Return Policy

We have a 14-day return policy, which means you have 14 days after purchasing in store or receiving your online order to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at admin@rootandtwigstore.com. Please note that returns will need to be sent to the following address: 

Root & Twig Store
14837 Old Bandera Rd
Helotes, TX 78023

Return shipping fees and/or restocking fees may be charged. If your return is accepted, we’ll send you a return shipping label, as well as return shipping instructions. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at admin@rootandtwigstore.com. 

Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / Non-returnable Items
Certain types of items cannot be returned, such as perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns or exchanges of Maileg, sale items or gift cards.

Exchanges
The fastest way to ensure you get the product you want is to request a return for the item you have, and if the return is accepted, make a separate purchase for the desired item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.
If approved, you’ll be automatically refunded on your original payment method within 10 business days, less any return shipping and/or restocking fees. Please remember it can take some time for your bank or credit card company to process and post the refund. 
If more than 15 business days have passed since we’ve approved your return, please contact us at admin@rootandtwigstore.com.

Purchases made between November 1 – December 23rd may be returned through January 15th for store credit (less promotional discounts, shipping charges, and restocking fees). Items must be new, unopened, and unused in original packaging and in new condition.