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Returns and Refunds

RETURNS AND REFUNDS
You can return an item within 14 days from delivery at no additional cost by using the pre-paid label included in your order package.
For reasons related to customs, goods cannot be returned from a different country from that to which they were delivered .
The right to cancel the purchase can only be exercised by the purchaser and under no circumstance by the person receiving the item as a gift.
The right to cancel is subject to the product being returned in good state: any used, dirty or damaged item, without labels, stickers and packaging material will not be refunded.

HOW THE REFUND WORKS
The returned item is delivered to our trusted logistics partners and our staff verifies the item as quickly as possible: once the returned item is approved, you will be notified by email.
While always compliant with your statutory rights, the method and timing of your refund may vary depending on the payment method chosen at the time of purchase:
- if you paid by credit card (including disposable and/or virtual cards) or PayPal, we will issue your refund by reversing the original payment within approximately 7 working days from the date the returned item was received (the refund will appear on your credit card statement within 5-6 working days, based on the contract with the credit card issuer).
- if you used a credit card to pay for your order and this has expired in the meantime, we will not be able to issue an automatic refund: after completing the returns form, please send an email to weborders@twinset.com to agree upon the most appropriate refund method .

HOW TO RETURN AN ITEM
To return an item, go to your Profile, select My Orders, click on Details and then on the Return button.
Indicate which items you want to return, selecting the quantity and the reason for returning. Finally, click Confirm.

Remember that the articles must be returned undamaged and in the same condition in which they were received, along with the tags showing the barcode and every other seal that arrived with the product.

Please note that we do not offer substitutions at the moment.
You can still return an item (getting a refund) and make a new purchase (you do not need to wait for your refund to make a new order). 

HOW TO BOOK YOUR FREE PICK UP SERVICE FOR THE RETURN
In order to book your free courier pick up service you will need the UPS label we sent inside the parcel with your order.

Please contact the courier on 0845 7-877 877 to book your pick up, stating that you have a pre-paid label for a return.

All you will need to do is stick the prepaid label over the original one, wait for the courier to pick up and make sure that the returned item is shipped with the new shipping number indicated on the pre-paid label. 

You also have the option of bringing the item you want to return to an authorized drop off point (you will find the point nearest to you on the UPS website, under "Find a drop off location"); also in this case you will need to stick the prepaid label over the original label.