Shipping & Returns

Processing:

We aim to ship all orders within 1-2 business days. Occasionally, with an influx of orders, processing can take 3-5 business days. Processing time is not included in shipping estimates.

United States:

We're not currently shipping to the US due to tariffs. We're keeping a close eye on the trade situation and hope to reopen US shipping when duties make it fair for our customers.

Recent US-bound orders: by placing an order with us, you acknowledge that this sale takes place outside of the United States and that you are importing your order for personal (non-commercial) use. You will be listed as the importer for U.S. Customs and Border Protection purposes, and your order will be imported into the United States in accordance with applicable customs requirements, including any duties, taxes, or tariffs.

Due to recent changes to U.S. import policies, the previous $800 USD duty-free threshold (de minimis exemption) may no longer apply to certain shipments. As a result, your order may be subject to customs duties, tariffs, taxes, or brokerage fees collected by U.S. Customs or the shipping carrier upon delivery. These charges, if applicable, are the responsibility of the customer. We know customs policies can be confusing, and we appreciate your understanding as we navigate these changes together.

Shipping times are given as estimates - sometimes there are delays in transit that are unfortunately out of our control.

If your order is time-sensitive, please reach out so we can help out with options + more accurate shipping estimates specific to your location.

 

Twill & Pine does not charge any applicable taxes or duties imposed by the customs and revenue authorities in other destination countries. Payment of duties and/or taxes are buyer responsibility; we, unfortunately, cannot control these fees.

Twill & Pine is happy to offer full returns, less initial shipping fees from Canada & the United States. International orders are not eligible for returns or exchanges at this time.

Returns must be shipped within 10 days of delivery for a full refund; orders shipped within 30 days of delivery will be issued store credit. After 30 days of delivery, all orders are final sale. Purchases made with a discount beyond 10% are final sale.

Return shipping is buyer responsibility - please purchase a shipping label through your preferred carrier. If this is an international return, please ensure duties + import taxes are prepaid as any shipments bearing payment upon delivery will be refused. Kindly note that Twill & Pine is not responsible for lost or damaged returns.

All items must be returned in their original state with no signs of wear.

If you are unsatisfied with your order, please reach out to us at hello@twillandpine.com and we will inform you of the next steps for a return.

To exchange your item, you must return your unwanted item back to us. After we receive, inspect and approve your item, we will email you a store credit code that can be used to order the replacement item(s).

Please note the availability of the replacement item is not guaranteed.

Please allow 10 to 12 business days for us to receive and process your return or exchange.

We recommend keeping your tracking number for packages returned to us, as we are not responsible for lost packages.

Refunds may take up to 10 business days to be credited back to the original payment method.

Given that we work to fulfill orders ASAP, all orders are final (including pre-order). Please ensure you're confident in your purchase before submitting your order.

If requested prior to order processing, we can add items to your order or modify colour selections of order items. Please shoot us an email for order modifications at hello@twillandpine.com.

If your order is deemed lost, we will issue a re-shipment.

Kindly note that Twill & Pine is not responsible for parcels scanned delivered that cannot be located. Porch piracy has increased as of recent and we recommend filing a report with your local Police Station after checking with house members & neighbours.

All products have a 60-day warranty, effective the date of delivery.

If your piece breaks, snaps, or is damaged in any way excluding negligence, we will send a replacement out. For all warranty claims, shoot us an email here. The warranty claim must be initiated within 30 days of delivery and photos must be included of damage to initiate a claim; if a claim is accepted, the item will need to be sent back to us.

If the replacement piece is out of stock, we will issue a store credit for the value of the item.