Terms and Conditions

Pricing

All prices are shown in GB Pounds (Sterling). When you reach the checkout and have selected your shipping method, any shipping charges will be added to give you the total amount to be paid. International Customers who already have a Paypal account and who elect to pay using this method, will see the total in their own chosen currency when they make the payment in Paypal.

Payment Processing

We use secure payment services provided by both Stripe and PayPal, so you can pay by credit card, debit card or from your Paypal account. All card and payment details are processed directly by Stripe or Paypal’s servers so you can be sure that your information is secure. We do not accept cheques.

Delivery

UK Shipping

UK shipping is free on orders over £50 and a flat rate of £3.95 for orders under that value. 

While I work out if wool products are exempt from European safety regulations, I am not shipping to Northern Ireland at the moment, but I really hope there will be some clarity on that soon.

Delivery Times

I will do my very best to ship all orders within one working day, but if you are up against a deadline, please remember you are buying from an individual small business, not a large corporation with a packing department. I do have a somewhat over-developed sense of customer service, so my goal is actually same day dispatch where possible, but I have limited manpower (his name is Adrian), so bear it in mind. 

For custom dyeing, deadlines will be agreed before the work is started.

Undeliverable items

There may be times when the product you have ordered has just sold out or we discover that the item has been damaged or is otherwise unavailable. On these occasions we will contact you prior to despatch to discuss how you wish us to proceed and if an alternative would be acceptable. Following on from your instructions we will then adjust your order accordingly and refund the cost of the product, plus any shipping charges, if necessary.

Returns

We will gladly accept the return of products that are defective due to defects in manufacturing and/or workmanship for 30 days from the date of purchase. Damages and faulty goods must be reported to hello@indigotwist.com within 5 days of receiving the goods. 

If the outer packaging has been damaged in transit, please take photographs and include them in your email. We will assess each case individually and get back to you. 

Please do not send back damaged or faulty items before you have spoken to us as you may incur unnecessary postage charges (depending where you are, it may be more convenient for us to have the items collected.) 

If you change your mind, you can return any product within 30 days of the date you receive the goods, provided they are complete, undamaged and in their original packaging. As long as we receive all items in saleable condition, we will refund you the cost of the products, less our shipping charge. We will not cover your shipping costs for returning items due to you changing your mind.

Custom and bespoke items are made to your exact requirements and as such, they are non returnable and non refundable.  We will always send you photos of your custom item before shipping and you can make the decision then if you are happy to accept them.  (We can even hop on a video call if you want.)

Privacy Policy

We keep all your personal information private and secure. We do not share customer details with any 3rd parties. For full details, please read our privacy policy.

Questions

If you have any questions about an order or about these terms and conditions, please email hello@indigotwist.com and I will get back to you as soon as I can.