Refunds & Returns

 

We want you to love your Darling Twigs piece. Each item is thoughtfully illustrated and printed to order — we put care into every step, and we hope that comes through when your parcel arrives.

If something isn't right, please get in touch and we'll do our best to put it right. This page explains how returns and refunds work, what your rights are, and the few situations where we're not able to take an item back.

This policy is issued by Darling Twigs Ltd, the seller you contract with when you place an order through darlingtwigs.com. Company details are at the end of this document.

At a glance

The quick version. Full detail follows below.

 

If…	Then…
Your item arrived damaged, faulty or not what you ordered	We'll replace it or refund you in full. No need to send it back. Just email us with photos within 30 days.
You're in the UK or EU and you've changed your mind	You have 14 days from delivery to let us know, and another 14 days to return it to us. Postage to return is on you.
You're outside the UK or EU and you've changed your mind	Because each item is made to order, we don't generally accept change-of-mind returns from outside the UK and EU. We may be able to offer store credit at our discretion — please get in touch.
Your item doesn't fit	UK and EU customers: as above, within 14 days. Other regions: please check the size guide carefully before ordering, as we can't usually accept sizing returns.
Your parcel hasn't arrived	Email us. We'll investigate with the carrier and either resend or refund.

 

Getting in touch about a return

All returns and refund requests start with an email to:

returns@darlingtwigs.com

Please include:

•     Your order number

•     The name on the order

•     What's gone wrong, or why you'd like to return the item

•     For damaged or faulty items: a clear photo of the issue

We aim to reply within two working days. We're a small team — actually, a one-person team most days — so please bear with us if we're a little slower at peak times.

If your item is damaged, faulty, or not what you ordered

If something has gone wrong with the printing, the garment has a defect, or you've received the wrong item, that's on us — and we'll make it right.

How it works

•     Email returns@darlingtwigs.com within 30 days of receiving your order, with a photo showing the issue.

•     We'll review and respond within two working days.

•     Depending on what's happened, we'll either send a replacement at no cost to you, or refund you in full (including original delivery cost).

•     In most cases, we won't ask you to send the faulty item back — it's usually quicker and kinder to the planet to dispose of it locally or pass it on if it's still wearable. We'll let you know either way.

If a replacement isn't possible (for example, the item is no longer in our range), we'll always offer a full refund as an alternative.

Your right to cancel — UK and EU customers

If you're a consumer based in the United Kingdom or the European Union, you have a statutory right to cancel your order within 14 days of receiving it, for any reason. You don't have to give us a reason.

This right is provided by the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 in the UK, and the equivalent Consumer Rights Directive in the EU.

How to cancel

•     Email returns@darlingtwigs.com within 14 days of receiving your order, telling us you'd like to cancel. A short message is fine — "I'd like to cancel order [number]" is enough.

•     Return the item to us within 14 days of telling us you're cancelling.

•     Send it to: Darling Twigs Ltd, Unit 167194, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH

•     You're responsible for the cost of return postage.

•     We strongly recommend using a tracked service. We can't refund items that don't reach us.

How we'll refund you

•     We'll refund the price of the item plus standard delivery cost (if you paid for upgraded shipping, we'll refund up to the standard rate).

•     Refunds are processed within 14 days of us receiving the item back, or within 14 days of you providing proof of postage — whichever is sooner.

•     Refunds go back to the original payment method.

Condition of returned items

Items should be returned unworn, unwashed, with any tags still attached, and in their original packaging where possible. We may reduce your refund if the item has been used or damaged beyond what was needed to check it (in the same way you might reasonably handle an item in a shop).

Customers outside the UK and EU

Because each Darling Twigs item is illustrated by hand and printed to order specifically for you, returning items internationally is often expensive and slow — for everyone involved. The cost of return shipping from outside the UK and EU is frequently more than the item itself.

For this reason, and because made-to-order items can't usually be resold, we don't generally accept returns for change of mind, sizing, or general dissatisfaction from customers outside the UK and EU.

That said, we want you to be happy with your purchase. If you're unhappy with what you've received, please get in touch — depending on the situation, we may be able to offer store credit, a partial refund, or a goodwill gesture at our discretion. Damaged, faulty and wrong items are always handled in full as set out above, regardless of where you're based.

Sizing

The single best thing you can do to avoid a sizing surprise is to check our size guide before ordering. It's linked on every product page and includes detailed measurements for each style and fit.

Sizing problems on their own aren't a fault, so for customers outside the UK and EU we can't usually accept a return purely because the fit isn't quite right. UK and EU customers can return for sizing reasons under their statutory right to cancel, as set out above.

If you're unsure between sizes before ordering, please email us — we're happy to help.

Lost or undelivered parcels

Most parcels arrive on time, but occasionally something goes astray. If your tracking shows your order as delivered but you haven't received it, or if your parcel hasn't arrived within the expected window, please email us at returns@darlingtwigs.com.

We'll investigate with the carrier and, depending on what we find, either resend the item or refund you. We ask for a little patience here — sometimes parcels turn up after being held at a sorting office or with a neighbour — but we won't leave you out of pocket.

A few specifics

Sale and discounted items

Sale items are returnable on the same terms as full-price items. Refunds are processed at the price you actually paid.

Gifts

If you've received a Darling Twigs item as a gift and would like to return it, please email us with the order number (or the name and address it was sent to) and we'll do our best to help. Refunds for gifts are usually issued as store credit, sent to the recipient.

Truly bespoke or personalised items

If we ever offer items personalised to you specifically — for example, with a custom name or commissioned illustration — these are exempt from the standard 14-day right to cancel under UK and EU consumer law, because they're made uniquely for you and can't be resold. We'll always make this clear on the product page before you order. Damaged or faulty personalised items are still covered as above.

Exchanges

We don't run a formal exchange process — it adds complexity and often takes longer than just refunding and reordering. If you'd like a different size, colour or style, the simplest route is:

•     Return the original item under the relevant policy above (if applicable)

•     Place a new order for the item you'd like instead

If you're swapping for a like-for-like item and we can help speed things along, please email us and we'll see what we can do.

Where to send returns

Please don't return items without contacting us first — it helps us match the parcel to your order and process your refund quickly.

Once we've confirmed your return, items should be sent to:

Darling Twigs Ltd — Returns

Unit 167194, Courier Point, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FH

 

 

A note for international returns If you're returning an item from outside the United Kingdom, please mark the parcel clearly as "RETURNED GOODS — NO COMMERCIAL VALUE" on the customs declaration. This avoids us being charged import VAT or duty on your own returned item, which would otherwise reduce the amount we're able to refund. We can't accept returns where customs charges have been applied because the parcel wasn't marked correctly.

 

Refund timings

Once we've agreed your refund:

•     We'll process it within 14 days (and usually much faster — most refunds are issued within 2–3 working days).

•     Refunds go back to the original payment method.

•     Depending on your bank or card provider, it may take a further 5–10 working days to appear in your account.

•     For payments made in a currency other than GBP, the amount you receive may differ slightly from the amount you paid due to exchange rate changes between the original purchase and the refund. This is set by your card provider, not us.

Your statutory rights

Nothing in this policy affects your statutory rights as a consumer. In the UK, these include rights under the Consumer Rights Act 2015 (which gives you the right to a refund, repair or replacement for goods that are not of satisfactory quality, not as described, or not fit for purpose) and the Consumer Contracts Regulations 2013 (which give you the 14-day right to cancel set out above).

EU consumers have equivalent rights under the Consumer Rights Directive.

If you're based elsewhere, your local consumer protection laws may give you additional rights — this policy is intended to sit alongside, not replace, those.

If we can't agree

We hope it never comes to this, but if you're unhappy with how we've handled a return or refund, please tell us — we'd much rather hear about it and have the chance to put it right.

If we can't reach a resolution, UK customers can refer the matter to the Citizens Advice Consumer Service (citizensadvice.org.uk/consumer) for free, impartial advice. EU consumers can also use the European Commission's Online Dispute Resolution platform at ec.europa.eu/consumers/odr.

Contact

Returns and refund queries:

returns@darlingtwigs.com

General enquiries:

hello@darlingtwigs.com

Post (mail only, not return items):

Darling Twigs Ltd

Lytchett House, 13 Freeland Park, Wareham Road, Poole, Dorset, BH16 6FA

 

Darling Twigs Ltd — registered in England and Wales, company number 17208578. Paying attention to the small things.

Last updated: 12 May 2026