We've got answers to your questions!



Do you create custom boxes?

That's what we love the MOST! We'll work with you to customize the gift box, packaging, and the products!  Email us to chat.

I need help with my order. Who do I contact?

No worries at all! Give us a call at 416-518-0432, use the chat button for real time help or email us at hello@shopsilkandtwine.com. We're always here to help!

Do you include a card with the gift box?

We sure do! All gift boxes include our handwritten logo notecard card. Upon selection of your gift box, you can include your message at checkout or leave the note card black if you'd prefer to fill it out yourself.

Do you carry alcoholic beverages in the shop?

We currently do not offer alcoholic beverages in the shop. 

Will there be any receipts or pricing in the gift box?

We never include any receipts or pricing on the products included inside the gift box.

How do I cancel my order?

Unfortunately, we do not accept order cancellations. If you want to make any substitutions or changes, get in touch and we'll help in any way we can!

Can I ship to multiple addresses in one checkout process?

We're happy to offer the multiple address shipment option! Long gone are the days of checking out each box separetely. Simply select the 'Ship to Multiple Addresses' option and follow the steps. If you need any help at all, use the chat option on the side of the screen to connect with us.

Can I add an item to a pre-curated gift box?

Absolutely! Add the pre-curated box of your choice to the cart, head to the build your own page, select the item you wish to add. We will be sure to include it in your gift box.


Do you offer local delivery or pick-up?

If your delivery address is within a 42km radius from us, you will qualify for next-day local delivery for a flat-fee of $10, free delivery after $150. 

We do offer pick-up from our studio, located in Maple, ON. Select the Pick-up option at check-out and we will arrange a time for you to swing by and grab your order.

How much is shipping and how long will it take?

We use carriers such as Canada Post, Purolator, and Fedex to ship throughout Canada, for a flat-rate shipping cost of $10 or free after $150. Your package will be shipped with a tracking number and should arrive in 2-10 business days. 

My tracking isn't updating but my gift has shipped. What's going on?

Not to worry! If you have received a shipment confirmation email from us, your package is on the way. Sometimes shipping carriers experience system delays and if this is the case, give the system 24 hours to update. Still feel uneasy? Send us an email and we'll provide you with the information on our end!

How long after I place my order will it ship?

Our processing times are usually 1-2 days. We strive our best to get your gift out the door as soon as possible! If there are any delays for any reason, we will always be in touch.

Do you ship internationally?

Not currently. However, we have a network of amazing Gift Box Companies across the world so if you need any suggestions, we're happy to guide you in the right direction!

Why don't you offer shipping to the US?

We're working on it! We want to be able to offer the best shipping rates and times before we commit to shipping to the US. There are quiet a bit of FDA restrictions when shipping parcels over the border so bear with us while we figure this next step out.

My order is delayed. What can I do?

Once your gift box is shipped, any delays due to weather, shipping carrier issue, etc. are out of our control. Please be patient, especially during COVID-19, as shipping delays are a worldwide issue. If you still feel uneasy and have questions, contact us and we'll help look into the delay for you.

Do you offer free shipping?

As you may be aware, shipping costs are expensive in Canada and with the rise in material costs, it's hard to truly offer free shipping. As a small business, we don't want to reduce the quality of our products or customer service and we strive to offer the best of the best. However, we do understand the value free shipping presents our clients and are happy to offer free shipping on all orders above $150.


What is your refund policy?

We aim to ensure your gift arrives looking great and exactly how it was intended. If you are unsatisfied with your purchase, contact us within 7 days of delivery and we will do our best to resolve the issue. Due to the handmade nature of each gift, all sales are final.

Something arrived broken. Can I get my money back?

Oh no! We're sorry to hear something was damaged in transit. Everything that leaves our studio is in perfect condition and sometime shipping carriers are not the most careful (even with the 'FRAGILE' sticker on the box) so your understanding is appreciated. We will gladly offer a solution, ie. shipping out a substitute product.

Do you have any discount codes or sales?

Being a small business and striving to offer high-quality, desirable products, it's difficult to run sales on a consistent basis. We do have an annual Black Friday Sale, which our clients appreciate and helps them get a head start on their Holiday shopping.

If you join our email list, you'll get notified of any exclusive offers and be the first to know of any sale.


How do you source your products?

We spend A LOT of time researching, sourcing, and curating our product line-up to ensure we are always offering the best products on the market. 

Most of the small businesses we work with are women owned and Canadian. Though we do love our American brands as well! We mostly offer natural, organic, and small batch products. We are 100% certain your recepient will absolutely love all of them.

Are your gift boxes carried in stores?

You can find us at various pop-ups throughout the year in Toronto. Bomou Artisanal Bakery carries our limited edition boxes throughout the holiday season. We keep our email subscribers in the know on where they can find us next!

How can I get my products considered to be a part of your gift boxes?

We always enjoy connecting with new brands and finding unique products to include in our boxes. Our style is very curated and artisanal so we look for products that will compliment our aesthetic.

Here is some important information to include in your reach out email:

-Information about your products and brand

-Wholesale Package

-Shelf-life information

-Contact information

We do our best to get back to every inquiry and if we put your products into consideration, we'll be in touch for sample information and go from there.