FAQ
FREQUENTLY ASKED QUESTIONS
If you have any further questions or comments, please send an email to our Customer Service at customerservice@twisttango.com.
Where is my order?
After your order has been collected from our forwarder, you will get a notification with your tracking number to follow your package. All orders placed before 1 pm on business days will be packed and shipped the same day.
How long does the delivery take?
The delivery usually takes 1-3 business days once your package is sent from our warehouse.
Read more about delivery’s HERE.
What does collect in store/ store pickup mean?
Collect in-store means placing your order online and picking It up in one of our Twist & Tango stores in Stockholm and Gothenburg. The stores are displayed at checkout, where you’ll be able to select the store most convenient for you. Orders placed with the collect in-store pick-up method will be shipped together with the weekly store order from our warehouse. This method helps us reduce the freight traffic and therefore is our sustainable way of delivering your package. Please note that the delivery time is a few more days, 1-6 working days. Thank you for choosing our sustainable freight method - Collect in-store!
Can my package be hold at my access point?
Your package will be held at the Postnord access point for 7 days. If you, for some reason, can't pick up your package, please get in touch with customerservice@twisttango.com, and we will help you further.
Can i change my order?
Once your order is placed and processed, we can not manually change your order in our system. If you, for some reason, placed a double order, you can contact our Customer Service at customerservice@twisttango.com, and we will help you.
Do you ship to my country?
Twist & Tango is currently shipping to the following countries in the European Union: Austria, Belgium, Bulgaria, Czech Republic, Croatia, Denmark, Estonia, Finland, France, Greece, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, and Sweden.
Where is my order confirmation?
Your order confirmation is sent to the provided e-mail address. If you want to change your e-mail address,
please email customerservice@twisttango.com. Otherwise, please check your junk mail if you haven't received it in 10 minutes.
How do i return an item?
When you shop at Twist & Tango’s webshop, you always have 14 days return policy. The 14-day period begins the day you collect your package.
When returning your item(s), the return shipping costs have been prepaid by Twist & Tango with a return label in your package. (The return freight will be charged once we receive your return when we make a refund). Please fill in the return form in your package. Tape the return shipping label outside of the package, making sure that you remove or cover the original address label. Submit the package to the access point where you collected the package. Once we receive your return, a return shipping charge of 59 SEK/10€ /59 DKK will be incurred.
Read more about returns HERE.
Can i exchange an item?
To make it as easy for you as possible when wanting to make an exchange, please e-mail us that you have made a return on the item(s) you wish to exchange and place a new order, no extra costs, of course.
Can i return/exchange in stores?
All orders purchased at Twist & Tango’s webshop can be returned or exchanged in all Twist & Tango stores within 30 days (except The Archive Pop-Up at Skånegatan 90). The 30-day period begins the day you collect your package.
Bring the returning item along with the return sheet from the package.
A refund will be made in 1-3 business days.
For exchange of size or style - a new order must be placed by the customer, alternatively be bought directly in the store with Klarna payment.
Find your closest Twist & Tango store HERE.
Returning to one of our Twist & Tango stores is free of charge; no return fee will be added.
How is the return process working?
A refund will be made once the item(s) is received and a quality check for any damages is cleared. Please note, once the return has arrived at our warehouse, it can take up to 7 business days for us to handle your return. If you have paid with KLARNA, you can mark your order as a return at your log-in.
Contact Klarna for any questions at 08-120 120 10.
What happens if i don´t pick up my delivery?
Domestic deliveries: The package must be picked up within 7 days of notification. If the parcel has not been collected within 7 days, a fee of 170 SEK will be incurred. This fee covers the costs that Twist & Tango incurs for sending and returning the package.
International deliveries: All international orders are delivered to your chosen address with UPS; if the delivery is unsuccessful, your order will be sent to an access point for pick up. The package must be picked up within 14 days of notification. If the parcel has not been collected within 14 days, a fee of 20€/170 DKK will be incurred. This fee covers the costs that Twist & Tango incurs for sending and returning the package.
I want to get in contact with one of the stores, how do i do?
You will find contact details and opening hours to all our Twist & Tango stores HERE
What if i receive my order and it's faulty or incorrect?
Please contact our Customer Care for support HERE. (Please quote your order number with your inquiry)
I have a gift card, how do i use it?
You can only use your gift card in our Twist & Tango stores.
Find your closest Twist & Tango store HERE.