Shipping policy
Shipping Policy Last updated: August 2026
Thank you for shopping with Twig and Twist! We are committed to crafting your orders with care and getting them to you as quickly and safely as possible. Please review our shipping operations and policies below.
1. Order Processing Times
All orders are processed and packed with attention to detail.
Standard Inventory Items: Orders are processed and dispatched within 1–3 business days (excluding weekends and public holidays).
Made-to-Order & Custom Items: Because these pieces require extra time to handcraft, please allow 3–5 business days for processing before your order is dispatched.
You will receive a confirmation email when your order is placed, and a subsequent email containing your tracking information once the order has shipped.
2. Domestic Shipping Rates & Delivery Estimates
Shipping charges for your order will be calculated and displayed at checkout. We currently offer the following shipping options:
| Shipping Method | Estimated Delivery Time | Cost |
| Standard Shipping | 3–7 business days | $9.99 |
| Standard Shipping | 3–7 business days | FREE on orders over $75 |
| Express Shipping | 1–3 business days | $14.99 |
Note: Delivery delays can occasionally occur due to carrier issues or severe weather conditions. Twig and Twist is not responsible for transit delays once the parcel is in the carrier's possession.
3. International Shipping
At this time, we do not offer international shipping. We currently only ship to domestic addresses. We apologise for any inconvenience this may cause to our overseas supporters!
4. Order Tracking
Once your order has shipped, you will receive an email notification containing a tracking number. Please allow up to 48 hours for the tracking portal to update with the carrier's latest information.
5. Address Changes & Undeliverable Packages
Address Corrections: If you realise you made an error in your shipping address, please contact us immediately at hello@twigandtwist.com. We can only update the address if the order has not yet been processed or shipped (typically within a 2-hour window).
Undeliverable/Returned Parcels: If a parcel is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be responsible for the return shipping costs as well as the redelivery cost.
6. Damaged, Lost, or Stolen Orders
Damaged Items: We take great care in packaging our items. However, if your order arrives damaged, please contact us within 48 hours of delivery at hello@twigandtwist.com. Include your order number and clear photographs of the damaged item and the external packaging so we can process a replacement or refund.
Lost or Stolen Parcels: Twig and Twist is not liable for lost or stolen parcels once the carrier marks them as "Delivered." If you suspect your parcel was stolen, please check with neighbours, look around your delivery area, and contact the shipping carrier directly to lodge a claim.
Have a question about your shipment?
We’re always here to help! Reach out to us at hello@twigandtwist.com and we’ll get back to you within 1-2 business days.