Twisted Soul Return Policy
RETURNS
Q: There is a problem with my item, what do I do?
A: We want you to be pleased with your purchases so we guarantee to refund any item you are not completely happy with, as long as it is returned in a re-saleable condition with all tags attached and the order form or photocopy of the order form. We may not be able to process your refund without a copy of the order form. Refunds will be charged against the original method of payment.
We must receive your return within 30 days of acknowledging in writing your wish to return your order. In the interest of hygiene we will not be able to accept the return of underwear, swimwear, pierced jewellery or cosmetics unless they were of unsatisfactory quality when we sent them to you.
Q: Can I return or exchange an item in store / stockist?
A: Yes. Within 30 days of receiving your order. Just pop along to your nearest store and take your despatch note and receipt with you. Also remember to take the card you used to purchase your order with online. The actual cardholder needs to be present when the return is processed.
Q: What about returns by post?
A: We offer a free returns service for UK customers. Simply follow the instructions on the delivery note included on your order. It is important to get a proof of postage when returning your items. The Post Office will provide you with a tracking number for this. We can not refund anything until we have received the goods back and we can not take responsibility for any returns by post that does not make it to us or gets lost in transit.
REFUNDS
Q: How long does it take to process a refund?
A: Once you have sent an item or items back to us for a refund, it can take up to 7 days for that refund to be processed and for the money to appear in your account. When you have cancelled an order before it is despatched, certain banks can take up to 5 working days to put the money back into your account.
Q: Can I get a refund on special offer items?
A: Yes. If you return a single item as part of the offer, you will be refunded the price of the item minus the discount amount. A complete return of all items in any offer will result in you being refunded the full offer amount.
Q: How do I get my PayPal order refunded?
A: We are unable to refund PayPal orders in our stores, so please contact our customer services to get an order you paid for with PayPal refunded.
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