One of our team members will respond to you as soon as we can. We answer emails Monday through Friday (sometimes over the weekend & in the middle of the night (insomnia and dedication)) and most queries get a response in 1-2 business days.
Or you can call us at 866-960-9289 Monday Through Friday from 9a-5p (central time).
"Wait a minute, I didn’t mean to order that"….We understand, so you may be able to cancel merchandise orders (not including room designs) as long as the order status is "in process". If order status is "shipped", it cannot be cancelled. A pickup and/or restock fee may apply. Simply email us with the order # and we will let you know if the order can be cancelled.
Change of heart? No problem, we are happy to refund merchandise that is unused, using the same packing it came in and accompanied by a receipt within 30 days of receipt of the item! How wonderful is that?
We’re sorry, due to the nature of intellectual property, we don’t accept returns on room designs.
Unfortunately, personalized items may not be returned or exchanged as well.
Please allow 7 days for the processing of your return.
1. Email us the copy of the invoice that was included with your order and the reason for the return.
2. Pack item/s securely in the original package if possible.
3. Include a copy of the invoice in the box. Keep a copy of the invoice for your records.
4. We will email you return instructions for your particular item/s. You will be responsible to pay for the return shipping unless the item was damaged.
5. Your refund will be issued within one to two billing cycles after receiving your returned product. Shipping cost will not be refunded.
Returns Processing Time
Your refund will be processed within 5- 10 business days from when your return is received by our warehouse. You will receive an email when your refund has been processed and you can expect your credit within 3-5 business days from then. In some cases it can take up to one full billing cycle for the credit to reflect in your account. Shipping costs will not be refunded.
Damaged Items & Warranty
"It’s damaged…Oh no, we hate when that happens." Please email us at firstname.lastname@example.org or call us at 866-960-9289 and our customer service team will help you receive a replacement item or credit. If you are unhappy with your purchase, we will replace it or refund you.
Twine accepts U.S issued Visa, Mastercard, American Express, and PayPal. Unfortunately, at this time, Twine does not accept money orders or cash on delivery (COD). Gift certificates are available for purchase or redemption at www.twineinteriors.com.
Charges & Credit Holds
Credit cards are charged at the time the order ships.
Methods and costs We ship to 50 US States via UPS, FedEx and USPS Monday through Friday.
Sorry, but we do not currently offer: • International shipping. • Delivery to P.O Boxes or Military Post Offices.
Once you have placed your order, our shipping experts will get busy locating and shipping your item/s. The time in which your order is processed depends on the day and time you place your order, your chosen shipping method, and how busy our experts are. Standard Ground Orders typically ship within 72 hours from the time they begin processing, pending availability and credit card verification.
Authorization Hold and Order Emails
"Got it!" You will receive an order confirmation email within 24 hours of checking out. This email tells you that your order was received. You will see an authorization hold on your card directly after checking out. Please note that you will not be charged until your item ships. It’s on its way! You will receive a shipment confirmation email when your order ships. This email will include a UPS tracking number. It can take up to 48 hours for UPS to update the status of your delivery. Your card will be charged at this time." Oh dear!" If for some reason we are unable to fulfill your order (though we’ll try out best!), you will receive a cancelation email notifying you that we are unfortunately unable to fulfill your order. You will not be charged for this order and any authorization hold should expire within 7-10 days. Please contact your bank with any authorization hold concerns.
Tracking Your Order
You can track your order by checking your email. Your tracking number will be in your shipment confirmation email.
State laws require that we charge applicable sales tax on orders shipped to addresses in the following states: Texas.