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Returns & Refund


Our aim is to make you fully satisfied with your order. If for any reason, you are not pleased with your order and you would like to return an item, the returned items must comply with our returns policy. You may return your UNUSED product by filing out the Returns Form within 14 days of the date of delivery. Refunds are allowed, but product exchanges are NOT. Refunds are performed contingent that the client solely bares the return cost. The product – as stated earlier - must be returned new, unchanged, with its label on, and in its initial condition and its packaging.

If you would like to return an item, you must fully comply with the provisions stated below:
  • Items must be returned unworn, unwashed, undamaged and unused, with all tags included.
  • Items must be returned in their original packaging.
  • Footwear and accessories must be returned with the original branded boxes undamaged, and dust bags, where applicable, and must be placed inside a protective outer box for shipping.
  • Swimwear and lingerie must be returned with the hygiene seals attached.
  • Swimwear and lingerie must only be tried on over your own underwear and will not be accepted is they have been worn or stained. 
Please try on your purchases with great care and return them in the same condition you received them.

FAULTY ITEM

In case you have received an item in a damaged condition, or if it doesn’t match the description on our site, please advise our Customer Service team as soon as possible. Where possible we will arrange for a new replacement to be sent to you or a full refund of the faulty item.

CANCELLING YOUR ORDER
 
Cancelling under the Consumer Contracts Regulations.
Depending on where you live, you have a legal right to cancel your order under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs"). If you choose the option to cancel your order we will refund you the full price for any returned item that meets our Returns Policy and the original delivery fee, unless the consumer expressly chose a kind of delivery costing more than the least expensive common and generally acceptable kind of delivery offered by the trader. However you will be responsible for the cost and arrangement of returning the item(s) to us.
Except in relation to certain types of products as set out in this article, you may cancel a contract at any time before your order is delivered and up to 14 days afterwards, beginning on the day after we received your products.
Please view our Terms & Conditions for further information on cancelling an order under the CCRs or contact our Customer Service for assistance.
 
To cancel an order, you must clearly inform us, preferably:
By email on hello@dotwist.com giving us your name, address and order reference.
If you cancel an order (or part of an order) during the 14 days period, you must return the product(s) within 14 days after the day on which you received your order and must contain enclosed our returns documents, which must be filled and printed by you. You can find and print the form in the following link: Returns Form.

REFUNDS
 
If you cancel an order within the 14 day period, we will process the refund due to you. Our refund will be completed within 14 days after the day on which we received your return. We will keep you updated when we receive your returned items, as well as when the refund has been completed.  
 
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