Delivery & Returns
Royal Mail Domestic & International (Tracked)
Free UK, 3-5 Working Days
International, capped at £5, 5-7 Working Days
Free International over £100
Please order by noon Monday – Friday to achieve the delivery times stated.
After placing your order, you will receive a confirmation email which will detail your order & chosen delivery method.
You will also receive another email when your order has been despatched and is on its way to you.
Your garment should be delivered from 48 – 72 hours after receiving the despatch email depending on your location.
In order to protect you the purchaser, we insist you refuse any delivery that may seem damaged or tampered with in anyway.
Please document any holes, rips or re-taping on the outer packaging or where the parcel may have been opened.
Upon refusal of the delivery, please contact us immediately so we can resolve the issue in a speedily manner by rushing you out a replacement and raising an investigation into the matter.
Please be aware that unfortunately we can’t be held responsible for any package that is damaged or tampered with and then signed for by you or any other persons residing at the delivery address.
If Royal mail or our international couriers has attempted delivery at the address provided and your order is returned to back us, either because a) the order was refused b) nobody being present during the various delivery attempts c) you fail to follow up attempted deliveries by contacting us or the relevant courier d) you have provided incorrect or insufficient address details, you will be automatically be issued a refund minus the failed delivery charges we have incurred. If you received free delivery, we reserve the right to claim back the full cost against your refund.
Royal Mail Delivery charges: UK £2.99, Zone 1 £6.99, Zone 2 £7.99, Zone 3 £9.99
If for any reason we have sold out of a particular tee due to rising demand, please don’t worry as we have a speedy backorder system of around 3 days as all our products are hand finished in the UK. Unfortunately sometimes there are other factors such as Mother Nature which is out of our control however we will deliver your garment as speedily as possible.
Please be aware first & foremost that we will do everything possible to make sure you’re happy with every purchase & do our utmost to help if you do need to return/swap an item. The below legal information is to protect us both from those who continuously purchase, wear & return an item that is in fact perfect. Your happiness and satisfaction is paramount to us & we will make sure that is the end result.
Please report to us within 48 hrs from receiving your goods, any issues such as damage or defects to your garment(s), the inner packaging or missing items from your order. We will not be held responsible for any issues reported after this period except for extreme or reasonable circumstances. When reporting these issues to us, it is imperative to ensure you have photographed the issue/evidence as we will ask for this to conduct our investigation. This does not affect the regular returns policy timescale. In the case of proven defects or transit damage, we will aim to ship a replacement within 3 days from the agreed conclusion.
We have a 30 day returns policy to ensure you have an adequate amount of time to return a product for exchange or refund. Please ensure when returning a garment, you use the original packaging with a copy of your details including address & phone number in the box. This will help us speed up the process rapidly.
If you have requested and are entitled to a full refund for a garment, the price you purchased at including postage will be issued back to the original payment method only.
On rare occasions, some refunds may take longer than expected, however all refunds will be processed within 10 working days from the time of receiving your item(s).
This returns policy is not limited to any specific internationally recognised state or country.
This policy does not affect your statutory rights (Sale of Goods Act 1979 or Consumer Protection (Distance Selling] Regulations 2000).
You must comply with the following procedures to enable receiving a refund or exchange:
1) We should receive at our premises the returned product(s) within 30 days from the recorded date of delivery.
2) The returned product is completely unused/unworn and in its original packaging. All original labels intact and in brand new condition ready for resale.
3) Please include your complete name, address, phone number, email address, order number, order date, item name & size & reasons for the return within the parcel with your returned item.
4) Please comply with our returns procedure set out below so that no exclusions set out in our policy will apply.
A refund will be issued for the full price of any garment that is returned to us in accordance with the terms of our returns policy (excluding the original postage charge and excluding the costs of returning a product to us].
All refunds will be issued back to the original payment method only, within 10 working days of receiving the item(s).
If the item isn’t deemed faulty, the cost of postage will be deducted from any refund, even for free deliveries.
If you have any question, queries or feel we haven’t acted in good faith or in the correct timescales, please contact our customer service team at firstname.lastname@example.org
NON-COMPLIANCE OF OUR POLICIES & PROCEDURES
Returning any product in direct contravention of this policy or where you do not have any legal right to do so:-
- We will not issue a refund or exchange the product
- We may retain the returned product until as such an additional payment is made as a charge for re-delivery of the returned product
- If the additional charges aren’t received within 30 days of issuing the request for payment, we reserve the right to destroy or dispose of the returned item without prejudice or any liability to you.
If you have any question or queries or regarding our policies & procedures, please contact our customer service team at email@example.com
Please be aware, items returned in anything other than the condition they were delivered, covered in animal or human hair or any other material, will NOT be exchanged or refunded and will be discarded/destroyed.
Please be aware that any garment that’s been visibly worn, damaged, marked in anyway, has grease marks, make-up smudges, clearly been washed, stale smoke odours, aftershave, perfume, deodorant, washing powder residues,, or is in any condition that we deem renders the item used & unsaleable will NOT be refunded or exchanged & will be discarded/destroyed.
ANY item(s) returned after the 30-day period and/or deemed to be in a non-sellable condition, we reserve the right to hold the item(s) until a re-delivery charge is paid by you. Returns postage charges are available on the Royal Mail website. Our Customer Service Team will be in touch to advise you of the charges. Please be advised, Royal Mail Delivery charges: UK £2.99, Zone 1 £6.99, Zone 2 £7.99, Zone 3 £9.99 for 1 tracked & delivered item. Multiples are charged differently due to weight limitations.
If you picked the wrong size or colour, don’t worry exchanges for alternative item(s) can be made easily by notifying us via email with your details & unique order number and sending these with your garment in the original packaging and returning the item to us by post.
We will dispatch your exchange request within 10 working days and confirmation will be sent via email from our Customer Service Team confirming receipt of your parcel.
If for any unfortunate circumstances you receive incorrect item(s) or you believe the item(s) to be faulty, please contact our customer service team at firstname.lastname@example.org with a detailed description of the problem including photographic evidence & we will assist you further. We can then advise you on how to proceed with returning the garment(s).
If we receive your faulty or incorrect item and it’s clear we at Twisted Couture Ltd made a mistake or we agree it’s our fault, we will happily reimburse return postage costs up to the values stated by Royal Mail in our shipping & delivery section or on its website. Please provide photographic evidence of the amount you have paid. If you cannot provide evidence, the amount paid back to you will be capped at £5.
REFUNDS AND RETURNS PROCEDURE
When returning goods back to us for any reason, please include your name, address, phone number, email address, order number, order date, item name & size & reasons for the return, so we can process your return/refund in the time specified. Failure to do so will result in time delays.
If you wish to return a product to us, under this policy it must be sent by recorded signed for delivery, 2nd class recorded is fine as long as we receive the goods back within the time limit.
Twisted Couture Ltd
P.O. Box 519
You will be responsible for paying postage costs associated with returns under this policy unless it’s deemed clearly our fault.