be held accountable for the missing items and will not be able to offer a replacement. 

    • I cancelled, why am I being charged?

      The most common reason is that the cancellation did not take place within the term deadline. In other words, your cancellation did not take place before your next billing date.

      Your subscription must be cancelled by the 24th of the prior month to the upcoming charge (e.g. you must cancel by July 24th if you want to cancel your August charge/box).

    • I cancelled, why am I receiving boxes?

      You most likely have cancelled your subscription by logging into your account and selecting the “Cancel at end of plan” under the Subscription section which means you will continue to receive the remainder of your boxes as per your original Subscription plan. The cancelation will happen once you receive your final box. You will always have the option to re-subscribe at anytime. 

    • I cancelled my subscription but still can log in to my account. What is going on?

      Your account with us stays active to allow you to log in to review your account details and subscribe again to a new plan. No need to worry about creating a new account.

  • Promotional Codes
    • What is a White Willow promotional code?

      Once in a while White Willow offers certain promotional codes for special rates and discounts. All promotional codes:

      - Are not redeemable for cash or credit

      - Cannot be applied to prior purchases

      - Cannot be used with combination with any other offer or discount

      - Cannot be used towards shipping costs unless specified otherwise

      - There is no cash alternate

      - May not be used to upgrade a current subscription

      - Must be used/redeemed by the specific date published, if provided

      - Limit one promotional code per subscriber per order

      If you have any difficulty redeeming a promotional code or have any questions, please contact us at info@whitewillowbox.com.

    • Why does my promotional code not work?

      Your promotional code may only be valid for certain subscriptions or the code may have already expired. These restrictions are detailed on the website or the email you have received with the promo information. Please check these details again and if the problem continues, please reach out to us at info@whitewillowbox.com and we will be happy to assist you.

    • Wait! You just started a new subscription promotion but I already signed up.

      We are not able to extend promotion deadlines due to the fact that we run promotions throughout the year. Sorry you missed this one, keep an eye out for the next promotion.

       

  • Brand Collaboration
    • Are you interested in brand collaboration and partnership?

      We are always looking for exciting new products to include in our White Willow boxes! Please contact our CEO directly at shab.ansari@whitewillowbox.com or use our Contact page to discuss product placements and brand collaborations. We will be delighted to discuss this with you. 

  • Additional Questions
    • Can I recycle my White Willow Box?

      YES! You can rest assured that both your inner and outer White Willow boxes are 100% recyclable. We encourage our subscribers to either re-use the boxes or recycle them accordingly. 

    • How much time do you usually take to reply to emails?

      You are important to us and we do our very best to reply personally to each of your emails, as quickly as possible. Certain periods, particularly around the end of the month, can be rather busy which may cause a slight delay in replies. Rest assured you will hear from us.

    • What if I have not found the answer to my question?

      If you were not able to find an answer to your question in the FAQs, our customer service team will be happy to assist. Please use our Contact form or email us at info@whitewillowbox.com. We will be glad to help answer any questions you might still have.