Refund policy
Every door basket and wreath is designed and built by hand once you order it, so we handle returns a little differently from a shop selling things off a shelf.
Store credit or exchange
If something isn't right, you have 7 days from delivery to start a return. Email us at orders@twigs.net and we'll send you a prepaid return label.
Once your item is back with us we'll issue store credit for the full price of the item, or swap it for something else. There's no restocking fee.
Shipping isn't refunded — the shipping you paid on the piece you’re returning — $15, or $30 to the West — is deducted from your credit, and a replacement order pays shipping like any other order. We don't offer cash refunds on delivered items: each piece is made for your order, and once a basket has travelled it can rarely be sold again.
What we can take back
- Unused, and in the condition it arrived.
- Back in its original carton. It's cut to the shape of the piece, and it's the only thing that reliably gets a basket home in one piece.
- On its way back within 7 days of us issuing the label.
Arrived damaged, or not what you ordered?
That's on us, and it isn't a return. Email orders@twigs.net within 3 days of delivery with a photo of the piece and one of the box. We'll send a replacement or credit you in full — nothing deducted, and usually nothing to send back.
Changed your mind before it ships?
Get in touch before your order goes out and we'll cancel it and refund you in full, to your original payment method.
Final sale
Custom and special-order pieces can't be returned or exchanged.