Are you a bank?
Twig is not a bank, the Twig account is an e-money account provided by PayrNet Ltd (eMoney licence 900594) which is an Authorised Electronic Money Institution authorised by the Financial Conduct Authority. PayrNet holds an amount equivalent to the money in Twig accounts in a safeguarded account which gives customers protection against PayrNet insolvency.
How do I open a Twig account?
Download our app on the App Store or Google Play, once you open the app, there will be an easy and guided process for you to register to Twig.
What is Twig?
Twig is the new generation of circular economy finance. Twig allows you to offload unwanted items for instant cash, which you can enjoy with your free Twig Visa Debit Card.
Who can use Twig?
UK residents over the age of 18 are welcome to join Twig. Although we also are planning to expand to more countries in the future.
Why should I use Twig?
By using Twig you will enter the new generation of circular economy finance. You can adopt a sustainable lifestyle which can also help you unlock wealth in your home. Our app currently has a range of services you can implement into your day, from offloading your unwanted items and getting instant cash, to offsetting your carbon and planting trees. We are always working on making the app better for you and adding more exciting features.
Can I deposit cash on my Twig card?
No, we do not accept cash deposits, but we welcome and encourange bank transfers/electronic payments.
Can I withdraw cash from my Twig card?
Yes you can, through an ATM.
Is there a cash limit I can withdraw from an ATM?
Yes, the maximum you can withdraw from an ATM is £250, in one transaction.
How do I verify my account?
Your account will be verified on the app through a few quick and easy steps.Twig uses Onfido to verify your identity.
What is KYC?
KYC is an abbreviation of 'Know Your Customer'. This phrase refers to a verification process that we must take to confirm that our users are who they say they are
Will I get a physical card?
Yes you will, your Twig Visa Debit Card will arrive in the post after you satisfactorily complete KYC
Can I deposit paper cheques on my Twig card?
Unfortunately, you will not be able to deposit paper cheques in your Twig Visa Debit Card.
When will I get a phyiscal Visa Debit Card?
Your Twig Visa Debit Card will arrive in the post once KYC is completed, which should take up to 5 working days.
Is there a monthly fee/ Are there any fees for having an account?
There is no fee for our Twig account. However, if you select our premium or other services they may be a fee payable under the terms of those services.
Do I need to be a British resident to have a Twig account?
Currently, you do need to be a UK resident to have an account with Twig but we are hoping to launch internationally in the future.
How old do I need to be to open an account with Twig?
You need to be 18 or over, to use Twig.
Can I use my card abroad?
Yes, you can use your Visa Debit Card internationally, where ever VISA is accepted.
What is in the pipeline for Twig?
We are constantly looking to expand our offering and will be updating you as we evolve our services.
Is there a shipping fee for my Twig Visa Debit Card?
We will ship your Twig Visa Debit Card for free.
Will opening an account impact my credit score?
Your credit score will not be impacted by Twig undertaking KYC procedures to open you account. We use Onfido to undertake these services. For more info, please click here: https://support.onfido.com/hc/en-us/articles/360000628874-Does-an-Identity-Record-Check-affect-an-applicant-s-credit-rating-
What is a Twigtag?
Twigtag is a unique identifier for Twig users.
Is my money safe with Twig?
The Twig account is an e-money account provided by PayrNet Ltd (eMoney licence 900594) which is an Authorised Electronic Money Institution authorised by the Financial Conduct Authority. PayrNet holds an amount equivalent to the money in Twig accounts in a safeguarded account.Funds in a Twig account are NOT protected by the Financial Services Compensation Scheme (FCS), the UK’s deposit guarantee scheme. Please see the attached link https://www.fca.org.uk/consumers/using-payment-service-providers to help you understand the differences bewteen and e-money account and a bank account, the protections provided in each case and what to do if FSCS protection is important to you.
What happens if my account gets hacked?
If you think your account has been hacked, please let us know at email@example.com. We will get back to you as soon as we can to resolve the issue.
What happens if I use my card on a scam website?
If you think you have used your account on a scam website, please let us know at firstname.lastname@example.org. We will get back to you as soon as we can to resolve the issue.
How can I report fraud?
You can report fraud by emailing us at email@example.com where we can address your report and try to solve it as soon as possible
Is my data safe with Twig?
Yes, your data is safe with Twig and you will be asked before sharing any of your data with third parties.
Who will my data be shared with?
Will I be charged any fees per transaction?
There are no fees for spending with your Twig card and all transactions within the Twig ecosystem are free. Otherwise a fee of £1 is charged for payments to accounts with UK banks and financial institutions.
Can I send money to my family/friends?
Yes, you can send money to anyone within the Twig ecosystem as well as people outside of it.
How can I send money to my family/friends?
To transfer money to anyone within the Twig ecosystem, only a mobile number is neccessary. If you would like to transfer to anyone out of the Twig ecosystem, you will need their bank details.
Do people I send money to need to have a Twig account?
They do not, but you will save money on transaction fees if they do have account. You can invite your friends/family to join Twig with this link: xxx
Can non Twig users send me money?
They can, you can also invite them to join Twig through this link:
How can I receive money from my family/friends?
Whether it is through a third party banking app or through Twig, you will receive a notification whenever someone transfers you any money
Will I get charged for transferring money between bank cards?
You will not be charged to deposit money from a third party account, to your Twig account. Although, you will be charged a fee of £1 for transferring money from your Twig account to a third party account.
Can I deposit money on my Twig card from another bank?
Yes, you can. This can be done on the transaction section in the app.
Why has my transaction been declined?
The majority of the time, the reason a transaction declined is because the card has insufficient funds. To proceed with the transaction, please deposit sufficient funds into your Twig Visa Debit Card. If the transaction is still declined please contact us at firstname.lastname@example.org
Can I send money to an international bank account?
At the moment, this feature is unavailable, although it is something we are working on and will be able to provide in the future.
What is the maximum amount I can send via bank transfer?
The limit is currently £500.
What is cashing out?
There are no fees for spending with your Twig card and all transactions within the Twig ecosystem are free. Otherwise a fee of £1 is charged for payments to accounts with UK banks and financial institutions.
How do I cash out?
Getting instant cash for your unwanted items is simple. After verifying your Twig account, tap to add a new item. This will take you through a quick, guided process where a cash out value will be presented for your item. Once accepted, the amount will be either deposited instantly into your Twig Visa Debit Card or will be deposited once it arrives in our warehouse. The two options depend on whether you add a third party card to the app or not, prior to this.
What is the pending transaction in my 3rd party account?
A pending transaction is a holding deposit equivalent to your cash out value. It is held until your items are received by us and satisfactorily pass our quality control. If the items sucessfully pass quality control, we release the holding deposit. Should the item not be received or not pass quality control we shall debit your account with the holding deposit and return the item(s) to you in accordance with the terms and conditions. (insert link to T&C's)
Why do I need to link a third party payment card to my Twig app?
You need a third party payment card linked to your Twig account if you would like to be paid instantly for your unwanted items. If you don't, adding a third party card is not necessary.
When will I get paid for my items?
There are 2 ways to get paid by Twig. Option one is instant, this can occur if you have a third party payment card attached to the Twig app. Option one means deposit the value of your items into your Twig card instantly after you cash out. The second option is after your items have passed our quality assurance tests in the warehouse, which will be the case if you have not added a third party payment card to your Twig app.
Where does the money from my cash out go?
This will be credited to your Twig Visa Debit Card for you to spend as you wish.
What is the total balance number shown in the app?
The total balance number shown in the app is the value of your wardrobe plus your cash value.
Why do you take a holding deposit against my 3rd party payment card?
We take a holding deposit which is instantly returned to your third party payment card once your items are received and sucessfully pass our quality assurance. If they do not and you have sent us items that differ from your pictures and description, we will have to keep this value to cover our costs. You will however alrerady have funds on your Twig account that you can use.
How do you come up with the valuation?
Twig arrives at a valuation of items using our database of prices on items in the primary and secondary markets. We evaluate the highest and lowest prices to give our users our best possible valuation.
How do I make sure your item doesn't get rejected?
To make sure your item does not get rejected, please read our in app guide (link to it) The key takeaways are to make sure your items are photographed with good lighting and a clear background and make sure that you provide an accurate description of your item and its condition.
Why don't you currently accept my items?
If your items aren't accepted, it could mean that the brand your items are from aren't on our app. They may be added in our next update, but let us know if they are something you would like to see.
Can I suggest brands and items to include?
We are constantly improving our app for you, therefore if you have any suggestions we are always willing to listen, please send us an email at xxxxx
How do you come up with what brands to have on the app?
After extensive research, the brands we handpicked are the most popular brands on secondary resale marketplaces. We will regularly update this list so please watch this space.
Is there a maximum amount of items I can cash out?
At the moment, each user can only cash out 3 items. Please see premium subscriptions for further details on how to access more cash outs.
Is there a maximum value on cash out?
The maximum value of a cash out is £1,200, this can either be of one item or a combination of a maximum of three items.
Do I have to connect a third party payment card to my Twig app?
No, you do not have to. You only have to add a third party payment card if you can would like to receive instant cash to your Twig Visa Debit Card. If you do not add a third party card to Twig, you will receive the value for your items after they pass our quality assurance at our warehouse. This could take up to 5 working days.
What is a third party payment card?
A third party payment card is any other banking card that is not your Twig Visa Debit Card. This can be your main banking card or another subsidary one.
Why has my bank account been debited before they have even arrived with you?
We do not debit your card unless your item/items fail our quality assurance. Twig will take a holding deposit which is instantly returned to your third party payment card once your items are received and sucessfully pass our quality assurance. Some banks incorrectly debit your account rather than showing a pre authorisation or pending payment. If this happens please contact us and we shall rectify the matter. This may mean that we do not credit your Twig account immediately with your sales proceeeds.
What are the benefits of cashing out?
1. You will get instant cash for unwanted items. 2. You will free up space in your home. 3. You will enter your items into the circular economy. 4. You have no waiting time to sell your items. 5. There are no shipping costs when selling to Twig. 6. Twig will carbon offset your delivery on your behalf.
Where do my items go after I ship them off?
Your items go to our warehouse, the address is: Twig, Synergy Retail Logistics, Ravens Way, Northampton, NN3 9UD
What do you do with my items after you receive them?
Once we receive your items, they will go through our quality assurance system. Here we will check if they reach our standards in terms of quality, cleanliness, authenticity and so on... if they do we then put them into the secondary market.
What is upcycling?
Upcycling is modification a process where an item is creatively reused often to give it a second or longer life.
What do you do with items that don't sell?
We either upcycle the items or we donate them to our chosen charities. Our aim is to reduce landfill, where the Earth comes before our profits, therefore we will always find an alternative to throwing items away.
Why do you donate items?
We donate items in order to prevent adding to waste and landfill. This costs us money but we are commited to making a positive impact to the environment and preventing climate change.
Who do you donate items to?
We donate unsold items to our main charity of choice, Oxfam and we have a longer list of other charities which we will also contribute to in due course.
Will Twig accept some of my items for recycling?
This is not a service we currently offer, but it is on our roadmap of something we may include in the future.
Is there a shipping fee for my items?
No, Twig covers the cost of your tracked 24 Royal Mail shipping. We also fund offsetting the carbon emissions for your packages.
Will you return my items if you do not accept them?
Yes, we will contact you via email if your items do not pass our quality assurance or if we do not accept the item in general. This item/items will then be returned to you.
Will I be charged if you do not accept my item/items?
You will only be charged for the shipping costs of returning your item to you from our warehouse. This will be a £2.80 fee which will be debited from your Twig Visa Debit card.
What happens to my holding deposit if you reject my item/items?
If you have a third party card on Twig, we will hold a deposit for your items until they pass quality assurance. If they do not pass, we will debit that holding deposit from your third party card.
What is carbon offsetting?
Carbon offsetting allows you to compensate for your carbon dioxide emissions by aiding the funding of projects that reduce or eliminate emissions. To offset your carbon footprint, you can purchase carbon credits with us through a monthly subscription. These credits will be invested into projects that are accredited by internationally acknowledged standards such as the Gold Standard and the Verified Carbon Standard.
Will carbon offsetting solve the climate crisis?
Offsetting your carbon will not solve the entire climate crisis, but it is a key contributor to having a positive impact that mitigates and reduces the factors that are contributing to the climate crisis. However, the offsetting through carbon reduction projects should occur in combination with a lifestyle of conscious decisions to reduce your footprint even further. This may include recycling and reusing more, consuming in a more conscious manner, from buying less to sourcing your food from local suppliers, as well as switching to less polluting modes of transport.
Why is Twig, a financial services company, offering carbon offsetting?
Twig is a financial services company based on sustainability and circular economy principles. We want to encourage our consumers to adopt a sustainable lifestyle, and make a positive impact as a business. Thus, we have offset the emissions of our business and joined the global mission of reducing carbon emissions to reach Net Zero by 2050. Reaching net zero means that for any carbon emitted, the corresponding amount is being absorbed from the atmosphere. This will be necessary for limiting global warming by 1.5 degrees, as outlined in the Paris Agreement. To contribute to reaching this goal, our carbon offsetting services serve as a platform for our consumers and us to achieve a collective positive impact together, all at the tap of a button.
How does Twig select its carbon offsetting projects?
The carbon reduction projects selected by Twig are independently accredited projects that reduce or eliminate carbon emissions. These internationally acknowledged projects have been chosen in partnership with Carbonfund - Carbonfree® Small Business Program - and verified by the Gold Standard or the Verified Carbon Standard. Projects we support may vary with time, as we continuously aim to provide projects that best tackle aspects of your carbon footprint. We will keep you informed of these changes as we implement them.
Can the monthly price change?
The Twig carbon offsetting monthly subscription price will not change from £4.99 within the first year of launch.
How can I cancel my offsetting plan?
You can cancel your carbon offsetting subscription with us by contacting our Customer Support Team at email@example.com. To find out more about our cancellation policy, please check our Carbon Offsetting T&Cs.
What is the UK citizen’s average carbon footprint based on?
The average UK citizen’s carbon footprint is based on the WWF estimate of 10.51 tonnes per year, composed from extensive data, including figures from the Office of National Statistics, the Eora MIRA database and Defra. These calculations have been confirmed by professors Thomas Wiedmann and John Barrett, experts in environmental footprint analysis and accounting for consumption-based emissions.
Which data was used for the other impact figures (ice & trees)?
The statistics outlining how much ice you prevented from melting and how many trees you have planted by offsetting your emissions are included in our app, putting your carbon offset into a perspective that is relatable. How do we get to these numbers? Our calculations for the ice prevented from melting are based on the 2016 Science Magazine research paper, investigating arctic sea-ice loss due to Carbon dioxide emissions. The findings show a linear relationship implying that for every metric tonne of carbon dioxide emitted into the atmosphere, 3 ± 0.3 square meters of Arctic sea ice is lost. For our estimate on tree seedlings planted, we use the EPA’s Greenhouse Gas Equivalencies Calculator, which indicates that the average monthly footprint of a UK citizen is equal to 14.5 tree seedlings being grown for 10 years.
How much of my money goes into climate projects?
70% of your carbon offset subscription goes towards the carbon reduction projects. Up to 30% may be taken off as a margin to cover a variety of factors related to operating costs including, but not limited to, the transaction and processing costs, licenses, and development costs. These costs support our effort to amplify our impact, and keep improving our services for you.
Are you also offsetting shipments?
Yes, Twig is offsetting all shipments independently from the Twig carbon offsetting subscription, by investing in projects that positively impact the environment. This is key for our journey to carbon neutrality, during which we have offset all our business emissions, and want to empower you to do the same. For this, we offset all shipments, including the carbon emitted when sending the Twig Visa debit card to you, as well as every parcel you send to us. Find out more about how it works and why this is important here.
Is carbon offsetting effective?
Yes, research conducted by the UK government and the Environment Agency, which can be found here, shows that carbon offsetting is an effective way to reduce and remove carbon emissions. It further demonstrates the significance of carbon offsetting activities in reaching the Net Zero targets set for 2030 and 2050. This report also underpins the effectiveness of our approach, in which we invest in a variety of carbon reduction projects.
What items do we currently buy
Twig currently buys mens' and women's clothes. We have plans to expand our categories of purchase in the future, so please watch this space and do not add them to the landfill. The categories which we accept at the moment for both genders are: Sunglasses, Backpacks, Handbags, Dresses, Hoodies & Sweatshirts, Jackets & Coats, Jeans, Shorts, Skirts, Sweaters, Cardigans & Knitwear, T-Shirts, Shirts & Tops, Trousers / Pants, Boots, Flats, Lace-ups, Espadrilles & Loafers, Heels & Pumps, Slippers & Sandals, Trainers / Sneakers.
What items do you not buy
We do not buy: Samples Prescription sunglasses/glasses, Sport specific glasses - eg ski googles, swimming googles, Gym bags, Cases, Belt bags, Pouches, Toiletry bags, Bags with drawstrings, Tote bags, Bag accessories, Makeup bags, Bags greater than 50cm in size, Beach and straw bags, Clutches, Undergarments, Stretch products, Shapewear, Activewear (no gym leggings/sports bras) , Waistcoats, Gilets, Kimonos, Robes, Capes , House slippers, bathing shoes/slippers, Shoes for specific sports (e.g. ballet shoes, gym slippers, cycling shoes, football shoes with cleats, golfing shoes), shoes with spikes or studs , Non-denim products, Jean shorts, Nightwear, Pyjamas, Hosiery/tights/stockings, Ties/Bowties , Luggages/suitcases/cabin bags.