FAQ
what types of payment do you accept?
We accept payment by cheque, paypal, credit and debit card.
You can order direct from our shop or by contacting us directly.
how long will I have to wait for my order?
Every single textile we make at twig is handmade to order. We don't stockpile in a large warehouse or cut manufacture deals abroad. We handle every request made personally in our studio. This means that we can't dispatch your order the minute we receive it.
As soon as we receive confirmation from you we'll schedule your order. Textiles from our collections are usually dispatched within 1-2 weeks of your payment clearing.
Please let us know if your order is urgent and we'll do everything we can to get it to you on time. However, we take great pride in the quality and finish of all our textiles and never compromise on this to meet a rushed deadline.
how do you deliver?
Depending upon the size of your order we use two types of delivery service. For small orders in the United Kingdom we use Royal Mail special delivery. Your order is insured and is guaranteed to arrive by 1pm the following day and requires a signature upon arrival. For larger orders and addresses out with the United Kingdom we use a courier.
how will I know it is ready?
We'll contact you when your order is ready for dispatch. We'll give you the date you should expect your order to arrive and a tracking number for you to trace delivery status if you need to.
what if I want to return an item?
It's very important to us that you are happy with your order and we hope there will be no cause for concern or return.
However, mistakes occasionally happen and we urge that if you are disappointed in any way with your order to please contact us immediately. We will look at your concerns and get back to you as soon as we can.
Items purchased from our shop are accepted within 14 days of receipt in their original packaging. As you are fully responsible for the safe return of the item we highly recommend that you use special delivery. We'll send you a refund or a credit note to cover the cost of the original products and you can choose something different. Please give us your reasons for return.
Please note that bespoke and personalised items are not returnable.
help, my purchase is damaged!
Every now and then parcels are damaged during transportation. Items which have been damaged during shipping are covered by the delivery company.
We strongly advise that if your order arrives in damaged packaging that you photograph it before opening it as proof. Some companies require you to keep any damaged packaging to show that damage occurred before you received delivery.
Please contact us and we'll talk you through the claims procedure.
help, my purchase hasn't arrived!
If your order fails to arrive the day you expect, please don't panic!
We only use delivery systems with tracking facilities so between us we'll be able to locate your parcel. Please contact us if it fails to arrive 48 hours after due delivery and we'll start chasing it up for you.
Once a parcel has left our studio it becomes the responsibility of the carrier and we do not cover mistakes on their part. However, we will always do everything we can to make sure the process is as smooth running as possible.
questions, questions, questions...
If you have any other questions or need advice then please, drop us a line.... we're always happy to help!