Refund policy
Every Twilight Loom Co. piece is woven to order, just for you. Because of this, please read our returns and cancellation terms carefully before placing your order.
Returns and Exchanges
All of our products are custom made-to-order. For this reason, we do not accept returns or exchanges, including for change of mind, incorrect size selection, or color preference.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or is not the item you ordered, we will make it right. Please:
- Contact us within 7 days of delivery at twilightloomco@outlook.com.
- Include your order number and clear photos showing the issue (and the shipping label/packaging, if the item was damaged in transit).
Once your claim is reviewed and approved, we will send you return instructions and cover the return shipping cost where applicable.
Claims submitted more than 7 days after delivery, or without photos, may not be eligible.
Order Changes and Cancellations
Because production begins quickly, changes and cancellations can only be requested within 2 hours of purchase. To request a change or cancellation, email us at twilightloomco@outlook.com as soon as possible with your order number.
After 2 hours, or once your order has entered production or has been shipped, it can no longer be changed or cancelled.
Your Statutory Rights
Nothing in this policy limits or excludes any rights you may have under the consumer protection laws applicable in your country.
Contact Us
Questions about an order? Email us at twilightloomco@outlook.com. We’re happy to help.