Refund policy
Refund Policy
● Returns are accepted within 14 days of delivery.
● Refunds are processed within 7 days after approval.
● No restocking fees, except for uncollected orders.
● Shipping insurance charges are non-refundable.
Introduction:
At Twill & Taper, we prioritize delivering top-notch products and an outstanding shopping experience. We recognize that returns may occasionally be necessary, and our policy aims to provide clarity and fairness to ensure a seamless process for our valued customers.
For questions or assistance regarding our return policy, please contact our support team at support@twillandtaper.com. We are dedicated to supporting you throughout the return process.
We encourage you to review the following guidelines carefully to understand the steps involved in our returns procedure.
Eligibility for Returns:
Timeframe: Customers must initiate a return within 14 days of receiving their order. Approved returns must be completed within 7 days.
Eligible items: For an item to qualify for return, the following conditions must be met:
● The item should be unused and in its original condition.
● It must be returned in its original packaging.
● All accompanying labels and accessories must be intact.
● The product must not show signs of wear, damage, or modifications.
Non-returnable items: Due to hygiene and safety concerns, certain items cannot be returned, including:
● Underwear, such as bras and panties.
● Personalized or custom-made items.
● Products explicitly marked as non-returnable in their descriptions.
● Items that fail to meet the criteria outlined above.
We recommend reviewing the product details before purchase to confirm its return eligibility. For further clarification, please contact our support team before placing your order.
How to Initiate a Return:
Email us: Send a request to support@twillandtaper.com with the following information:
● Your order number (e.g., #1234).
● The email address used for your purchase.
You can choose from these return options:
Option 1: Refund to the original payment method
● Requirement: The returned item must be received in our warehouse.
● Processing time: Refunds are issued within 7 business days of item inspection.
● Return costs: Customers are responsible for shipping costs. Rates depend on your courier. Using a tracking service is highly recommended for secure delivery.
Option 2: Store Credit (100% or more)
● Requirement: Items must be sent back to our warehouse.
● Processing time: Store credit is provided immediately after inspection.
● Return costs: Customers cover shipping expenses. As an added benefit, we offer 120% of the item's value as store credit with this option, giving you greater value.
Option 3: Replacement for defective or incorrect items
● Requirement: Submit pictures of the defective or incorrect item.
● No return needed: You do not have to send back the original item.
● Cost: This option incurs no extra fees.
● Processing: Replacements are dispatched promptly upon confirmation.
Please note: Do not send items to the address listed on the package. The correct return address will be provided via email upon approval.
Shipping Details for Returns:
We acknowledge that sending returns to our warehouse in China might be inconvenient and apologize for any trouble. To simplify the process, please adhere to the following:
Return address:
● You will receive the return address once your request has been approved.
● Approval will be confirmed via email.
Trackable returns:
● To ensure smooth processing, we advise using a tracked shipping method.
● Tracking helps monitor your return and ensures safe delivery.
*Note: Refunds will not be processed unless the returned item is received at our warehouse. Shipping costs are the customer's responsibility.
Processing Refunds, Exchanges, and Replacements:
Refunds:
● Once the returned item is inspected and approved, a refund will be initiated to your original payment method.
● Depending on your bank, refunds may take up to 7 business days to appear in your account.
Store Credit:
● Store credit is issued immediately after the returned item is inspected.
● Credit can be used for future purchases on our website.
Exchanges:
● Approved exchanges will result in the replacement product being shipped promptly.
● We aim to minimize delays in the exchange process.
Replacements:
● For defective or incorrect items, replacements are dispatched immediately after approval.
● Our team works to resolve such issues swiftly to maintain a smooth shopping experience.
*Note: Specific timelines for refunds and replacements may vary.
Handling Damaged or Incorrect Items:
We are committed to resolving any issues with damaged or incorrect orders. If you receive a defective item, one damaged during shipping, or an item in the wrong size or color due to our error, we will replace it free of charge.
● Shipping damage: Notify us of any visible damage within 14 days. We will arrange a replacement at no cost.
● Incorrect size/color: If you received an item in the wrong size or color, contact us at support@twillandtaper.com for assistance. We will provide the correct item promptly.
In such cases, photos or additional details may be requested to expedite processing.
Customer Responsibilities:
When returning items, please ensure the following:
● Securely package the product to prevent damage during transit.
● Use a tracked shipping service and clearly mark the package as "RETURN."
Returns are the customer’s responsibility until they reach our warehouse. Refunds will not be processed for items lost or damaged during return shipping.
Policy Updates:
Our return policy is subject to change to better serve our customers and comply with legal requirements. To stay informed of updates:
● Notification: Changes will be posted on our website with clear effective dates.
● Review: Check our policy regularly to understand your rights and responsibilities.
● Continued use: Shopping with us after policy updates implies agreement to the revised terms.
We strive to ensure transparency and accessibility for all policy changes.
Uncollected or Refused Deliveries:
● For unclaimed or refused deliveries, items are returned to our warehouse. In such cases, we offer a partial refund of 75% of the order value (minimum $25/£20). The remaining 25% covers restocking fees.
● Alternatively, customers can request a free reshipment within 15 days of receiving notification about the uncollected package.
Contact Information:
For assistance or to initiate a return, reach out to our customer support team:
Email: support@twillandtaper.com
Online Contact Form: [Click here to open the form].
Support Hours:
● Monday to Friday: 8:00 a.m. to 6:00 p.m.
Our team strives to respond to inquiries within 12 hours, though response times may be longer during busy periods. Rest assured, we are committed to addressing your concerns promptly.
Start your return here: [Click here to open the form].