DELIVERY & EXCHANGE/RETURN/REFUND POLICY│TWIST E-Shop by TWIST HK - Online Shop for Designer Brands

GOODS DELIVERY FOR ONLINE SHOPPING AT ANY TWIST PLATFORM OR SHOPPING AT ANY TWIST RETAIL STORES

It usually takes 2 to 14 working days (excluding Saturdays, Sundays and Public Holidays) for us to dispatch the product(s) ordered online at any TWIST Platform or at any TWIST retail stores to your designated location after the order has been placed and accepted by us. We will try our best to meet the estimated delivery but cannot guarantee that such estimate can be met due to the bad weather, traffic congestion and other unexpected events. By signing an acknowledgement of receipt, you confirm receipt of the ordered product(s) and accept all the responsibilities and risks for the product(s) ordered from that moment on.

Remarks:
*Enjoy free delivery upon net purchase of HKD5,000.
**Customs clearance handling fees will be shown at the “Customs Clearance Handling Fees” field automatically if required or will be paid to the delivery service provider if necessary (as the case may be). However, customers please note that the goods you ordered might have to be imposed by your local government authority of taxes subject to respective taxation policies from place to place before you could actually receive your parcel. If needed, please contact your local government authority for further information.

EXCHANGE/RETURN/REFUND POLICY FOR ONLINE SHOPPING AT ANY TWIST PLATFORM

Please contact us right away at [email protected] if you discover a fault with the item(s) you bought online at any TWIST Platform and TWIST will try to resolve the issue for you as soon as possible. The request for exchange, return of products or refund without first contacting us will not be accepted. Please pay attention that the following Exchange/Return/Refund Policy is applicable to online shopping at any TWIST Platform only. The Policy is not applicable to shopping at any TWIST stores. 

TWIST offers an exchange/return/refund service on products you bought online at any TWIST Platform within 3 days from receiving your order. We will not accept any exchange/return/refund request after 3 days. TWIST will proceed with the exchange/return/refund procedure only if verifying that the customers have fulfilled all the terms set out below:

1. If the product has no quality problem, TWIST will not offer any exchange/return/refund service. Whether the product has any quality problem is at the sole discretion of TWIST.
2. To ensure good quality of your purchase order, all products are carefully inspected and well packed before shipping out, attaching with an independent numbered security strap. If the said security strap is not intact and/or does not remain attached to the product, the exchange/return/refund request will not be considered.
3. The returned product(s) must be in their original purchase condition, including the original tags, manufacturer's containers, product packaging, dust bags, hangers, documentation, warranty cards, manuals, all accessories and the security strap which is intact and still remains attached to the product(s). All of the above-mentioned items shall not be lost or damaged, and the related product(s) has/have not been worn, washed, used, or amended in any manner. All packaging must be unmarked and not defaced in any manner. The product(s) returned should be in good condition for second sale.
4. An exchange/return/refund will not be accepted under the following circumstances:
a) TWIST has issued an invoice for the order already; this invoice should be returned along with the products. If customers cannot provide the invoice, TWIST will reject the exchange/return/refund request.
b) Packages and gift packages cannot be returned partially since they are offered at discounted prices as a whole set and the items in the packages cannot be sold individually.
c) No exchange/return/refund for products sold at seckill price, special price, discount price, special promotions or joint promotions.
d) No exchange/return/refund for products, at TWIST’s sole discretion, that have been worn, washed, used, or amended in any manner.
e) No exchange/return/refund for personal products including but not limited to earrings, swimsuits, swim trunks, underwear, briefs, socks, leggings, pantyhose or any other hygiene products, skincare products and makeup products.
f) We do not accept any request for exchange/return/refund due to subjective reasons. Whether the return is due to subjective reasons is at the sole discretion of TWIST. Subjective reasons include but not limited to:
i. The fabric or finish of a product is not what you expected: For example, the thickness, the transparency, the stiffness or softness differs from your expectations.
ii. Changing your mind; the product does not look good on you; not as comfortable or pretty as expected; inappropriate due to size, color or fabric differ from your expectations.
g) We do not accept any request for exchange/return/refund due to non-quality problems. Whether the product has any quality problem is at the sole discretion of TWIST. Non-quality problems include but not limited to:
i. Minor flaws: thread ends that has not been trimmed; chalk marks; glue marks; drop stitches; skip stitches; sewing puckers; loose threads; snagged threads; fabric runs; loosely fastened buttons or other parts; minor stain; unnoticeable run off stitches; hot fix rhinestone may detach occasionally; minor chipping or peeling of printings; minor scratches; pilling; irregular fold; crease; dent marks; excessive flash; mild oxidation; slightly uneven plating or printing.
ii. The existence of color aberration of different PC monitors or browsers.
h) We do not accept any request for exchange/return/refund due to product origins.
i) No exchange/return/refund for products being received after checking and signing.
j) No exchange/return/refund for products, at TWIST’s sole discretion, that are not in good condition for second sale.
5. Customers are responsible for the return delivery charge. Under no circumstances will TWIST accept returned products on freight collect basis. TWIST will refuse all parcels delivered on freight collect basis.
6. TWIST will proceed with the exchange/return/refund procedures after receiving and inspecting the returned products. TWIST normally takes 14 working days to inspect the returned products and verify that you have fulfilled all the return requirements. TWIST will handle the exchange/return/refund only if after verifying that you fulfill all the return requirements.
7. TWIST reserves the rights to exchange the faulty item with one of the same style, color and size. Only if where the related stock is unavailable, refund will be processed. Once verified that the customers have fulfilled all the return requirements, refund request will be sent to our Accounts Department and the refund process will be completed within 21 working days. Refund will be made by means of credit memo valid for 30 days from the day of refund. However, the discount given and/or privileges offered, the shipping charge, any other handling fees and taxes (if any) being paid in the related transaction will not be returned. All the delivery cost, handling charge and taxes (if any) that may arise by the refund or return process will be borne by the customer.
Each credit memo can only be used once and is not exchangeable for cash. For replacing product by the means of credit memo, the value of the replacement product should be equal to the price of the original product. If the value of the replacement product is higher than the amount shown in the credit memo, you are required to pay the difference. If the value of the replacement product is lower than the amount shown in the credit memo, all the balance will be forfeited.
8. Should there be any disputes on the issue of exchange/return/refund, TWIST’s decision shall be final.
If you have other questions, please feel free to contact us at [email protected].