Shipping policy

Shipping Policy – Twist and Lala

Processing Times

All our items are handmade to order with love and care.
Please allow 5–10 working days for your order to be created before dispatch. During busy periods (e.g. Christmas or product launches), processing times may be slightly longer — we’ll always keep you updated by email.

UK Delivery

We ship all UK orders via Royal Mail. 

Delivery times are estimates provided by Royal Mail and may vary due to postal delays or seasonal demand.

Shipping Costs

Shipping costs are calculated at checkout based on weight and delivery method. We occasionally offer free delivery promotions – keep an eye out on our website or social channels. Shipping is free on order over £50.

International Shipping

At this time, we primarily ship within the UK. If you’re outside the UK and would like to order, please contact us at info@twistandlala.com and we’ll do our best to help.

Lost or Delayed Parcels

If your order hasn’t arrived within 10 working days of dispatch, please contact us. We’ll investigate with Royal Mail and help resolve the issue. Please note we cannot consider an item lost until 10 working days after the expected delivery date (per Royal Mail policy).

Delivery Address

Please ensure your delivery address is correct at checkout. We can’t be held responsible for delays or lost parcels due to incorrect addresses.

Packaging

Your order will arrive carefully wrapped and ready to gift (to yourself or another dog lover!).