Customer Service
Returns and Exchanges
Online Return Policy:
We hope you will be happy with the items you purchase at Twig. If for some reason you need to make a return for an online purchase, returns will be accepted on items returned within 5 days of receipt of the item. Items must be in new, unused/unworn condition with tags attached. Please DO NOT ship an item squeezed into too small of a package. If an item is returned in this manner a restocking fee will be applied. Shoes must be in their original, undamaged shoebox. Please try shoes on a protected surface as shoes with worn or scuffed soles will not be accepted. We cannot make any exceptions to requests falling outside the 5 day time frame. Please email us at store@shoptwig.com to notify us a of a return. Returns will not be accepted without prior notice.
Full price items - eligible for exchange, store credit or refund.
Sale items discounted less than 20% are eligible for store credit/exchange only. All other sale items are considered final sale.
Store credit will be valid for 12 months from the time it is issued. Shipping costs are non-refundable and return shipping fees are the responsibility of the customer.
Returns must be shipped insured to:
Twig
21 6th Street N
Saint Petersburg, Florida 33701.
In Store Return Policy:
In store purchases for full priced items may be exchanged or returned for store credit only. Items must be returned to the shop within 3 days from date of purchase to receive store credit. Items must be unworn, with tags still attached. Sale items, jewelry and hosiery are final sale. Store credit is valid for 12 months only.
Shipping
Twig ships using UPS or USPS for domestic. Packages are typically dispatched within 2 business days from the date that your order is received and credit verification has been confirmed. All packages are shipped insured and with tracking. Orders placed on Friday after 4:00 PM EST will be processed the following Monday.
For international orders, packages are shipped via USPS, UPS or DHL unless other arrangements are requested. All import taxes and duties are the responsibility of the customer, not Twig. Twig is not responsible for lost items during the delivery process.
