FAQs

In which countries is the TWINSET Digital Store active?

Currently, the TWINSET Digital Store is available in the following countries:

Austria, Belgium, Bulgaria, Cyprus, Croatia, Czech Republic, Denmark, Estonia, Finland, France (except for the overseas departments: Guadeloupe, Martinique, French Guiana, Réunion, Mayotte), Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, The Netherlands, Poland, Portugal (except the Azores Islands, autonomous community with subsidized tax regime, and Madeira), Principality of Monaco, Republic of San Marino, Romania, Russian Federation, Slovakia, Slovenia, Spain (except Canary Islands, Ceuta and Melilla), Sweden, Switzerland, United Kingdom, Ukraine.

Do I have to open a TWINSET For You account to make purchases?

Absolutely not: you can also proceed as "Guest", will still allows you to follow the shipment of your order, and possibly request the free return service.

How can I tell if my order was successful?

Once you click on "Confirm the order" at the end of the purchase process, you will receive an e-mail notification that will confirm that your order has gone through. If critical issues emerge, we will always contact you by e-mail. If you are a registered customer, you can double check that the order is listed under the "My Orders" section of your TWINSET For You account.

Can I add an extra item in an already confirmed order?

Unfortunately, no: you cannot add or change an order after payment.

What will be the right size for me?

Finding the right size is easy: all you need to do is check the "Size guide" that you'll also be able to find in all the product pages. The sizes listed on the website are Italian but the "Size guide" section reports the corresponding European sizes. Sizes reflect body measurements, not clothing ones.

What can I do with my Wishlist?

Your Wishlist is a precious tool! It’s a proper wishlist where you can save products to be purchased later on. Create your selection of favourites: you can move these items to your shopping bag at any time. Remember: the availability of saved items may vary; this means that using the Wishlist cannot guarantee that the saved product will be available for purchase at a later time.

Can I ask you to fill the invoice with my company details?

Purchases on the TWINSET Digital Store are exclusively reserved to individuals: we cannot invoice companies.

What is PSD2?

PSD2 is a set of European rules (EU Directive 2015/2366) introducing new authentication rules to make your online shopping experience even safer. For further information, visit this section.

What forms of payment do you accept?

You can pay for your purchases in different ways:

credit card (Visa, Visa Electron, Maestro, Mastercard, American Express, Postepay);
PayPal;

At the moment, we do not accept cash on delivery.

To find out more about the topic, visit this section.

Can I pay with my credit card, in total security?

Sure! The entire process takes place through a secure connection, directly connected to the bank owner and operator of the online payment service: the data is transmitted in encrypted form via SSL protocol, to protect them from any attempt at decoding and counterfeiting.

If you decide to pay with a credit card, you can choose to save your card details: they will be collected by TWINSET in an encrypted form and transmitted to Banca Sella S.p.A., the company that carries out electronic remote payment activities for us. This way, in case subsequent purchases are made, you will not need to re-enter your details. Banca Sella S.p.A. will memorise and process the aforementioned data autonomously, following the highest security standards and only to execute your purchases on our site.

If instead you have a credit card connected to a PayPal account, the system allows you to save an identification code so that you don’t have to re-enter your credentials for future payments; these data supplied by you will be collected by TWINSET in an encrypted way and transmitted to PayPal. PayPal will store and process the aforementioned data independently, following the highest security standards and only to execute your purchases on our website www.twinset.com .

To find out more about the topic, visit this section.

My credit card payment was not successful: why?

There are several reasons why a credit card payment is not accepted:

your credit card has expired: please contact your bank;
the credit limit of the card has been reached: please check with your bank;
some of the information you entered are: please check that you’ve provided all the correct information;
the PSD2-compliant authentication service is not active: please contact your bank.

What is PayPal Checkout (express checkout)?

PayPal Checkout is a payment option that offers a seamless checkout experience in just a few easy clicks. By selecting the option from the cart you can access directly the payment page on the PayPal website, without being redirected to any other page.

How does PayPal Checkout work (express checkout)?

Once you have selected the option from the cart, you will be redirected to the PayPal payment page on which you can login or confirm your identity via sms or app. If you previously saved your payment details in your account, you may not be asked to login and/or confirm your identity.

The payment and delivery details you have registered in your PayPal account will be used automatically without having to register them again on our website at www.twinset.com.

If I choose to pay with PayPal Checkout (express checkout) can I change my contact details?

If you choose the PayPal Checkout payment option, your contact details (email address and telephone number) will be those you registered in your PayPal account. If you wish to change this information, you will have to access PayPal’s official website or app.

If I choose to pay with PayPal Checkout (express checkout) can I change my delivery preferences?

If you choose the PayPal Checkout payment option, you will be able to change your delivery address directly on the PayPal page you will be redirected to. This will be a standard delivery to your home address and this option cannot be changed.

How much does shipping cost?

Finding out shipping costs is easy: find the reference prices for your country by visiting the section on shipping methods.

Can I have my order delivered to an address other than my home?

Sure! In the phase of completion of the order, you can indicate a shipping address different from your home, such as the address of your workplace or the address of a family member. Remember: to make things easier for the courier, always indicate the street number when adding the address details, as well as the name on the doorbell.

When will I receive my order?

To find out the delivery date of your order, you can track the shipment in the "Check my order" section. To learn more about this topic, click here.

How can I track the shipment of my order?

When the order will be entrusted with the courier, you'll receive an e-mail containing the delivery number and instructions to track its status.

I bought a product, but I would like to return it: can I?

Sure: you can do it, and for free, if you send it back within 14 days from the date it was delivered to you. To find out in detail the process to follow, click here. Once verified that the returned product meets the necessary requirements, we will issue a refund.

Can I exchange an article?

To exchange one item with another, you must first open a return request for the item you want to change and then order what you want in return. Want to find out more details? Visit this page.

How long do reimbursements take?

The methods and timing of reimbursement vary, in compliance with the terms established by the Law, according to the type of payment chosen for the order. To get more information around this topic, click here.

I forgot my password: how do I do it?

If you have forgotten your password, follow the "Forgot Password" link in the entry area to your account. Send the request in the window that will open, compiling it with your e-mail address, and follow the instructions that you will receive via e-mail.

Can I change the e-mail address connected to my account?

Yes: you can do it directly in the "My data" section, within your account.

How do you use my personal data?

Your personal data are processed for purposes related to the fulfilment of tax obligations and for purposes related to our business. If you want to know more, read our Privacy Policy.

Can I change my personal details?

Yes: you can do it directly in the "My data" section, within your account.

How can I stop receiving newsletters?

If you no longer wish to receive our newsletters, click here.

How come, among the information required to open an account, there is my date of birth as well?

The reason is simple: we want to surprise you! Share with us your date of birth, as we would like to celebrate your birthday with an exclusive discount. If you use it for an online purchase, it will be applied automatically to the first order you make in its validity period (7 days before, and 14 days after your birthday).

In case of return or exchange, this discount cannot be recovered for a second purchase.

You can also use the discount in the TWINSET boutiques, by presenting the print-out version of the e-mail you received, or your ID.

Have you not created an account yet? Create it now, and soon you’ll be able to receive our newsletter, create and share your wishlist, buy faster, monitor the status of your orders and your returns.

What is a Promo Code and how do I use it?

The Promo Code is a promotional code that TWINSET offers occasionally, for example in conjunction with a particular period or occurrence of special events. Always check our e-mails: you could receive one! To redeem it and enjoy the related discount, enter it in the “Promo Code” field you find in the shopping bag and click on "Refresh". If the code is correct, the amount and / or the contents of the cart will be recalculated according to the applied promotion. Remember: you can only use one code per order.

Why do you offer me the chance to save my credit card details?

If you save your credit card details in your account, you will not be forced to type them again during future purchases. This way, your shopping experience will be even faster and more enjoyable! Remember: you will be the only person responsible for the data entered: only use credit cards that you have the legitimate availability. We take security very seriously: click here to discover all the details on the topic.

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