Refund policy
Our standard return policy is 30 days from the date you receive your item.
However, to accommodate gifts purchased during the holidays, any products bought between Black Friday (the day after Thanksgiving) and the end of the year will receive a 15-day extension on the standard 30-day window.
To be eligible for a return, your item must be in the same condition that you received it, unworn and unused. You’ll also need the receipt or proof of purchase.
Return Authorization Process
To start a return authorization, please follow these instructions below:
- Contact us at support@twistthread.com with the reason for your return authorization request. Attaching photos are helpful in expediting your return.
- If after your return authorization request email is reviewed and accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Please note, items sent back to us without first requesting a return will not be accepted.
- We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded less the cost of the return shipping cost. The refund will be placed on your original payment method within 10 business days.
You can always contact us for any return question at support@twistthread.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days less any shipping costs paid in the processing of your return. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@twistthread.com.