See the full Terms of Service here

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PROCESSING GUIDELINES

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All orders are processed pending inventory availability and credit card verification.

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Orders placed Monday through Friday before 5pm EU time will begin processing on the same day.** Orders placed after 5pm will be processed the following working day.** Orders in the EU will be processed on the same day if placed before 5pm and delivered next day or within 2-3 days after Order Confirmation.

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Orders placed on Friday after 5pm and through the weekend will begin processing on the next working day.

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TWILA ATELIER will contact you if there are any issues with your order, or if additional identification is needed for credit card verification.

During sale periods we cannot guarantee same day dispatch for any orders.

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DISCOUNTS

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Discounts and vouchers are not eligible on sale items or in conjunction with any other offer.

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WELCOME DISCOUNTS

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Your welcome discount(s) are valid for 30 days. Eligible on full-price items only. 

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DELIVERY

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Free shipping on all EU orders above €850.

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 expect Norway and Switzerland.

Delivery within 1-3 working days from order dispatch.

A €25 shipping fee applies for orders below €850, while any order above €850 is free. 

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

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.

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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INTERNATIONAL SHIPMENT COSTS AND METHODS

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RUSSIAN FEDERATION

Shipping to Russia can take up to 1-2 weeks, dependent on Russian Customs restrictions.

* Due to the current international conflict, we work with different couriers to deliver to Russia.

UK

US

MIDDLE EAST

REST OF THE WORLD

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INTERNATIONAL SHIPPING POLICIES

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You may be subject to import duties and taxes once a shipment reaches your country. Additional customs clearance charges must be paid by you; TWILA ATELIER has no control over these charges and cannot predict what they might be.

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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.

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When ordering from TWILA ATELIER 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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REFUSED SHIPMENTS

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If you choose to refuse your shipment, 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 Hungary based address. This amount will be deducted from your merchandise refund.

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RETURNS & EXCHANGES

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Returns are accepted on most merchandise within 14 days of receipt, for items that have not been worn, altered or washed, without make-up marks and with all tags attached. 

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Returned items must be unused and sent in their original condition, from the original delivery country.

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We offer exchanges for the same item, in an alternative size only, subject to availability. Should you wish to select an alternative style, please place a new order on our website and return the existing order for a refund. Original shipping charges are non-refundable. You are advised to return the order to us by secure means to ensure it reaches us in good condition.

Please note during busy sale periods we are unable to offer exchanges.

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INTERNATIONAL RETURNS

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Returns from outside of the EU need to be shipped at your own cost. We recommend wrapping the order securely using a tracked service with your local post office or international delivery service. You can return the order without the original box which will lower the costs significantly by reducing the weight of the package. We recommend that you obtain proof of postage 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 returns please mark clearly "RETURN GOODS - CLOTHING" as a description of contents on all paperwork provided by your chosen carrier. 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 invoice.

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In case of a return an address will be provided where you can send the goods.

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Purchases made online cannot be accepted for return in-store.

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In case of dispute, we recommend you retain the proof of postage when returning your order.

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CARD REFUNDS

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Once the merchandise has been received, your refund will be processed within 30 working days. You will be provided with an email notification once your refund has been processed.

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Once you have received the refund confirmation, you will need to follow up with your card issuer directly for any further information regarding funds being cleared back to the original payment method.

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DAMAGED OR DEFECTIVE GOODS

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We are committed to selling only first-quality fashions and accessories. To that end, we employ several quality checks before an item is shipped. If you have received a damaged or defective item, please notify us by email at info@twilaatelier.com within 14 days of receiving the order to be eligible for a refund.

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After 14 days, we will attempt to repair or obtain a replacement, but we are unable to offer a refund.

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PAYMENT

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We accept payments from all major card providers.

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To accept payments twilaatelier.com uses the services provided by Stripe.

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You must confirm that the credit/debit card that is being used is your own, or that you have been specifically authorized by the owner of the credit/debit card to use it.

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All credit/debit cardholders are subject to validation checks and authorization by the card issuer. If the issuer of your payment card refuses to authorize payment to TWILA ATELIER, we will not be liable for any delay or non-delivery. We reserve the rights to ask for proof of ID if the payment is suspicious or to cancel/reject any unusual orders.

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To help ensure that your shopping experience is safe, simple, and secure twilaatelier.com uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet.

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If SSL is enabled then you will see a padlock at the top of your browser and you can click it to find out more information regarding the SSL digital certificate registration. You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with "HTTPS:" instead of the normal "HTTP:". This means that you are in a secure mode.