Love Twilly

SHIPPING POLICY
We offer $9.00 flat rate standard shipping and FREE shipping on orders $150+ to all 50 states. Estimated delivery times are based on business days (Monday–Friday, excluding holidays).

For in-store purchases, our same shipping rates apply: $9.00 flat rate or free on orders $150+. However, custom shipping rates may apply to oversized and/or bulk items requiring multiple packages.

LOCAL PICKUP
Skip the shipping fees with free in-store pickup! Simply select "local pickup" at checkout and we'll send you an email as soon as your order is ready. Easy as that!

Pickup hours are Monday–Friday 10am–6pm and Saturday 10am–5pm.

ORDER AND SHIPPING CONFIRMATION
You will receive an email confirmation once your order has been successfully placed and another email when your order has been picked up for shipment or is ready for Instore Pickup, whichever method you selected during checkout. The shipping confirmation will include your order number, tracking number and ship date. When receiving your order confirmation please make sure your shipping address is correct as we are unable to redirect goods once they are en route to you. Orders that are returned to us because of address error will not be shipped back until the customer corrects their address and pays for additional shipping costs. 

PROCESSING & DELIVERY TIMES
Once your order is placed, we'll have it packed and ready to ship within 2 business days. From there, expect delivery within 3–5 additional business days.

Personalized items require additional production time before shipping. Turnaround varies by item, so if you need a personalized order by a specific date, please contact us before placing your order and we'll let you know what's possible.

We ship as quickly as we can, but please allow extra time during sale events, peak shopping days, and holidays. If you have any questions about your order, don't hesitate to reach out — we're always happy to help!

"Stolen" Packages

We currently ship via USPS. We are not responsible for any items that go missing during transit or are misplaced upon delivery. We can require a signature for receipt of package. If you would like this please email gifts@jawhitney.com at the time of your order. 

Cancellation of Orders

You can cancel your order up to 24 hours after purchase as long as your item has NOT already been personalized (if applicable) and/or has NOT been processed and dropped off for shipment. 

Merchandise may be exchanged or returned for full refund back to the original method of payment if made within 30 days of purchase with the original receipt. All gift returns will be issued a merchandise credit in the form of a gift certificate; no cash refunds are available. We are unable to accept a return or exchange if requested more than 30 days after the date of purchase.

All items are fully inspected and wrapped in pristine condition at the time of sale. To be eligible for a return or exchange, your item must be unused, unworn and in saleable condition. It must also be in the original packaging and have the tags intact. 

Items Not Available for STORE CREDIT or EXCHANGE:

Several types of goods are exempt from being returned or exchanged. Personalized items, Special Orders, Gift Certificates, Promotional Items and Sale Items (items purchased at a discount greater than 20%) are FINAL SALE and not eligible for return or exchange at any time. 

Exchange/Return & Damages Policy

For items that have been damaged in transit please email jen@jawhitney.com and include pictures of the damaged item and pictures of the shipping box. Once we receive your email, we will determine next steps. Damage claims MUST be received within 10 days of delivery date. Any claims received after 10 days of receipt will not be eligible for exchange or refund.

To return an item purchased IN STORE or purchased through our website but received through INSTORE PICKUP, please visit our storefront to make the return/exchange.

To return an item received through shipment, follow the directions below:

1. Email gifts@jawhitney.com with your return/exchange inquiry. 

2. If your return is the result of an error on our end or a damaged/defective item, we'll provide a prepaid shipping label once our team has reviewed your inquiry. Simply print the label, affix it to your package, and drop it off at any USPS location.

For all other returns, customers are responsible for return shipping costs. Prepaid labels will not be provided for change-of-mind or non-defective returns.

3. Returns/exchanges will NOT be accepted on personalized items, special orders, Gift Certificates, Promotional Items and/or Sale Items (items purchased at a discount greater than 20%). 

4. Returning an item is at your own risk. You must ensure that the item is adequately packaged and, at your option and cost, insured. We are not liable for damage caused by inadequate packaging by you or if the item is damaged or lost while being returned to us. Items that are damaged when we receive them will not be eligible for return. 

5. Items should be returned to:
J.A. Whitney
13498 Clayton Road
Town and Country, Missouri 63131
314-439-0900