Refund policy
Refunds & Replacements
Because each item at Twilight & Lace is custom-made to order — including personalized name jewelry, engraved pieces, and keepsake gifts — we are unable to offer returns or exchanges for a change of mind or customer ordering errors. All personalized and custom items are final sale. Please review your order carefully, including the spelling of any names or personalization details, before submitting.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or with a production error, we will gladly replace it at no extra cost to you. Please contact our customer support team within 30 days of delivery with your order number and a clear photo of the item, and we will arrange a free replacement right away.
Lost or Missing Packages
If your order is lost in transit or never arrives, please contact us within 30 days of the estimated delivery date and we will investigate and arrange a replacement at no charge to you.
Approved refunds
When we approve a refund instead of a replacement, we will issue it to the original payment method within 5 business days of approval. After we issue it, the time for funds to appear depends on the payment provider or bank and may vary for Afterpay and Cash App Pay.
Contact Us
For any concerns, please reach out to us at support@twilightandlace.com or through our Contact page. We're committed to making sure every gift arrives perfectly — your satisfaction means everything to us.