FAQ

Your Questions, Answered.

If you can't find your question answered here, feel free to reach out to our customer service desk at support@twinningstore.com

QUICK HELP

What do I do if I ordered to the wrong address?

If your item has not shipped yet, we can still change this the mailing system. However, once you have received a shipping confirmation from us, it is unfortunately not possible to change. We strive to make you happy so please contact us as soon as possible at support@twinningstore.com and we will do our best to accommodate you. Make sure to include your order details (including order number).

How do I apply a discount code?

If you order qualifies for free shipping or a time sensitive campaign, this discount will automatically applied at checkout. If you've received a discount code, you will be able to add this at checkout. Please note: Promotions cannot be combined with any other discount, applied to previous or future orders, or additional shipping costs. All promotions are in U.S. dollars. 

How will I know if order is placed successfully?

You'll receive a shipment confirmation once your order has been dispatched. If you have chosen a shipping alternative with tracking at check out, you will also receive a tracking code in this email. Please note, if you have opted for a shipping alternative without tracking, we cannot assist in the tracking after dispatch. If you need additional help on this, we encourage you to reach out to the carrier.

How do I check the status of my order?

Once you place an order with us, you will receive a confirmation email. As soon as your order has been shipped you will also receive a shipment notification email that will contain tracking information with an ETA for delivery. If you have not received these emails to your inbox you may need to check your spam or promotions folder.

If you have an issue with your shipment, the best recourse is with the carrier themselves. While Twinning Store Customer Service will do what we can to assist, please know that Twinning Store can’t be held responsible for delivery issues (including delivery to the wrong address, lost / stolen in transit, or delayed by 3rd party shipping companies, postal depots, freight forwarders, etc.)

How do I return an order?

We hope that you love your purchase from Twinning Store! If for any reason you are not completely satisfied with your purchase we accept returns within 7 days of the original purchase. Merchandise must be unworn, unwashed and in its original condition with all tags attached. Refund will be made in the form of the original payment within two weeks of receiving the goods back in our warehouse. E-gift cards and final sale items cannot be returned or refunded. You will be required to pay the cost of shipping the package back to Twinning Store via a tracked service. We do not reimburse for the postage required to return.

How can I exchange an order?

For purchases made on TwinningStore.com use our easy return & reorder process. Simply return your original product and place a new order. If you need a return label or would like assistance, please contact us. Our Customer Service team would be glad to provide you a return label and assist you in placing a new order.

SHIPPING

Where do you ship?

We ship worldwide! Our shipping rates vary based on destination and are calculated at checkout. Please note that Non-US customers are responsible for any duty or customs fees which may be collected upon the delivery of your package.

How long does it take to get my order?

Please allow 3-5 business days processing time from when we receive your order. Then add an additional shipping time as listed below:

Delivery Times:
Within USA:
3-5 business days via USPS
3-8 business days via FedEx SmartPost

Within Canada:
5-10 business days without tracking

Worldwide:
10-20 business days without tracking

I got an email saying my order was shipped, where is it?

If you have an issue with your shipment, the best recourse is with the carrier themselves. While Twinning Store Customer Service will do what we can to assist, please know that Twinning Store can’t be held responsible for delivery issues (including delivery to the wrong address, lost / stolen in transit, or delayed by 3rd party shipping companies, postal depots, freight forwarders, etc.)

Do you ship internationally?

Yes, Twinning Store ships globally.

Any order shipped to a destination outside of the United States may be subject to import duties and/or taxes. As the recipient, you are the importer and must comply with all applicable laws and regulations. Import Duties and Taxes vary depending on the destination country, as well as value of shipment. Filson charges only the merchandise and shipping charges to your credit card. Import taxes and duties are collected by the international carrier upon delivery.

How come I'm not seeing any updates on the tracking information?

Don’t stress! If your tracking information says “Label Processed,” that means we’re busy getting your order prepared to ship.

PRODUCTS

What is your clothing made of?

Most of our clothing is made of 100% cotton. All product pages list the specific product material. For any specific questions on this, please contact us at support@twinningstore.com.

What makes Twinning Store products unique?

Our company was created because we couldn’t find twin fashion products that matched our sense of style. We have created a range of products that are comfy and chic enough to wear for every occasion. Our mission is to make sure everyone can flaunt their twin-ness year round.In addition, we pride ourselves on quality and therefore choose top materials. 

OTHER QUESTIONS

How do I contact you?

We are available Monday through Friday 9-4PM PST per email (support@twinningstore.com), by phone +1 877 34 TWIN (8946), or through our contact form.

What do I do if I have a question not addressed here?

We want to hear from you! Please email us at support@twinningstore.com. For any order related questions, please include order details (including order number).