When your order is dispatched and tracking is available, we send tracking details to the email used at checkout. Tracking information belongs to the carrier and can update with a delay after the first scan.
How to check an order
Open the tracking link from the dispatch message and enter any information requested by the carrier. Check that the destination and tracking number match your order before contacting support.
Tracking has not updated
Allow a short period for the first carrier scan. During weekends, holidays, customs review, or transfers between carrier networks, tracking may remain unchanged for a period even while a parcel is moving.
Delivery address changes
If an address needs to be corrected before dispatch, contact us immediately. Once an order has shipped, changes may depend on the carrier and may not be possible.
Marked delivered but not received
Check the delivery area, household members, building reception, and carrier notes first. If the parcel remains missing, contact us with your order number and the carrier information so we can review the next step.
Contact support
Email service@willowrally.com or call +852 2873 0619. Please do not send payment card numbers by email.