FAQs
Do you offer free shipping?
US and Canadian orders over $100 are eligible for free shipping.
Do you offer express shipping?
Yes, for US orders only.* Shipping cost as quoted (based on courier)
*If you are requesting Express shipping please forward your order confirmation to info@twin.nyc and the date by which you need to receive your package. We do not guarantee express shipping 5 days before a holiday.
Do you ship internationally?
Yes! Shipping cost as quoted (based on courier).
US & Canada are considered domestic orders. See details.
All international purchases (shipped outside the US or Canada) are final sale.
NOTICE TO INTERNATIONAL CUSTOMERS
You will be responsible for import duties, fees and taxes upon delivery of your international order. This charge is determined by your local customs authority. We suggest contacting your local customs office for additional information on these charges. Please note that transit times indicated above are provided by UPS and are not guaranteed.
Do you accept returns?
Yes!
All returns and exchanges are subject to the discretion of the T.W.I.N. team.
All items must be unworn, unwashed, and undamaged with tags attached and in their original T.W.I.N. garment bag. We reserve the right to refuse or charge an additional restocking fee to items that do not meet these criteria.
All online order return or exchange requests must be made within 14 days of your delivery date.
All return or exchange requests for pieces purchased in our flagship store must be made within 14 days of purchase.
All orders purchased at a T.W.I.N. Pop-Up or those that are one-of-a-kind are final sale ONLY.
All items returned or exchanged are subject to a $8 restocking fee.
Click here for more information.
Do you accept international returns?
No. All international purchases (shipped outside the US or Canada) are final sale.
How to initiate returns?
To initiate a return or exchange please email info@twin.nyc. Make sure to include your order number and the item(s) you would like to return in your email to us.
All returns and exchanges are subject to the discretion of the T.W.I.N. team.
All items must be unworn, unwashed, and undamaged with tags attached and in their original T.W.I.N. garment bag. We reserve the right to refuse or charge an additional restocking fee to items that do not meet these criteria.
All items returned or exchanged are subject to a $8 restocking fee.
Do you accept exchanges?
To initiate an exchange please email info@twin.nyc. Make sure to include your order number and the item(s) you would like to exchange in your email to us.
All items must be unworn, unwashed, and undamaged with tags attached and in their original T.W.I.N. garment bag. We reserve the right to refuse or charge an additional restocking fee to items that do not meet these criteria.
All online order return or exchange requests must be made within 14 days of your delivery date.
All return or exchange requests for pieces purchased in our flagship store must be made within 14 days of purchase.
All items returned or exchanged are subject to a $8 restocking fee.
All orders purchased at a T.W.I.N. Pop-Up or those that are one-of-a-kind are final sale ONLY.
For additional information regarding our return and exchange policy review here(link)
Other order issues
Please contact info@twin.nyc as soon as you discover your order is not as expected.
Make sure to include your order number, an image of the issue, and the names of the item(s) that have been affected in your email to us.