Effective date: October 07, 2026.
At TwillAndSage, we want you to feel confident when ordering an home decor item from our store. Eligible items may be returned or exchanged for any reason, including a change of mind, as long as the request is made within the applicable time period and the returned item satisfies the condition requirements outlined below.
30-Day Return and Exchange Window
You may request a return or exchange within 30 calendar days after delivery day of your order.
Please contact us before sending any item back. A return shipped without prior authorization may be delayed or refused, so please wait until we provide written instructions and the appropriate return address.
Eligible Reasons
TwillAndSage accepts eligible return and exchange requests for a wide range of reasons. You may contact us if you changed your mind after receiving the item, or if the size, color or style does not work for you.
Returns and exchanges may also be requested when you ordered the wrong item, or when the item arrives damaged, defective or different from what you ordered. If there is another reason that makes the item unsuitable for you, please contact us and we will review the request according to the policy below.
Return Condition
The returned items must be in substantially the same condition as when it was delivered to you.
An item that has been altered or modified by the customer after delivery is not eligible for return or exchange.
How to Start a Return or Exchange
To begin the process, email support@twillandsage.com and include your order number. Please let us know whether you are requesting a refund or an exchange and provide a brief explanation of the reason for your request.
If your item arrived damaged, defective or incorrect, please include clear photographs showing the item, its packaging and the shipping label. These images help us review the issue and determine the appropriate next step.
Do not ship your return until you receive written approval from TwillAndSage together with the correct return address. Please do not send a return to our public business address unless we specifically instruct you to do so.
Return Shipping Cost
For a change of mind, fit, color or customer ordering error, the customer is responsible for the cost of return shipping.
If a product is damaged, defective, or does not meet requirements, TwillAndSage will provide a free, pre-paid return label via email for the customer to download and print.
We strongly recommend choosing a shipping service that provides tracking. TwillAndSage is not responsible for return packages that are lost before they reach the authorized return location.
Restocking Fee
TwillAndSage does not charge a restocking fee on approved returns.
Exchanges
Exchange requests are subject to the availability of the requested material and size. Once we receive and inspect the original item, we will normally begin preparing the replacement within 3–5 business days.
The replacement will then be subject to the applicable process time and shipping time. If the replacement item has a higher price than the original, we will request payment of the difference before proceeding. If the replacement costs less, we will refund the difference.
Inspection and Refund Processing
After a returned item arrives at the authorized return location, we normally complete our inspection within 1-2 business days.
When the return is approved, the refund will be issued through PayPal to the original payment method. After we issue the refund, PayPal or the card issuer may require an additional 5–10 business days before the credit appears in your account.
Refund Amount
An approved refund covers the amount paid for the returned item together with any applicable item taxes.
Original expedited shipping charges, if applicable, are not refundable unless the return is related to an item that was damaged, defective or incorrect, or the return was necessary because of an error on our part.
Standard shipping is free when this option is displayed as free at checkout.
Late or Missing Refunds
If we have confirmed that your refund was issued but the funds have not appeared after 10 business days, please first contact PayPal or your card issuer to check the status of the transaction.
If the refund still cannot be located, contact TwillAndSage with your order number and refund confirmation so that we can assist you further.
Business Address: 19 Tracy Rd, Canterbury, Connecticut 06331, United States.
Phone: +1 (860) 217-2356.
Email: support@twillandsage.com.
Support Hours: 9:00am-9:00pm Eastern Time | Monday-Saturday, Excluding public holidays.