A request for a return must be made within 14 working days of receiving an order or once the first attempt at delivery has been made. Authorised returns must be received within 14 days to remain valid for a refund.

To be eligible for a return, the item{s} must be unused and in its original packaging. Items that do not meet this criteria, the time limit, or are non-returnable, will be declined. Buyers are responsible for return postage costs and are advised to return items via a tracked method; lost returns cannot be refunded.

NON-RETURNABLE ITEMS

Certain items are non-returnable, these include;

      •  Sale or Seconds items or;
      •  Personalised or customised items
      •  Promotional items are also non-returnable.

HOW TO RETURN AN ITEM

To request a return you must first get in touch by emailing cat@twinpinescreative.com before attempting to return an order. Any items returned without contacting the shop first may be exempt from receiving a refund. Once you have received a confirmation email from us, please return your order to:

Twin Pines Creative, Braybrooke Road, Desborough, Kettering, Northamptonshire, NN14 2LL, UK

CHRISTMAS RETURNS

Christmas gifts purchased between 1st November and 23rd December will receive an extended returns period and can be returned for an exchange up until 12th January.

RECEIVING A REFUND

Once your return has been received and checked, an email will be sent to inform you of whether a refund has been approved or rejected. If approved, credit will be applied to your original method of payment within 14 working days.

RECEIVING AN EXCHANGE

If you requested to exchange an item for one of the same value, your new order will be dispatched as soon as your return has been received, inspected, and postage costs paid. 
If the exchange item is of a higher value, you will be expected to pay the difference before the new item is dispatched; you will receive instructions on how to do this via email.

FAULTY ITEMS

If you believe your order to be faulty, please contact the shop immediately to report the fault and follow the returns information provided. All suspected faulty items must be returned for inspection within 7 days of reporting the fault.

LOST ORDERS

Lost items are extremely rare, though occasionally items can take longer to arrive than expected. Proof of postage is always obtained, and tracking will be provided should you pay for Express shipping. If you think your purchase may be lost, please check first with your local sorting office and neighbours with whom the parcel may have been left. Items more often than not are in fact at the local sorting office awaiting collection! If you have checked these options and your parcel still cannot be found please email us for more information. International customers are urged to purchase tracked and signed shipping, as standard orders are not insured for loss.