Refund Policy

📄 Refund & Returns Policy

At Told & Twine, each custom artwork is made to order using the photo uploaded by the customer. Because our items are personalized and created specifically for each order, we do not accept returns or exchanges for change of mind, incorrect photo selection, or customer ordering mistakes.

Order Cancellations

You may request to cancel your order within 12 hours of placing it.

After 12 hours, production may have already started and cancellations cannot be guaranteed.

To request a cancellation, please email us as soon as possible at:

toldandtwinecustomerservice@gmail.com

Please include your order number in your email.

Photo Quality

Customers are responsible for uploading a clear and suitable photo before adding the item to cart.

For best results, please upload a clear, bright, high-quality image. Avoid blurry, dark, low-resolution, or heavily filtered photos.

If the uploaded photo is not suitable for the artwork, our team may contact you by email before production begins.

If we contact you for a clearer photo and do not receive a response, your order may be delayed.

Returns and Exchanges

Because each item is custom-made and personalized, we do not accept returns or exchanges unless the item arrives damaged, defective, or incorrect.

We are unable to offer refunds or replacements for:

- Change of mind
- Incorrect photo uploaded by the customer
- Wrong item, size, color, or option selected by the customer
- Incorrect shipping address provided by the customer
- Delays caused by missing or unsuitable photo uploads
- Minor color differences caused by screen display, lighting, or photo quality

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at:

toldandtwinecustomerservice@gmail.com

Please include:

- Your order number
- Clear photos or a video showing the damaged packaging and product
- A short description of the issue

After reviewing your claim, we may offer a replacement, refund, or another suitable solution depending on the situation.

Please note: We are unable to offer a refund or replacement if no photo or video evidence is provided.

Refunds

If your refund is approved, it will be processed back to your original payment method.

Please allow 5–10 business days for the refund to appear in your account, depending on your bank or payment provider.

Shipping Issues

Once an order has been shipped, delivery time may vary depending on the shipping carrier and destination.

If your tracking shows that the package was delivered but you did not receive it, please contact the shipping carrier first. You may also contact us and we will do our best to assist.

We are not responsible for delays caused by shipping carriers, customs, incorrect shipping addresses, or circumstances outside our control.