FAQs
ORDERS
How do I place an order?
Shopping at Timo & Violet is simple. Here's how. We invite you to browse through our collection and once you come across an item you like, select the appropriate color and size (if applicable) and click “Add to Cart.” To view the items in your cart, 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 process orders as soon as they come in, so we're unable to make changes once an order is 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.
Do gift cards go on sale ever?
No, gift cards and personalization are always excluded from sale. Also, gift cards and personalized items are always final sale.
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 deliver to P.O. boxes?
Unfortunately we are unable to deliver to P.O. Box addresses at this time.
Do you ship to my country?
We ship internationally! Please contact our care team at care@timoandviolet.com if you have any questions.
How much does shipping cost?
If your cart value is $125 or over, we offer standard shipping FREE via USPS, FedEx or UPS Ground.
If your cart value is under $125, standard shipping via USPS, FedEx or UPS Ground will cost $10.
2-Day Shipping: $50 (If you order before 12pm ET on Monday-Friday, your order will be shipped that day. If the order is placed after 12pm ET, it will be dispatched the next business day.)
Overnight Shipping: $60 (If you order before 12pm ET on Monday-Friday, your order will be shipped that day. If the order is placed after 12pm ET, it will be dispatched the next business day.)
Local Shipping: $15 - We offer same day (if order placed by 12pm ET) or next day local shipping to customers within the 06830 and 06831 zip codes (Greenwich, CT).
RETAIL LOCATIONS
Do you have a studio?
Yes, we do! Come visit and shop our studio and showroom in Greenwich, Connecticut. It’s located at 179 Hamilton Avenue, Greenwich, CT 06830. You’ll see our Timo & Violet sign and floral display on the front door.
What are your showroom hours?
Tuesday – Friday 11am – 4pm / Saturday - By appointment only
Email at care@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 and proof of purchase. Returns must be initiated within 15 days of receiving your order, and all items must be in original condition.
If your item arrived damaged, please reach out to our Care team right away at care@timoandviolet.com.
To start a return, email care@timoandviolet.com and we'll take it from there.
Please note that original shipping costs are non-refundable. Refunds are issued to the original payment method, which may include gift cards if one was used.
Do you offer exchanges?
At this time we are not offering exchanges, so we can get refunds issued to you as quickly as possible. If you'd like a different size, color, or style, we recommend placing a new order right away and returning your original item.
Are returns free?
We want returns to be as easy as possible. For U.S. returns, we provide a prepaid shipping label for a flat fee of $10, deducted from your refund. Prefer to send items back on your own? You're welcome to do that at no charge.
Where do I send my returns?
Please return your item(s) within 15 days to:
Timo & Violet Inc.
179 Hamilton Avenue, 2nd Floor
Greenwich, CT 06830
Please note that return shipping costs are your responsibility unless the item is faulty or damaged. We recommend using a tracked service and keeping your proof of postage until your refund has been processed.
Can I return an item in person?
Yes! If you're in the Greenwich, CT area, you're welcome to bring your return to our studio and showroom at 179 Hamilton Avenue.
Can I return an item that's been personalized?
Personalized items are final sale and cannot be returned, unless the item is defective. Please reach out to our Care team at care@timoandviolet.com with any questions.
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?
For all press and media inquiries, please email partnerships@timoandviolet.com
