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Delivery & Returns

DELIVERIES

Shipments are only made during normal business hours, Monday to Friday, with exception of Swedish public holidays. Purchases made on weekends or Swedish public holidays will be processed on the next business day. There is greater purchase pressure than normal during sales, which may lead to somewhat longer delivery time. A delivery confirmation will be sent by e-mail when your order has left the Twist & Tango warehouse. Attached to the e-mail is a tracking number which will allow you to trace your order. 

Twist & Tango is responsible for the transport risk, i.e. the risk that the product is damaged or gets lost during transportation from our warehouse to you. It is, in turn, you who bears the risk when you return a product to us. 

It is your responsibility to provide us with the correct contact information when placing your order, i.e. name, delivery address, phone number, e-mail address etc. Any fees that may occur if giving us the wrong contact information or not picking out you order, you will be charged with 170 SEK. 


DOMESTIC DELIVERIES

Orders within Sweden are shipped using DHL Service Point. Your order will be shipped to your local delivery point, i.e. the post service centre closest to your delivery address. A notification will then be sent via sms or e-mail when your package is ready to be collected. Estimated delivery time is between 1-3 working days from receiving your order. Valid identification and the notice or SMS with the tracking number must be presented upon picking up the shipment. 

Orders over 1500 SEK are free of shipping charges. Orders under the value of 1500 SEK will incur a shipping fee of 49 SEK. 

The package must be picked up within 14 days of notification. If the package has not been collected within 14 days a fee of 170 SEK will be incurred. This fee covers the costs that Twist & Tango incur for sending and returning the package. In other words, if you have ordered a product and changed your mind after we have sent your package, you must return the package or be charged 170 SEK. 

INTERNATIONAL DELIVERIES

Orders for international market are shipped using UPS. Please note that UPS requires a signature when leaving the package, the couriers usually operate between 8am-6pm. We recommend, if possible, using your work address for delivries. 

As a customer you are able to choose between UPS Standard, which delivers your order within 3-4 working days or UPS Express, which delivers your order within 1-2 working days.

Orders over 195 EUR/1500 DKK are free of shipping charges. Orders under the value of 195 EUR/1500 DKK will incur a shipping fee. 

We deliver to the following countries:

Country

Shipping rates, UPS Standard

Shipping rates, UPS Express

Austria

10 EUR

20 EUR

Belgium

10 EUR

20 EUR

Bulgaria

10 EUR

20 EUR

Cyprus

10 EUR

20 EUR

Czech Republic

10 EUR

20 EUR

Denmark

60 DKK

200 DKK

Estonia

10 EUR

20 EUR

Finland

10 EUR

20 EUR

France

10 EUR

20 EUR

Germany

10 EUR

20 EUR

Hungary

10 EUR

20 EUR

Ireland

10 EUR

20 EUR

Italy

10 EUR

20 EUR

Latvia

10 EUR

20 EUR

Lithuania

10 EUR

20 EUR

Luxembourg

10 EUR

20 EUR

Malta

10 EUR

20 EUR

Netherlands

10 EUR

20 EUR

Poland

10 EUR

20 EUR

Portugal

10 EUR

20 EUR

Romania

10 EUR

20 EUR

Slovakia

10 EUR

20 EUR

Slovenia

10 EUR

20 EUR

Spain

10 EUR

20 EUR

United Kingdom

10 EUR

20 EUR


RETURN POLICY

You must pay the cost for returning the item(s). Should you choose to return it, the package is your responsibility until it reaches Twist & Tango. Our recommendation for how you should return your package you'll find below under "Domestic returns" and/or "International returns". We recommend that you always return your package with a traceable tracking number. If you choose to send your return with ordinary stamps and the package is lost, we can not credit your order. Any fees that may occur if you send the package to the wrong address you will be charged with.

When you shop at Twist & Tango Webshop you always have 14 days' right of withdrawal. The 14-day period begins on the day you receive your products. Twist & Tango accept returns on item(s) provided that:

• The item(s) have not been worn, altered or washed. Naturally you are allowed to try on the products - but make sure no to wear any perfume or deodorant that could leave any odor or marks on the product(s).
• The item(s) must be in the same state and quantity as when you got them.
• Labels must be intact and item(s) sealed in their original packing. 
• Swimwear briefs and swimsuits can only be returned if the sanitary liner strip is intact
• For hygiene reasons underwear briefs cannot be returned

If these conditions are not met, we unfortunately cannot accept your return and the item(s) will be sent back to you.

A refund will be made once the item(s) is received and a quality check for any damages is cleared. 

DOMESTIC RETURNS

When returning your item(s) within Sweden the return shipping costs has been prepaid by Twist & Tango. (The return freight will be charged once we receive your return).

• Fill in all the desired information on the return form, to help us improve our service and to make our handling of your return more effective.
• Enclose the return form with the item(s) you wish the return. 
• Package your item(s) the same way you received them from Twist & Tango, preferably in its original plastic bag(s), and then seal the package.
• Tape the return shipping label on the outside of the package, making sure that you remove or cover the original address label. (If you have lost your return shipping label, contact us and we will send you a new one).
• Submit the package to the delivery point where you collected the package. We recommend you that you ask for a receipt with the tracking number when leaving your package at the delivery point.

Once we receive your return a return shipping charge of 49 SEK will be incurred.

If you choose to pay via invoice please contact Twist & Tango as soon as possible. We will freeze your invoice and send you a new invoice to your e-mail address, as soon as we have received your returned item(s).

During temporary campaigns with free shipping the return freight will always be incurred.

INTERNATIONAL RETURNS

When returning your item(s) outside of Sweden you have to pay for the return shipping costs.

• Fill in all the desired information on the return form, to help us improve our service and to make our handling of your return more effective. 
• Enclose the return form with the item(s) you wish the return. 
• Package your item(s) the same way you received them from Twist & Tango, preferably in its original plastic bag(s), and then seal the package.
• Submit the package to a delivery point. Make sure that you remove or cover the original address label. We prefer that your order return to us via UPS to ensure that they are protected and insured during transportation. However, you may return the goods to us by any secure means. Please send an email to customerservice@twisttango.com with your tracking number. Items lost in transportation will not be compensated for.

Send your package to:
Twist & Tango
c/o LM Logistic
Strandvägen 2
520 11 Vegby
Sweden


EXCHANGE POLICY

Purchased items are exchangeable into a different size and/or colour. All exchanges are subject to availability and are sent to you without shipping charges. Sale items are non-exchangeable but can be returned for a full refund.

If you wish to exchange any item(s) fill in the return form and enclose it with the item(s) you wish to exchange. If the requested exchange can be made the exchanged item(s) will be sent back to you. If the requested exchange can not be you will be asked to choose between receiving the item(s) back or to return the item(s). All matters concerning your requested exchange will be confirmed to you via email.


RECLAIMS POLICY

If you wish to reclaim any item(s) the same procedure is to be followed as explained above for "Domestic returns" and/or "International returns". If you do not longer have the original packing we recommend you to package the item(s) in a secure and enduring way. If you do not longer have the return form write a note that you enclose in the package with the following information: 
• Name
• Order-id
• Which item(s) you wish to reclaim and the reason to why
• A comment on if you prefer a credit or a new product for the reclaimed amount. 

If your reclaim on your item(s) is approved you will be credited the total amount of the item(s) or receive new good(s) if available in stock. Naturally Twist & Tango pay for the shipping costs both ways. 

If your requested reclaim is not approved the item(s) will be sent back to you. In this case Twist&Tango will not pay for the return shipping costs.

All matters concerning your requested reclaim will be confirmed to you via e-mail.


CUSTOMER COMPLAINTS

We guarantee that all shipments are checked before delivery to our customers. In the odd occasion of receiving a faulty item(s), the wrong item(s) and/or missing item(s) you must report this immediately to customerservice@twisttango.com. In this case Twist & Tango will pay for return shipping costs.