Shipping & Returns

Shipping Policy

When placing an order, please include your contact phone number and email address so we can keep you updated on your shipment.

UK Orders
All UK orders are shipped via Royal Mail, typically delivered within 1-2 working days (excluding public and bank holidays). A DHL Express option is also available at checkout for faster delivery.

International Orders
International orders are shipped via Royal Mail International (5-10 working days) or DHL Express (3-5 working days), depending on the option you select at checkout.

Please note that international orders may be subject to import duties and taxes, which - if applicable - may be payable by the customer on delivery. Whether duties apply depends on your country and order value; some countries (such as Australia) have duty-free thresholds that many orders fall under. These charges, where they apply, are collected by the courier (Royal Mail or DHL) and are outside of our control - as a guide, they can range from a small flat fee up to around 20-30% of your order value in some regions. We're unable to mark orders as gifts or reduce the declared value on customs paperwork, as we're required to declare the true value of all goods.ds.

If you have any questions about shipping to your country, email us at heysis@la-twin.co.uk and we'll do our best to help, sis.

Returns

If you are not completely satisfied with your purchase, we offer a straightforward returns process.

To be eligible for a return, items must be requested within 14 days of receipt and returned within a further 14 days. All items must be returned new, unused, and in their original packaging with all tags and labels attached. Please note that the anti-return ribbon must not have been removed or tampered with.

To request a return, please email heysis@la-twin.co.uk with your order number and reason for return. We will respond confirming the return address.

Please note that return postage costs are the responsibility of the customer.

Please allow up to 7 working days for your refund to be processed once our warehouse has received your return. A confirmation email will be sent to the account holder once the refund has been issued.

Return Shipping La Twin is unable to cover the cost of returns unless the item is faulty. We recommend sending goods back using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit. Please note we do not refund original shipping costs, duties, or taxes. All exchanges are delivered free of charge.

Faulty Items If you have received a faulty item, please contact us at heysis@la-twin.co.uk before sending anything back and we will guide you through the process.

Returns Monitoring We track the number of returns per customer. La Twin reserves the right to restrict or close accounts where an unusual pattern of returns is identified.

Exchanges

We offer complimentary exchanges on all UK domestic orders.

UK Orders UK customers may request an exchange within 14 days of delivery, with items returned within a further 14 days of the exchange being approved. Items must be unworn, unused, and returned in their original condition with all tags and labels attached, and the anti-return ribbon must remain intact. Once approved, we will arrange the exchange at no additional cost.

International Orders Exchanges are accepted on international orders; however, return shipping, duties and any associated fees are the responsibility of the customer. We recommend using a tracked and insured service, as we cannot be held responsible for items lost or damaged in transit.

Faulty Items If you have received a faulty item, please contact us at heysis@la-twin.co.uk before returning anything and we will guide you through the process.

Stock Availability All exchanges are subject to stock availability. If your requested item is unavailable, a refund will be issued in accordance with our Returns Policy.

For all exchange enquiries, please contact heysis@la-twin.co.uk with your order number.