Customer care

 

FREQUENTLY ASKED QUESTIONS

Where is my order?

After your order has been sent from our warehouse, you will get a notice with your tracking-number so you can follow your package. All orders are processed within two business days at our warehouse.   

How long time does the delivery take?

The delivery normally takes 1-3 days once your package is sent from our warehouse. A delivery confirmation will be sent by e-mail when your order has left the Twist & Tango warehouse. Attached to the e-mail is a tracking number which will allow you to trace your order. There is greater purchase pressure than normal during sales, which may lead to some longer delivery time.

Read more about delivery’s HERE

What happens if I don´t pick up my delivery?

The package must be picked up within 14 days of notification. If the package has not been collected within 14 days a fee of 170 SEK will be incurred. This fee covers the costs that Twist & Tango incur for sending and returning the package.

Can my package be hold at my pick-up place?

We are sorry that we can´t help you to hold your package longer than 14 days at your pick-up place.

Can I change my order?

Once your order is placed, it can’t be manually changed. If you for some reason placed a double order, you can contact our Customerservice to cancel your order at customerservice@twisttango.com.

Do you ship to my country?

Twist & Tango are currently shipping to following countries: Austria, Belgium, Bulgaria, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Greece, Germany, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, United Kingdom.

If your country is not on the list? Send an email to Customerservice@twisttango.com, maybe your country is the next Twist & Tango are launching in!

Why haven’t I received any order confirmation?

Your order confirmation is sent to the provided e-mail address. If you want to change your e-mail address please send an email to customerservice@twisttango.com. Otherwise, please check your junk-mail.

Can I return an item?

When you shop at Twist & Tango web-shop you always have 14 days' right of withdrawal. The 14-day period begins on the day you receive your products. When returning your item(s) within Sweden the return shipping costs has been prepaid by Twist & Tango. (The return freight will be charged once we receive your return). For international returns the customer pays for the return shipping cost. Find more about returns HERE

Can I exchange an item?

We are not able to offer exchanges at this moment, so if you would like another size/style you will need to place a new order. You can then send the unwanted item(s) back to us for a return and refund as per Returns Policy HERE.

Can I return/exchange in stores?

All orders that has been placed on Twist & Tango’s web-shop can’t be returned or exchange in store at this moment.

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. Once the return has arrived to our warehouse it can take up to 7 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.

Where do I add my discount code?

The discount code must be registered at the time of purchase by entering in your code into the "Enter discount Code" box on the shopping cart page.

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 stores under INFO

What if I receive my order and it´s faulty or incorrect?

Please contact our friendly Customer Care for personalized support HERE. (Please quote your order number with your inquiry)

If you wish to reclaim any item(s) the same procedure is to be followed as explained above for "Domestic returns" and/or "International returns". If you do not longer have the original packing we recommend you to package the item(s) in a secure and enduring way. If you do not longer have the return form write a note that you enclose in the package with the following information: 
- Name
- Order-id
- Which item(s) you wish to reclaim and the reason to why
- A comment on if you prefer a credit or a new product for the reclaimed amount. 

If your reclaim on your item(s) is approved you will be credited the total amount of the item(s) or receive new good(s) if available in stock. Naturally Twist & Tango pay for the shipping costs both ways. 

If your requested reclaim is not approved the item(s) will be sent back to you. In this case Twist & Tango will not pay for the return shipping costs.

All matters concerning your requested reclaim will be confirmed to you via e-mail.