Returns and Exchange Policy

Return Policy

We want you to be completely satisfied with your purchase from The Twins London. If for any reason you are not entirely happy with your order, we're here to help.

Return Period: We offer a 14-working day return policy, which means you have 14 working days after receiving your item to request a return.

Eligibility: To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags attached, and in its original packaging. You'll also need to provide the receipt or proof of purchase.

Initiating a Return: To initiate a return, please contact our customer service team at info@thetwinslondon.com with your order number and reason for the return. Our team will provide you with instructions on how to return the item.

Return Address:

The Twins London
20 Buckingham Palace Rd
London SW1W 0QP
United Kingdom

Refunds: Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 10 days.

Shipping Costs: Please note that shipping costs for returning items are the responsibility of the customer unless the return is due to a defective or damaged product.

 

Exchanges

We only replace items if they are defective or damaged. If you need to exchange a defective or damaged item for the same item, please contact our customer service team at info@thetwinslondon.com with your order number and details of the issue. Our team will provide you with instructions on how to return the item.

Once we receive the defective or damaged item, we will inspect it and notify you of the approval or rejection of your exchange. If approved, we will ship out a replacement item to you as soon as possible.

 

Returning Damaged or Faulty Items 

In the unlikely event that you receive a damaged or faulty item from us, please contact our customer service team at info@thetwinslondon.com with your order number and clear photos of the damage or fault. Our team will assess the issue and provide you with instructions on how to return the item.

Once we receive the damaged or faulty item, we will inspect it and provide you with options for a replacement, exchange, or refund, depending on the circumstances.