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For the holidays, the return time for items ordered from 3 to 27 December 2019 has been extended until 7 January 2020.


Conditions for the return

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 the free collection to the courier, you will need the UPS 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.

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 1890 99 55 00 and book the collection, specifying that you already have a prepaid return label.

Remember, if you do not use the prepaid return label contained in the order you received (or a copy given to you by Customer Care) TWINSET cannot be responsible for any theft or loss.


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.