Terms of service

Terms of Service

Effective: April 24, 2026

Hi. We're Willow Plush — two friends making hand-stitched plush companions, one very soft obsession at a time. These Terms of Service ("Terms") are the fine print that keeps things fair between you and us when you use willowplushshop.com (the "Site") or buy something from us.

By using the Site or placing an order, you're agreeing to these Terms. If you don't agree, that's okay — just don't use the Site.

1. Who can use the Site

You need to be 18 or older (or the age of majority where you live) to place an order on your own. If you're younger, a parent or legal guardian has to be the one buying.

When you check out, you're promising us that:

  • You're old enough to buy
  • The info you entered is accurate
  • Your payment method is legitimately yours to use

2. Accounts

You can shop without an account, but if you create one, keep your password to yourself. Anything that happens under your login is on you. If you think your account has been accessed by someone else, email help@willowplushshop.com right away.

We can close any account that's being used to break these Terms.

3. How handmade works

Every Willow is cut, tufted, stitched, and signed by hand. That comes with a few honest realities:

  • Stock is limited. When it's gone, it's gone until the next batch
  • No two plush are perfectly identical — stitching, tufting direction, and shades of cream/green will vary slightly from the photos. That's the whole point
  • Product photos are as true-to-life as we can make them, but screens lie a little
  • Prices are in USD and don't include taxes, duties, or shipping unless noted
  • We can correct pricing errors, tweak descriptions, or discontinue a plush at any time

None of the above makes your plush defective. Actual defects are covered by our Refund Policy.

4. Orders

An order you place is an offer to buy, not a binding sale. We accept (or decline) the offer — and we reserve the right to decline for any reason, including:

  • Suspected fraud
  • A pricing or stock mistake
  • Reseller patterns or unusually large bulk orders
  • Shipping address issues we can't resolve

Your order is officially accepted when we send the order confirmation email. Your card is charged at checkout, and if we decline the order, we'll refund you in full.

5. Shipping

Our Shipping Policy covers processing times, carriers, rates, international duties, lost packages, and everything else about getting your plush to your door. It's part of these Terms.

Once the carrier has the package, the risk of loss passes to you — but we still stand behind our packing and will help chase down genuinely lost shipments per the Shipping Policy.

6. Returns and refunds

Covered by our Refund Policy, which is also part of these Terms. Short version: we want you to love your plush. If something's wrong, write to us.

7. Our stuff is ours

Everything you see on the Site — the Willow Plush name, logo, wordmark, product names, photography, illustrations, copy, the shapes and patterns of the plush themselves — belongs to us (or is licensed to us).

You can:

  • Look at it
  • Share links to pages on social media
  • Tell your friends

You cannot:

  • Copy, reproduce, or distribute our content for commercial purposes
  • Reverse-engineer a plush to sell a knockoff
  • Use our name, logo, or photos to promote anything without written permission
  • Scrape the Site for data

We take this seriously — Willow is how we make a living.

8. Things you share with us

When you post a review, tag us in a photo, or otherwise share content connected to Willow ("User Content"), you give us a free, worldwide, perpetual, non-exclusive license to use, reshare, and repost that content for Willow's marketing and storytelling — with credit where we can.

You promise that anything you share:

  • Is yours to share (or you have the rights)
  • Doesn't rip off anyone else's copyright, trademark, or privacy
  • Isn't defamatory, threatening, obscene, or otherwise ugly

We can take down User Content that crosses those lines.

9. Don't do this

While using the Site, please don't:

  • Break any law
  • Pretend to be someone else
  • Upload malware, viruses, or anything else that could break the Site
  • Try to get into parts of the Site you're not supposed to access
  • Scrape, crawl, or harvest our data without permission
  • Harass anyone (us included)
  • Resell Willow products as a business without our written okay
  • Mess with the Site's security or performance

If you do, we can cut your access and take legal steps.

10. Links to other sites

We link to other places — Instagram, TikTok, Pinterest, our payment processor, carrier tracking. Those sites have their own rules. We don't control them and aren't responsible for what happens on them.

11. A note about kids

Willow plush are companion keepsakes, not certified children's toys unless a product page explicitly says so. If you're giving one to a child under three, please supervise — small decorative parts, buttons, or tags can be a choking hazard.

12. The legal parts (disclaimers)

THE SITE AND EVERYTHING ON IT ARE PROVIDED "AS IS" AND "AS AVAILABLE." TO THE FULLEST EXTENT ALLOWED BY LAW, WE DISCLAIM ALL WARRANTIES — EXPRESS OR IMPLIED — INCLUDING WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, TITLE, AND NON-INFRINGEMENT.

We don't promise the Site will always be available, bug-free, or secure. We try really hard, but life happens.

13. Limitation of liability

TO THE MAXIMUM EXTENT PERMITTED BY LAW, WILLOW PLUSH, ITS FOUNDERS, EMPLOYEES, AND CONTRACTORS WILL NOT BE LIABLE FOR ANY INDIRECT, INCIDENTAL, SPECIAL, CONSEQUENTIAL, EXEMPLARY, OR PUNITIVE DAMAGES — INCLUDING LOST PROFITS, LOST DATA, OR LOST GOODWILL — ARISING FROM YOUR USE OF THE SITE OR OUR PRODUCTS.

OUR TOTAL LIABILITY FOR ANY CLAIM IS CAPPED AT THE GREATER OF (A) THE AMOUNT YOU PAID US IN THE TWELVE (12) MONTHS BEFORE THE CLAIM, OR (B) USD $100.

Some states don't allow certain limitations, so parts of this may not apply to you.

14. You'll cover us if you break the rules

If we get sued, fined, or hassled because you broke these Terms, misused the Site, or violated someone else's rights, you agree to cover our costs — including reasonable attorneys' fees.

15. Governing law

These Terms are governed by the laws of the State of Florida, without regard to its conflict-of-law rules.

Any lawsuit has to be filed in the state or federal courts located in Seminole County, Florida. You agree those courts have personal jurisdiction over you for any dispute connected to these Terms or the Site.

Try us first. Before filing anything, email help@willowplushshop.com and give us 30 days to make it right. We're small, we're reachable, and we'd much rather fix a problem than fight one.

16. Ending things

We can suspend or end your access to the Site at any time, with or without notice, if we think you've broken these Terms or if we're shutting something down. You can stop using the Site any time — just close the tab.

Sections that are supposed to survive (ownership, disclaimers, liability caps, governing law, indemnification) stick around even after the rest of these Terms end.

17. Changes

We can update these Terms. When we do, we'll bump the "Effective" date at the top and, if the changes are meaningful, we'll flag it — a banner on the site or a quick email. Using the Site after the update means you're good with the new version.

18. If a section gets thrown out

If a court decides part of these Terms isn't enforceable, that part gets trimmed to the minimum that works (or removed), and the rest still applies.

19. The whole deal

These Terms, plus our Shipping Policy, Refund Policy, and Privacy Policy, are the entire agreement between you and Willow Plush about using the Site. They replace any earlier agreements.

20. How to reach us

Willow Plush
Email: help@willowplushshop.com
Site: willowplushshop.com

We answer every email ourselves, usually within 1–2 business days.

— stitched with love, from the two of us