FAQs

I'M NOT SURE WHAT TO BUY. CAN YOU HELP ME PICK THE RIGHT PRODUCTS?

Absolutely! We would love to help you choose products. Please contact us via our contact page or our consultation page, and we will reply as soon as possible!

DO YOU OFFER SAMPLES?
Yes! You receive a complimentary sample(s) with every purchase!

HOW DO I USE YOUR SKINCARE PRODUCTS?
Our skincare products and routine is inspired by the Korean skincare routine. Read about how to use our products step-by-step on our “Our Korean Inspiration” under Our Story.

CAN YOU TELL ME MORE ABOUT YOU AND YOUR COMPANY?

We have a lot to share with you about our founder and her company, as we believe in complete transparency!

You can find everything you’ll want to know in the Our Story section of the website. And of course, if you still have questions, we encourage you to contact us!

ARE YOUR PRODUCTS TESTED ON ANIMALS?

Being cruelty-free is truth at Twigs and Tansy. We are fiercely against animal testing and are 100% against animal testing in every way. Our products are never tested on animals.

In addition, we never purchase ingredients from nor sell to countries that require animal testing for beauty products.

We truly believe it is important to give back to the community and help those in need. Our founder has two beautiful dogs, Kona-Kai and Nala-Maeve. She showers them in treats, nutritional food, hugs, kisses and unconditional love from the bottom of her heart.

We donate a portion of every purchase to various animal shelters. Your purchases help bring us closer to sending a bundle of love to their forever home.

Learn more at on our Cruelty Free & Donations page!

WHAT DO I NEED TO KNOW ABOUT SHIPPING & HANDLING?

DOMESTIC SHIPPING – U.S. ORDERS
Shipping rates will be shown during the checkout process. Standard domestic shipping rates will vary based on the weight of the package and shipping address.

Please allow 1-3 business days for orders to process and leave our shipping center. Products will be shipped via USPS. Processing times do not account for weekends or the following holidays:

New Year’s Day, Martin Luther King Jr. Day, President’s Day, Memorial Day, 4th of July, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving and Christmas.

All orders received after 12 PM PST will begin processing the next business day.

DO YOU SHIP INTERNATIONALLY?
At this time, we do not provide international shipping.

HELP! MY ITEMS WERE DAMAGED DURING SHIPPING!
We are so sorry! Although we do not offer refunds for items damaged during shipping, we will happily re-ship the products at no cost to you if we are notified within three days of receiving the damaged package. Photos required. Please contact us at hello@www.twigsandtansy.com with your order number and photos.

FREE SHIPPING
Free standard shipping is available to domestically shipped U.S. orders with a subtotal of $70 or more (prior to taxes and fees).

DO THE SHIPMENTS INCLUDE A RECEIPT WITH PRICES?
Nope. Since our products are often sent as a gift directly to the recipient, we do not include prices in the package. Your package will be shipped with the products and a packing slip. The receipt with prices can be found in the confirmation email to the email address used at checkout.

WHAT IS YOUR RETURN POLICY?

We’re sorry you don’t want to keep your new products!
You can begin the return process by filling out the return request form.

We only accept unopened/unused products within 14 days of your purchase. Any site-wide promotional sales are final and not eligible for return or refund. Please check the product page for final sale items.

In the event that your products need to be returned, return shipping is at the expense of the customer. We are unable to refund the original shipping charges. To ensure the process goes smoothly, we recommend including the original packing slip inside your package.

*Please note, refunds will not be given for items shipped back to us before prior approval of return via the Return Request Form.

If you have any questions, please reach out to us at hello@www.twigsandtansy.com.

EXPERT TIP!
Please pack the products well. Refunds will not be given for items that arrive damaged. Once the items are received, you will be given a full product refund for undamaged items. To ensure delivery, please send your return via a reliable carrier. It is highly recommended to obtain a tracking number. Refunds cannot be processed for lost packages.

CAN I RETURN SALE ITEMS?
Any site-wide promotional sales are final and are not eligible for return or refund.

DO YOU OFFER EXCHANGES?
We do not offer exchanges on any products.

HOW CAN I CANCEL MY ORDER?

We do our best to ship your orders out to you as fast as possible once an order has been placed. Once we receive your order, it is processed for shipping immediately. Unfortunately, no changes can be made to the order once it has been placed.

However, if you do need to cancel your order after it has been placed, please contact us at hello@www.twigsandtansy.com with “Immediate cancellation request” in the subject line. Include your order number in the email. We will do everything we can to cancel your order!

If the order has already been processed and cannot be canceled, please start a return by filling out our Return Request Form once you have received your package.

I HAVEN’T RECEIVED A RESPONSE BACK FROM YOU! WHAT’S GOING ON?

If you’ve reached out to us via email and you have not heard back from us, we truly do apologize! We try our best to reply within 1-2 business days. Please check your spam folder, and if our reply ended up there, add us as a contact!

DISCLAIMERS

The contents of this website are for informational purposes only. This information does not constitute medical advice. The content is not intended to be a substitute for professional medical advice, diagnosis, or treatment. Always seek the advice of a physician or other qualified health provider with any questions you may have regarding a medical condition.

Even products that contain all-natural ingredients can cause skin reactions in susceptible individuals. Please conduct a patch test on a small area of skin to check for an allergic reaction. Should irritation occur, discontinue use and seek professional medical advice. If pregnant or nursing, consult with your doctor before use. Twigs and Tansy accepts no responsibility or liability for any adverse consequences resulting directly or indirectly from the use of our products. Our products contain oils and butters from natural nuts, seeds and fruits. If you have any allergies please read the product label carefully and avoid the use of these products. Always use sunblock when using products containing the ingredient(s) that may cause photosensitivity.

Results given in reviews are from real customers who have used Twigs and Tansy products. However, similar results are not guaranteed. Individual results may vary depending on skin type, sensitivity, skincare history and product application.
Never disregard professional medical advice or delay in seeking it because of something you have read on this website. The information on this website is provided only as a guide. Every effort has been taken to ensure that information published on this site is correct and up to date. However, Twigs and Tansy cannot guarantee the accuracy of all information presented and accepts no liability in respect of omissions or errors.

The customer should always take full responsibility when choosing a suitable product for their skin, even if products are recommended through a consultation. The information given during a consultation is only a guideline. Twigs and Tansy makes no claim to diagnose, treat, cure or prevent any diseases. Any products purchased from Twigs and Tansy should be used as directed on the container or packaging. Our products are for external application on the face only.

Color, texture and/or aroma of products may vary slightly from batch-to-batch depending on the ingredients received from suppliers. This happens since there is variability in natural products. However, the formula remains stable and potent. Store with lid tightly closed in a cool and dry place. Keep away from light (natural and artificial) to prolong the life of the ingredients. Products do not contain chemical preservatives–avoid moisture to prevent bacterial growth.

Twigs and Tansy accepts no liability in the event of an adverse reaction, including consequential damages of any kind, occurring when using its products.

All Twigs and Tansy policies are subject to change without advance notice.

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