Returns & Refunds

Returns Policy

We hope you’ll love your Twiin.store purchase. But if there is something you’ve changed your mind about, you’re welcome to return it within 14 days of receiving your goods.

UK returns are free.

In order to return your purchase please ensure all the original tags are attached and the product comes back to us unworn, unwashed, unaltered and free of any damages, just as we shipped it to you.

Intimate apparel and swimwear (including but not limited to lingerie, swimsuits and bikini bottoms) should be tried on over underwear and must be returned with the original hygienic protective strip still intact.

Accessories (including but not limited to jewellery, bags, and shoes) must be returned with the original branded dust bag and box (where provided) as these are considered part of the product. Please place the box inside a shipping box in order to prevent damage during shipping.

Skincare, cosmetics and haircare must be returned unused, unopened and in their original packaging. Please note that fragrance, nail polish, candles and aerosols are final sale and cannot be returned due to transport restrictions.

Faulty Item

It is our aim that every item arrives in perfect condition and we hope you’re always thrilled. If you do receive an item in a flawed or damaged condition, or if it doesn’t quite match the description on site, please advise Customer Service as soon as possible, and certainly within 30 days and  we will arrange a return and process a full refund for the defective item. 

Colours

We have made every effort to display the colours of our products that appear on twiin.store as accurately as possible. However as computer monitors, tablets and mobile devices vary we cannot guarantee that your monitor's display of colour will be 100% accurate.

 

Twiin reserves the right to reject returns which do not comply with our return policy. Returns that do not respect our policy may be sent back to the original shipping address at our discretion. A fee of 20% of the original cost will be applied to any items returned to us with damaged or missing packaging.

 

How to Initiate a Return

Should you need to return your purchase, you have 14 days from the day you received your parcel to arrange an exchange or return.

We ask that you first request a return by emailing us at customerservice@twiin.store. Please include your name and order number in the email. You will have a return sticker in your parcel which you can use to send the parcel back to us via Royal Mail. The original packaging will have a second adhesive strip that you can use to repackage and send back to us. 

International returns are arranged by the customer and paid for at your own cost. UK returns are free.

Our customer service team will be in contact with you as soon as we receive your item to let you know the status of your return. Your refund will be completed via the original payment method, excluding the delivery costs.

Alternatively if you’re in London you can return or exchange your item in person at our Twiin store (Unit 96 Coals Drops Yard, London N1C 4DQ.) If you choose to return a purchase bought online to our store, you will receive your refund to the original payment method. Note that this is an automatic process and we cannot refund onto any payment card instore. 

We prefer your return is done via our own service so that the item(s) are protected and insured. However you can return your purchase using any secure means, but note we will not accept liability. Please let customerservice@twiin.store know if you intend to do this and send the merchandise to the following address:

 

Twiin

Unit 96 Coal Drops Yard

London

N1C 4DQ

 

If you don’t hear from us within 10 days of shipping back the item, be sure to contact us at customerservice@twiin.store