Terms of sale
The agreement between us when you commission a keepsake, in plain words.
What you are buying
Twinnie makes custom keepsakes of your pet by hand, from the photos you send. Every piece is made to order for one specific pet. All prices on this site are in Australian dollars.
When you place an order you are commissioning a handmade piece. We confirm your artwork with you before we make it, and you approve the final preview before it ships.
Handmade takes time
Our timelines are honest estimates, not guarantees to the day. The standard studio pace is about six weeks plus ten to twelve days of tracked shipping, and the Express upgrade shortens the studio time to about four weeks. If something will meaningfully delay your order, we will tell you.
Covered in plain words
Cancellations, refunds, order changes and transit damage are covered on our Refunds and changes page. The honest limits of handmade work are described on our Made by hands page. Both form part of these terms.
Nothing in these terms removes your rights under the Australian Consumer Law. Our keepsakes come with guarantees that cannot be excluded, and if we get something wrong you are entitled to the remedies the law provides.
Your pet, your photos
You confirm the photos you send are yours to share. You give us permission to use them to create your artwork and keepsake. We only use them in marketing if you separately say yes.
Short and sensible
These terms are governed by the laws of Victoria, Australia. If any part of these terms turns out to be unenforceable, the rest still stands.
Questions about these terms: hello@twinnie.com.au. Last updated September 2026.