CUSTOMER CARE

Our Commitment

At Design Twins, our aim is to provide high quality handmade products and excellent customer service. We strive to process all requests in the shortest possible time and look at creating a hassle free, enjoyable online shopping experience. If it happens that a product that you have ordered is out of stock or we are unable to complete your request, we will notify you within 3 business days of purchase to organise an agreeable replacement product, a backorder or a complete refund. 

Shipping 

The Design Twins typically dispatch all orders within 10 days of receiving payment notification. All products are packaged with complete love and care to ensure that your order arrives safe and undamaged. We process all Australian orders through Australia Post and delivery times may vary depending on location but we strive to have your product delivered within 14-21 business days Australia wide. 

Payment 

For all online orders we accept payment using Stripe. To view their terms, conditions and policies See the link below. All payments are processed at the point of order. All product prices, payment transactions and shipping costs on the website are quoted in Australian dollars and can be subject to change at the Design Twins discretion. 

Return Policy

Please consider your order carefully as once an order is submitted, we are unable to change or cancel it. The Design Twins do not provide refunds or exchanges for change of mind. If in the likely event however that a product is damaged or faulty, please contact us immediately at store@designtwins.com with your invoice number, name, contact details and reason for return within 48 hours of receiving your order and we will organise an appropriate course of action. Although our products are packaged with care The Design Twins cannot be held responsible or liable for any products lost or damaged in transit.

Taxes

Products purchased on The Design Twins website are GST inclusive. For all international orders The Design Twins are not responsible for any international customs or duties that may be imposed. Please check with your local governing bodies about rules and regulations that may apply to you.

Privacy

The Design Twins will never share or sell your private information to any third party.

Product Variation

Please consider that all products are handmade and designed and may vary from the advertised photo. Our photos are a true representation of out products, but please take into account that due to individual computer settings product depiction may vary slightly to the finished product.