FAQs

Product Construction & Repair
Customization
Specific Product Requests
My Account
Placing An Order
Shipping
Returns & Exchanges
Gift, Gift Bags, & Gift Registry
Product Availability

PRODUCT CONSTRUCTION & REPAIR

What are Willow Tree® figures made of?

The original of each Willow Tree figure is sculpted and carved by Susan Lordi using a special sculpting clay. Susan’s originals are then sent to a factory in China to be cast in resin that exactly captures each of her knife marks. The resin is cured, and each piece is individually hand-painted according to her technique and instructions.

How do I clean my Willow Tree® figures?

Multiple paint colors are applied in thin layers, then rubbed off to produce a Willow Tree look and feel. The paint is water-based, so do not use water or a wet cloth to clean figures. Figures are best dusted with a dry brush or gentle soft cloth.

Where are Willow Tree® figures made?

Susan Lordi sculpts and carves the original of each Willow Tree piece in her art studio in Kansas City, Missouri. Susan’s originals are then sent to a factory in China, where they are cast in resin that exactly captures each of her knife marks. There is a lengthy process of quality control to ensure that casting and painting techniques are just right for each piece. Susan and the Willow Tree team work directly with the painters so that the color, finish and style match her original. The reproductions are individually hand-painted in China, and the sticker is affixed prior to packaging and shipment. If the piece has ©Susan Lordi with a date carved into the back of the piece, then you know you have an authentic Willow Tree.

What’s the best way to repair a broken Willow Tree® figure?

The pieces are made of resin, which can break when dropped. Two-part Epoxy works best. Try a very minimal application of Epoxy along the site where the break occurred. That should give you enough time to maneuver the pieces into place before it sets.

Do you offer replacement parts?

I’m sorry—we don’t have replacement parts (such as wings, flowers or birds) for broken pieces.

Can Willow Tree® be displayed outside?

The paint used on all Willow Tree sculptures is water-based and applied in thin layers. If exposed to weather, the paint may wear off or streak unevenly, and the color will eventually change and/or fade. This might result in its own beautiful patina of time.

CUSTOMIZATION

Can I customize a piece with different hair or skin colors?

Unfortunately, Susan is not able to customize Willow Tree pieces to accommodate special requests for hair or skin color. Most Willow Tree pieces are painted with soft rubbed-off colors, blended lines and low contrast, which merely suggest hair and skin color.

Can Susan create a custom figure for me, or for my organization?

We regret that Susan cannot create custom figures for individuals or organizations. But we’re usually able to suggest alternate existing figures or groupings that might capture a similar sentiment to what’s requested, so write to us and ask anyway. All requests and letters are forwarded to Susan so she knows what customers want, and what might be missing from the product line.

Can I order a custom Willow Tree® piece that matches my family members?

Susan isn’t able to create a single custom piece that reflects your family, but try grouping several existing pieces to reflect your unique family personality. Since this is such a popular request, we’ve created a tab called Create a Family Grouping with lots of ideas. Watch the video: How to Create a Family Grouping for helpful tips.

SPECIFIC PRODUCT REQUESTS

Are there pieces with darker skin tone and hair color?

In carving and painting all Willow Tree sculpture, Susan strives for soft contrast and blended lines. She uses four skin tones that range from light to dark, while trying to keep the coloration of all pieces very subtle for universal appeal.

There are many family figures with darker skin tone and hair color—and some come in two skin tone options. We are Three, You and Me, Brother and Sister, and eight seated child figures—four girl, four boys. These figures work well in Family Groupings, and can be combined with other figures to reflect multi-racial and blended families.

There are also several pieces that can be interpreted as ethnically diverse; Angel of the Spirit, With Love, Blessings, and Sunshine. These pieces are a celebration of the diversity in our culture.

Child of my Heart can be interpreted as bi-racial. This piece was inspired by a friend of Susan’s who is very involved in international adoption, so the hair and skin color of the mother and baby are different shades (the child has browner skin), which could imply adoption or racially diverse birth mother and child.

Is there a piece for twin babies? How about older twins?

Two Together is a set of two separate babies. They are about 6-7 months old, and starting to show personalities. Susan felt a figurine of just the babies would speak most universally to parents of twins, since it could be gender-neutral. If you prefer parents with twins, try grouping New Dad with Angel of Mine to show each parent holding a newborn twin.

For twin girls, try Sisters by Heart. Or you can pair two of the girl figures such as Spirited Child and Thoughtful Child. Older adult twin girls might like My sister, my friend or Heart and Soul.

For twin boys, pair two of the boy figures, such as Inquisitive Child and Caring Child.

For older twin boy/girl, try Heart of Gold + Keepsake, or Brother and Sister, or pair two seated figures, such as Spirited Child and Caring Child.

Is there an adoption piece?

Child of my Heart is intended as an adoption piece, although it can reflect other types of relationships as well. There is a subtle difference in hair and skin color that could imply that mother and child are not related… it could also represent a bi-racial mother and child, or a caregiver and child. The sentiment is a love poem from mother to child, to speak especially to someone who had or was planning to adopt. Child of the World, Into my life you came, Bringing sun into my life, Making family our name.

Is there a piece for aunts/uncles/godparents?

Willow Tree titles and sentiments allow room for many different types of relationships and interpretations. Figures that reflect an aunt/niece might be Tenderness, Child of my Heart, Quietly, The Quilt, Chrysalis, Close to me. Figures that reflect godparents might be Our Gift or We are Three.

Is there a piece about Breast Cancer?

Angel of Courage was introduced in 2001 as a donation piece for breast cancer research through the Susan G. Komen fund. Both Susan and DEMDACO contributed a portion of the profit from the sale of each piece. When the donation program with Susan G. Komen expired, Angel of Courage was discontinued. Due to many customer requests, Susan re-carved and reintroduced Courage in January 2006. The meaning of this piece has expanded from its original expression of triumph over breast cancer to include innumerable obstacles people face with grace and dignity. Another piece about the supportive relationships that sustain us as we encounter hardships is Bloom, a figure carrying a bouquet of pink calla lilies. Journey, Shine, SoarButterfly and several other pieces tell an equally compelling story of strength through adversity.

Does Susan create specific cause-marketing pieces as donations to charitable organizations?

Over the years, Susan has created cause-related figures for the Susan G. Komen Foundation and Children’s Mercy Hospital in Kansas City. Susan, her husband Dennis, and DEMDACO have contributed to these and other organizations, which has led to similar and continuing contributions to Breast Cancer foundations and Children’s Hospitals in Canada and England. Susan and Dennis support many cultural, visual and performing arts organizations in their community of Kansas City. “When I want to be inspired, I may see contemporary dance, a theatrical performance or an historical art exhibit. It is this integration of the arts which I so strongly believe in – one discipline feeds the others.”

Do the animals and Three Wisemen fit with all three Nativity collections?

The Three Wisemen, Shepherd and Stable Animals and Ox & Goat are designed for the classic Willow Tree® 6-piece Nativity and Crèche. These pieces are designed on a smaller scale and will look very odd if placed in The Christmas Story. Conversely, they will be way too large for the small-scale nativity: The Holy Family.

The animals designed specifically for The Christmas Story are titled Gentle Animals of the Stable. This three-piece set of donkey and two sheep is proportioned for the larger-sized 14.5” figures. They fit on the base of the Sanctuary, watching, warming and protecting. The set of four animals for The Holy Family is scaled to fit the smaller 7” figure of Mary and Joseph. Titled Sheltering Animals for The Holy Family, they fit inside and around the Shelter for The Holy Family.

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MY ACCOUNT

How do I create a Willow Tree® account?

If you’re a consumer, it’s easy to create a Willow Tree account. Simply Create an Account by entering your name and email address, and create a password. Each time you visit our website, Sign In to access all your account information, purchase Willow Tree product, and more.

How do I change my email address?

Once you Sign Into your Willow Tree account, click Account Settings to update your email address. You can also enter addresses in your account settings.

Will you share my email address with others?

Your privacy is important to us. Please refer to our Privacy Policy for detailed information.

How do I unsubscribe from your email list?

We send emails about once a month to let customers know about new product, gift ideas for occasions and holidays, and offer special promotions. If you no longer wish to receive emails from Willow Tree, click the Unsubscribe link at the bottom of the last Willow Tree email you received.

What is a wish list?

A Wish List lets you compile favorite Willow Tree products into a list that you can view later. You will need to create an account and be signed in to activate the Wish List option. When you view a product you like, click the Add to Wish List button located next to the Add to Cart button. Click the Wish List link in the footer any time you are signed in to view your Wish List. You can easily move products from your Wish List to your cart for purchase.

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PLACING AN ORDER

How do I use a promo code?

You can use a promo code when you are in your Shopping Cart. When prompted during the checkout process, enter a promo code in the Enter Coupon Code box and click Apply.

How can I check the status of my order?

After you place your order, you will receive an Order Confirmation email. Click on Order Details in this email to see your Order Summary, which includes details on the status of your order and a tracking number once your order ships. You can also access your Order Summary directly on willowtree.com. Log into your account using the Sign In link in the header, then click on Order History under Order Information.

How do I change or cancel my order after I have submitted it?

Our order-fulfillment and shipping systems are designed to get orders on their way quickly and efficiently; therefore, we cannot change or cancel an order once it has entered the shipping process. But we’ll do everything we can to accommodate your request. Please contact our DEMDACO Customer Care for a Return Authorization Number or product replacement/credit. We are available at 855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com.

What types of payment do you accept?

We accept Visa, MasterCard, Discover, or American Express credit/debit cards.

When is my credit card charged?

When you place an order, your credit card is pre-authorized. Your credit card will be charged when your order is shipped. PLEASE NOTE that the charge will appear on your credit card statement as DDTraders.

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SHIPPING

Where does product ship from?

Our product ships from the Kansas City area, from our distribution center in Edgerton, KS 66021.

How long will it take for my order to arrive?

Please see Shipping for all our shipping information, including estimated delivery times and holiday schedules, shipping costs, and payment information.

Where are my tracking number and shipment details?

Once your order ships, you will receive a Shipping Confirmation Email. Click on Order Details in this email to see your Order Summary, which includes details on the status of your order and a tracking number. You can also access your Order Summary directly on willowtree.com. Log into your account using the Sign In link in the header, then click on Order History under Order Information.

Can I ship to a different address other than my billing address?

Yes. You will have the opportunity to designate a shipping address different than your billing address during the checkout process.

Do you offer expedited shipping?

No, at this time we only ship products via ground shipping. Please see Shipping for all our shipping information, including estimated delivery times and holiday schedules.

Do you ship to P.O. boxes?

No, delivery is limited to the 50 United States and we cannot ship to APO or FPO addresses at this time.

Do you ship internationally?

No, delivery is limited to the 50 United States and we cannot ship to APO or FPO addresses at this time. Willow Tree is sold online and at many retail locations throughout Canada, Europe and Australia. Check with our international partners to find retailers close to you.

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RETURNS & EXCHANGES

What’s your return policy?

If you’re not happy with your purchase, we accept returns for a full refund or exchange. Please see Returns & Exchanges for all information regarding our return policy.

What if my order is damaged or defective?

We’re sorry to hear you’ve received an item that is damaged or defective! Please contact DEMDACO Customer Care for a Return Authorization Number and product replacement/credit. We’re available at 855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com.

How long does it take for a credit to be processed?

It takes 7-14 business days to process credit/returns once the product is received. Please see Returns & Exchanges for all information regarding product returns, exchanges and refunds.

Can I return Willow Tree product that I received as a gift?

Only items purchased on willowtree.com can be refunded or exchanged by us. Gift bags are not returnable. Please see Returns & Exchanges for all information regarding our return policy. Note that you will need information regarding the original purchase to initiate a return. If you received a Willow Tree product that was purchased at a retailer, please contact the retailer regarding returns and exchanges.

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GIFTS, GIFT BAGS & GIFT REGISTRY

How do I place a gift order? Can I include a message?

Yes to both! You have the opportunity to send your purchase as a gift during the checkout process. In Your Shopping Cart, select the Add Gift Options button for options. You can add a gift message to your packing slip at no charge. When your order is sent as a gift, pricing will not show on the packing slip. During the checkout process, indicate your gift recipient’s name and address for the Shipping Address, then use your address for the Billing Address.

Do you offer gift-wrapping?

During the checkout process, you can choose to have individual items wrapped in natural linen Gift Bags with velvet ribbon drawstring for $4.50 each. Please note, gift bags are not available for all items and are non-returnable.

Do you offer gift cards?

We do not offer gift cards at this time. Please continue to check back for possible future offers.

Do you have a Willow Tree® Gift Registry?

We do not offer a Gift Registry at this time.

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PRODUCT AVAILABILITY

How can I find discontinued pieces?

First, check this website for the item. We carry some pieces that you may have difficulty finding at retail stores. If we don’t carry it, there are some online retail websites or private parties through eBay or similar sites that specialize in carrying discontinued product. A web search might uncover pieces that you are specifically looking for. Buyer beware: Willow Tree does not control the quality, condition, or cost of discontinued or previously owned product, so take care before purchasing.

Do you have a product catalog?

We have an electronic catalog: My Willow Tree® Catalog. You can view or download this interactive PDF to identify and keep track of pieces you own, want, or have given as gifts. This electronic catalog is also a comprehensive history of all Willow Tree products Susan Lordi has created since 1999, with introduction and discontinue dates.

We currently do not mail a print catalog to consumers. However, a spiral-bound Gift Guide is updated each year and made available in most retail stores that carry Willow Tree. The Gift Guide suggests currently available pieces for various occasions, and contains a complete product index with thumbnail photos.

Is all your product available on your website?

Some pieces are pictured on our website, but only available for purchase at specific SELECT retail locations (this will be indicated on the Product Page). We advise checking our Store Locator to Find a Store with a SELECT Retailer designation, and calling first to ask if they carry the product you are looking for.

Also, some Willow Tree products are exclusively available on our website and will not be found at retail stores. Check Online Exclusives to discover these special products.

How do I find a local retailer who carries Willow Tree®?

Our Find a Store Locator will help you find a retailer near you. For retailers outside the United States, click on the link for International Partners. Or, call us at 855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com.

How do I become a Willow Tree® retailer?

If you are a store owner interested in carrying Willow Tree product, we invite you to Become a DEMDACO Retailer at demdaco.com. DEMDACO is the official, exclusive distributor of Willow Tree in the United States. You can also contact CustomerCare at 855.544.3226, Monday through Friday, 8 a.m. to 5 p.m. CST, or by email at customersupport@demdaco.com to find a Territory Manager in your area.