Refund policy
Return & Refund Policy – All Sales Final
Thank you for shopping with Twin Exes. Please read our return policy carefully before making your purchase. Order details can be changed by emailing our store email within 4 hours of your order.
We create limited drops, and each piece is part of a curated collection. Because of this, all sales are final. We do not offer returns, refunds, or exchanges under any circumstances once an order is placed, except in cases where the wrong size has been sent or if you receive a defective product. Make sure you order your correct size before placing.
If we accidentally send you a product that is different from your order, we will provide either a replacement or a full refund.
Please ensure you have selected the correct size, style, and quantity before completing your order. If you have any questions about a product before purchasing, feel free to contact us at store@twinexes.com.
Damages or Issues
Although we do not accept returns or exchanges, we absolutely care about the quality of your experience.
If your item arrives damaged, defective, or if you receive the wrong item, please contact us within 48 hours of delivery at store@twinexes.com. Include your order number, a description of the issue, and clear photos of the item and packaging. We’ll evaluate the situation and, if appropriate, arrange for a replacement or resolution at our discretion.
Please note: We are not responsible for damages caused by improper use, accidents, or normal wear and tear.
Non-Returnable Items
To reiterate, all items are non-returnable. However, for clarity, we do not accept returns under any condition, including but not limited to:
-
Worn or used items
-
Items without original tags or packaging
-
Sale or promotional items
-
Gift cards
-
Custom or personalized orders
-
Items marked final sale
-
Products damaged by the customer
Exchanges
We do not process direct exchanges. Because all sales are final, we recommend double-checking your order details before completing your purchase. If you're unsure about fit, style, or sizing, please reach out to us beforehand.
Shipping Errors or Lost Packages
If your tracking information shows your package was delivered but you did not receive it, please first check with neighbors, your local carrier, or your building manager. If the issue remains unresolved, email us at store@twinexes.com, and we’ll do our best to assist — though we are not responsible for lost or stolen packages once marked as delivered.
Additionally, Twin Exes is not responsible for packages that are undeliverable or returned due to incorrect or incomplete address information entered at checkout. Please double-check your shipping details before placing your order to ensure successful delivery.
Need Help?
If you have any questions at all about your order, the items, or this policy, reach out to us at store@twinexes.com. We’re happy to help however we can — before you hit “place order.”