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If an item does not satisfy you, you can return it for free within 14 days from the date it was delivered to you. 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.
Please note, the right of withdrawal can only be exercised by the customer and not by the recipient of a gift.
If you are a registered customer, you can ask to return an item directly from the "My order" page, in your Account 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. Click on "Request a return", indicating what item you wish to return, the quantity and the reason. Then, click on "Proceed".
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:
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.
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 UPS website and go to the "Locations" section. Also in this case you will have to apply the prepaid label above the original label.
You can also deliver your return to us by taking it to one of our TWINSET boutiques, preferably Monday to Friday.
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.
If you chose to pay in instalments, once your return is accepted by Twinset.com, Scalapay will refund all the instalments already paid directly on the card used to pay for your order, while any outstanding instalment will be cancelled. In the event of a partial return, the price of the return will be first deducted from any unpaid instalment, which will be reduced or cancelled, and then, if necessary, the instalments already paid will be fully or partially refunded.
Potential delivery costs you've incurred when purchasing the item won't be refunded.
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TWINSET Digital Store is currently available in the countries/regions listed below.
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