Shipping and Returns

 SHIPPING

Please note that our SPRING/SUMMER 2022 Collection is only available for pre-order and estimated shipping time will be between two-three weeks due to supply chain delays. Please be patient with us as we fulfill your orders.

UNITED STATES:

Standard orders under $100: $8 via USPS (3-5 business days)

Standard orders over $100: FREE via UPS Ground (3-5 business days)

Express orders: $20 via UPS 2nd Day Air (2 business days)

CANADA:

Standard orders under $100: as quoted (based on courier)

Standard orders over $100: FREE via Canada Post (3-5 business days)

INTERNATIONAL:

Standard orders: as quoted (based on courier)

Orders placed Monday through Friday by 1:00pm ET (excluding holidays) are shipped the same day. Orders placed after 1:00pm ET or holidays are shipped the next business day. Orders placed Saturday and Sunday will ship out the following Monday (excluding holidays). Saturday delivery is currently not available.

NOTICE TO INTERNATIONAL CUSTOMERS

You will be responsible for import duties, fees and taxes upon delivery of your international order. This charge is determined by your local customs authority. We suggest contacting your local customs office for additional information on these charges. Please note that transit times indicated above are provided by UPS and USPS, and are not necessarily guaranteed.

RETURNS

To initiate a return or exchange please email info@twin.nyc.

All return or exchange requests must be made within 14 days of your delivery date.

Items returned or exchanged are subject to a $8 restocking fee. Items returned in less than new condition are subject to additional dry cleaning fees. 

All items must be unworn, with tags attached and in their original slider bag packaging. We reserve the right to refuse or charge a restocking fee to items that do not meet these criteria.

EXCHANGES

Unfortunately, Shopify does not allow us to offer direct exchanges through our backend at this time. If you would prefer another item or size, please follow our return policy above, return the unwanted item for a refund and place a new order online via our website.

STANDARD PURCHASE TERMS

All full priced items are eligible for a full refund. Please email info@twin.nyc for any full priced item refund requests. Make sure to include your order number in the email and the item(s) you would like to return in your email to us.

Items that are bought as a bundle are also eligible for a full refund, as well as orders made by first-time customers who used the code provided when they signed up for our newsletter. 

Sale items are eligible for store credit or exchange ONLY.

PROMO CODE PURCHASE TERMS 

Full-priced items purchased with ANY promo or discount code are eligible for store credit or exchange ONLY.* 

*This excludes first time customers.

Sale items purchased with a discount code are eligible for store credit or exchange ONLY. 

Sample sale, one of a kind and deeply discounted items are final sale. They will be clearly marked on the product page as “final sale.”

Due to the high demand, none of our promotions and discounts are applicable to our coats at this time. 

INTERNATIONAL RETURNS

If a returned item is shipped international (excluding the United States & Canada), please clearly mark the package 'RETURNED GOODS' to avoid any Customs charges or delivery delays. T.W.I.N. (That’s What I Need) is NOT responsible for any return Customs charges made. Any charges incurred are the responsibility of the customer. If a package is unclaimed, you may have to pay a handling fee.

International Returns: The buyer is responsible for shipping back to the US, we cannot provide a return shipping label.

UNCLAIMED PACKAGES

For packages that are refused or not claimed within 14 days, T.W.I.N. (That’s What I Need), reserves the right to charge a handling fee to cover return shipping and freight companies’ administrative costs.

All other inquiries: info@twin.nyc.

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Reusable Packaging

We at T.W.I.N. believe that the world needs better solutions to single-use packaging. That's why we now offer an alternative. It's called RePack - reusable and returnable delivery packaging.

RePack simply reduces packaging trash and saves up to 80% of CO2 emissions compared to single-use packaging.
Add a Repack to your order for $3 and receive your goods in a reusable, environmentally friendly packaging. After returning RePack, you will get 10% off your next purchase!

RePack is currently only available for USA based orders and shipments.