Refund policy

Returns & Exchanges

We want every Twig piece to feel exactly right. If for any reason it does not, we are happy to assist.

Returns Returns are accepted within 30 days of receiving your order. To be eligible, the piece must be returned in its original condition — unworn, with tags attached and in its original packaging. Proof of purchase is required.

To begin a return, please contact us at nicola@twiglondon.com. We will respond with a prepaid return label and full instructions. Please do not send items back before hearing from us, as returns initiated without prior contact cannot be accepted.

Returns should be addressed to: Twig London, 46 The Chase, London SW4 0NH

Exchanges The most seamless way to exchange a piece is to return your original order and place a new one once your return has been accepted. We will guide you through this process personally.

Damages & Incorrect Items Please inspect your order on arrival. Should anything be damaged, defective, or incorrect, contact us immediately at nicola@twiglondon.com and we will make it right.

Sale Items & Gift Cards Sale pieces and gift cards are final sale and cannot be returned or exchanged.

Refunds Once your return has been received and assessed, we will notify you of its status by email. Approved refunds are processed to your original payment method within 10 business days. Please allow additional time for your bank or card provider to post the credit. If more than 15 business days have passed since approval, please reach out to us directly.

European Union Orders shipped to the European Union carry a 14-day right of return under EU consumer law. The same conditions apply — pieces must be unworn, with tags, in original packaging, and accompanied by proof of purchase.