Return and Exchange Policy FAQ
Frequently asked questions about returns, refunds, and exchanges.
How do I return?
Click here to take you to our returns portal - http://twentyfall.returnscenter.com
- Enter your order number and email address to start
- Follow the instructions and select the items you want to return
- Once your request is approved, you will get a confirmation email with shipping guidelines
What items are returnable?
- Within 14 days from the date of purchase
- In unused and resellable condition
- In the original packaging with all the tags intact
Full returns policy:
We reserve the right to reject returns on items that are sent back to us in a used state and/or not tried with care - this includes make up marks, false tan marks, perfume. Items that are sent back to us with the original tags unattached or tampered with will also be rejected and returned back to the customer.
What items are non-refundable?
The following items cannot be returned:
- Custom Orders
- Discounted items (if applicable)
The item I received is damaged!
If the purchased product is faulty, reach out to us within 7 days of the delivered date.
Can the items be exchanged?
We allow the exchange of purchased items for selectable variants. Once the exchange request is approved, the replaced item will be shipped to you.
What are the refund options?
The following refund options are supported:
- Refund to the original payment method
- Refund to store credit (if applicable)
How do I ship back the items?
For instructions on how to ship the returned products, refer to the email received after placing the return request.
How soon will I get my refund?
Once your returned item is received and inspected, you will be notified via an email. You will also be informed about the approval or rejection of your refund request. If approved, the refund request will be processed within 5 - 7 working days after approval.
My question is not addressed...
If you have any queries regarding return or refund, please email us email@example.com
In stock items:
You have 14 working days to return your order to us for a refund/exchange from the day you receive your order. In stock items are dispatched within 24 hours (Mon - Fri) & the product will say 'ITEM IN STOCK | USUALLY DISPATCHED WITHIN 24 HOURS'
Pre Order Items:
You have 7 working days to return your order to us for a refund/exchange from the day you receive your order. Pre Orders are available on items that we have sold out on in the size required & the product will say 'THIS SIZE IS A PRE ORDER. 7-10 DAYS TO BE MADE.', delivery time is 7-10 days and will be sent next day delivery once made.
*For items eligible for return*
- Furs need to be returned in a saleable condition. Furs can easily take on house smells, cooking smells, perfume etc, therefore we highly recommend keeping furs in the package and garment bag. If we receive returns in an unsaleable condition the goods will be returned back to you. Your item will need to be sent back tracked to us, please note we do not offer free returns and return costs will need to be paid for by the customer.
Custom orders are non refundable or exchangeable and are custom made for you. Please ensure you are 100% happy with your custom order before you purchase, your order will be processed straight away and will be made for you.
Custom orders take 10-14 days to be made and are sent next day delivery once ready. All furs created on the 'CUSTOM COAT' page are classed as custom orders AND products that say 'CUSTOM ORDER' when ordering.
Please email us firstname.lastname@example.org if you have questions regarding custom orders.
If you have any questions regarding your fur choice, style or size guidance please do not hesitate to contact us.
BEACHWEAR & RESORT WEAR
Beachwear/Resortwear will need to be received back to us within 14 working days from the day your item was delivered to you for an exchange/refund.
Please refer to the beachwear returns form with your order. Order will need to be sent back unworn & tags still attached, if your order is sent back without this the order will be sent back to you.
Your item will need to be sent back tracked to us, please note we do not offer free returns and returns costs will need to be paid for by the customer.
Click here to take you to our returns portal