Frequently Asked Questions
What payment methods do you accept?
We accept the following:
- American Express
- Apple Pay
Is it safe to pay with my credit card on TWiNX?
Yes, we use 128-bit encryption throughout our website. Your information is safe and secure every time you visit, and we do not store any credit card or payment information on our website or servers, except for confirmation from the payment gateway that payment has been made. All our payment gateways are PCI DSS Level 1 certified compliant, the most stringent level of certification available in the payments industry. This ensures that whichever payment method you use, your card and payment information are secure. See our payments page for more information.
What is Afterpay?
Afterpay is another method for paying for purchases. It offers simple instalment plans for Australian online shoppers, where total purchases can be paid for in four equal instalments due every fortnight. For more information, visit the Afterpay website.
Will I receive a confirmation email after I place an order?
Yes, you will receive an email confirmation after placing your order to confirm that we have received it. Once we receive confirmation that your payment has been processed, we will pack your order and ship it to you. You will, at this point, also receive another email notifying you that we have shipped your order. This email will contain a tracking number for you to track its delivery. If you do not receive any email from us regarding your order then please check your spam folders first to see if they are there. Otherwise, please contact us or send us an email at firstname.lastname@example.org.
Can I cancel my order once it has been placed?
I just placed my order. Can I add another item to it?
Unfortunately, we cannot add items to an existing order. Please place a new order for the item and email email@example.com or contact us immediately. We can ship all your ordered items together in one package and provide you with store credit for any additional shipping fees paid.
When will my order be shipped?
Most orders are shipped within 24 hours of payment being received during regular business days. Orders are not shipped during the weekends or public holidays.
The size I like is out of stock? What will I do?
How do I track my order?
A tracking number will be given to you as soon as the item is shipped. You can track it on the Australia Post website
Do you accept returns?
Yes, we do. Please refer to our returns policy for more information.
What items can I return?
You may return the item even if there is nothing wrong with it. You may simply have changed your mind. At TWiNX, we are happy for you to return the item. We only ask that you return items in a saleable condition:
- It has not been worn or washed.
- Still has a fresh smell.
- All the original tags are attached.
Please take extra care to protect the garment when posting back.
How long does it take to process my return?
We can process returned items within 1 business day of receiving them. Please refer to our returns policy for more information.