We're here to help! Below you'll find answers to some of the most common questions about our policies, returns, and more. If you can't find what you're looking for, feel free to contact us anytime.
How can I contact TwenZi?
You can contact us by filling in the contact form on our Contact Us page. After completing the contact form, our customer service team will be happy to help you with whatever you need!
Does TwenZi ship worldwide?
We ship worldwide to numerous countries, but some exclusions apply due to external factors.
Can I change or cancel my order?
As we aim to process orders as fast as possible, you must request any changes/cancellations within 12 hours of ordering. All requests after this time will be denied. Your order can be returned for a full refund after it is received.
What payment methods does TwenZi accept?
We accept all major credit/debit cards, and payment processors.
When will my order be processed?
All orders are handled and shipped out of our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday. Orders will be processed within 1-3 business days from the order date and shipped the next day after the processing day. Please note that we don't ship on weekends.
How do I return an item?
Please fill out the contact form on our Contact Us page. After completing the contact form, our customer service team will help you with the return of the item.
How long will it take to receive my order?
What if I don't receive my order?
If you don't receive your order within 30 days after shipping, you are eligible for a full refund.
Where does TwenZi ship from?
We ship from our warehouse in China.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in Euros, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, which is determined by your local customs office. Payment of these charges and taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details on charges, please contact your local customs office.
What if the item(s) I received are defective/incorrect/damaged?
Please contact us if you have received merchandise that is incorrect, missing, and/or defective. Please include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your case as soon as possible.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact the card-issuing bank with questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company. It may take some time before the refund is posted to your account.