Política de reembolso

Return Policy
We aim to provide products that benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.

Returnable items
Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:

Faulty items damaged/broken, or soiled upon arrival.
Items received in the incorrect size/color.
*Warranty: 30 days for all accessories, apparel, bags, and shoewear.
Items that can be returned/refunded or exchanged within 7 days of receiving must follow the criteria as below:
Items have not met your expectations.
Items are unwashed, unworn, unused, with tags and unaltered.
Note: in this situation, we will not be responsible for the return shipping cost.

Return Conditions:
For items with no quality issue, please ensure the returned items are unused and in the original packing. All return requests must be authorized by our customer service team before shipping to our returned address. Our team will not be able to process any returned items without a product return form.

Non-Returnable Items
We cannot accept returns in the following conditions:
Items outside the 30 days warranty time-frame.
Washed, worn, used, tag-removed or misused items.
Items under the following categories: Made-to-order items, Made-to-measure items, Customized items, Clearance items, Disposable items
Before Making a Return Request
For any reason, if you would like to cancel your order while the order is undergoing the shipping process, you will need to wait until you receive the package in hand before making a return request. If the package is international and is a Cross-Border Shipped item (Any place outside of the 50 United States of America). This involves complicated procedures, international customs clearance, and local and international shipping carriers and agencies.

If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stations or post office, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.

If the package is returned to our fulfillment center because of the customer's personal reason (such as wrong address/no consignee, customer refuses to accept package/pay tax fee), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation.

To return an item locally, our fulfillment center must receive the returned items within the 7-day period warranty period for a full refund minus shipping costs. If we receive the item after the 7 day warranty period at our fulfillment center (day 8-day 15) you are eligible as a customer for a 50% refund back minus the shipping charges. If we receive the item after the 15-day partial warranty period (day 16-day 30) at our fulfillment center you are eligible as a customer for a 25% refund back minus the shipping charges.

Return address & refunds

Return address: You will need to send your returning products to our fulfillment center in Texas. Please always contact us prior to returning the items by submitting a ticket to obtain a Product Return Form with the related returns address.

Refunds: The refund will be issued to your TWID Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable.

If you want to return the product, please confirm that you’ve received your package, complete the return ticket form by clicking "Order Received" and enter the date received. Then click the option to "Return or Exchange" Ticket. After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status and the proof you provided.

If you need assistance, please Contact Us.