Due to the emergency situation caused by Covid-19, the return service located in-store and at delivery points is suspended. Our Boutiques will remain closed for the time being.
If an item does not satisfy you, you can return it for free within 14 days from the date it was delivered to you. Keep the pre-paid label that you found inside the parcel: you'll need it in the eventuality you wish to request a return.
Please note, the right of withdrawal can only be exercised by the customer and not by the recipient of a gift.
The items must be returned intact and in the same conditions in which they were received, provided with the tags indicating the barcode and any other seal that is part of the product.
Instructions to ask for a return
If you're a registered customer, you can ask to return an item directly from the "My order" page, in your My TWINSET account. Click on "Request a return", indicating what item you wish to return, the quantity and the reason. Then, click on "Proceed".
If you've completed your purchase as a Guest, you can place a return request directly from the "Check my order" section by clicking on "Request a return", indicating what item you wish to return, the quantity and the reason. Then, click on "Proceed".
Free collection of the return
To book a free collection with a courier, you will need the prepaid DHL label that we sent you with the order, inside the package you received. If you cannot find the prepaid label anymore for shipping the return, please contact our Customer Care team at email@example.com to request a new label.
Here’s a mini step-by-step guide:
- Prepare the package that will contain the return by pasting the prepaid label on the original box (or on another that is equally sturdy) so as to cover the original label.
- Contact the Courier at number (+32) 2 715 5050 and book the collection, specifying that you already have a prepaid return label.
Return to Delivery Point
If you prefer, you can deliver the return in an authorized shipment centre. To find the dispatch centre closest to you, please go to the DHL - Global Service Point Locator website. Also in this case you will have to apply the prepaid label above the original label.
Return in boutique
You can also deliver your return to us by taking it to one of our TWINSET boutiques, preferably Monday to Friday (excluding the Outlets).
Refunds methods and times
The item(s) you return are examined by our staff as soon as possible, once verified and the return meets all the requirements, you will receive a notification by email.
For more information on refunds please refer to our General Conditions of Sale.
Potential delivery costs you've incurred when purchasing the item won't be refunded.