FAQs
Our Sustainability Efforts with Eco-friendly Packaging
How are you changing your packaging to be more sustainable?
We aim for each part of our packaging to use responsibly sourced materials that won’t harm the environment. We continually explore eco-friendly options that balance cost, durability, and availability. Our goal is that production of 100% of the Willow Tree line will use fully recyclable or compostable packaging materials by year-end 2024.
What is the biggest change you’re making?
Our most visible shift is eliminating Styrofoam. Historically, we used Styrofoam inserts to protect fragile sculptures during transit. Now we are replacing them with pressed pulp, paper, or cardboard inserts. For some Nativity sets, we still use pressed Styrofoam, hoping customers will reuse it for storage rather than discarding.
Because Styrofoam isn’t easily collected by local recycling programs, we are converting protective inserts for newer products to paper pulp or cardboard, which are curbside-recyclable. This change began in 2014, and all new items since then include pulp or cardboard protective inserts.
Why is the Willow Tree piece I bought still in Styrofoam?
We can’t retroactively repackage inventory that’s already in warehouses or retail outlets. Until new production arrives, some items may still include Styrofoam inserts.
Why do you need the inner polybag?
The inner bag protects the painted finish from scratches during shipping. Willow Tree pieces are hand-painted with thin translucent layers. We are transitioning the inner bag to biodegradable PLA (cornstarch). After opening, the bag can be composted (not placed in recycling, as it may contaminate other recyclables).
What does the Micro-Pak do?
Micro-Pak keeps sculptures dry and safe from moisture damage. We’re shifting to eco-friendly “Micro-Pak Dri Clay®,” made with bentonite clay—a nontoxic, responsibly mined natural mineral. The kraft paper pouch is FSC certified, plastic-free, and will biodegrade safely.
What does FSC mean?
FSC stands for “Forest Stewardship Council,” a certification that ensures paper products are derived from responsibly managed forests that meet strict environmental and social standards.
Why are the figures made of resin? Isn’t resin a plastic?
The original sculptures by Susan Lordi are carved in clay. They are then cast in a resin blend that preserves every knife mark. Resin gives a durable, matte surface that defines the Willow Tree look. Though not fully eco-friendly, our hope is that the meaningful nature of these pieces encourages long life and care rather than disposal.
How do I dispose of the packaging materials?
Recycling instructions appear on each Willow Tree box:
- Outer Gift Box: 60–85% recycled material; printed with soy-based inks; fully recyclable.
- Paper Pulp Insert: 100% recycled material; fully recyclable.
- Cardboard Insert: 40–85% recycled; fully recyclable.
- Styrofoam Insert: Not curbside recyclable; may require special facility.
- Biodegradable Inner Bag: PLA cornstarch; compostable. (Do not put it into standard recycling.)
- Sentiment Card & Vellum Note: FSC or recycled materials; fully recyclable.
- Micro-Pak Dri Clay: Bentonite clay in FSC kraft pouch; biodegradable in landfill.
If you have further questions about our packaging or sustainability efforts, please let us know.
Product Construction & Repair
What are Willow Tree® figures made of?
Each figure begins as an original sculpture by Susan Lordi in clay. The originals are sent to a factory to be cast in a resin blend that retains every detail. After curing, each piece is hand-painted under Susan’s direction, preserving her style.
How do I clean my Willow Tree® figures?
Because multiple paint layers are applied and gently rubbed back, and the paint is water-based, avoid using water or wet cloths. Instead, dust them with a soft dry brush or gentle cloth.
Where are Willow Tree® figures made?
Susan sculpts in her studio in Kansas City, Missouri. The pieces are then produced in China to capture every detail. Quality control and painting are handled in collaboration with Susan’s team to maintain color, finish, and style. Authentic pieces bear “© Susan Lordi” marks.
What’s the best way to repair a broken figure?
These sculptures are resin and may break if dropped. A two-part epoxy is best—apply minimally, align the broken parts, and allow it to set.
Do you offer replacement parts?
We don’t provide individual parts (wings, flowers, etc.) for broken items.
Can Willow Tree® figures be displayed outdoors?
Because the paint is water-based and applied thinly, exposure to weather can cause fading, streaking, or changes in color. With time, the piece may develop a pleasing patina—but it’s generally best kept indoors.
Customization
Can I have a piece with different hair or skin color?
Unfortunately, Susan is not able to customize pieces by hair or skin tone. Most designs use soft, blended coloring for universal appeal.
Can Susan create a custom figure for me or my organization?
She cannot create custom sculptures. However, we welcome suggestions and will forward them. We may be able to offer an existing grouping that captures what you’re trying to express.
Can I order a custom piece that matches my family?
Susan is not able to create bespoke family pieces, but you can group multiple existing pieces to reflect your family dynamic. A tab called Create a Family Grouping offers many ideas. Watch the “How to Create a Family Grouping” video for tips.
Can Willow Tree pieces be personalized?
Personalization is currently available on Musicals and two sizes of Personalized Shelves. Engraving is done permanently with laser, so personalized items are final sale and not returnable.
Specific Product Requests
Are there pieces with darker skin or hair colors?
Yes. Susan employs four subtle skin tones from light to dark, and many pieces come in two skin tone options. Pieces like We Are Three, You and Me, Brother and Sister, and multiple seated children reflect diversity. Other figures such as Courageous Joy, Angel of the Spirit, and With Love also interpret a variety of ethnic identities. Child of My Heart intentionally features differing shades to allow for adoption or multi-racial interpretation.
Is there a piece for twin babies or older twins?
Yes. Two Together is a pair of baby figures (~6–7 months old). You can also group figures like New Dad + Angel of Mine, or use Sisters by Heart, My Sister, My Friend, Heart and Soul, etc., for older twins.
Is there an adoption piece?
Child of My Heart is intended as an adoption piece but also works for various relationships. The subtle difference in shading suggests unique but loving connections.
Is there a piece for aunts/uncles/godparents?
Many titles allow flexible interpretation. For aunts/uncles: Tenderness, Quietly, The Quilt, Close to Me. For godparents: Our Gift, We Are Three.
Is there a piece about breast cancer?
Angel of Courage debuted in 2001 as a fundraising item. Later, Susan reintroduced Courage to broaden the meaning to triumph over adversity. Other supporting pieces include Bloom, Journey, Shine, Soar, Butterfly, Courageous Joy.
Does Susan create cause-marketing donation pieces?
Yes. Over the years she has designed figures for charitable causes. While she no longer releases new donation pieces regularly, she and her distributor support many cultural, health, and community organizations.
Do animals and the Three Wise Men work with all Nativity collections?
The Three Wisemen, Shepherd & Animals, and Ox & Goat are designed for the classic 6-piece Nativity or Crèche. They do not scale well with the large Christmas Story or small Holy Family sets. Separate animals are available to match appropriate scale.
My Account
How do I create an account?
Consumers can create an account by entering name, email, and a password. Use the “Sign In” link on future visits to access account info, order status, and more.
How do I change my email address?
Once signed in, go to “Account Settings” to update your email address.
Will you share my email address with others?
Your privacy is very important. Please see our Privacy Policy for details.
How do I unsubscribe from your email list?
Our emails arrive about twice a month for new products, gift ideas, and promotions. To stop receiving them, click “Unsubscribe” at the bottom of any Willow Tree email.
What is a Wish List?
A Wish List lets you compile favorite products for later. You must be signed in to use it: click “Add to Wish List” on a product, then access your list via the Wish List link. You can move items from your Wish List to your cart.
Placing an Order
How do I use “Buy with Prime”?
If your item is eligible, click “Buy with Prime” instead of “Add to Cart.” You’ll complete the purchase via Amazon, which handles service and claims. Note: not all items qualify, and personalized items are excluded.
How do I use a promo code?
In your Shopping Cart, enter the coupon code in the “Enter Promo Code” box and click “Apply.”
How can I check order status?
After ordering, you’ll receive confirmation email with Order Details and tracking number once shipped. You can also log in at willowtreethe.com (via “Sign In”) and click “Order History.”
Can I change or cancel an order after submission?
Once an order enters shipping, we can’t change or cancel it. If your order is still in process, we’ll do our best to help. You can request a return authorization or replacement/credit via our customer care.
What types of payment do you accept?
We accept PayPal, Amazon Pay, and major credit/debit cards (Visa, MasterCard, Discover, American Express).
When will my credit card be charged?
For PayPal or Amazon Pay, you’re charged upon confirmation. For credit cards, your card is pre-authorized first, and then charged when the order ships. Charges will appear under “DEMDACO.”
Shipping
Where does product ship from?
Orders ship from our distribution center in the Kansas City area.
How long until my order arrives?
Please see our Shipping page for estimated delivery times, holiday schedules, costs, and processing info.
Where are my tracking number and shipment details?
After shipping, you’ll get a confirmation email with a tracking number. You can also view shipping status via your Order History on willowtreethe.com.
Can I ship to an address other than my billing address?
Yes. At checkout, you may designate a different shipping address.
Do you offer expedited shipping?
Yes. We provide various shipping options (Ground, 2Day, Overnight, etc.). Note: all orders require at least one business day for processing. See the Shipping page for full details.
Do you ship to P.O. boxes?
Yes—USPS Ground can be used for P.O. boxes within the contiguous United States. APO/FPO addresses are not supported.
Do you ship internationally?
No. Delivery is limited to the 50 United States only. Willow Tree products are also sold at retail in other countries; check with our international partners for availability.
Returns & Exchanges
What’s your return policy?
If you aren’t satisfied, we accept returns for refund or exchange. See our Returns & Exchanges page for full policy details.
What if my order is damaged or defective?
If you receive a damaged or defective item, contact customer care to obtain a return authorization and replacement or credit.
How long does a credit take?
Refunds typically process within 7–14 business days after we receive the returned product.
Can I return a gift item?
Only items purchased on willowtreethe.com can be returned or exchanged through us. Gift bags are not returnable. You will need the original order information to initiate a return. If the item was purchased from a retailer, please contact that retailer directly.
Gifts, Gift Bags & Gift Registry
How do I place a gift order? Can I include a message?
Yes. When checking out, choose “gift” option. Use the “Add Gift Bag” button in your cart and enter gift recipient’s address and your personalized message.
Do you offer gift wrapping?
Yes—certain items may be gift wrapped in natural linen drawstring bags for a fee. Note: gift bags are nonreturnable.
Do you offer gift cards?
Not currently. Please check back in the future for updates.
Do you have a gift registry?
Not at this time.
Product Availability
How do I find discontinued pieces?
First, check our site for the piece. If sold out, try specialty online retailers or resale sites. We don’t control condition or pricing of discontinued items, so proceed with care.
Do you have a product catalog?
Yes. We offer an electronic catalog (PDF) you can view or download, which includes current and past pieces, movie dates, and product history. We don’t mail physical catalogs directly. Retail stores sometimes carry a spiral-bound Gift Guide.
Is every product available on the website?
Not always. Some products are exclusive to certain retail stores and noted as such. Use our store locator (under Find a Store) to check availability nearby. We also offer online exclusive items via willowtreethe.com.
How do I find a local retailer?
Use our Find a Store locator to locate retailers near you. For stores outside the U.S., see our International Partners list.
How do I become a Willow Tree® retailer?
If you’re a store owner interested in carrying our line, you may apply to become a distributor or retail partner. Please inquire to learn about territory opportunities.