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Returns & Exchanges

We hope you are satisfied with your Twig New York Purchase. If for any reason, you are not completely satisfied with your purchase from twignewyork.com, we will accept merchandise for a refund or merchandise credit under the following conditions: 

  • Items must be unused, in their original condition and in their original packaging. Damaged, used, or altered returns or anything Twig New York considers unreasonable will not be accepted and will be returned to the customer. 
  • Items must be received by Twig New York no later than 14 days after the date of delivery. Returns received outside the above time frames are accepted at Twig New York's discretion. 
  • Discounted clearance items with a “final sale” note on the product page may not be returned or exchanged.
  • Gifts purchased from twignewyork.com may be exchanged for another product. You must include your gift receipt or packing slip in the return. If your requested exchange item is of greater value than the original gift receipt, you must pay the difference. Refunds for lesser value items will not be provided.
  • Custom-made, exclusive or limited-edition pieces may not be refunded or exchanged.

Please be advised, Twig New York does not provide shipping labels or pay for return shipping/handling costs when an unwanted item is returned.

 

DEFECTS & DAMAGED ITEMS

Should there be any defects or damaged items in your order, please contact us immediately upon receipt. Please keep photo of damaged or defect items so our team can review and process the replacement in timely manner. 

In the event of an incorrect shipment, defective/damaged item that is the fault of Twig New York or our shipping carrier, our customer service team will assist with a prepaid label to return the merchandise for a replacement or refund. 

If you have any questions about our return policy, please Contact Us.

 

HOW TO RETURN YOUR PURCHASE

If you wish to return your purchase from www.twignewyork.com, please follow these instructions:

  • Obtain a return authorization by contact us. Please include your order number and reason for the return with image if needed.
  • Your request will be answered by our team who will provide a return authorization, or confirmation by email. 
  • Pack the merchandise for return in the same way you received it, using sufficient bubble wrap, foam or paper cushions for delicate pieces.
  • Twig New York does not provide shipping labels or pay for return shipping/handling costs when an unwanted item is returned.
  • We recommend shipping merchandise for return via UPS or FEDEX for tracking purposes.
  • We recommend that you request adequate insurance to cover the purchase price of the shipment. Twig New York does not assume responsibility for reimbursement or compensation if a return package is lost, stolen, or mishandled.
  • USA/Canada Returns must be shipped for processing to:
    Twig New York
    45-15 21st street #COMM
    Long Island City, NY 11101
  • Contact UPS or FEDEX for a pickup or drop off package at a location.
  • Please share tracking number with our team once the item is shipped
  • Please keep a copy of your order number and return shipping label in the event you need to Contact Us

 

REFUNDS

  • Twig New York will refund your order on receipt of a return. This may take 3-6 business days upon receipt of the returned product.
  • Refunds will be credited to the credit card used to make the purchase in the same currency as the original purchase.
  • Shipping charges and duties will not be refunded, except for manufacturing defects or damages.
  • Returns shipping from Canada to our NY office may incur import duties and customs fees upon arrival in New York. These import duties and customs fees will be your responsibility to pay and will be deducted from your refund amount.
  • Should there be any defects or damaged items in your order, please Contact Us info@twigny.com immediately upon receipt.

 

LOST OR STOLEN PACKAGES

If a package is lost or missing in transit, please contact us so we can file a claim with the shipping company. Once concluded and if the package is not found, we will replace your order. If your order was stolen or missing after confirmed delivery, we ask that you check with neighbors and wait a full week, as often packages will turn up.  We also ask that you file a police report and share that with us. Once this process is concluded, we can replace the order. No refunds will be given.