Returns Policy

Here at The Twisted Willow, we understand that you may be unhappy with an item you have received. That's why we are happy to accept returns as long as they meet the necessary conditions.


Conditions of Return 

All items you wish to return must be received back to us in the same condition as it was sold, including all the relevant packaging. Items must have labels and tickets attached and have not been used. Any items that do not meet these conditions will be sent back to you and the return not accepted.

Items must be returned to us within 14 days of receiving your order. Please notify us as soon as possible via the contact form on the website. This will enable us to look out for your return.

We will notify you once we have received your return and have processed your refund. Please allow 14 days from this point to see your refund in your account. The refund will automatically be returned to the method that was used to pay.


Cancelling Your Order

If you are purchasing online, you have the right to cancel your order within 14 days of placing your order. To do this you will need to send a letter or email informing us you would like to cancel your order. 

Please include your order number, name and address. Once we have received your notification we will process your refund within 14 days of cancellation. Please be aware that during the 14 days, your order may have already been processed, packed and dispatched. 

If this is the case, you will need to return the items to The Twisted Moon within 14 days from the day you notified us. Once we receive the items back, we will process the refund within 14 days.

Delivery charges are non-refundable unless the item is faulty.


Faulty Items

At The Twisted Willow, we personally pick and pack each order to ensure all items are of perfect condition. If you do however receive an item that is faulty, we do apologise as this may have happened in transit.

If this is the case, we ask that you inform us of the damaged item within 24 hours of receiving your order. This allows us to arrange a refund or replacement for you as quick as possible. We may ask you to send us a picture of the damaged items for us to get a clear idea as to how the item became damaged.