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".

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 customer.care@twinset.com to request a new label.

When the Courier collects the package, give him 3 copies of the Proforma Invoice.

Here’s a mini step-by-step guide:

• Print 3 copies of the Proforma Invoice, dated and signed.
• Apply the prepaid label above the original label so that it is completely covered.
• Contact the Courier at number 0844 248 0844 and book the collection, specifying that you already have a prepaid return label.
• When the Courier collects the package, make sure the return is sent with the new shipping number indicated on the label you apply, and remember to deliver the 3 copies of the Proforma Invoice.

Please note that will not need to print 3 copies of the Proforma invoice if you are returning an item from Northern Ireland.

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.

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.