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Store Policies

*For fastest checkout and to earn referral rewards, create an account! 
APP: Yes, there is an app for that! Just search for Twisted Valley on the Google play or Apple App store! It’s free and this way you get first notice on launches and new items. We are a small shop, we do not spam you multiple times a day.
Android
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We are pleased to offer a generous referral program. To earn rewards just look for the little pink gift box on our homepage! Click it to get your unique link and share it with others. Your friend will receive a coupon for $X off a purchase (the dollar value will vary based on promotions). Once your friend completes their purchase, you will get an email with a coupon for $X off as well! These rewards can be redeemed ONLY on the app or website. We have several 100 items posted so there is NO shortage of opportunities to utilize these rewards. Only one discount or code per transaction. For more please visit our info page. 
 
SHIPPING: We aim to ship items quickly, but we have inventory at 3 warehouses so sometimes items purchased from multiple locations can take up to 4-7 business days to ship depending on our volume.

We try to keep shipping costs to a minimum, usually $4-6.00 for 1 item if it weighs less than 1LBS, $8 for 2-4 or single items weighing over 1 LBS and 12.55 for large oversized packages.

EARRING ORDERS: Almost all our earrings are custom made to order, so it can take up to 7 business days to make them depending on volume, but we do strive to turn them around in 24 hours.


STOREHOUSE FLATS: The incredible ballet flat is a pre order shoe that is made to order. These take 8 weeks to arrive to the manufacturer, and then up to another week to get to us. We ship them out usually the day after they land on our door step. If you need to make an exchange, please contact us ASAP as we only have 14 days to process that request or we have to wait till the next month. Orders are open from the 1-6th of each month. Payment is due in full when the order is placed. To see shoes go here:

SEZZLE: YAY!!! We now offer SEZZLE as a payment option which means you get to split your payments up over time, no interest, no fees, no minimum. Sezzle is an independent payment provider so you would need to check all their terms and conditions to see if they are the right fit for your payment needs.
For more info on Sezzle, you can go here:

PRE ORDERS: We sell a variety of items that are offered as pre-sale in our VIP group ONLY!!!  These items are super hot sellers and they can take 7-14 business days to ship as they are being ordered from a manufacturer and then delivered to us based on your claims. We usually invoice for pre orders AFTER we close the order window. 

Our vendors are mostly in California and we are East coast, so its usually at least 7 business days of ground transit time for goods to arrive, and most vendors take a few days to even fulfill the orders for shipping. There are in rare cases delays that could extend that time beyond the 14 business days.

Please note we are unable to cancel pre orders as we build entire order lists only when we have enough claims. Please plan for all of this when ordering. Please be aware that pre orders are placed by customer request only, and are considered final sales, unless there is a damage.

If there is a major issue, please just contact me! *update: due to Covid 19 some shipping delays can occur beyond 14 days. We do our best to work with fast shippers, but once the items are in transit we rely on the shipping service to be timely, and due to Covid 19 thats not always possible. It is out of our control and we cannot cancel pre ordered items due to shipping delays.*

BS BUCKS: Every month we run a community participation contest! Please note BS bucks cannot be used on clearance items, sale items or sample sales. BS bucks can be used on full price purchases only. you MUST be a VIP group member to win BS bucks. Learn more here: 
RETURNS: Believe me, I get it! sometimes you get an item and it just doesn't fit the way you had hoped. It happens! Please email me at sv@sairavalley.com with your order number and the word RETURN in the subject line, let me know you are returning an item, and why, and once you hear back from us with verification and authorization of said return, you can pop it in the mail. We understand returns happen, but we have had some instances for significant returns. We ask that returns not be excessive EVERY item being returned must be noted in your communication. We have waitlists and we reorder based on those lists so its very important for us to know what is coming back to us so we can plan re orders. We process returns ONCE a week on Wednesday’s.

PLEASE note, you have 3 days from the time your item is delivered, or from the day a local pick up fulfillment email is sent, to contact us to organize a return. Once we authorize your return, you will have 7 days to drop it in the mail (i.e. post mark). Once we receive your item(s) we will verify that they are in the same condition we sent it, This means NO pet hair, no particles or debris, no smoke odor. We will process your return and provide a store credit as a gift card provided the items are in the condition they were sent. If not, they will be returned to sender. Pre sales, electronics, beauty products and sale items are final sales. Store credits for returns can only be used once. I.E, once you use a store credit, the next item cannot be returned again. Please plan accordingly when making your purchases. To be fair to all customers, we enforce these policies and do not make exceptions. If you have a damage or defect, please reach out to us and let us know within 3 days of receiving the item. Defects or damages that are reported after this time line will not be eligible for return or replacement.
LOCAL PICKUP: we do offer local pick up, please read here for details: Please be advised that the clock for returns begins the day we fulfill your order and you are sent the fulfillment email. If you don’t pick your item up within 3 days of the email being sent, you will not be able to return it. To be fair to all customers, this policy is enforced. Details here

Please check back for future updates!! We are so happy to have you here and look forward to an awesome adventure together.

XOXO Saira & Butch