Refund Policy

🔄 Refund Policy

At Told & Twine, each piece is custom handmade from your photo. Because of the personalized nature of our products, we do not accept returns or exchanges.

However, your satisfaction is important to us.

Damaged or Defective Items
If your order arrives with broken packaging or damaged item, please follow these steps:

1. Video it on the spot — Immediately record a video while opening the package. Show the broken packaging clearly and the damaged product.
2. Contact us within 7 days of delivery at toldandtwinecustomerservice@gmail.com with:
   - Your order number
   - The unboxing video showing the broken packaging
   - Photos of the damage

We will gladly replace your item at no cost. Claims without an unboxing video showing the broken packaging will not be accepted.

Cancellations
You may cancel your order within 12 hours of placing it. After 12 hours, production has already begun and cancellations cannot be accepted.

No Returns
As each item is custom made from your personal photo, we do not accept returns or exchanges for change of mind.

Contact Us
For any questions, email us at toldandtwinecustomerservice@gmail.com

Told & Twine | Made From Memories