Our Location
Unit 2 & 3, 1st Floor
Adams Selfstore
70 Price Street
Birkenhead
CH41 3QZ
United Kingdom
Refund and Returns Policy
1. General Policy
Timber & Twine Studio stands behind the quality and craftsmanship of every item. If you’re not completely satisfied, here’s what to expect:
2. Custom Orders
Custom-made orders are non-returnable and non-exchangeable, unless there is a manufacturing defect or damage during shipping.
If a custom item arrives damaged, please contact us within 7 days of receipt (see section 4).
3. Non-Custom (Standard) Orders
For standard-stock items, returns or exchanges are accepted within 14 days of delivery.
Items must be in original condition — unused, unworn, unwashed, with tags attached — and in their original packaging.
4. Defective or Damaged Items
If your order arrives damaged or defective, please contact us within 7 days of delivery with a photo or description of the issue.
After verification, we will offer a replacement or refund, whichever you prefer.
5. Return Process (for Non-Custom Items)
- Contact us at shop@timbertwine.studio to initiate the return.
- Ship the item back within 7 days of authorization.
- The customer is responsible for return shipping costs unless the return is due to an error on our part.
6. Refunds & Credits
Once we receive and inspect the returned item, refunds will be issued to the original payment method within 7–10 business days.
Shipping costs are non-refundable, except in cases of our shipping error or defective item.
7. Exchanges
To exchange a non-custom item, follow the return process above, then place a new order for the desired item.
We will offset any overpayment or refund the difference, as applicable.
8. Cancellations
- Custom orders may not be canceled once production has started.
- Non-custom orders may be canceled or modified within 24 hours of placement.
9. Contact Information
Have questions or need assistance? Reach out to us at:
shop@timbertwine.studio
We aim to respond within 2 business days.
Summary Table
| Item Type | Return Window | Condition | Return Shipping |
|---|---|---|---|
| Custom Orders | Not accepted* | N/A | N/A |
| Standard Orders | 14 days | Original, unused | Customer pays |
| Defects/Damage | 14 days | N/A | We cover cost |