SHIPPING, RETURNS & REFUND POLICY
We are happy to inform you that Twin flame ships its items internationally with our partners Colissimo and DHL Express so that you can receive your items as soon as possible and under the best conditions. Below you will find more about the shipping :
Lead time regarding the pre-order:
The Twin flame items are available in pre-ordered which means that your product has a lead time for production and to this will be added the lead time for delivery. The overall time frame will be indicated on the product description page.
Shipping time frame and shipping cost :
The shipping costs are the responsibility of the customer and may vary depending on your address (country), the shipping price will be displayed during checkout before payment.
Shipping within France : 1 to 3 working days (Colissimo)
Shipping International : 2 to 5 working days (DHL express)
These lead times are given as an estimate only and may vary. If you have any trouble locating your parcel do not hesitate to contact our customer service at : email@example.com
What countries do you ship to?
We ship worldwide except to the following countries :
Afghanistan, Anguilla, Antigua-et-Barbuda, Aruba, Bahamas, Bahreïn, Bangladesh, Barbade, Belize, Bermudes, Bhoutan, Brunéi Darussalam, Comores, Congo-Brazzaville, Congo-Kinshasa, Costa Rica, Curaçao, Dominique, Fidji, Géorgie du Sud et îles Sandwich du Sud, Grenade, Guatemala, Haïti, Honduras, Île Bouvet, Île Christmas, Île Norfolk, Île de Man, Îles Åland, Îles Caïmans, Îles Cocos, Îles Cook, Îles Féroé, Îles Heard et McDonald, Îles Malouines, Îles Pitcairn, Îles Salomon, Îles Turques-et-Caïques, Îles Vierges britanniques, Îles mineures éloignées des États-Unis, Irak, Jamaïque, Kazakhstan, Kirghizistan, Kiribati, Laos, Libye, Madagascar, Maldives, Mali, Martinique, Maurice, Mauritanie, Mongolie, Montserrat, Myanmar (Birmanie), Nauru, Népal, Nicaragua, Niue, Nouvelle-Calédonie, Ouzbékistan, Pakistan, Panama, Papouasie-Nouvelle-Guinée, Pays-Bas caribéens, Polynésie française, République centrafricaine, République dominicaine, Saint-Barthélemy, Saint-Christophe-et-Niévès, Saint-Marin, Saint-Martin, Saint-Martin (partie néerlandaise), Saint-Pierre-et-Miquelon, Saint-Vincent-et-les-Grenadines, Sainte-Hélène, Sainte-Lucie, Salvador, Samoa, Sao Tomé-et-Principe, Seychelles, Somalie, Soudan, Soudan du Sud, Sri Lanka, Svalbard et Jan Mayen, Tadjikistan, Tchad, Terres australes françaises, Territoire britannique de l’océan Indien, Territoires palestiniens, Timor oriental, Tokelau, Tonga, Trinité-et-Tobago, Tristan da Cunha, Turkménistan, Tuvalu, Vanuatu, Wallis-et-Futuna, Yémen, Île de l’Ascension.
Shipping to Russia :
You must provide a company address at checkout as our courier DHL will not deliver at a personal address.
Shipping to the UK :
As from the 1st of January 2021 a parcel over £ 135 for export to the UK may imply that the recipient will be responsible for paying any taxes or customs duties that apply to the country of destination.
We reserve the right to extend the delivery time due to customs.
If your package is returned to us, we will not be responsible for shipping costs to send your items again.
Taxes and duties :
Please note that taxes and duties are not calculated at checkout. Orders that are designated for shipment to countries outside of the European Union may be subject to local taxes, customs, duties, and fees levied by the destination country. The recipient of the shipment is the importer of record in the destination country and is responsible for all Import Fees. If you refuse a shipment from Twin flame, you are responsible for the original purchase and shipping charges, any Import Fees that are incurred on the package, and the cost of returning the package to Twin flame.
We really hope that you love your Twin flame items as much as we do. If you do wish to make a return for any reason, here is what you need to know:
Conditions to return a Twin flame item :
- Items must be returned within 15 working days of receiving your order.
- Goods returned must be unused and in the original packaging with the safety tag on and intact.
- Items must not be damaged, soiled or altered (be careful with makeup and deodorant marks).
- Items on sale cannot be returned or exchanged.
Please note that Twin flame reserves the right not to refund the item following a return if the above conditions are not met.
To begin the return process, please proceed as follows:
- Please add inside your package a copy of the invoice or any other element making it possible to verify the order in question, and its holder, so that we can process the returns as efficiently as possible.
- All orders are sent in reusable Repack packaging. Simply put your item in its protective envelope and place it in the Repack white package then stick a new shipping label so that your package is ready to be shipped.
- The customer is responsible for the cost of shipping the item back to us. Please return your items to the following address :
- Please obtain a tracking number when sending your package. We also recommend that you obtain proof of postage for your records.
- Please note we do not stand for customs payments. Any international shipping fees associated with returning items are the sole responsibility of the customer and we cannot refund these costs.
Return policy for incorrect, faulty or damaged items :
If you receive an incorrect, faulty or damaged item, please contact our customer service immediately at firstname.lastname@example.org . Please include a photo of the item and we can advise you on how to proceed.
The refund is made within 15 days from the date on which the return was received by our warehouse if all the conditions mentioned in the return procedure are met.