Frequently Asked Questions
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The shipment is made by express courier.
Costs vary according to the method chosen and the country of destination and are indicated during the order confirmation procedure.
Delivery is expected within 24 / 48h working throughout Italy (excluding islands and smaller locations and unless delayed by the courier).
Deliveries are not made on Saturdays and Sundays and on public holidays; they are then performed on the first following business day.
Delivery times are purely indicative and may vary.
As for shipments abroad, delivery times vary according to the country of destination.
NB: the courier does not make preventive calls and does not manage requests for delivery at particular times.
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Should you be absent from the place specified for delivery, the courier will leave a coupon in your mailbox or near your intercom; the coupon will be notified of the passage of the courier and you will be provided with the telephone number to contact to agree on the return.
After two failed delivery attempts, the goods will go into stock and you will be contacted by our Customer Service to provide the information necessary for the release.
The costs of storage will be at your expense.
If we do not receive a response within 2 days, the goods will return to our warehouses.
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If the product you purchased is not to your liking, you can request the return authorization by contacting us by email within 14 days of receipt.
After receiving the authorization from our Customer Service, you must return the package at your expense to the address that will be provided to you.
Once the goods have been returned to the warehouse, their conditions will be checked and the refund will be processed within approximately 3 working days.
The goods that will be returned in unsuitable conditions for the return will not be refunded.
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In the event that the product you received should be different from the one you ordered (or defective), we will take full responsibility for the return.
You must request the return authorization by email within 14 days of receipt, after which you will be provided with instructions for defining the collection service with the carrier, without any additional expense.
Once the goods have been returned to the warehouse, their conditions will be checked and the refund will be processed within approximately 3 working days.
The goods that will be returned in unsuitable conditions for the return will not be refunded.
We reserve the right to request photographic evidence before authorizing the return.
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All our items have a limited warranty on defects in materials and workmanship for a period of 2 years from purchase on twigstore.com or at an authorized dealer.
The warranty is not valid in the event of accidental damage, damage resulting from improper use, negligence or other factors not due to defects in material or workmanship.
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It is possible to return an item within 14 days of its receipt.
Before proceeding with the return of a product, you must request authorization via email from our Customer Service.
Based on the reason for the return, you will be shown the procedure to follow.
Please do not send the product back before we have received authorization from our Customer Service.

Each garment must be returned inclusive of all original labels, packs and accessories (dustbags, hangers, clothes covers, boxes, etc ...) received together with the order, which are considered in all respects an integral part of the product itself and which are not must have been in no way damaged and / or altered.

We reserve the right not to accept returns if the delivery involves additional costs or requires collection at a branch of the courier.
We also reserve the right to refuse returns that are unauthorized or otherwise do not comply with all the conditions.
In these cases, the goods will be returned to the sender at the original shipping address.

In the event that a refund of the money is requested, only the cost of the product will be refunded.
Shipping costs and any cash on delivery will not be refunded.
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