REFUND POLICY

We do not accept returns, but are able to offer exchanges for apparel and non one-of-a-kind home decor items.  We also offer free repairs for decor items, such as rainbow makers, that may have been damaged in transit or within 30 days of receipt.

Cancellations
Cancellations made within 48 hours of purchase date will receive a 100% refund returned to the payment method on file. Cancellations made after 48 hours of purchase date will receive a 100% refund in the form of shop credit. 


Refunds (if applicable)
Refunds are given in the form of shop credit or original payment methods only.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your exchange.


Exchanges (if applicable)
We only replace items if they are defective or damaged, or in the case of a size swap for apparel. If you need to exchange it for the same item, send us an email at hello@twigandstonedesigns.com to coordinate an exchange. 

Missing Items
If an item is missing from your package, please email us within 7 days of receiving your package. This date will be tracked according to the tracking number associated with your package. If more than 7 days have passed since your item was received, unfortunately we cannot offer you a replacement item or refund for any missing items reported. That said, we triple check all orders during packaging, so missing items are not common.

Shipping

You will be responsible for paying for your own shipping costs for returning your item unless it arrived broken or damaged. Shipping costs are non-refundable.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

Route Shipping Insurance 

Route is a third party application, that allows customers to buy shipping insurance for all orders. Route ensures protection of customers shipment in case of lost, stolen, or damaged.

In order to apply for Route's Shipping Insurance, you are given the option to add the insurance during check out. If you add Route's Shipping Insurance to your cart at check out, you will receive an email with instructions of how to file a claim if necessary. You can also proceed to file a claim here. 

Lost Orders

• An order is considered lost if tracking never confirms package status as "delivered"
• If tracking shows no movement or looks to be stuck after exceeding the appropriate amount of shipping days, then orders may be considered lost and a claim will need to be made

How many days following the last tracking update should I file my claim?

• Domestic orders - 7 days
• International orders - 20 days 

Claims for orders lost in-transit must be filed no later than 30 days from the last available tracking update.

Stolen Orders

• An order is considered stolen if tracking confirms package status as "delivered," but not received
• Route asks that you wait 5 days from the day your package status was marked delivered before reaching out and filing your claim

Claims for stolen orders must be filed within 15 days from the date your package was marked delivered. Any claim for more than $100.00 will require a police report. 

Damaged Orders

• If your item arrives damaged, unusable, or in an unacceptable condition, Route encourages customers to file a claim immediately
• Please include photo reference of damaged item and packaging received

Claims for damaged orders must be filed within 15 days from the date your package was marked delivered.

Visit route.com to learn more.