SHIPPING, TURNAROUND, RUSH ORDERS
- How long until my head piece, veil or accessory order ships?
For made to order products, we hand create your pieces to order and will ship your order in about 5-7 weeks* after purchase using your preferred shipping option (chosen at checkout). The turnaround time is our best estimate and does not include shipping times. Unless arranged prior to purchase, production times are our best estimates and not guaranteed. Additionally, there may be slight differences from piece to piece as everything is handmade. We highly recommend ordering your piece(s) sooner rather than later to ensure that you will receive in plenty of time.
* unless noted otherwise, special extended turnaround times, etc.
- 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. If you have both "ready to ship" and "made to order" items in your purchase, we will not ship the "ready to ship" item sooner unless you pay for additional shipping costs. This is how we are able to offer combined shipping. Even if an item is "ready to ship", we encourage you to purchase sooner, rather than later as our inventory can fluctuate daily. We ship on Monday-Friday only and do not ship out on major U.S. holidays.
- 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 (for made to order items). If the item is "ready to ship" with an estimated 1 week processing turnaround and you want to reduce the processing time, it will need a rush upgrade ($30). 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: firstname.lastname@example.org . 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 for made to order and 1 week for ready to ship, not including shipping times), we cannot guarantee that your item will arrive by your requested date.
***Some of our most popular styles will have the option to add a rush upgrade directly in the product's listing. These upgrades are available without prior approval and can be added to your cart and purchased immediately which will reduce the processing time from 1 week to 1-2 business days (Monday-Friday shipping only and not including major U.S. holidays). This is separate from shipping times. Separate shipping upgrades are available at checkout.
- 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.
- I purchased multiple items. How many signature keepsake boxes will I receive?
If your purchase total is over $100 and you've purchased multiple items, we will pack in the least number of signature keepsake boxes to make the smallest shipment in order to reduce your shipping costs. If you would like a separate signature keepsake box for each of your items, you will need to make a separate purchase for each item so shipping is paid for each different item.
- What are your U.S. shipping rates and methods? (If you're an international customer, please refer to the "International customers" section):
* n/a stands for NOT APPLICABLE
USPS First Class is eligible for order totals less than $40 and it takes from 5-7 business days to ship (not including processing times).
USPS Priority shipping takes an estimated 2-3 business days (not including processing times) and will include online tracking.
USPS Express shipping takes from 1-2 business days (not including processing times) and will include online tracking.
Please note that simply upgrading shipping will not reduce the processing time.
- How can I track my package?
After the turnaround time has passed, you will receive an email confirmation from us notifying you that we have completed and shipped your order. A second email from will also be sent at this time with your tracking number. This will be sent to the email address entered when entering payment information. You may use this tracking number at usps.com unless a different courier has been arranged. Tracking is not available if you choose First Class shipping.
- Shipping insurance
We highly encourage you to add shipping insurance at checkout. Shipping insurance options will be available on the final page of checkout. If you choose a shipping method with insurance and the order is going to a U.S. address, we will also add "signature required" to the shipment. Please keep this in mind when timing your purchase and estimating the delivery date. If you choose USPS Express shipping at checkout, it will automatically include up to $100 of shipping insurance but without a signature required. If your order is over $100 in total, we encourage you to add the shipping insurance so that the full value will be covered. Again, if you choose shipping insurance, we will also add "signature required" upon shipping. This is so that in the unfortunate event that the package is lost, we can prove to the USPS that the package was lost or mis-delivered and then the purchase can be reimbursed. If you do not choose to add shipping insurance at checkout, WE CANNOT REIMBURSE OR REPLACE YOUR PURCHASE if it is lost or not received after we ship your order. This is the customer's choice. Shipping insurance is only a small percentage of the order total (several dollars) and is highly recommended, especially for higher value orders.
- When should I order my piece(s)?
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). If you are an international customer (anything outside the U.S.), purchase at least 3 months prior to the date the item(s) will be needed. 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 highly recommend it! You may select shipping insurance at the last page of checkout when selecting your shipping speed. We will not reimburse or replace items that have been lost or damaged during shipping. Also, please ensure that you list a secure shipping address. We will ship to the address you provide at checkout so please be sure to make sure it is entered correctly. We will not reimburse for items shipped to the incorrect address due to customer error.
QUESTIONS, INTERNATIONAL CUSTOMERS, RETURNS, DAMAGED/INCORRECT ITEMS
- I have a question about my current order. What should I do?
Please email us with the order # and/or date you ordered and your name to email@example.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. You can also fill out a form to contact us HERE.
- International customers and International shipping
Based on our experience, we highly recommend purchasing 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 or longer and this does not include the up to 7 week production turnaround. Don't wait until the last minute! We cannot guarantee the delivery time of international orders. We will not be responsible for delivery dates on items purchased in less than 3 months prior to the date needed as there may be unforeseeable customs delays and unpredictable weather related delays. 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 First Class Int'l shipping (2-4+ weeks, no online tracking, no insurance, no delivery confirmation), USPS Priority International Shipping (average of 6-10 business days not guaranteed, delivery confirmation and online tracking) or USPS Express International Shipping starting at $39.00 (average of 3-5 business days, delivery confirmation, online tracking and option to add insurance). Shipping rates will be visible on the last page of checkout based on the destination country. We recommend choosing Priority or Express shipping as it offers tracking.
*If you are an International customer, please enter your shipping address in English at checkout. Our shipping software cannot recognize foreign characters. If foreign characters are entered, it may delay processing or result in the package being delivered to the incorrect address.
- 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: firstname.lastname@example.org
- 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 or carelessness with handling), please email us: email@example.com. If the item's damage is not due to shipping, you will need to notify us within 48 hours of item receipt and we will repair or replace as needed. After 48 hours of receipt, any damages to the item will fully be the responsibility of the buyer.
- I received an incorrect or damaged item. What do I do?
After receiving your item, please inspect the piece immediately. You will have 48 hours from the time of receipt to notify us of any errors. If you receive the incorrect product or if your product arrives damaged (not due to shipping or carelessness with handling), please email us: firstname.lastname@example.org. We will provide instructions for incorrect items and damaged items. If the item's damage is not due to shipping, you will need to notify us within 48 hours of item receipt and we will repair or replace as needed. After 48 hours of receipt, any damages to the item will be the responsibility of the buyer. All purchases made through this shop will be subject to these terms, so please inspect your order immediately after receipt. Do not delay!
- Correct size of our pieces
Please take the time to read the item's description for measurements. Since items are handmade, the measurements may vary slightly (less than 5% difference). It is the responsibility of the buyer/customer to read the measurements. As all head sizes and shapes vary, the measurements listed in the item's description are the best way to determine what the actual size of the piece will be. Don't just look at the photos and assume it will look exactly the same on you. We recommend measuring your own head against the size of the piece you are interested in prior to purchase so you are not surprised by the actual size of the piece when it arrives. We will not reimburse or exchange styles where the customer did not read the product's size prior to purchase. By purchasing an item, you are agreeing to purchase what is described on our site for that particular product(s). When in doubt, please email us with any questions prior to purchase: email@example.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. For metal based pieces, the options are antique silver finish or gold. If the style does not already have the metal color as an option, the custom request for antique silver or gold will start at an additional fee of $400 (and up) and will require from 5+ months for completion. Email for details.
- Do you accept custom order requests?
:: Update :: Due to an overwhelming response this season with more orders than anticipated, we are temporarily declining custom order requests unless they are simple modifications to existing designs (additional fee) or special custom requests starting at $800. 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: firstname.lastname@example.org
- How do I take care of my product? Product care:
If cared for, Twigs & Honey pieces will last for many years.
If you order a veil, it will likely need to be steamed before wearing to release wrinkles. If you cannot steam, you can iron on the lowest setting and very lightly but be very careful as high temperatures can damage delicate veiling. You can also mist with water and blow dry, again, on a low setting.
For handmade fabric flowers, please do not get wet and keep away from direct sunlight (if hand dyed) and high humidity. They are not washable and I only recommend spot hand cleaning if completely necessary, but as I hand create them with only non-toxic ingredients, we cannot guarantee that they will be perfect after attempting to clean them. We hand sew most elements so please handle with care and do not set things on top of the flowers as this may wrinkle and mishape them.
For feather pieces, if it appears that they had a rough journey and they get ruffled, you can gently stroke the feathers to "zipper" the filaments back together. Handle feather pieces with care as they are delicate.
For wired vines, please do not bend back and forth and avoid direct contact with hair products. Store in the signature box to prevent dust accumulation.
For metal headbands and headpieces, please take care not to drop or shake in the box. Do not attempt to bend too much to avoid breaking. Store in the signature box to prevent dust accumulation.
To keep the dust off, you can store in the box the pieces are shipped in.
Any damages, not due to shipping or customer mishandling, must be communicated with us within 48 hours of receipt (contact email@example.com). If the item is damaged after that, it will be the responsibility of the customer.
If you have questions, please get in touch!
- Where are your products made?
Most of our accessory products are made completely from scratch by trained hands in our studio in Salem, Oregon. All our bridal gowns and attire are made locally in Portland, Oregon. Our materials are sourced from around the world including the U.S., Europe and Asia. With some special accessory styles, we work with small companies both in and outside of the U.S. on custom components and assembly with finish, detail and additional work completed in our studio. All our products ship out of our Salem, OR studio after they are finished and quality control inspected. We love to design and create and we feel inspired by the wide range of fine materials available to us and the highly skilled techniques used in the creation of refined accessories. We respect the specialized companies we work with and their cumulative years of experience in specific trades and services. We seek out the best at what they do (from gold plating, custom mold pouring and more) to achieve the quality of product and level of design our customers expect and appreciate.
- Do you use real pearls, crystals, etc.?
In many of our styles, we use real freshwater pearls and swarovski crystals or rhinestones. If this is the case, it will be noted in the products online description. If it does not specifically say, "freshwater" pearl, real pearls were not used. Beads that resemble pearls will be described as "pearls" or "pearl beads", but are not genuine. Glass beads cut into a crystal shape will be called "crystals" but when Swarovski crystals or rhinestones are used, this will be noted in the product's online description.
- 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! You may purchase right through our website HERE.
- What forms of payment do you accept?
We gladly accept Visa, MasterCard, American Express, Discover, or regular account payments all through PayPal. All prices are in USD, US Dollar.
- 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.
- I am a retailer and would like to carry your pieces. Do you offer wholesale?
Yes! We would love to work with you. Please fill out our wholesale application HERE. Alternatively, you can email us for additional information with "WHOLESALE" in the subject line: firstname.lastname@example.org
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.
Background artwork on this site is the property of Twigs & Honey ®, LLC. They are from original hand paintings by Myra Callan. Do not copy for personal or commercial use.
All designs, photography and content, rights reserved © 2008-2015 Twigs & Honey ®, LLC
Please do not plagiarize my policies. These polices are original text by Myra Callan. Please be aware that identical text found on other websites that do not credit Twigs & Honey ®, LLC are copies taken from this site without our permission.