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home > frequently asked questions
CONTACT
we love to hear from you! email us at hello[at]shoptwine.com. we're an online shop but are located in Manhattan Beach, California.

 

PAYMENT
we accept visa, mastercard and american express cards through our secure shopping cart. your credit card statement will show a charge from TWINE.

 

SHIPPING
we're happy to ship anywhere you are.

for a breakdown of our revised, lower rates, click here.

international orders? no problem! for international orders, we ship via US Mail First Class International Service, the best choice for your package to arrive to you promptly and safely and for a fair rate.
the average shipping time for International delivery is about 3-4 weeks. however, shipping times vary greatly depending on your location country, the time of the year, and your local postal service. unfortunately, tracking information is not available for US Mail International Service.

additional customs charges, fees or taxes may be due when you receive your package. these charges are your responsibility and are decided by the receiving country where you live. they are NOT included in the price of shipping. 

if you prefer another option, just let us know and we'd be happy to discuss.

within the continental USA, we ship FedEx ground/Home Delivery or US First Class/Priority Mail within 2-3 business days of order (AK & HI ship usps priority mail). you will recieve tracking info via email. time in transit depends on where you live. express shipping can be arranged. 

to minimize environmental impact, we often re-use boxes and packing materials from our suppliers. we do not buy plastic/styrofoam materials but do re-use those shipped to us.

note: customized items ship directly from our artists/designers.

 

RETURNS
we love our products and hope you will too.

you're not happy, please contact us. you may return an item within 30 days for exchange or TWINE credit ONLY. returns beyond this period may incur a restocking fee. credits are valid for six months.

special orders and sale items are non-returnable.

returned merchandise must be unused with original packaging and tags intact. returns must be well packed and insured for their full value. we cannot assume responsibility for return fees or problems in transit. original shipping fees are non-refundable.

damage/defect claims must be made within 5 days of receipt of goods. in case of damage in shipping, FedEx may require an inspection, so please retain packing materials.

please pack returns carefully and contact us at hello@shoptwine.com for our shipping address.

 

SPECIAL ORDERS / CANCELLATIONS
we like happy customers and can accomodate special orders. usually, a 50% deposit is required. please contact us for details.

once processed, cancelled orders may be assessed a 15% restocking fee.


SALES TAX
TWINE collects sales tax on all CA state orders. please comply with your state's current laws on online purchases.

 

PRIVACY & SECURITY
TWINE respects you and will never share your information with anyone.

for your security, we use a digital certificate that authenticates the identity of a website and encrypts information that is sent to the server using Secure Sockets Layer (SSL) technology. this certificate serves as an electronic "passport" that establishes an online entity's credentials when doing business on the web. when a user attempts to send confidential information to a server, the user's browser accesses the server's digital certificate and establishes a secure connection.