Frequently Asked Questions
You will receive a confirmation email shortly after placing the order. Once your order has shipped, you will receive a second email that includes a tracking number. If you have not received these emails, please feel free to contact firstname.lastname@example.org to check on the status of your order.
If you need to cancel or change your order, email us at email@example.com on the date in which the order was placed. Please note that once you receive your final confirmation email with tracking information, we may not be able to change your order and can not cancel it.
We accept returns for any non-final sale product for store credit. We don't offer full refunds. Please see “Returns” section or email firstname.lastname@example.org for more information.
Please contact us at email@example.com if you do not receive your package. We are not responsible for packages once they have been handed over to a carrier for delivery to your shipping address. However, we would be happy to contact the carrier to inquire about your missing package.
Twine & Twig pieces are handcrafted by artisans in Charlotte causing them to have slight variations and natural imperfections. Any inconsistencies in the components are natural characteristics of the materials and should not be considered defects.
Yes! To add a gift note to your purchase, enter your message into the "notes" box that appears at checkout or respond back to your email that gives your order confirmation and state that you would like to add a gift note and please include the message in your email.
Shipping + Returns
Please see our shipping page for details on shipping rates. Or you can locate the rates at checkout after your address is entered.
We ship to some international countries but not all at the moment. We are working on being able to add this option on.
Depends on your distance from our studio located in Charlotte, NC and the shipping option you select at checkout. You should get an estimation at checkout but feel free to email firstname.lastname@example.org for further assistance.
We accept returns for STORE CREDIT or exchange. Unfortunately, we do not offer full refunds. Please send your order back to the address below with your original invoice or a note that has your name, email and order number on it.
Twine & Twig Attn: Returns 2108 South Blvd. Suite 101 Charlotte, NC 28203
Yes! Send your order back to the address below with your original invoice or a note that has your contact info and the item you would like to exchange. If we are owed money we will send you an invoice and ship the new piece out once it is paid. If we owe you the difference it will be issued via store credit.
Twine & Twig Attn: Exchanges 2108 South Blvd. Suite 101 Charlotte, NC 28203
We know that handcrafted jewelry can be delicate so we are more than happy to fix a piece for you. Please send it back to the address below with a note that has your contact info, return address and any special details if needed. You can also email email@example.com for assistance.
Twine & Twig Attn: Repairs 2108 South Blvd. Suite 101
Absolutely! As long as the request is obtainable we love to make custom pieces for clients. We charge a custom fee and all pieces are final sale and can not be returned once they have left our studio. Please email firstname.lastname@example.org for more details.
Yes! We know everyone is different and we want our customers to love where their necklace hits. For a custom fee we can can swap your straps. Please email email@example.com for details on how this works.
7" is the average size for bracelets but we are able to add or take away beads from most of our bracelets. Please add a note at checkout if you would like beads added or taken off.
Twine & Twig accessories are all handcrafted. To keep your Twine & Twig piece in optimal condition, we recommend storing it in the provided linen bags to keep it dry as well as add protection when traveling. While our jewelry is crafted for longevity, handling it with care is crucial. Excessive dropping, wear and tear, or improper storage and transport can lead to visible signs of wear and potential damage over time. Suede can show signs of distress if it becomes wet, please use suede cleaner to spot clean straps. We encourage the use of common sense and care when wearing and storing your T&T piece to ensure it retains its unique beauty.
They have no expiration date!
Have a press question?
Am a retailer, looking to wholesale and carry your products?
Love your products and I'm interested in becoming a brand ambassador or rep?
Need help with an order?
Yes, we have specific days and hours that customers can come browse and shop. Schedule an appointment here.
All items marked FINAL SALE have been reduced in price and cannot be returned.
Still Have Questions?
You can also try giving us a call at 704.910.1904 but email is the best way to get a quick response!