Return & Refund Policy

Return Policy Validity
Our return policy is valid for 30 days. You have 30 days to return your product after you've received it. Once 30 days have passed, we unfortunately cannot accept your return anymore.

To be eligible for a return, your item must be unused and in the same condition as you received it. The product must also still be in its original packaging.

There are certain situations where only partial refunds are granted or refunds are refused.
  • Any item that is not in its original condition or has been damaged.
  • Any item with missing parts for reasons not due to our fault(s).
  • Any item returned more than 30 days after delivery.

Return Process

Initiating a Return:
To initiate a return, please contact our customer service team at info@twillandweave.com with your order number and reason for the return. We will provide you with a prepaid return shipping label and instructions on how to return your item.

Return label:

After your return request is approved, you will receive instructions on how and where to send the package. Please note that it is the customer's responsibility to return the item and cover the return shipping costs. Returns without prior authorization will not be accepted.

Packaging the Return:
Pack the item securely in its original packaging. Attach the prepaid return shipping label to the package.

Shipping the Return:
Drop off the package at the designated courier or arrange for a pickup as instructed.

Refunds
Once we have approved the return, your refund will be processed and a refund will be automatically issued to your account within 14 days, using the same payment method you placed the order with.

Late or missing refunds
If you have not yet received a refund, check first with your bank account.

If you have done all this and have not yet received your refund, please contact us at info@twillandweave.com

Exchanges
Unfortunately, we don't accept to exchange your items. You can always return your items and place a new order. But you do have to pay for the return costs yourself.

Cancelling your order
Please note that once an order has been placed, it is not possible to cancel or modify it. We kindly ask that you review your selections carefully before confirming your purchase. Should you have any concerns or need assistance, feel free to reach out to our customer service team for support.

Shipping your return items
You are responsible for paying the shipping costs for returning your item. Expect for defective or wrong received products. We will replace these free of charge. 

It is expected to return the items with a traceable shipping service or shipping insurance.