Refund policy

We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, free of makeup and perfume and/or tobacco odours. You’ll also need the receipt or proof of purchase. We do not cover the cost of returns. 

To start a return, you can contact us at amy@dothetwist.co.uk

You can always contact us for any return question at amy@dothetwist.co.uk.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items Unfortunately, we cannot accept returns on sale items, custom-made items or gift cards. If your item has makeup marks or smells of tobacco products, we will not be able to accept your return or exchange and will return the item to you. 

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.

 

EU CUSTOMERS

If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason. To exercise your right of withdrawal, you must notify us of your decision by contacting us at info@dothetwist.co.uk. You can also use the self-serve returns option in your customer account. We will reimburse all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we receive the returned goods. Return shipping costs are your responsibility unless otherwise stated.

You may handle and try on the Twistie to assess their nature and fit. However, if goods are returned in a condition that indicates use beyond this (e.g. worn, washed, or damaged, stained by make-up or strong odors), we reserve the right to make a deduction from your refund to reflect the diminished value of the item.