FAQs

ORDERS

HOW DO I PLACE AN ORDER?

We strive to make shopping at Timo & Violet easy. We invite you to browse through our collection and once you come across an item you like, simply select the appropriate color and size (if applicable) and click “Add to Cart.” To view the items in your cart, simply click on the small cart icon on the top right corner of our website.

Once you are ready to place your order, select “Check Out” at the bottom right hand side of the cart page to be directed to complete your order. 

WHEN WILL I BE CHARGED FOR MY ORDER?

Orders will be processed — and you will be charged — as soon as they are received and confirmed. Once your order has been confirmed, we will send you an order confirmation email.

CAN I MAKE CHANGES TO MY ORDER ONCE IT HAS BEEN PLACED?

We’re committed to processing orders as soon as they are received. Because of this, we are unable to honor any changes once the order has been placed.

WHEN WILL I RECEIVE CONFIRMATION OF MY ORDER?

Once you place your order, an order confirmation email will be sent to the email address provided at the time of checkout. Please allow a few minutes for this to come through. If you have not received this within an hour, please contact our Care team at care@timoandviolet.com. 

WHAT PAYMENT METHODS DO YOU ACCEPT ONLINE?

We accept multiple payment options including American Express, Visa, Mastercard, Amazon Pay, Apple Pay, Google Pay, Shop Pay, and MetaPay.

DO I NEED AN ACCOUNT TO PLACE AN ORDER?

You are not required to create an account with Timo & Violet in order to be able to place an order with us, however, if you do create an account with us you will be able to keep track of all your orders and follow their statuses.

I’VE FORGOTTEN THE PASSWORD TO MY ACCOUNT, WHAT CAN I DO?

Simply click on the ‘Forgot My Password’ link under the password column and a password regeneration link will be emailed to you.

WHY ARE SOME ITEMS AVAILABLE AS PRE-ORDER?

We offer early access to select items and new collections by allowing customers to reserve an item. Pre-ordered items are not immediately available for shipment. We will provide the best estimated delivery time for the item on its product page. We will update you as soon as your order has shipped, but please note, those dates are subject to change. If an order includes a pre-order item, products will be dispatched as they become available.

 

GIFTING

CAN I INCLUDE A GIFT MESSAGE WITH MY ORDER?

Absolutely! You can enter a gift message during the checkout process, which will then be handwritten on a gift enclosure note card, then placed inside a small envelope, and then tucked under the ribbon on the gift box. 

DO YOU WRAP?

Yes! If you select “Add Gift Box & Personal Note” while you are in your shopping cart, we’ll make sure your item(s) are beautifully wrapped in our signature gift packaging. 

 

SHIPPING

WHEN WILL MY ORDER BE SHIPPED?

We want to get your order to you as quickly as possible! Stock permitting, all orders are dispatched within 24 hours. Items purchased over the weekend or on US bank holidays will be sent out the next business day. Orders placed on Thanksgiving will ship the Monday following the holiday.

HOW WILL YOU SHIP MY ORDER AND HOW CAN I TRACK IT?

All domestic orders are sent using FedEx, UPS or the USPS. Once your order is dispatched, you will receive a shipping confirmation email which will include tracking information.

CAN YOU DELIVERY TO P.O. BOXES?

Unfortunately we are unable to deliver to P.O. Box addresses at this time.

DO YOU SHIP TO MY COUNTRY?

At this time we are only shipping domestically, but we are working hard to expand. If you live outside the U.S. and would like to place an order today, please contact our Care team at care@timoandviolet.com to find out more. We’ll do our best to make it happen!

HOW MUCH DOES SHIPPING COST?

If your cart value is over $100, we offer standard shipping FREE via USPS, FedEx or UPS Ground.

If your cart value is under $100, standard shipping via USPS, FedEx or UPS Ground will cost $10.

2-Day Shipping: $30 (If you order before 12pm on Monday-Friday, your order will be shipped that day. If the order is placed after 12pm, it will be dispatched the next business day.)

Overnight Shipping: $60 (If you order before 12pm on Monday-Friday, your order will be shipped that day. If the order is placed after 12pm, it will be dispatched the next business day.)

Local Shipping: We offer same day (if order placed by 12pm) or next day local shipping to customers within the 06830 and 06831 zip codes (Greenwich, CT).


RETAIL LOCATIONS

DO YOU HAVE A STORE?

Yes, we do! Come visit and shop our showroom in Greenwich, Connecticut. It’s located at 15 East Elm Street, Greenwich, CT 06830. We’re on the ground floor down the alley. You’ll see our Timo & Violet sign and black & white striped awning. 

WHAT ARE YOUR SHOWROOM HOURS?

Tuesday - Friday 11am - 4pm / Saturday - By appointment only (for now)

Email at Hello@timoandviolet.com to make an appointment

 

RETURNS

WHAT IS YOUR RETURN POLICY?

We gladly accept returns of new, unused, unwashed merchandise with original tags attached accompanied by a receipt free of charge. Returns and exchanges must be made within 15 days of receiving your order.

Please note that any damaged product due to fabrication will be considered for exchange.  

To start the return process, please email our Care team at care@timoandviolet.com.  

Shipping costs on the original order are not refundable. Refunds are issued to the original payment method on the order, which may include gift cards if one was used.

DO YOU OFFER EXCHANGES?

At this time we are not offering exchanges, in an effort to get refunds issued as quickly a possible. If you are interested in a different size or color or item, we recommend purchasing the correct item right away and returning your original item.

WHERE DO I SEND MY RETURNS?

Please return your item(s) within 15 days to the following address:

Timo & Violet Inc.

15 East Elm Street, Ground Fl #3

Greenwich, CT 06830

Timo & Violet is not responsible for return delivery costs unless the item is found to be faulty or damaged. Timo & Violet is also not responsible if items are lost during transit. We suggest obtaining a stamped certificate and retaining this as proof of postage until the refund has been credited to your account. We also advise selecting a reliable service with tracking available.

CAN I RETURN AN ITEM IN A STORE?

Yes, if you’re in the Greenwich, CT area, feel free to come into our store at 15 East Elm Street!


PARTNERSHIPS & PRESS

CAN I PARTNER WITH YOU AS AN INFLUENCER?

We would love to learn more and see if there’s the potential to partner. Please email us at partnerships@timoandviolet.com

CAN WE COLLABORATE WITH YOU AS A BRAND?

We love discovering other beautiful, sustainable brands and sharing them with our customers. We also love collaborations. Please email us at partnerships@timoandviolet.com

WHERE CAN I DIRECT MY PR INQUIRY?

Thank you for thinking of Timo & Violet!  Please email us at partnerships@timoandviolet.com