SHIPPING & RETURNS
Shipping Policy
WHICH COUNTRIES DO WE SHIP TO?
We ship almost everywhere worldwide.
HOW MUCH IS THE SHIPPING COST?
Free standard shipping is available worldwide, when the order exceeds a certain amount. We offer a range of shipping services, which have individual pricing.
Our standard delivery is done by Omniva with following costs for purchases below 150 - 200 EUR for non EU markets: Latvia - 3 EUR; Estonia & Lithuania - 6 EUR; Europe - 15 EUR; US & other markets - 25 EUR
WHICH SHIPPING SERVICES DO YOU OFFER?
Delivery to Latvia, Estonia and Lithuania is carried out through Omniva packaging machines.
We offer a range of shipping services, including UPS, DHL. Which ones are available to you may vary depending on your location.
WILL I HAVE TO PAY ADDITIONAL TAX OR IMPORT DUTIES?
No, all taxes and import duties are included in the final price. That includes countries outside of the European Union.
WHERE WILL MY ORDER SHIP FROM?
All orders are handled and shipped from our warehouse in Latvia.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
We ship all orders within 2-3 business days of when the order was placed. The delivery time may vary depending on your location and chosen shipping option. If you prefer express shipping, which means the parcel will be prioritized when handled in our warehouse as well as fast shipping service will be selected - please contact us to ensure delivery on time.
We do provide additional service like adjusting the length of the skirt or sleeves. Please contact us via comment section in the order or email and we will adjust before shipping your order. Please note it might take additional 3-5 days to the order delivery time.
I DID NOT RECEIVE MY ORDER, WHAT SHOULD I DO?
If you have not received your order within 10 business days after confirmation email, please contact us for further assistance Twynclub@gmail.com
Return & Exchange Policy
EXCHANGES
Please email us at twynclub@gmail.com and we can advise you if the item you would like to exchange to is available.
Exchanges can be made on a like-for-like basis, this means a different size or color of the same product. If you would like a different product, please use the same process to return the item for a refund and place a new order.
RETURNS
Customer satisfaction is important to us, but please remember that we are not a big corporation. We kindly ask you to avoid creating a big order and returning, please visit one of our stores in Riga to find your perfect fit instead. We also provide fitting services, when we bring 10 items for fitting for a small fee. Delivery fee 5 - 10 EUR depending on the location. Service is available in and around Riga and Jurmala.
If you are not 100% satisfied with your purchase please return it to us within 14 days of receipt and in an as new condition. There is 0 cost to proceed the return, but please note shipping cost is not refundable, it will be deducted from the total amount.
The process:
1. Please contact us via email, contact form or Instagram to inform us about return.
2. After return is registered return items should be sent to within 14 days since receiving the item:
BLACK SWAN Petera Street 27, Jurmala, LV – 2015
3. We transfer money back upon receiving and after inspecting the goods.
We recommend that you send your returns using a recorded or signed for service post and that you retain proof of postage. Parcels that are returned to us remain the customer's responsibility and a refund will not be given until we have received the item.
All returns should be in ‘as new’ condition, both unwashed and unworn, with original product tag. When returning items to us, please ensure the product is well packaged and protected from damage in transit. We reserve the right to refuse refunds for returned items that are not in saleable condition.
For international returns packages must be marked “Goods returned under warranty” as TWYN cannot be responsible for any customs charges incurred.
Any other problems? Please email us to twynclub@gmail.com and we’ll help you out.
RETURN OF FAULTY GOODS
TWYN is committed to product excellence and stands behind the quality of the products it produces, although, from time-to-time manufacturing faults can and do occur. If you think your product has suffered a manufacturing fault please contact us asap via email twynclub@gmail.com providing detailed description and photos and we will advise how to proceed. Please note items that are damaged as a result of excessive or long term usage are not considered faulty.