Returns and refunds
You can return an item within 5 days from delivery AFTER OBTAINING AN AUTHORIZATION CODE from us, using the prepaid return UPS Label emailed to you.
Return the items in the same state they were delivered.
The right to return the purchase can only be exercised by the purchaser and under no circumstance by the person receiving the item as a gift.
The right to return is subject to the product being returned in good state: any used, dirty or damaged item, without labels, stickers and packaging material will not be refunded.
HOW THE REFUND WORKS
The returned item is delivered to our trusted logistics partners and our staff verifies the item as quickly as possible: once the returned item is approved, you will be notified by email.
- You will be issued a Twinset Exchange Credit note to be used on your next web purchase or at the Montreal Flagship store. The Credit Note will be the original payment less the shipping charges to and from your address, within 7 working days from the date the returned item was delivered.
- This Exchange Credit Note will be valid for a period of 1 year from the date it is issued.
- The Exchange credit note can only be used for 1 time, and the purchase done by the Credit Note can not be returned or exchanged.
- WE DO NOT ISSUE CREDIT CARD REFUNDS.
HOW TO RETURN AN ITEM
To return an item, send an email or call our Flagship store Toll Free 1-888-984-1733 Indicate the purchase reference, the items you want to return, and the reason for returning.
Remember that the articles must be returned undamaged and in the same condition in which they were received, along with the tags showing the barcode and every other seal that arrived with the product.
HOW TO BOOK YOUR FREE PICK UP SERVICE
In order to book your pre-paid courier pick up service you will need the UPS label we send to you.
Please contact the courier to book your pick up, stating that you have a pre-paid label for a return.
All you will need to do is stick the prepaid label over the original one, wait for the courier to pick up and make sure that the returned item is shipped with the new shipping number indicated on the pre-paid label.