Shipping, Returns & Exchanges

Shipping

Typically, orders will ship within 1-5 business days of placing your order. If there is a delay we will do our best to contact you as soon as possible.

Holiday Shipping: Orders placed in the lead up to major Holidays are subject to potential shipping delays. Please be patient with us as we fulfill your orders.

Lost or Stolen: If your package has been lost in transit, please contact info@twin.nyc. Ultimately, the relevant courier service is responsible for lost or stolen packages.

UNITED STATES:

Orders over $100: FREE via UPS Ground (3-5 business days)

Express orders: 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

CANADA:

Orders under $100: as quoted (based on courier)

Orders over $100: FREE via Canada Post (3-5 business days)

INTERNATIONAL:

Shipping cost for all orders will be as quoted (based on courier)

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.

Return Policy

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 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.

Wholesale Items

To Customers: We do not accept returns of products purchased from our wholesale affiliates.

To Wholesale Affiliates: Wholesale orders are final upon delivery. Replacements are at the discretion of T.W.I.N. (That's What I Need). Please email info@twin.nyc or your wholesale representative to inquire.

Promo Code or Bundle Items

Items purchased with a Promo Code or Promotional Event are eligible for store credit or exchange ONLY.

Items purchased as a part of a bundle are eligible for store credit and exchange ONLY.

International Returns

All international purchases (shipped outside the US or Canada) are final sale.

Unclaimed Packages

For packages that are refused or not claimed within 14 days, T.W.I.N. (That’s What I Need), reserves the right to charge a handling fee to cover return shipping and couriers’ administrative costs.

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.