Terms, privacy, shipping & returns

Terms of Service

These Terms of Service (“Terms”) apply to your use of this website and to any order you place with Twice as Sweet Creations (“we”, “us”, “our”), a small, mom-owned business based in Worcester, Massachusetts. By using our website or placing an order, you agree to these Terms.

Our products

We make custom personalized tote bags by hand. Photos of past creations on our website and social media are examples for inspiration. Because each tote is hand-decorated, your bag will be similar in style but will not be identical to any example, and small variations in color, placement and materials are part of the handmade charm, not defects.

Your design details

You are responsible for giving us the correct spelling of names, words and initials, and for reviewing the design details we confirm with you before production. Please do not ask us to reproduce trademarks, copyrighted characters or content you don’t have the right to use; we may decline any request at our discretion.

Photos of your order

We love to share our work. We may photograph your finished tote for our website or social media. We will never share your personal information with those photos, and if you prefer we don’t post your tote, just tell us when you order.

Intellectual property

All content on this website — including text, photos, graphics and our brand name and logo — belongs to Twice as Sweet Creations or is used with permission, and may not be copied or used commercially without our written permission.

Limitation of liability

To the fullest extent permitted by law, our total liability for any claim related to an order is limited to the amount you paid for that order. We are not liable for indirect or consequential damages. Nothing in these Terms limits any rights you have under applicable consumer protection law.

Governing law & changes

These Terms are governed by the laws of the Commonwealth of Massachusetts, USA. We may update these Terms from time to time; the version posted on this page with its effective date applies to orders placed after that date.

Orders & Payment

• Price. A Custom Personalized Tote Bag is $59.99 (USD). If your request changes the price, or if shipping applies, we will tell you the total before you pay.
• How to order. Design your tote on our website and send us your details by Instagram message. We will confirm your design with you before you pay.
• Payment. Payments are processed securely by Stripe. Depending on availability at checkout, you can pay with Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, Link, Cash App Pay, Klarna, Afterpay, Affirm or a US bank account. Buy-now-pay-later options (Klarna, Afterpay, Affirm) are provided by those companies and subject to their own terms and approval.
• We never see or store your card number. Your payment information is entered on Stripe’s secure, PCI-compliant checkout.
• Production starts after payment. We begin making your tote once your design is confirmed and payment is received.
• Timing. Because every tote is handmade, we will give you an estimated completion date when we confirm your order.

Shipping & Pickup

• Where we ship. We ship within the United States. Local pickup is available in Worcester, Massachusetts — we will arrange the details with you by message.
• Shipping cost. Any shipping cost is confirmed with you before payment.
• Tracking. When your tote ships, we send you the tracking information.
• Address. Please double-check your shipping address. We are not responsible for packages sent to an incorrect address provided by the customer.
• Carrier delays & lost packages. Once a package is with the carrier, delivery times are outside our control. If your package is marked delivered but you can’t find it, or it appears lost, contact us and we will help you file a claim with the carrier.

Returns & Refunds

Every tote is personalized and made to order just for you, so we can’t resell it. For that reason:

• All sales of personalized items are final. We can’t accept returns or exchanges for change of mind, color preference or sizing.
• Cancellations. You can cancel for a full refund before we start making your tote. Once production has started, orders can’t be cancelled.
• Damaged, defective or our mistake? If your tote arrives damaged, has a defect, or doesn’t match the design we confirmed with you (for example, a misspelled name that was spelled correctly in your confirmed order), message us within 7 days of delivery or pickup with photos. We will repair it, remake it, or refund you — whichever is most appropriate.
• Refunds. Approved refunds are issued to your original payment method through Stripe. Your bank or payment provider may take several business days to show the refund.

Privacy Policy

We respect your privacy and only collect what we need to make and deliver your order.

What we collect

• Information you send us: your name, Instagram username, design details (like the name on your tote), and — if we ship to you — your shipping address, email and phone number.
• Payment information is collected and processed by Stripe. We receive confirmation of your payment, but never your full card or bank details.

How we use it

We use your information only to communicate with you about your order, make and deliver your tote, process payments and refunds, and meet legal and tax requirements. We never sell or rent your personal information.

Who we share it with

Only the service providers needed to complete your order: our payment processor (Stripe and, if you choose them, PayPal, Klarna, Afterpay or Affirm), shipping carriers, and Instagram (Meta) when you message us. Our website is hosted by Cloudflare, which may process basic technical data such as your IP address to deliver and secure the site.

Cookies

Our website does not use advertising or analytics tracking cookies. Stripe’s checkout may use cookies necessary for security and fraud prevention.

Your choices

You can ask us to access, correct or delete the personal information we hold about you by messaging us. We keep order records only as long as needed for the purposes above and for tax and accounting obligations.

Children

Our website is not directed to children under 13, and we do not knowingly collect their personal information.

Accessibility

We want everyone to be able to design and order a tote with us. Our website is built to follow the Web Content Accessibility Guidelines (WCAG) 2.1 Level AA as a goal: it supports keyboard navigation, screen-reader labels and image descriptions, readable color contrast, and it respects your device’s “reduce motion” setting.

If anything on the site is hard to use, or you’d like help placing an order another way, message us and we’ll gladly help you personally.

Contact

Questions about an order or these policies? We’re happy to help.