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Shipments

SHIPMENTS
Our parcels are generally delivered by DHL Express within 3 working days from when the courier receives the package.
For remote areas, 5 working days may be needed.
To find out specific delivery times in your area, visit the DHL website and follow the links to delivery times for business customers by selecting “Express” as shipping mode. The service we use is DHL Economy Select, truck mode.

Orders are processed Monday to Friday and usually dispatched by the next working day, after payment confirmation.
All payments are subject to random controls by the payment platforms: until these checks are completed, the payments will be temporarily suspended and we cannot proceed with the order.

Deliveries may take longer around the following public holiday dates: 1 January, 6 January, Easter and Easter Monday, 25 April, 1 May, 2 June, week of 15 August, 1 November, 8 December, week of 25 December, 31 December. 

As soon as your order is given to the courier, you will receive an email with the tracking number: by clicking on the link provided, you will be redirected to the DHL website and will be able to view the status of your shipment.

You can also monitor your delivery status in My Profile>Order Status, by clicking on Details and Delivery code.
The courier does not deliver on Saturdays and Sundays.
If you are not home to receive the parcel, the courier will leave a note near your buzzer or postbox, with the details you need to book a new delivery or collect at the authorized service center nearest to you. For a current list of DHL service points, visit the DHL website.

We advise you to regularly monitor the status of your delivery, as you may not immediately see the attempted delivery slip if you were absent, or the courier may not be able to deliver for other reasons.

 

 

Returns and Refunds

RETURNS AND REFUNDS
You can return an item within 14 days from delivery by using the pre-paid label included in your order package.

Return the items in the same state 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 or PayPal, we will issue your refund by reversing the original payment within 7 working days from the date the returned item was delivered (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 pre-paid card for your purchase, or if your credit card is about to expire, we will not be able to issue an automatic refund: after completing the returns form, please send an email to weborders@twinset.com indicating your preferred refund method (bank transfer or PayPal).
- if you paid by Sofort, we will issue your refund within 7 working days from the date the item was returned.
- if you have paid using iDEAL, we will issue a refund within 7 working days from the date on which the returned goods are delivered.

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
To book our free collection service, you will need the DHL Express label you received with your order, inside the parcel.
Please contact the courier on [31 88 0552 000] to book your collection time, stating that you have a prepaid return label.

All you need to do now is remove the original shipping label from the parcel and attach the new prepaid return label, wait for the courier to pick up your parcel, and ensure that the item is shipped with the same shipping number printed on the prepaid return label.

If you prefer, you can return the item at an authorized service center. For a current list of DHL service points, visit the DHL website.
In this case too, you will need to replace the original shipping label with the prepaid label we sent you.

Payments

Faq & Help

In what Countries is it possible to buy on-line?
We are currently delivering to the following countries:
Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Russian Federation, Finland, France (except for overseas departments: Guadeloupe, Martinique, French Guyana, Réunion, Mayotte), Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, Netherlands, Poland, Portugal (except for the Azores, an autonomous community with fiscal benefits), Principality of Monaco, Republic of San Marino, Rumania, Slovakia, Slovenia, Spain, Canary Islands, Sweden, Switzerland, United Kingdom and United State. The currency used in all EU member countries is the Euro (EUR), with the exception of the United Kingdom, where the Pound Sterling (GPB) is used, Russia, where the Ruble (RUB) is used and in the United States we use the Dollar (USD).

Do I need to register to place an order?
Yes, registration allows you to complete purchases on our Shop Online and allows you to use different services: for example, you can track the shipment of your order, request the free return service, check your past orders, book items, receive information about promotions, etc.

How can I know if my order has been successful?
First of all, you can check if the order is present in the Order Summaery section, by logging in to My Profile.
After completing the order, you will also receive a confirmation via email.

Can I change my order?
Yes, if you have not yet made payment, you can change your order by accessing your cart.

Can I add an item to an existing order?
No, unfortunately it is not possible to change or add to an order after payment has been made.

Can I order by phone?
Yes, if you wish we can contact you by phone and guide you through the ordering process.
Visit our website and send us a message using the Contacts form, selecting "Shop Online" and indicating in your message that you need telephone assistance for ordering.
Please remember to include your phone number in the Telephone field.

How can I find the right size for me?
Check our Size chart to identify the size that is right for you.
You can also see the Size chart on the page describing each item.
The sizes listed on the website are ITALIAN, but corresponding European sizes are provided in the conversion chart to help you choose the right size.
Sizes reflect body measurements, not clothing sizes.

How do bookings work?
Items that can be booked are articles that are currently out of stock and that are expected to be available at a later time.
By booking an item, you will be informed via email if the item is available at a later time. Subscribing to this service does not bind you to purchase.
Booking is not possible with items from the Outlet section.

What is the purpose of the Wish List?
You can use the Wish List to save your favorite items.
The availability of the items saved on the Wish Listcan vary: this means that using this function does not guarantee you will be able to purchase the item at a later time.

Is it possible to invoice my Company?
On-line purchases are reserved exclusively for private users. For this reason we cannot invoice Companies.

What are the payment methods allowed?
Payments are possible by credit card (Visa, Visa Electron, Mastercard, American Express), PayPal and Bank Transfer (Sofort and IDEAL).
At the moment, we do not accept payments in Cash on delivery.

Is it safe to pay by credit card on the website?
Yes, it is. The whole procedure takes place (both for credit card and bank transfer) via secure connection directly to the bank provider of the on-line payment service, and the data is transmitted in encrypted form using SSL. This protocol ensures a secure data transmission and protection against decoding and/or infringement of any confidential information.
If you have a credit card, you can choose to save your card details, which will be collected by TWINSET in encrypted form and transmitted to Banca Sella S.p.A., the company responsible for remote electronic payments.
Banca Sella S.p.A. will store and use the aforementioned data autonomously, employing the highest level of security, with the sole purpose of fulfilling your purchases on our website www.twinset.com.
If, on the other hand, you have a credit card active on a PayPal account, you can save an identification code, which will avoid you having to insert your details for future payments; these details provided by you will also be collected by TWINSET in encrypted form and transmitted to PayPal. PayPal will store and use the aforementioned data autonomously, employing the highest level of security, with the sole purpose of fulfilling your purchases on our website www.twinset.com.

Why is my credit card payment not successful?
Payment may not be authorized for the following reasons:
- the credit card has expired;
- the credit limit has been reached: check with your bank if you have reached the maximum amount allowed by the credit card to make purchases;
- some wrong data has been input: make sure you have filled in all the required fields correctly.

How much are shipping costs?
Shipping is always free of charge.

Can I have my order sent to an address other than my home address?
Yes, during the completion of the order, you can specify a second address (shipping address) where you wish your purchases to be delivered.
Please note that the country of delivery must be the same as the country of registration.
Always indicate the street number to complete the address and the name that is written on the bell: this will facilitate the delivery process.

When will I receive my order?
To view all the information about shipments click here.
Our parcels are delivered by DHL Express within 3 working days from the time the courier is booked.

How can I track the shipment of my order?
As soon as your order is given to the courier you will receive an email with the tracking number: by clicking on the link, you will be redirected to the DHL Express website where you can track your shipment.
You will also be able to check your delivery progress at any time in My Profile - Order status: by clicking on Details, you will find the "track your delivery" button. My Profile is only visible after Login.

What should I do if I get a wrong item?
If by mistake you get an item that you did not order, please send an email to customer.care@twinset.com specifying the order number and the code of the item you received.
We will get back to you with all the necessary information to solve the problem.

How do returns work?
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.
To find out how to return an item click here.
The returned item is delivered to our logistics partner who will perform the required checks: once the returned item is approved, you will be notified by email, and your refund will be issued within a few days.

Can I exchange an item?
We do not offer this service, at the moment.
However, you can return an item, get a refund, and make a new order.
It is not necessary to wait for the refund to make a new order.

How do refunds work?
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.
To find out how to obtain a refund click here.

I forgot my password: how can I retrieve it?
After Login click on “Forgotten Password?”.
Enter your email address and click on Send. You will receive a new password at your email address and you can change this at any time.

Are my personal details kept confidential?
Yes, your personal details will be processed for us to comply with tax obligations and for purposes related to our business.
For further details, see article on Privacy Policy.

Can I change my personal details?
Yes, to change your personal details, Login and access your profile: click on Settings.
Update your details.

How can I stop receiving newsletters?
You can fully manage your subscription to our services.
To unsubscribe from the newsletter, Login, access your Profile and click on Settings.
Click on CHANGE, untick the newsletters you no longer wish to receive, and click on SAVE.

How can I delete my account permanently?
To delete your account click here.
Please note that deleting your account you will lose any discounts/bonuses accrued.

How does the Happy Birthday discount work?
The "Happy Birthday" discount is valid for online purchases on www.twinset.com, on articles from the current collection (Outlet excluded) and for a single purchase only.
The discount will be automatically applied to the first purchase you make during the gift-discount period (from 10 days before to 4 days after your birthday).
Should you wish to return or exchange the item, the "Happy Birthday" discount cannot be used for a second purchase.
You can also use your "Happy Birthday" discount in TWINSET boutiques, either by presenting a print-out of the newsletter you received or showing your ID Card.
In order to receive your "Happy Birthday" discount, you must have inserted your date of birth when you registered.
You can add it (but not change it) at any time. To add your date of birth, log in and click on settings.
Have you not subscribed yet? To register now, click here.

What is the Discount Code?
The Discount Code is a promotional code that may be offered occasionally (e.g. during a particular period of time or on specific occasions).
How to activate and use the Code will be explained in the newsletter or when making an order.

Why can't I see the discounts to which I am entitled in my cart?
If you are in the cart and you cannot see the discounts to which you are entitled, you have probably not logged in yet. Indeed all discounts and personal bonuses are only visible once you login.
For this reason, we suggest that you always login before you start shopping.