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Shipping Policy — TwixStore

1. Purpose

This Shipping Policy aims to clearly and transparently establish the conditions related to the processing, dispatch, transportation, and delivery of products purchased through TwixStore.

By placing an order through our official channels, the customer acknowledges and agrees to the terms described in this policy.

2. Order Processing

All orders are subject to payment confirmation and, when necessary, verification procedures.

Order processing may take between 1 (one) and 5 (five) business days after payment confirmation. During this period, products are separated, inspected, and prepared for shipment.

Orders placed on weekends or holidays will be processed on the next business day.

3. Shipping Methods

TwixStore works with logistics companies and shipping partners selected according to the delivery region and service availability.

Available shipping methods may include:

Standard delivery
Express delivery
Private carrier services

Available options, delivery times, and shipping costs will be presented to the customer during checkout.

4. Delivery Times

Delivery times are estimates provided by shipping carriers and may vary depending on:

Delivery location
Logistics availability
Promotional periods
External and operational factors

The delivery timeframe begins after payment confirmation and completion of order processing.

TwixStore is not responsible for delays caused by:

Weather conditions
Strikes
Regional restrictions
Incorrect or incomplete addresses
Circumstances beyond our operational control

5. Order Tracking

After the order has been dispatched, the customer will receive a tracking code via email or another contact method provided during registration.

Shipment tracking may be monitored directly through the responsible carrier.

6. Delivery Address

Customers are responsible for providing accurate and complete delivery information.

If the provided address is incorrect or incomplete, TwixStore will not be responsible for failed deliveries, and additional shipping charges may apply for reshipment.

7. Delivery Attempts

Shipping carriers may perform multiple delivery attempts according to their internal policies.

If delivery cannot be completed due to recipient absence or inaccessible location, the order may:

Be returned to the logistics center
Become available for pickup
Require a new shipping payment for reshipment

8. Damages and Order Issues

Customers should inspect the package integrity upon delivery.

If damages, packaging violations, or order discrepancies are identified, customers are advised to:

Refuse delivery when possible
Contact TwixStore support immediately
Provide photographic evidence of the issue

9. International Deliveries

International orders may be subject to:

Customs duties
Local taxes
Customs inspection procedures

Such charges are the responsibility of the customer according to the laws of the destination country.

10. Policy Changes

TwixStore reserves the right to modify this Shipping Policy at any time in order to improve its services and comply with applicable regulations.

Return and Refund Policy — TwixStore

1. Purpose

This Return and Refund Policy establishes the conditions, deadlines, and procedures applicable to requests for exchanges, returns, and refunds for products purchased through TwixStore.

Our commitment is to ensure transparency, security, and a satisfactory shopping experience for all customers.

2. Right of Withdrawal

In accordance with applicable e-commerce laws, customers may request a product return due to change of mind within 7 (seven) calendar days after receiving the order.

To qualify for approval, the product must:

Be unused
Be in perfect condition
Include original tags and packaging
Be accompanied by proof of purchase

After the returned item is inspected and approved, the refund will be processed according to the original payment method used for the purchase.

3. Exchanges for Defective or Damaged Products

If the product has a manufacturing defect or arrives damaged, the customer must contact TwixStore within 7 (seven) calendar days after delivery.

The request must include:

Order number
Description of the identified issue
Photographic evidence of the product and packaging

After evaluation, TwixStore may:

Replace the product
Provide store credit for a new purchase
Issue a full refund

4. Conditions for Return Approval

Returns will not be accepted if any of the following are identified:

Improper use of the product
Damage caused by the customer
Missing original tags
Product alterations
Signs of wear or washing

TwixStore reserves the right to refuse requests that do not meet the criteria established in this policy.

5. Return Process

To initiate a return or exchange request, the customer must contact our official support channels providing:

Full name
Order number
Reason for the request

Once the request is approved, shipping instructions for returning the product will be provided.

6. Shipping Costs

In cases involving:

Defective products
Shipping errors
Incorrect items sent

Return shipping costs will be covered by TwixStore.

In other situations, shipping costs may be the responsibility of the customer, according to applicable laws.

7. Refund Processing Time

After receiving and inspecting the returned product, refunds may be processed within:

10 (ten) business days for credit card payments
5 (five) business days for bank transfer or instant payment methods

Processing times may vary depending on the financial institution involved.

8. Non-Eligible Products for Return

Returns will not be accepted for:

Personalized products
Promotional items marked as final sale
Products used or damaged by the customer

9. Policy Changes

TwixStore may update this Return and Refund Policy periodically to comply with legal requirements and improve operational processes.

Last updated: May 2026.