Twisted Thread And Hook's Policies
Thank you for visiting Twisted Thread and Hook! All pieces are created by hand by me (Magda) from my home in the beautiful Mid-Hudson Valley, New York. No two items are identical so there might be slight variations from what shown in the photos, but that’s the beauty of handmade!
I accept PayPal and credit card payments. You do not need to have a PayPal account to use your credit/debit card through PayPal. If full payment is not made within 3 days of purchase, your order will be cancelled. Contact me if you have a problem with your payment.
It can take between 1 to 4 weeks to complete your item and get it ready for shipping depending on the size of the item and my current work queue. Check specific listing for more exact time. If you need something by a specific date, email me - Magda [at] TwistedThreadAndHook.com for current processing time. Once shipped, most domestic orders take anywhere from 2 to 10 business days to arrive depending on the efficiency of your local postal service. International shipping delivery times may vary between 2 and 12 weeks. Smaller items are likely shipped by USPS First Class (with added insurance) and the heavier ones by USPS Priority Mail (with insurance included). I try to chose the most affordable option. All items ship with tracking information.
Refund & Exchange Policy
I strive to provide quality made product using quality material. If you are unhappy with your order for any reason please contact me within 1 week of receiving your package. I will do my best to resolve the problem quickly. Refunds and exchanges are considered on a case-by-case basis. Returns must be in the original condition as it was sent - unused and not damaged. The item will have to be shipped at your own cost. I cannot pay for return shipping. Returns will be credited back via the method of payment for the full purchase price minus shipping charges. If item was damaged during shipping, you'll need to submit the pictures of the damaged item and the packaging. Custom items with unique customization are not refundable. I make sure to send the pictures of the item(s) before shipping to get the final approval. If the order is canceled due to no fault of the customer, 100% of charges are refunded.
I'll be happy to answer any questions you may have - Magda [at] TwistedThreadAndHook.com