West & Willow

West & Willow is a tastefully designed pet portrait company founded by Ben, a life-long East Coaster and proud pet owner, in the year 2019. Their goal is to celebrate the bond between people and pets by offering stand-out or stand-alone pieces that bring life to any room. Their pet portraits are not just a decoration, but a conversation starter that can be a small part of the happiness in the bond between you and your pet. With a modern design aesthetic, West & Willow offers a unique way to show your pet how important they are to you.

West & Willow customers are pet owners who want to celebrate the bond between people and pets through unique and modern pet portraits. They appreciate the brand's aesthetic and conversation-starting pieces that highlight the importance of their pets.

• The portrait perfectly captured their pets and helped them heal from the loss
• The picture is extremely detailed and customizable with different backgrounds and frames
• The portrait is a must-have for all animal lovers
• The quality of the portrait is amazing and looks like the real pets
• The customer service is outstanding and the company is easy to work with
• West & Willow is an amazing company to purchase pet portraits from
• Their portraits are super cute and a great addition to any home
• Excellenct customer service

• Inconsistent customer service and lack of communication
• No order preview available, resulting in mistakes and difficult transactions
• Issues with advertised products and incorrect orders
• Poor customer service and lack of updates on shipments
• No communication or order confirmation provided, leading to concerns about legitimacy
• Poor quality products and delayed response from the company

West & Willow's shipping policy is tailored to the custom nature of their pet portrait products. Orders within the US typically arrive within 2-3 weeks, while orders to the UK, Australia, Canada, and Europe are estimated to arrive within 3-4 weeks. During peak holiday seasons, shipping times may be longer, up to 4-5 weeks. The brand offers free global shipping on orders over $100, while orders under $100 in the USA are charged a $10 flat rate shipping fee, and orders under $100 in Canada, UK, Australia, and select European countries are charged a $15 flat rate shipping fee. The brand also offers a 'skip the line artwork creation' option, which speeds up artwork creation but not courier shipping time. Customers are advised to review their confirmation email for shipping address accuracy, as changes can only be made within 30 minutes of purchase. The brand cannot accept requests to swap or edit photos submitted with an order and is unable to ship to military addresses.

West & Willow's return policy varies depending on the product. For custom pet portraits, mugs, and phone cases, returns are not accepted due to the personalized nature of the products. However, if there is an issue with the product such as receiving the wrong item or a damaged product, the company will replace it within 48 hours of receiving the order. If a customer changes their mind about an order, they can cancel or change it within 30 minutes of placing the order, but after that time period, the cancellation or change request will be granted at the company's discretion. It's important to note that the quality of the final product is dependent on the quality of the photo submitted by the customer, and low-quality photos may result in low-quality artwork. The company does not allow for retroactive discounts and promo codes cannot be combined.