Our pieces are handcrafted and often contain delicate, natural elements. We take extreme care in packaging your order to ensure it arrives safely.

• Processing Time: Standard, ready-to-ship items are typically processed and shipped within 3-5 business days of order placement.

• Custom Order Ship Dates: Ship dates for custom pieces will be confirmed with the customer upon final design approval.

• Shipping Method: We primarily use USPS Priority Mail and UPS Ground. All packages include tracking and insurance coverage up to the item's value.

• Packaging: All items are double-boxed and secured with protective materials to prevent damage. We use "FRAGILE" labeling prominently.

• Handling Issues: Twisted Twigs By Spencer is not responsible for delays caused by the carrier. If a package is lost or shows an unusual delay in tracking, please contact us so we can assist with filing a claim.

Due to the unique, handcrafted nature of our products, our policy is designed to be fair to both the customer and Twisted Twigs By Spencer.

Eligibility for Returns & Exchanges

• Custom Orders: All sales on custom-commissioned pieces are final and cannot be returned, refunded, or exchanged.

• Ready-to-Ship Items: Non-custom, ready-to-ship items may be considered for return or exchange only if a request is made within 7 days of delivery.

• Condition: Eligible items must be returned in their original, unused condition and original packaging.

• Shipping Costs: The customer is responsible for all return shipping costs, and the item must be shipped using a trackable and insured method. Original shipping charges are non-refundable.

Handling Damaged or Defective Items

• Reporting Damage: If your item arrives damaged or defective, you must contact us within 48 hours of delivery. Please provide clear photographic evidence of both the item damage and the condition of the original shipping box/packaging.

• Resolution: Upon confirmation of damage and successful filing of a claim with the shipping carrier, Twisted Twigs By Spencer will offer one of the following resolutions at our discretion: Repair, replacement (if materials are available), or a full refund (including original shipping costs).

• Natural Variation: Slight variations in color, texture, and size are expected due to the use of natural materials (twigs, wood, etc.) and handmade craftsmanship. These variations are not considered defects and are not eligible for a refund or return.

Refunds Processing

• Timeline: Once the returned item is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 business days.

This policy governs the custom design, creation, and approval process for unique commissions.

• Consultation & Quote: A detailed quote covering the estimated cost of labor, materials, and timeline will be provided after the initial consultation.

• Deposit Requirement: A non-refundable design and materials deposit of 50% of the total quoted price is required to secure the commission and begin work.

• Design Commencement: Work begins only after the deposit is received. We will provide 1-2 progress photos or sketches for your review.

• Final Approval: Final written approval must be provided before the piece enters the finishing stages.

• Final Payment: The remaining 50% balance is due upon completion and before the item is shipped.

• Cancellation: If a custom order is cancelled after the process has begun, the initial 50% deposit is retained to cover time and materials.

This policy governs the terms of registration for all workshops and classes hosted by Twisted Twigs By Spencer.

Registration and Payment

• Registration Confirmation: All class spots are reserved upon receipt of full payment of the published workshop fee.

• Materials: The registration fee includes all necessary materials (twigs, wire, bells, etc.) required to complete the scheduled project, as well as instruction time.

• Minimum Enrollment: Classes require a minimum of 10 registered participants to proceed. If this minimum is not met 2 days prior to the class date, the class may be cancelled (see Cancellation section below).

Customer Cancellation

• Cancellation 7 Days or More Before Class: If a participant cancels their registration 7 or more days before the scheduled workshop date, they are eligible for a full refund or may choose to transfer their registration to a future class.

• Cancellation Less Than 7 Days Before Class: If a participant cancels their registration less than 7 days before the scheduled workshop date, they will forfeit the class fee. This covers the cost of perishable materials purchased and committed instructor time.

• No-Shows: Participants who do not attend the class and fail to provide prior notice will not be eligible for a refund or transfer.

Class Cancellation by Twisted Twigs By Spencer

• Low Enrollment or Emergency:Twisted Twigs By Spencer reserves the right to cancel any scheduled workshop due to low enrollment, instructor illness, or unforeseen emergencies.

• Notification: In the event of a cancellation by us, participants will be notified via email or phone a minimum of 4 hours prior to the scheduled start time.

• Refund/Transfer: Registered participants will be offered a choice between a full refund of the class fee or the option to transfer their registration to a future date. Item description

This policy specifically applies to services involving on-site setup, styling, and breakdown of large-scale event decor, displays, and thematic installations provided by Twisted Twigs By Spencer.

1. Site Preparation and Access

• Client Responsibility: The client (or the venue representative) is responsible for ensuring the installation area is clean, clear, and ready for work at the agreed-upon start time. This includes clearing all furniture, previous décor, and obstacles.

• Access: The client must provide clear and unobstructed access to the installation site, including necessary loading docks, elevators, and access routes, for the full duration of the installation and breakdown period.

• Utilities: The client must ensure that adequate power, lighting, and any necessary water access (if applicable) are available and functioning within the installation space.

2. Installation and Safety

• Timeline Adherence/Delay Fee: Installation will begin promptly at the agreed-upon time. If the site is not ready or access is delayed by the client or venue, Twisted Twigs By Spencer reserves the right to charge an hourly delay fee of $100.00 or adjust the scope of work to meet the revised timeline.

• Safety: The Twisted Twigs By Spencer team will adhere to standard safety practices. We will not proceed with any installation deemed structurally unsound, unsafe, or in violation of venue policies.

3. Liability and Damage

• During Installation:Twisted Twigs By Spencer We take all reasonable care during installation, but we are not responsible for minor surface blemishes (e.g., small scuffs, tape residue) that may occur during the process.

• Post-Installation Damage: Once the installation is complete and signed off by the client (or venue representative), Twisted Twigs By Spencer is not responsible for any damage to the decor, props, or materials caused by guests, staff, weather, or natural events.

• Venue Damage: The client is liable for any damage caused to the venue by the installation or removal process, unless the damage is clearly and directly caused by negligence on the part of the Twisted Twigs By Spencer team.

4. Breakdown and Removal

• Scheduled Removal: Breakdown and removal of the installation will occur at the pre-scheduled time.

• Delayed Removal: If removal is delayed by the client or venue beyond the agreed-upon time, Twisted Twigs By Spencer reserves the right to charge a late fee or a revised hourly removal fee.

• Materials Ownership: All materials, décor, and props provided by Twisted Twigs By Spencer for the installation remain the property of Twisted Twigs By Spencer and must be collected during the scheduled removal time.

• Mutual Termination of Agreement

  This section outlines the terms under which both parties may agree to terminate the Installation Service Agreement prior to the scheduled installation date.

  • Agreement Requirement: The client and Twisted Twigs By Spencer may mutually agree to terminate the service agreement at any time, provided the agreement is documented and signed by both parties in writing.

  • Costs Incurred: Upon mutual termination, the client remains responsible for covering all costs incurred by Twisted Twigs By Spencer up to the date of termination. This includes, but is not limited to, design fees, labor time spent, materials purchased, and unrecoverable vendor deposits.

  • Deposit Status: The initial project deposit (as detailed in the Custom Orders Policy) remains non-refundable upon mutual termination to cover preliminary design and administrative expenses.

  • Refunds: If the total payments made by the client exceed the costs incurred and the non-refundable deposit, the remaining balance will be refunded to the client within 15 business days of the signed termination agreement.

Twisted Twigs By Spencer is committed to protecting your privacy.

Information We Collect

We collect necessary personal information to fulfill your order, including:

• Contact Information: Name, shipping address, billing address, email address, and phone number.

• Order Details: Information related to the products you purchase.

Payment Data Security

• Payment Information: Payment details are processed securely by our trusted third-party payment processors (e.g., Stripe, PayPal).

• Storage: We do not store sensitive financial information on our servers.

Usage and Sharing of Data

• Order Fulfillment: Your information is used solely to process transactions, ship products, and provide customer service.

• Sharing: We will never sell or rent your personal information. Data is only shared with shipping carriers (for delivery) or when required by law.

By placing an order or using our services, you agree to abide by these terms.

• Design Ownership: All product designs, photography, and content remain the intellectual property of Twisted Twigs By Spencer. Custom designs may be used in our portfolio unless otherwise agreed upon in writing.

• Product Variation: Variations in color, texture, shape, and size are expected due to natural materials and handmade craftsmanship, and are not considered defects.

• Liability: Twisted Twigs By Spencer is not responsible or liable for any damages, injuries, or losses resulting from the installation, placement, or improper use of our products.