DELIVERY

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EUROPEAN DELIVERY POLICY

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A €25 fee applies to all orders unless a promotion is in place. 

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For all orders sent on DDP (Delivery Duty Paid) service, there will be no additional fees to pay when your order arrives at the destination. This includes all EU countries plus Norway and Switzerland.

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Delivery within 1-5 working days from order dispatch.

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Our carrier will deliver your parcel between 9 am and 9 pm Monday - Friday.

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A signature may be required on receipt. If you are not around to accept your parcel, the carrier will leave you a card telling you how you can re-arrange delivery/pick up from depot.

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A tracking link will be sent to you once your order reaches our nominated courier, for you to be able to follow it all the way to your front door.

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MIDDLE EAST

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Shipping to Middle East region is 3-5 working days from order dispatch. 

A €25 fee applies to all orders unless a promotion is in place.

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REST OF WORLD

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Delivery within 3-7 working days from the date of dispatch (transit times dependent on destination)
A €25 shipping fee applies on all orders unless a promotion is in place. 

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International shipping charges do not include taxes or duties.

Please contact your local customs office to request details of these charges.

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RUSSIAN FEDERATION

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A €25 shipping fee applies on all orders unless a promotion is in place. 

Delivery within 5-10 working days.

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INTERNATIONAL SHIPPING POLICIES

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International orders may be subject to customs clearance procedures, which may cause delays beyond original delivery estimates.

Customs policies vary widely from country to country; contact your local customs office for more information. When ordering from us you are considered the "importer of record" and must comply with all laws and regulations of the country in which you are receiving the goods.

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ALL INTERNATIONAL ORDERS (EXPECT EU) MAY BE SUBJECT TO IMPORT DUTIES AND TAXES ONCE A SHIPMENT REACHES YOUR COUNTRY. ADDITIONAL CUSTOMS CLEARANCE CHARGES MUST BE PAID BY YOU; WE HAVE NO CONTROL OVER THESE CHARGES AND CANNOT PREDICT WHAT THEY MIGHT BE.

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REFUSED SHIPMENTS

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If you choose to refuse your shipments, you will be responsible for any duties, taxes, and/or customs charges that are incurred on the package, and the cost of returning the package to our EU address. This amount will be deducted from your merchandise refund.

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RETURNS

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INTERNATIONAL RETURNS POLICY

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Returns from outside of the EU need to be shipped at your own cost. We would recommend wrapping the order securely and lightly using a tracked service with your local post office. .We recommend that you obtain proof of posting or insure the return shipment as you are under a duty to take reasonable care of the goods and will be liable for damage or loss until we receive them at our warehouse. 

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For international returns, you will need to include the name of the product(s) on the customs invoice.  

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Please mark clearly "RETURN GOODS – [name of product(s)]" as a description of contents on all customs invoice paperwork provided by your chosen carrier.   

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If this indication is not clearly stated, custom duty charges may be applied and the amount will be deducted from your merchandise refund. Use your original ORDER NUMBER as a reference on your return shipping label and customs invoice.

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TO RETURN:

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Your return can be arranged on our website www.twilaatelier.com or via email contact@twilaatelier.com where you will be provided a return address.  

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WE ACCEPT RETURNS WITHIN 14 DAYS OF DELIVERY, FOR ITEMS IN THEIR ORIGINAL CONDITION THAT HAVE NOT BEEN WORN, ALTERED, OR WASHED, WITHOUT MAKE-UP MARKS AND WITH ALL TAGS ATTACHED.

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WHERE PROVIDED, BELTS AND ANY PACKAGING SUCH AS DUST BAGS MUST ALSO BE RETURNED.

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REFUNDS

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Please allow 10 working days from the date of receipt for returns to be inspected and processed.

Refunds will be issued on the cost at purchase price, excluding original shipping charges, back to the original method of payment. You will receive an email notification once your refund has been processed.

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ORDER CANCELLATION

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We are happy to cancel any orders before they are processed by our warehouse, however we cannot guarantee any changes or cancellations due to the volume of orders being received.

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EXCHANGES

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We are happy to offer exchanges for the same item, in an alternative size.

Full instructions are provided on the returns sheet, included with your order. Should you wish to receive a different style, please place a new order on our website and return the existing order for a refund.

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Original shipping charges are non-refundable.