Refund policy

If you're not fully satisfied with your purchase, you may return it for a TWN-KL online store credit or a refund to the original payment method within 14 days of the delivery date

Please note: Refund processing times may vary depending on your bank.

Eligibility Requirements

To qualify for a return:

  • The return request must be submitted within 14 days of the delivery date
  • The item must be unworn, unused, and in its original packaging
  • Return shipping costs are the customer’s responsibility and are non-refundable
  • Returns for store credit are free and not subject to return shipping fees
  • Gifts are eligible for TWN-KL store credit only

Return Shipping Process

  1. Start your return by getting in touch with us
  2. Securely package the item in its original packaging
  3. Ship using a traceable, insured method
  4. Once received and inspected, your store credit or refund will be issued

Please note: TWN-KL is not responsible for return shipments that are lost or damaged in transit.

Final Sale / Non-Returnable Items

Sale pieces are offered at exclusive pricing and are final sale. Please review all product details before purchasing.

The following items cannot be returned or exchanged:

  • Custom or personalized items
  • Engraved pieces
  • Made-to-order items
  • Items purchased under promotions or sales
  • Earrings (for hygiene reasons)
  • Any item marked “FINAL SALE”
  • International orders

Incorrect, Damaged, or Defective Items

If an item arrives incorrect, damaged, or defective:

  • Customers must contact TWN-KL within 48 hours of delivery
  • Photos of the item and packaging are required
  • Once verified, the item may be replaced, repaired, or exchanged at no cost to the customer

Failure to notify us within 48 hours may result in denial of replacement, repair, or exchange.

Order Changes & Cancellations

  • Orders may typically be canceled within 24 hours of being placed
  • Once processing or production begins, cancellations may no longer be possible
  • Address changes must be requested immediately. If the order has already shipped, the address cannot be changed or rerouted