TwilaandCo

Design Studio & Paper Goods

Fredericksburg, Virginia 1139 Sales On Etsy since 2013

5 out of 5 stars (225)

TwilaandCo

Design Studio & Paper Goods

Fredericksburg, Virginia | 1139 Sales

All Items

Johnna Pleban

Contact shop owner

Johnna Pleban

Announcement    Thank you so much for visiting our shop! Please read through our policies carefully before placing your order.

All communication must be done via Etsy Conversation. If you email us, we will not respond but will direct you back to Etsy.

We DO NOT guarantee delivery dates at any time as we cannot control the package or shipping once the item is out of our hands. Custom items are not eligible for returns. This also counts for refusing a package. If you refuse a package and it gets returned to us, we will not refund your purchase.

For any other questions or concerns, please feel free to contact us via Etsy Conversation.

Announcement

Last updated on Jul 8, 2019

Thank you so much for visiting our shop! Please read through our policies carefully before placing your order.

All communication must be done via Etsy Conversation. If you email us, we will not respond but will direct you back to Etsy.

We DO NOT guarantee delivery dates at any time as we cannot control the package or shipping once the item is out of our hands. Custom items are not eligible for returns. This also counts for refusing a package. If you refuse a package and it gets returned to us, we will not refund your purchase.

For any other questions or concerns, please feel free to contact us via Etsy Conversation.

Reviews

Average item review
5 out of 5 stars
(225)
See reviews that mention:
quality 14 shipping 41 customer service 31

About TwilaandCo

Sales 1,139
On Etsy since 2013

Design & Paper Goods

Whether it be a business, the big day, or just a passion, I absolutely LOVE working with small businesses, individuals, and brides on branding what they love.

Both in my personal life and through my design work, my passion is taking care of other people, meaning that I love getting to know my clients by building friendships that go beyond just the branding process. It makes me so happy to be able to use my gift of creativity to make the dreams of my clients come to life in the form of colors, fonts and graphics that make a successful brand.

Around the web

Shop members

  • Johnna Hetrick

    Owner, Creator, Designer

    I’m Johnna; the owner, designer and founder of Twila & Co. I am a creative and paper goods nerd, lover of french fries and sweet tea, a music enthusiast and an avid beach goer.

  • Grohl

    Chief Fuzzy Officer

    I help my mom by eating treats, snuggling to make her happy, and always having a smiling face and happy attitude!

Production partners

  • A print shop

    Phoenix, AZ

    Printed Mint is a specialty wholesale print and fulfillment company that specializes in one-off printing and drop-ship solutions. While our customers encompass small to medium sized boutique brands and retail stores nationwide, we also offer custom Enterprise solutions for large scale companies. The

Shop policies

Last updated on January 13, 2019
Thank you so much for visiting our shop! Please see our policies and FAQs below before messaging us with questions as most questions are answered here. Thank you!

Accepted payment methods

Accepts Etsy Gift Cards and Etsy Credits
Returns and exchanges
I don't accept returns, exchanges, or cancellations
But please contact me if you have any problems with your order.
Returns and exchange details
Since most of our products are customized and printed for you, we do not offer refunds on any customized order once the design process has begun. If something has come up after the order is placed, please let us know as soon as possible and we will be happy to work with you in any way we can. ​​A cancellation ​may be permitted if notified within 24 hours of purchase, and the order and a proof ha​ve not been completed.

All refunds must be approved by Twila & Co. If an item is just sent back to us without prior authorization, no refund will be made and the customer must pay additional shipping for us to ship it back to them. Customer is responsible for return shipping costs.

If something gets damaged during shipping, please contact us. We require photo proof of damage before sending any additional pieces or refunds.

We do our best to explain all details of our products within each listing from color to size to texture to shape. If there are any questions, it is encouraged to contact us to discuss before placing an order. Therefore, reasons falling under those categories are unacceptable for returns.

CUSTOM ORDERS
Once a design has been completed, only 50% of the total price will be refunded at a maximum. If a custom order has been finalized, a final proof approved, and printed, there will be no refunds or exchanges on custom items.

STANDARD ORDERS
If the order is a standard listing and was not customized, it can be returned within 10 days of purchase. You must notify the shop before returning with reason for return. If no notification or communication of return, the shop has the right to refuse the return.

COLOR STANDARDS
We try our best to ensure our printed colors are as close as possible to what you see on your screen. ​Please remember that monitors display colors differently, therefore the colors on the products you receive may vary slightly from the image you see on your screen. We do not offer refunds if your colors are not identical your screen.

After 10 days of purchase, no refunds will be given on any orders. No refunds on shipping.
Payment
​Cancellations must be made within 12 hours of placing order if the proof has NOT been completed. Once a proof has been completed, cost of design (50% of the total price) will be deducted from overall price and the cost of goods can be refunded pending owner authorization.
Shipping
SHIPPING OPTIONS
Our shipping option is regular mail for $3, Priority Mail for $6, Priority Mail Express for $25. In order to rush an item and ship USPS Priority Express, you must purchase our rush order option. For FedEx or UPS shipping options, please contact us.

INTERNATIONAL ORDERS
If you are shipping outside of the US, we are not liable for any additional customs fees that may come through in shipping. Those are at the cost of customs. Also, if the customer refuses to pay those additional customs fees and the package gets returned to Twila & Co. we will not refund shipping and if the item was custom, it will not be refunded. To reship, it will be at the cost of the customer.

DELIVERY DATES
Due to recent issues with the USPS, Twila & Co. cannot guarantee any delivery dates. Once the item is shipped, it becomes the responsibility of the USPS; Twila & Co. is not liable for any late deliveries. Typically items take 2-3 Business Days to fulfill, however, sometimes things can take longer. For all inquiries on delivery once shipped, please check your tracking information and contact the USPS. Custom orders that do not arrive on time cannot be returned.

TRACKING QUESTIONS
DO NOT CONTACT US ASKING FOR TRACKING INFORMATION OR ESTIMATED DELIVERY. That information is included with every order once it's shipped and should be checked instead of contacting us.

I NEVER RECEIVED MY ITEMS
If 30 days has passed and the item has not been delivered, no insurance was purchased, and the cost of the items was less than $50, Twila & Co. can reprint and resend if the customer pays for additional shipping. If the cost was over $50, please contact Twila & Co. about other options.

DAMAGED PACKAGES
In the event the USPS or UPS damages the goods and no insurance was purchased, please contact us. If the customer can prove the product was damaged via a photo and on case by case basis, we will replace the item at no cost. Twila & Co. assumes no responsibility for damages done by the USPS or UPS and has the right to refuse a replacement if needed.

MY TRACKING SAYS DELIVERED, BUT I DIDN'T RECEIVE IT.
If your package says 'Delivered' but you can't find the package, you must file a claim with the USPS or Police pending the amount the package was worth before Twila & Co. will take action. Once a report is filed, Twila & Co. will work with you trying to determine a next step. Refunds or reshipping an order will be determined on a case by case basis.
Additional policies and FAQs
TURNAROUND AND BUSINESS HOURS:

Our office hours are Monday-Friday 9am-5pm EST. We are closed and do not respond to messages or ship over the weekends. Standard turnaround for proofs is 1-2 business days following purchases, except over weekends as we are closed.

Customers have one week or five business days to respond with feedback to custom orders. If we don't hear from them within that time frame, we reserve the right to print and ship at that time.

Our shop is closed over weekends and US national holidays, so please keep that in mind when placing orders.

FAQs

Can the label be customized?
Each label is made to order and therefore can be customized within reason. Changes requested that alter the innate design of the label are not allowed, but basic addition of names, dates or change of text are allowed.

Can I see a proof before I order?
No, we do not provide proofs BEFORE an order is placed. Proofs are only provided after the purchase is made.

What happens if I don't like the proof?
You will only be charged for 50% of the cost of the item to cover the design fee.

Will the labels fit on any wine or champagne bottle?
Labels will fit over MOST wine or champagne labels, however some labels are rather large. Most labels are sized to 5x4 or 4x5. If you are concerned with the label fitting, we suggest purchasing the wine beforehand, measuring the label and providing us with the exact label size so that we can accommodate. No refunds will be given due to the size of the label.

Do I need to remove the label on the bottle before placing the new label on it?
It's up to you! Most labels will fit over the the labels that are already there, especially the Maker's Mark Labels. However, you may choose to remove it if you'd like. For 'how-tos' on label removal, please google it.

Why isn’t the 375ml Maker’s Mark label curved like the larger one?
The 375ml Maker’s Mark label isn’t curved because the straight 375ml fits fine on the bottle as is. The 375ml is curved only slightly, and wasn't enough to warrant a completely curved label.

When will my order arrive?
All orders are given a tracking number upon completion. It is an automated process through Etsy. Please check your tracking number for your estimated arrival date. If there are any issues with that arrival date or with shipping, it is up to the buyer to contact the USPS with those issues, not Twila & Co.

Will I receive a proof of my label before it’s shipped?
If the order is customized in any way, a proof will be sent to you to approve before it prints and ships. It must be approved prior to printing and shipping.

Will my photo work for the Custom Photo Wine Label?
We will use any photo for the custom photo wine label except that involving nudity. Please provide the highest resolution of the photo as possible. Twila & Co. is not responsible for grainy printing of low resolution photos.

Will my text work for the Custom Photo Wine Label?
We will work with you to include any text on the photo in an aesthetically pleasing way. Profanity is allowed, however please nothing derogatory. We reserve the right to cancel any order due to abuse of this.

Can we make a label a specific size?
Yes, we can make a label as small as you’d like and as big as 8.5x11. Pending the size, the price may change.

How long does the design, printing and shipping process take?
Design takes 1-2 business days (we are closed on weekends). Printing typically occurs the same day as we receive final approval, and shipping takes 1-3 days pending the location. We are located in Virginia and most items are shipped via USPS Priority Mail. Therefore, from start to finish, the process can take 3-5 business days.

Can you rush my order?
If there is a date in which you need the labels by, we will do our best to get your order designed and printed as quickly as possible. However, due to recent issues with the USPS, Twila & Co. cannot guarantee any delivery dates. Once item is shipped, it becomes the responsibility of the USPS and Twila & Co. is not liable for any late deliveries. For all inquiries on delivery once shipped, please check your tracking information, if applicable, and contact the USPS.

Do you offer discounts for groups or large orders?
On customized items, we typically do not offer discounts on group or large orders. However, if you are ordering over 50 if a particular label, please contact us and we would be happy to work with you.

COUPON CODES
We will cancel any orders if an unauthorized coupon code is used. For example, we offer coupon codes to repeat customers for posting on social media. If you use the code and are not a repeat customer or did not post on social media, your order will be cancelled.

More information

Last updated on Nov 6, 2016
Frequently asked questions
Do you offer customized paper goods not in your store?

Yes! We can do just about anything when it comes to paper goods, so if you have an idea but don't see it in our store or on our website, please contact us and we'd be happy to chat with you!

Can I cancel an order?

​Cancellations must be made within 24 hours of placing order if the proof has not been completed. Once a proof has been completed, cost of design (50% of the total price) will be deducted from overall price and the cost of goods can be refunded pending owner authorization.

Can the label be customized?

Each label is made to order and therefore can be customized within reason. Changes requested that alter the innate design of the label are not allowed, but basic addition of names, dates or change of text are allowed.

Custom and personalized orders

No, we do not provide proofs before an order is placed. An order must be placed before we create any designs. Once a design is sent for proof, if you decide not to order, only 50% of the item's price can be returned.

Custom and personalized orders

We will do our best to create a product that you love! However, if you decide that product is no longer what you want, you will only be charged for 50% of the cost of the item to cover the design fee. This means that only 50% of the price of the item plus shipping can be returned once a proof is sent.

Will the labels fit on any wine or champagne bottle?

Labels will fit over MOST wine or champagne labels, however some labels are rather large. Most labels are sized to 5x4 or 4x5. If you are concerned with the label fitting, we suggest purchasing the wine beforehand, measuring the label and providing us with the exact label size so that we can accommodate. No refunds will be given due to the size of the label.

Do I need to remove the label on the bottle before placing the new label on it?

It's up to you! Most labels will fit over the the labels that are already there, especially the Maker's Mark Labels. However, you may choose to remove it if you'd like. For 'how-tos' on label removal, please google it. If you need a specific size, please let us know and we'd be happy to accommodate to that.

Why isn’t the 375ml Maker’s Mark label curved like the larger one?

The 375ml Maker’s Mark label isn’t curved because the straight 375ml fits fine on the bottle as is. The 375ml is curved only slightly, and wasn't enough to warrant a completely curved label.

When will my order arrive?

All orders are given a tracking number upon completion. It is an automated process through Etsy. Please check your tracking number for your estimated arrival date. If there are any issues with that arrival date or with shipping, it is up to the buyer to contact the USPS with those issues, not Twila & Co.