CUSTOMER SERVICE

Welcome to the twillnyc.com website (“Site”). TWILL NYC, INC. (“twillnyc.com”, “TWILL NYC”, “we”, “us”, “our” or “Site” as the context permits) provides this Site as a service to its customers.

Registering / Creating an account

You only need to register or create an account on our Site if you are making a purchase. You may access your account by using your email address and a password that you have created. If you are signed up on our mailing list, this does not mean you are registered.

To access your account in the future, click the MY ACCOUNT link located at the top of any page and enter the e-mail address and password, you created at checkout. If you have not checked out, but would like to create an account, simply click the MY ACCOUNT link and follow the steps to create a new account.

Shopping Online

To add an item to your SHOPPING BAG, simply click the ADD TO MY BAG link located immediately next to, below or above the item you want to purchase. Items you put in your bag will not be purchased by you until you have completed the checkout process.

To remove an item from your bag, simply click the REMOVE link.

To view what is in your bag at any time, click the MY SHOPPING BAG link located at the top of any page.

To purchase what you've selected, go to MY SHOPPING BAG and click “CHECKOUT”. Click here to shop now.

Sales Tax

Sales tax is charged only to states where we have a physical presence. Currently this is only New York State.

Credit Cards

We accept the following credit cards: Visa, Master Card, American Express, and Discover. We also accept PayPal payments.

Shipping Policy

In-stock items are generally shipped within two business days following the receipt of your order. You will be notified by email within 24 hours of receipt of your order if there will be a delay in shipping. If you order an item that is temporarily out of stock, we will place your order on hold and ship it once this item is back in stock.

We ship to the continental United States, Alaska, Hawaii and most of the United States territories. The United States territories to where we ship include: American Samoa, Guam, Puerto Rico, and the U.S. Virgin Islands.

We also ship internationally to major destinations.

We do not ship to APO/FPO addresses, as well as PO Boxes.

We try our best to offer the most affordable shipping options with the best guarantee of delivery. For all orders to be delivered within the continental United States, Alaska, Hawaii and most of the United States territories we will ship via USPS Priority Mail with tracking. For all international orders, we will ship via USPS Priority Mail International with tracking.

Please note that all orders over $350 require a signature upon delivery.

Domestic shipping to be delivered within the continental United States, Alaska, Hawaii and most of the United States territories is FREE on orders over $100. Shipping for domestic orders under $100 will cost $6.95. International shipping is FREE on orders over $200. Orders to be delivered to international destinations will be shipped via USPS Priority Mail International with tracking and will cost $28 for orders under $200. In order to qualify free shipping, the value of your order must total more than $100 for domestic orders and more than $200 for international orders before taxes and after applying any promotional or coupon codes.

Domestic Shipping (includes Alaska, Hawaii and most of the United States territories)

Cost up to USPS Priority Mail (2 to 3 business days) Express (1 to 2 business days)
$99.99 $6.95 Please contact us
$100.00 and up Free Please contact us

International Shipping

Cost up to USPS Priority Mail International (6 to10 business days)
$199.99 $28
$200.00 and up Free

International Taxes, Duties And Customs Fees

Risk of loss and title for merchandise shipped internationally will pass to you upon our delivery to the carrier. When ordering from twillnyc.com, you are the importer and must comply with all laws and regulations of the destination country. You authorize us to designate a carrier to act as your agent with the relevant customs and tax authorities in the destination country. We ship your package DDU, “duties and taxes unpaid”, and do not collect VAT, duties and/or taxes and cannot predict what your particular charges may be. If the order is a gift, the package is marked “Gift”, but the cost of the item is still stated on the customs form. Customs authorities require us to state the value of the gift item directly on the package. For more information regarding your country’s customs policies please contact your local customs office. All taxes, duties and customs fees are the responsibility of the recipient of the package. Your local post office or carrier can give you information on the method of payment accepted for the duties, taxes and other fees collected upon delivery.

Tracking Your Order

Once your order has been processed and shipped, an email containing the tracking number will be sent to your registered email. If you do not receive the shipping confirmation email within 5 business days from your order date, go to the "My Account" page to get the tracking number for your order.

 

Return Policy

Providing superior customer service and the highest quality of merchandise is very important to us. If you are not happy with your purchase for whatever reason, we will accept returns and exchanges on items that are in their original condition. Return or exchange items must be new, unused, have all original tags attached, and items must not have been worn, washed or altered. Merchandise that has been damaged due to your negligence cannot be returned or exchanged.

IN THE INTERESTS OF HYGIENE WE DO NOT OFFER EXCHANGES OR STORE CREDIT ON PIERCED JEWELRY UNLESS THEY ARE FAULTY OR UNFIT FOR PURPOSE. ALL SALE PRICED ITEMS ARE FINAL SALE AND CANNOT BE RETURNED OR EXCHANGED.

To begin the returns and exchanges process you must contact us at returns@twillnyc.com within 7 days of receipt of your package and detail the nature of your return or exchange and indicate whether you would like a refund, store credit or an exchange. Please note that we are only able to offer size exchanges. If you wish to exchange your item for an alternative style, we suggest that you return it for a store credit and purchase the new item separately. For an exchange request, we will check if the size you requested is in stock. If not, you may choose to return the item. You will receive a Return Authorization Number via email along with the address to where you should ship the items you wish to return or exchange. The original invoice and the Return Authorization Number must accompany the items you wish to return or exchange. We will not accept packages without a Return Authorization Number. We do not refund shipping and handling charges, and you will be responsible for the cost of shipping merchandise back to us. Returns and exchanges on all regularly priced merchandise must be postmarked within 5 days of receipt of your Return Authorization number. We suggest you ship all items using shipping methods with tracking capabilities. We are not responsible for lost packages and we cannot issue a refund if your package is lost or damaged. We will not accept CODs. Insuring the package for the full amount of the merchandise you are sending back to us is recommended. This will provide you with recourse on your package, as we will not be responsible for missing packages.

Once we receive your package, it will undergo a quality control check. Upon acceptance of the merchandise for exchange, the new item will be shipped upon availability. The new item will be shipped with the second shipping rate charged to the credit card that was used for your original purchase. The second shipping rate on all exchanges to be shipped for delivery within the continental United States, Alaska, Hawaii and most of the United States territories will be $6.95 regardless of the price of the replacement item. The second shipping rate on all exchanges to be shipped internationally will be $20 regardless of the price of the replacement item. Upon acceptance of the merchandise for return, we will process your refund within 7 business days. All refunds will be credited to the original purchaser’s credit card. Please note that exact time in which you will receive your refund may be dependent upon your financial institution, and unfortunately we are unable to influence this.

If your order has been sent to a destination within the United States, all sales taxes will be refunded. Outside the United States, customs duties and sales taxes are non-refundable through TWILL NYC. However, you may be able to recover these by contacting your local customs bureau directly. We recommend that you hire a customs broker if you wish to claim back duties on returned merchandise.

We reserve the right to reject any returns/exchanges that do not comply with our return policy requirements. If your package is not accepted, it will be sent back to you at your expense and a refund will not be granted.

Cancelling an Order

Once an order ships it cannot be cancelled. To ensure that we receive your cancel request prior to the order being processed, you must contact us via email at info@twillnyc.com within 2 hours after you have placed your order.

Promotional Codes / Coupon Codes

Promotion codes are applied to specific items in a SHOPPING BAG and given to users at the conclusion of the checkout process. Discounts do not apply to taxes, shipping and handling charges or any similar processing charges. Promotion code discounts are not combinable with other offers. Promotional codes may not be retroactively applied to orders that have already been processed. Limit one promotion code per customer per sale.

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Copyright © 2017 TWILL NYC ALL RIGHTS RESERVED. Created by Attob, Inc.

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