Returns & Refunds

Returns & Refunds Policy

We DO NOT accept exchanges or refunds on ANY bespoke/personalised items.

All of our Products are handmade and as such are deemed to be “bespoke/personalised”. This includes personalisation and glitter colour/adornment type and design choices. In accordance with the customer contracts regulations we are unable to accept an item to be returned back to us if you have experienced a change of heart.

You may cancel and return your order of NON PERSONALISED goods for any reason up to and including 14 calendar days from the date of delivery of your order, provided all the items are unopened as new and intact. The postage cost and safe return of the goods is the customer’s responsibility and use of a reliable courier is recommended. We will refund the full price of the products ordered minus any delivery charges within 14 days from the date of receipt of returned goods.

HOW TO RETURN or CANCEL A NON PERSONALISED ITEM/s

In order to return or cancel an item/s, please follow these steps:-

  1. Contact us as soon as possible within the 14 days following the order being placed.
  2. Parcel your item/s in the original packaging and attach a clear label.
  3. Return your parcel by a trackable method.

Alternatively you may wish to fill in and send us a cancellation form along with the goods that will need returning. Please use this document as the template for you to fill in.

Return/ Cancelation form: Cancelation-Form

We strongly recommend using a trackable method to send items back to us, such as Royal Mail 1st Class Recorded Delivery, or a similar method which gives you a parcel tracking number. We recommend as if items get lost in the post, we will be unable to place the refund. Using a trackable method protects you if your items get lost, by enabling you to claim from your chosen delivery company.

Please keep a safe note of your returned parcel’s tracking number.

If there are anyfaulty or damaged goods on arrival, please contact us via e-mail to returns@thetwistedbottlecompany.co.uk stating your name, order number and reason for e-mail within 3 days of the delivery date. We may ask for photos of the damaged/ faulty item for our reference. We will then either arrange for the damaged item/s to be replaced to you at no extra cost OR refund you the original cost of the damaged item/s. If a refund is made the refund will be made in the same way the payment was received. Once a refund is issued from us, please allow up to 10 working days for the refund to reach your account. This timeframe is dictated by your bank or card issuer and is outside of our control.

We must be made aware of any claims for non-delivery within 7 working days of your dispatch date, you will receive a dispatch email.

Care Instructions

On receipt of your goods, you must read and follow the care instructions provided. We will not be liable for any misuse or damage as a result of not following these instructions.

We pride ourselves on ensuring our customers are happy and will do all we can to resolve any issues. Please refrain from leaving negative comments on our social media in order to organise a refund, as this slows down the processes and makes rectifying problems more difficult.

When ordering

Please check your confirmation that all details are correct at point of sale. If your order doesn’t state a colour our team will try where possible to contact you in order to get the colour you want. If we are unsuccessful in contacting you we will need to proceed with your order as to not cause delay to other customers. In this case we will choose the best suited colour for the selected product.

Our terms are in compliance with the Customer Contracts Regulations. Your statutory rights are unaffected