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Policies

SHIPPING, PRODUCTION TURNAROUND, RUSH ORDERS

How long until my head piece, veil, or accessory order ships?

We hand create your pieces to order and will ship your order in about 5-7 weeks after purchase using USPS Priority shipping for orders within the U.S. (2-3 days in transit) or USPS Priority Int'l shipping for International orders (6-10 business days in transit). Shipping will include online tracking and delivery confirmation. USPS Express shipping is also available at checkout. The turnaround time is our best estimate and does not include shipping times. There may be slight differences from piece to piece as everything is handmade.

I purchased a "Ready to Ship" item. How long before it ships?

We will ship "ready to ship" items in about 1 week or less after purchase (not including shipping time). If your order contains both ready to ship and made to order items, the whole order will ship when all items are completed.

How long until my Twigscent order ships?

All twigscent orders will be processed and shipped in about 1 week. Twigscent products are handmade and depending on the volume of orders received, processing times may be longer during busy periods. In these instances, customers will be notified of any delays in shipping. Twigscent products will ship using USPS Priority shipping or First Class depending on the option chosen. At this time, Twigscent will only ship within the U.S. Normal shipping times are about 2-3 business days for Priority shipping, but this is not guaranteed. If you need a guaranteed delivery date for an additional charge, please email us prior to ordering.

I ordered both a wearable made to order piece and a Twigscent product. When will my order ship?

For combined shipping, your order will ship in 3-5 weeks after purchase.  If you'd like your Twigscent product to ship sooner, simply make two separate orders by purchasing your Twigscent order separately.  

I need a piece quickly. Do you accept rush orders?

Yes! We accept rush orders for an additional $30 for a 1 week production turnaround. Please contact or email us prior to purchase for a rush order so we can ensure that we have room in our schedule to meet your deadline: info@twigsandhoney.com . If you do not contact us to arrange for a rush order prior to purchase so we can arrange a formal invoice with the $30 fee (anything required in less than the maximum turnaround time of 5-7 weeks), we cannot guarantee that your item will arrive by your requested date.

Do you combine shipping?

Yes! We are happy to combine shipping for your purchase when the items are purchased together in one transaction. If you buy items in separate transactions, please email us or write a note in the comments box for the second item to let us know you'd like the shipping combined and we will refund the difference in shipping. With this option, your order will ship out after the turnaround time for the latest item is fulfilled.

What are your shipping rates and methods?

Cost of Shipping by order total ($) and method (U.S. Domestic Orders)
	$1-$39	$40-$199	$200+
USPS First Class	$3	n/a	n/a
USPS Priority	$8	$8	$10
USPS Express	$22	$28	$28

 

When should I order my piece?

When possible, we recommend not waiting until the last minute to order your piece. All our styles are handmade to order with care and attention to detail, so things can take time. If possible, we encourage you to purchase your piece(s) at least 2-3 months before the date in which you will need it (for U.S. domestic orders) as turnaround times can fluctuate and shipping times are variable (unless Express shipping is chosen). Also, if your order is time sensitive, please put your date that you would need it in the comments box at checkout. We cannot guarantee that your order will arrive by your requested date unless you contact us prior to purchase, but we will do our best to get your order out as soon as possible.

Lost Packages and Shipping issues?

After an item leaves our hands, it is at the mercy of the mailing service. If you would like to purchase shipping insurance, we recommend it! You may select shipping insurance at the last page of checkout when selecting your shipping speed. We will not reimburse or replacement items that have been lost or damaged during shipping. Also, please ensure that you list a secure shipping address.  

 

QUESTIONS, INTERNATIONAL CUSTOMERS, RETURNS  

I have a question about my current order. What should I do?

Please email us with the date you ordered and your name to info@twigsandhoney.com. Please use this email address as we do not check other email accounts. As we are a very small studio, we may take a few days to reply.

International customers

Based on our experience, please purchase your piece at least 3 months prior to the date you will need your order to arrive. Shipping may take from 2 weeks to 1 month. Don't wait until the last minute! All packages no matter what courier method will be subject to customs. All duties and taxes will be the responsibility of the buyer and not Twigs & Honey, LLC. We cannot mark our purchased shipments as "gifts" on customs documents so please do not request this.

You will have the option of USPS Priority International Shipping at $27.50 (average of 6-10 business days not guaranteed) or USPS Express International Shipping at $32.00 (average of 3-5 business days). These options include online tracking and delivery confirmation.

A note about handmade and products available on our website

We love handmade goods. Please keep in mind that as our products are created with lots of love and attention to detail, they are made by hand and are subject to variations from piece to piece. Also, colors may be represented differently on your computer screen. Hand dyed materials may vary slightly with each dye batch. When in doubt, please email us with any questions prior to purchase: info@twigsandhoney.com

Do you offer returns on head pieces, veils and accessories?

Please choose your item(s) carefully and email us with any questions prior to purchasing a piece. Due to the delicate nature of the pieces we create, we cannot offer refunds or exchanges at this time. If you receive the incorrect product or if your product arrives damaged (not due to shipping), please email us: info@twigsandhoney.com

Do you offer returns on Twigscent products?

Due to the delicate nature of handmade goods, sanitation and the cost of pure essential oils, Twigscent does not currently accept returns for reasons other than items that were damaged or in error. We highly encourage customers to purchase samples prior to full sizes if they are unsure if they will like a particular product or if they have known allergies or sensitivities. If you do experience a rare allergic reaction, please email us asap. Please not that if an item arrives damaged or in error, you will need to notify us via email with the transaction number within 7 days of receipt in order to receive a replacement. In these cases, we will cover return and exchange shipping costs. 

 

ABOUT OUR PRODUCTS, BACKINGS, CUSTOM ORDERS

Are your flowers premade?

No. We take pride in old school millinery techniques and we painstakingly handmake all our flowers from scratch. We custom dye, cut, press and sew our original flowers from the finest silks, cottons and laces. Our flowers are each unique and special and made only by Twigs & Honey, LLC. In some pieces, there are small vintage flower accents and high quality millinery flowers that we have found through scouring sources around the world and in those cases we will specify this.

What kind of backings do you offer?

We have available to you, gold plated wire combs, alligator clips, french barrettes, bobby pins and snap clips. We have the specific backing listed in each product's description based on our recommendation for a particular style. If you prefer an alternate backing, please email us and we are happy to use your preferred backing.

Can you create a piece with my custom color(s)?

We can create most of our designs with your custom colors (not all due to the materials). You can email or mail a swatch and we can do a custom dye for you for an additional $25. Email for details.

Do you accept custom order requests?

Yes! Most simple modification customizations we can do free of charge. Completely new designs may require a $50 custom order fee in addition to the price of the final piece depending on the final design. Email us for details: info@twigsandhoney.com

I saw a Twigs & Honey piece on a blog, website or magazine. Can you recreate it?

Yes, in most cases. Please describe the piece or email a photo and we would be happy to try to fulfill your request.

Do you offer gift certificates?

Yes! Please email us with the amount you would like to purchase for your gift certificate: info@twigsandhoney.com

 

PAYMENTS

What forms of payment do you accept?

We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal.

 

How secure is this store?

This store uses PayPal for payments, and PayPal automatically encrypts your confidential information in transit from your computer to ours using the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available).

Do I need a PayPal account to purchase from this store?

No, you are not required to have a PayPal account to purchase from this store. Although if you already have a PayPal account you may use it.

 

WHOLESALE

I am a retailer and would like to carry your pieces. Do you offer wholsale?

Yes! We would love to work with you. Please email us for additional information with "WHOLESALE" in the subject line: info@twigsandhoney.com

Other...

Items in this shop contain small materials and are not suitable for children under the age of 3.

We reserve the right to refuse service to anyone. In these cases, we will refund payments in full if payment has been made.

All designs, photography and content, rights reserved © 2008-2012 Twigs & Honey ®, LLC

Please do not plagiarize my policies. These polices are original text by Myra Callan.