FAQ
🛍️ General information
Are the baskets handmade?
Yes. All our baskets are handwoven by artisans using natural wicker. The leather straps are hand-stitched, and every material is selected for beauty and endurance.
What sizes are your baskets available in?
We currently offer baskets designed for 2, 4 or 6 people. Each version includes matching cutlery, tableware and napkins — scaled accordingly.
Are the tableware pieces real porcelain or ceramic?
No. We use high-grade melamine, which looks like ceramic but is lightweight, unbreakable, and dishwasher-safe. Ideal for refined outdoor use.
Can I remove or add items inside the basket?
Each basket comes pre-filled with all essentials. However, you're free to personalize your experience — many of our customers add personal touches such as linen runners, candles, or a bottle of wine.
Is everything included in the price?
Yes. What you see is what you receive — including all utensils, glasses, plates, and the thermal compartment. There are no hidden fees or add-ons.
📦 ORDERING & SHIPPING
How long does it take to process my order?
All orders are processed and shipped within 48 hours (2 business days, Monday-Friday)
How long does delivery take?
Our average shipping times:
USA & Canada: 3-7 business days. (Monday-Friday)
🔄 RETURNS, EXCHANGES & WARRANTY
What is your return policy?
We offer a 30-day hassle-free return policy:
✅ Items must be in original condition.
✅ Returns accepted for full refunds or exchanges.
✅ Return shipping covered for defective or incorrect items.
Do you offer a warranty?
Yes! Every Maison Willow product comes with a 1-year warranty covering:
✔ Manufacturing defects.
✔ Material quality issues.
✔ Structural integrity failures.
What if my item is damaged on arrival?
We carefully inspect every piece, but if something goes wrong in transit, we will send a replacement free of charge. Just send us photos within 72 hours of receiving your parcel.
📩 STILL HAVE QUESTIONS?
Reach out to our customer support team at hello@maison-willow.com. Monday–Friday, 9AM–5PM (EST).