Refund policy

Returns

Custom items are non-returnable. 

Returns for other items are accepted within 14 days of delivery for store credit minus return shipping charges.

This window is extended to 30 days for purchases made between Black Friday and Christmas to account for holiday gift-giving. Returns will not be accepted after 30 days.

All returns are store credit only.  

If you receive the wrong item/s, or if you receive a defective item please get in touch with us within 10 days of delivery to submit a claim. 

For all claims, please provide us with photos of the products, and packaging tohello@twineshop.co

If you received the wrong item please provide us with a picture of the item you did receive. If the order arrived with an imperfect item, please include images of the imperfection. We will then issue a replacement order, and if applicable, we will provide a prepaid shipping label to return the miss-shipped items.