Because TwillAndSage products are generally in stock and ready to ship, orders may begin processing shortly after payment has been successfully completed. If you need to cancel an order or make a change to your order details, please contact us as soon as possible.
Cancellation Window
You may request to cancel an order within 24 hours after placing it.
After the initial two-hour period, we may still be able to approve a cancellation if the order has not yet entered the fulfillment or shipping process. However, once an order has been packed, dispatched or otherwise prepared for shipment, cancellation can no longer be guaranteed.
If cancellation is no longer available, you may request a return after delivery in accordance with our Returns, Exchanges & Refunds Policy.
Modification Window
Within the cancellation window, you may also contact us to request changes to available order information, such as the product selection, quantity, color, style or other available product options.
You may also request an update to the recipient name, email address, phone number or shipping address.
A requested modification is not considered confirmed until TwillAndSage provides written confirmation. We cannot guarantee that every requested change will be possible, particularly once the order has entered fulfillment.
If a requested modification changes the order total, shipping cost or applicable charges, we will inform you of the difference before proceeding whenever possible.
How to Request a Cancellation or Change
To request a cancellation or modification, contact support@twillandsage.com and provide your order number together with a clear description of what you would like us to change or cancel.
The timestamp of your email will be used to determine when the request was submitted. Please note that sending a request does not automatically mean that the order has been cancelled or modified. The change takes effect only after you receive written confirmation from TwillAndSage.
After Dispatch
Once an order has been handed over to the carrier, it can no longer be cancelled or modified through TwillAndSage.
We cannot guarantee that a carrier will be able to intercept, redirect or reroute a package after dispatch. If you provided an incorrect shipping address and the package has already shipped, any available carrier options will depend on the carrier’s procedures and may involve additional charges.
After delivery has been completed, you may request a return in accordance with our Returns, Exchanges & Refunds Policy.
Refunds for Approved Cancellations
When a cancellation is approved before fulfillment or dispatch, the eligible refund will be issued to the original payment method through PayPal.
We normally submit the refund within 3–5 business days after the cancellation has been approved. Once submitted, PayPal or the card issuer may require an additional 5–10 business days for the credit to appear in your account.
Contact Us
If you need to cancel or modify an order, please contact TwillAndSage as soon as possible and include your order number. We will review the status of the order and confirm whether the requested cancellation or change can still be accommodated.
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.