Return Policy for Custom Handmade Items

Please note:
All Threadline handbags are handmade to order and created specifically for each customer. Because of their custom and artisan nature, returns, exchanges, or cancellations are not available once an order is placed.

If there is ever an issue with craftsmanship, damage on arrival, or something does not meet the quality you were promised, I will always work with you to make it right — but change‑of‑mind returns are not possible for custom pieces.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at lou@twistedthreadsau.com. Please note that returns will need to be sent to the following address: 30 Helen St, Parcel Collect 10331 88569, Mount Gambier SA 5290.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at Admin@twistedthreadsau.com.

 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

EU & European Economic Area Customers

If you are located in the European Union or European Economic Area, you have the 
right to withdraw from your purchase within 14 days of receiving your order, 
without giving any reason (cooling-off period). To exercise this right, please 
contact us at admin@twistedthreadsau.com within 14 days of delivery.

Returned items must be unused and in their original condition. Return shipping 
costs are the responsibility of the customer unless the item is faulty or 
incorrectly sent. Refunds will be processed within 14 days of receiving the 
returned item.