FAQ

FAQ

Placing an order

All prices are quoted in Australian dollars. 

Is my personal information kept private?

Please be assured that your personal information is kept private and confidential and at no point will we disclose your information. For our privacy policy, click here

 

How do I make a purchase?

Step 1: Search for a product by using the search box or the main navigation bars on the website.

Step 2: Find the products you wish to purchase. For more information on the product and its availability, contact us.

Step 3: After you have made your selection, please click on 'Add to Cart' which will then take you to the 'Shopping cart' page where you will be able to review your purchase, make adjustments or continue shopping.

Step 4: After you have reviewed your order and ensured you have ordered the correct size and/or colour, please click 'Cart' where you can check your order, and proceed to payment options where you will be asked to enter in your payment details and billing and shipping information.

Step 5: After entering your details you can review your order. 

Step 6: After completing this you will be emailed a confirmation of your order via email. Please use this when corresponding with our Head Office, and await your purchase!

 

Where can I add my discount code?

When checking out, you will be directed via paypal.com right away, where PayPal collects shipping and billing addresses. After that, you will return to Shopify where you can pick a shipping rate, type in a discount code and the price is updated accordingly and, on that same page, you get to finalise your transaction.

PLEASE NOTE: Discount codes must be entered at the time of sale. Unfortunately we cannot refund if you do not enter it in. You are more than welcome to use the code on your next purchase.

 

Can I speak to someone about placing an order?

Of course you can! Phone us on 0409 345 240 Please email store@designtwins.com for more information.

 

How do I know if an item is in stock?

If an item is out of stock, it will say "sold" on the main picture. Please be aware that even if an item is in your shopping bag, it can still be bought by another customer until you have completed your order. We keep very limited amounts of stock on hand and we are sorry if you miss out on your favourite item!

 

Can I include a gift message with my order?

Sure! Just leave a personal message in the additional comments section as you are checking out and we will include a personalized hand written card with the order.

 

Can I change my shipping address after my order has been dispatched?

You can change your shipping address by contacting us. Please note you will need to notify us within 2 hours of placing the order. Please be aware that you will need to cover the costs if your item needs to be redirected to your new address.

 

Can I add items to an existing order?

Sure! Please contact us asap here and we will help arrange additional items for you.

 

How will I know you received my order and when will payment be deducted?

After you place your order, you will be sent an email confirming that it has been received. The payment is deducted at the time of the order.

 

What payment methods does Design Twins accept?

Pay Pal - Register here: paypal.com

Credit Card - Visa and MasterCard

 

Exchanges and Returns

Sale items

All sale items are final sale and cannot be returned or exchanged. If you have any questions about any styles, please email us before you place your order: designtwins@outlook.com.

 

 

What happens if I don't like the products once they arrives?

We can happily arrange an exchange for you. The return of your current item however is at your own expense.  Please see the shipping and returns policy for more information.

 

Delivery

 

How long will my order take to be shipped?

For all other purchases please allow up to 6 weeks. 

 

Which countries do you ship to?

All countries.

 

How much duty and taxes will I have to pay?

Customs policies vary from country to country; Design Twins recommends that you contact your local customs office for further information. All international customers are responsible for the customs rates within their own country. Design Twins will declare FULL value on international shipments and must include an invoice for customs should they require it. Unfortunately we cannot put a lower value on the parcel.

 

Does Design Twins ship to multiple addresses?

Unfortunately, you may only ship to one address per order.

 

Do you offer same day delivery in Australia?

No sorry, not at this stage. If you have any questions please contact us and we can arrange the fastest possible service for you for a small additional cost.