FREQUENTLY ASKED QUESTIONS


ODERING

How will I know if Twiin.Co received my order?

After you place your order with Twiin.Co, you’ll receive a confirmation email that will let you know we’ve received your order. You’ll also receive a unique confirmation number within the email. This allows you to track your package.

How do I know what size to order?

Because we have a variety of brands in stock, what size you need to order will vary depending on what product you’re purchasing. Check out the description of the product you’re ordering for size charts and other information on sizing.

Where are you based?

Although our business is based in Canada, our online clothing shop ships worldwide! Our fulfillment centre is located in the UK

How much is delivery?

If your order $300 or more, you qualify for free worldwide shipping.

How will my order be packaged?

All our packaging is Eco-friendly! Twiin.Co wants your items to arrive in top condition! That’s why we partner with a fulfillment center that works hard to ensure your items are packaged carefully. If you order multiple items at once, you can expect them to arrive in one package. 

Do I need an account to order?

You don’t have to make an online account to order from Twiin.Co. However, without an account, you’ll miss out on our special offers.

Can I cancel or change my order?

After your order has been processed, we work quickly to ensure your items are ready for shipment as soon as possible. Because of this, we are not able to cancel your order or change it once it’s been placed. However, you can always contact us at info@twiinco.com. We'll do our best to make changes to your order.

PAYMENT

What forms of payment do you accept?

Twiin.Co accepts all major credit cards, PayPal, and Apple Pay.

What currency will I pay in?

All the prices on our website are in Canadian dollars. Conversion rates do apply.

Paying with Credit/Debit Card?

Twiin.Co accepts MasterCard, Visa, and Amex.

What happens after I order?

It usually takes our suppliers five to seven business days (not including weekends and holidays) to process orders. After that, products are shipped to fulfillment center where they are checked for quality and re-packaged. All our customers receive an email with a tracking number that is unique to their order. This gives you the ability to track your order online.

DELIVERY

How long will it take for my order to approve?

First, your order must be processed. After that, it will take 7 to 10 business days for you to receive your items.


COVID-19 Note: 

During COVID-19 we do not guarantee delivery times with some countries blocking all incoming post that is not deemed essential, especially internationally.We are closely monitoring the continually evolving situation with COVID-19 and in close contact with all of our suppliers in Europe.Please be aware your parcel may take a little longer than usual.

What do I do if my parcel hasn't arrived yet?

You will be provided with the tracking number to track your order. You can contact the shipping provider or contact us at info@twiinco.com and we will be able to help you get an update on your order. 

RETURNS, EXCHANGES & REFUNDS

How can I return or exchange an item?

Returning & Exchanging an item has never been easier! 

 At Twiin.Co, we want to ensure that in the event you needed to return an item, you have direct communication with us! 

 With just a few quick and easy steps, you can start your return or exchange. Please go to the Return Portal page to start your claim.Before submitting this request, please refer to our Returns & Exchange Policy


Refunds: Once we confirm the item you want to return is in eligible condition for returns, you can expect a refund posted to your original method of payment within 15 business days. 

PRIVACY & SECURITY

How do you protect my data?

Twiin.Co values keeping your personal information private. That’s why we obtained an SSL certificate, meaning that customer data is backed by a warranty from Comodo SSL. We also adhere to Shopify’s privacy policy. Because of this, you can feel safe when you order through our online clothing shop.