Refund policy
Earrings and items bought on sale or using any coupon over 10% are considered final sale and are not returnable.
All International orders are final sale.
We have a 3-day return policy, which means you have 3 days after receiving your item to request a return.
After that, we will need to receive the product within 10 days and after receiving the item a refund will be processed.
There is a 15% restocking fee. This covers the time and materials used to send the order in the first place. The original shipping fee will be deducted for any returns. If you have any questions about our return policy, please contact us before placing your order as there are no exceptions made. You are responsible for shipping the item back to us. We do not provide a return shipping label.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at twineandlove@gmail.com.
If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at twineandlove@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
All our items are insured, we will send a replacement if damaged in transit, however, we need to receive a picture of the item within 48 hours of delivery, otherwise, the Insurance from the Postal Service will not be valid.
Final sale items cannot be returned or exchanged, unless required by law.
Exceptions / non-returnable items
Earrings and sale items cannot be returned or exchanged.
Certain types of items cannot be returned, like sale products. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on SALE items or gift cards.
Lost or Stolen Packages
Our policy for lost or stolen packages is as follows. We suggest you ask your neighbors or contact our local post office as the labels have a GPS tracking number in them.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at twineandlove@gmail.com.