If you decide that you do not want a part of your order (even if it is the full order), please contact us and let us know so we can work together to resolve this for you as quickly as possible. If you could contact and let us know within 5 days of receiving your order of any issues that would be appreciated, as a small business we like to keep our customers up to date with what stock we have got left, especially on handmade items.
As soon as we have received your parcel we will send you an email to let you know that it has arrived back with us and is on its way to be processed. Once an outcome has been reached, we will then email you back to let you know what the next steps will be (e.g. refund will be given, replacement sent out)
Any refunds will be paid back to the customer the same way as the order was first made (e.g. If the order was paid via PayPal then the refund will be made in the same manner).
Although we will refund the price of the product in full, you the customer will be responsible for the cost of returning the products to us. This is due to us paying for the delivery in the first place on most orders and sometimes we may send parcels at a higher cost to ourselves.
Please be aware that at our discretion we can reduce the amount of money refunded for a product returned if we can show evidence of the item (s) not being sent back to us in the correct condition as previously discussed or documented in imagery.
There are no returns possible (unless damaged) on art prints as these are brought in specific for orders and it would not be fair for us to order these in and then be left with the items. There is also a high risk of damage with the continuation of sending them back and forth in the post so please make sure that you are happy with the art print that you have ordered.
Any damages from shipping that might happen, please contact us within 5 days of receiving your order and supply a photograph and details of the damage as this can help us to identify any issues that we can reduce going forward. We will then respond and provide instructions for returning the item if this is what you want.
Items damaged in the shipping process will be replaced or refunded within 2 weeks of receiving your email, unless the product is out of stock then we will advise at the time so you can advise how you wish for us to proceed.
As it is not machines but people that pack up your orders, there could be a time where an item is missed or even sent incorrectly to you. If this is the case, please let us know at your earliest convenience and we can resolve the issue as quickly as possible for you.
If you are not entirely happy with your purchase, a full refund will be given on receipt of the products in their resalable condition (for example greeting cards in their unopened cellophane packaging, coin purses showing no sign of being used etc).
When sending a parcel back to us, please make sure that the item and its packaging are in the same condition as previously discussed. If you could also make sure that the below address is clearly marked on the return packaging then this will help to locate the parcel quickly at our side so we can process the return as quickly and as efficiently as possible.
Returns may be sent to:
Twisted Rose (RETURNS)
27 Grange Road