faq & policies
Do you offer customized paper goods not in your store?
Yes! We can do just about anything when it comes to paper goods, so if you have an idea but don't see it in our store or on our website, please contact us at Johnna@TwilaCo.com and we'd be happy to chat with you!
What is the timeline for custom projects?
It all depends on the project! The more time you can give us, the better! But if you have a deadline, we will try to accommodate you and a rush fee may apply, just communicate with us when you need it by.
What are your processing times on non-custom orders placed online?
Once the order is received, it will be processed within 2-5 business days, then please allow up to 5 business days to arrive after original ship date. Select products make arrive separately. Overall, we recommend allowing up to 10 business days in total for your order to arrive.
*Just a reminder that we are a small business and while we do our best to ship your order as quickly as possible, we rely on other small businesses as well and will always put quality first. Should any unforeseen issues arise with your order, we will contact you immediately. Thank you so much for your patience!
Do you ship internationally?
We love shipping internationally but please contact us first so that we can help get the appropriate shipping costs for you.
Do you offer gift orders?
Yes! If the order is a gift, please select ‘yes’ when you check out. We offer the option to include a note as well. On gift orders, a gift receipt will be included so pricing will not be available.
Will you send a tracking number?
Of course! A tracking number will be emailed to you when your order has been shipped. In the event of multiple shipments, after the first shipment, an additional email will be sent with additional tracking numbers. Please be sure to refer to the tracking number(s) sent to you to check the status of your order.
What is your refund or exchange policy?
Any non-custom item may be returned within 7 days for store credit. Only product value will be returned, shipping costs or return shipping costs are not refunded in any way.
Refunds are not offered on any customized order once the design process has begun. If something has come up after the order is placed, please let us know as soon as possible and we will be happy to work with you in any way we can. Cancellation may be permitted if notified within 24 hours of purchase, and the order and a proof have not been completed. Once an order has been finalized and a final proof approved, there will be no refunds or exchanges.
What happens if my item is damaged when it arrives?
Let us know AS SOON AS POSSIBLE by emailing photos of damaged goods to Johnna@TwilaCo.com so that we can send you a replacement! All damages must be reported with 72 hours of receipt or no returns or refunds will be accepted.
What is your color standard?
We try our best to ensure our printed colors are as close as possible to what you see on your screen. lease remember that monitors display colors differently, therefore the colors on the products you receive may vary slightly from the image you see on your screen. We do not offer refunds if your colors are not identical your screen.
Do you still offer wedding invitations or any invitations?
Unfortunately, we are no longer accepting invitation orders of any kind. There are so many other designers out there that would be happy to help you though!
These questions didn’t include yours?
No worries! Just email me and I’d be happy to help, Johnna@TwilaCo.com.