Refund & Return policy

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@twafashion.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@twafashion.com

 

Shipment protection

If you do not receive your purchase within the estimated delivery time, a maximum of 45 days, TWA will offer you a complete refund. However, do keep in mind that this does not cover you if the reason for the delay is not cause by the platform or/and if it’s your responsibility. It also won’t cover you if it is the reason is beyond the seller or buyer jurisdiction, such as being rejected by the customer or natural disasters. Furthermore, TWA reserves the right to ask for a few more days if there are any exceptional circumstances.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Please note:

Returns/refunds due to wrong size order, change of mind will not be accepted.

If there is nothing wrong with the product (no defect) and was sent corresponding to the customer’s order (style, size, color, etc.), then the returns/refunds will not be accept.

 

For items bought via Bundle Deals, return/refund will only be applicable to the entire bundle. Partial requests are prohibited. Should the bundle contain any items ineligible for returns, you will not be able to return the entire bundle.

 

Please note that requests that do not meet TWA’s return and refund policy are ineligible for return/refund

 

IMPORTANT:

  • You will need to send photos and video of the product, the photo of the parcel (box or bag) once you have received, before and after you open the parcel, enclose with the reason you are not happy with the product.

  • You will be able to make a return/refund request if the conditions are met.

  • Please note that all return/refund requests must be made within the guarantee period ONLY.
  • Customers are responsible for all shipping cost.
  • Kindly keep the original packaging of the parcels you wish to return.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.