Returns and Refunds
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 and the United Kingdom.
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.
To identify the right size you can also use the virtual changing room service (Fits.me/Fit Advisor) available for many of the items present in our Online Shop, designed precisely to recommend the size that will fit you best, by simulating the effect of the garment you try on.
It is very simple to use: from the page of the item you are interested in, click on the button TRY IT ON and enter your measurements.
Once you have confirmed the information, you will see a virtual mannequin wearing the garment you have chosen (or a style with the same fit): you will also view some useful suggestions for choosing the best size for you.
For some styles, the virtual mannequin is not available: in these cases you will simply see an indication of the most appropriate size for you.
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) and PayPal.
At the moment, we do not accept payments in Cash on delivery or Wire Transfer.
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 UPS within 4 working days from the time the package is delivered to the courier.
For remote areas 7 working days may be needed.
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 it you will be redirected to the UPS website and will be able to view the status of your delivery.
You will also be able to check your delivery progress at any time in My Profile - Order Summary: by clicking on Details you will see the heading “Track your shipment”.
The My Profile section 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 firstname.lastname@example.org 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.
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 Simona Barbieri 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.