FREE WORLDWIDE SHIPPING FOR ORDERS OVER €250

FAQs


SHOPPING

Do I need to create account to place an order?
You do not need to create an account to place an order. However, we do recommend you register for a DO TWIST account in order to be able to save and review your favorite items in your wish list, and browse through your order history at any time. Moreover, creating a DO TWIST account will allow you to benefit from exclusive offers and flash deals while staying up to date with our latest product alerts and fashion inspiration from around the world.  

I forgot my password. What do I do?
No worries, it happens to the best of us. Just go to the SIGN IN page, and click on “FORGOT PASSWORD?” and enter your e-mail address. Then simply follow the instructions.

How do I stay up to date with DO TWIST and latest fashion from around the world?
We know that you’re too busy to visit our website daily, so you can sign up to our email newsletter anytime to  stay up to date on new products, collaborations, flash deals, exclusive offers and fashion inspiration from around the world. You will find the link to subscribe at the bottom of each of our e-shop. Just type on your email and click SUBMIT. Shortly after, you will receive an email to confirm your subscription.

How do I place an order?
We know you love great fashion without any fuss, so we made this process simple:  
1. Browse our website by either choosing a specific product category or navigating by designer from the top navigation menu. You can also use the “Search” at the top of the homepage to look for a specific designer or type of product.
2. When you are ready to order a product, select your size (if applicable) and click “ADD TO BAG”. When you finish adding your items, go to “CHECK OUT” by clicking on the bag icon at the top of all pages.
3. To check out, simply sign in to your account or alternatively add your email address and billing address to proceed.
4. Select your preferred shipping method, enter your address, choose the payment method, and fill in the payment information. Then click SUBMIT.

​Do you have any information about the size & fit of your items?
Yes, you can find this section on the respective product page, under the Size & Fit tab. 

Can I change or cancel my order?
Please contact our Customer Service team by sending an email to hello@dotwist.com as soon as possible if you decide to change or cancel your order. 

PAYMENTS

In which currency can I shop?
While you can order from many countries across the world, all prices on DO TWIST are shown in EUR and you will be charged in EUR as well.  

Which payment methods do you accept?
We accept payments via Paypal. We do not offer cash on delivery.

When will my card be charged for the order?
Your card will be charged right after you complete your purchase via your chosen payment method.

Are my payment details safe?
Your payment details are safe with enhanced security provided by PayPal and the use of advanced encryption services (SSL). Your credit card details are not saved on our platform.
 
SHIPPING

What is the shipping cost?
Please refer to the Shipping & Delivery page for detailed shipping fees.

When will I receive my order?
Your product will be dispatched according to the information provided to you on the item’s page under the tab “Product will be dispatched in”. The delivery time after dispatch then depends on the shipping method you have chosen at check out (standard or express shipping). In case you have ordered from 2 or more designers, you should expect your order to arrive separately.

Will I need to pay additional taxes and duties?
Subject to your delivery address, different taxation rules and additional charges may apply. Import duties might need to be paid upon receipt of the products. We have no power to control these charges and we will be unable to advise on their amount. You will be responsible for payment of any such import duties and taxes that are not included. Please contact your local customs office for further information and a “landed cost estimate” before placing your order. For any questions with regards to from where your product is being shipped, you can contact us on hello@dotwist.com.
You should know that if you return an item, for which you have paid taxes and import duties you are the one who is responsible to reclaim duty directly from your local customs office, due to the fact that those fees were not included in our prices.

RETURNS

​Can I return my item(s)?
Sure, if you are not happy with an item or if you changed your mind, you can return it for a refund within 14 days of the delivery date. Simply download and fill in the Returns Form and include it in the parcel with your returned item(s). Then arrange the return with your local postal service the soonest. We recommend that you use a tracked service. All returned item(s) must comply with our Returns Policy. Item must be in its original condition, tags and packaging included. For further information on returns, please view our Returns Policy.

Can I exchange items?
We only do refund for returned item(s). In case you wish to order a different item, please order it directly from our e-shop and return the other item(s) as described above. 

How do I package my return?
Please package the item(s) in their initial packaging if applicable and/or any other appropriate box – always ensuring that the returned item(s) will arrive safely and without any damage. 

When will I receive my refund?
Your refund will be processed within 14 days from the day on which we received the item(s).

Will the shipping be refunded?
The fee you paid to receive your products will be refunded to you. However, refunds are performed contingent that the client solely bares the return cost.

Will the taxes & duties be refunded on return?
If you return an item for which you have paid taxes and import duties, you are the one who is responsible to reclaim duty directly from your local customs office, due to the fact that those fees were not included in our prices.
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