Returns & Exchanges
Return, Refund + Exchange Policy
We want you to be in love with your purchases from Twang & Pearl from the moment you discover it right through to the moment you open your package. If for any reason, this is not the case, please reach out to us at twanggang@twangandpearl.com.
We will gladly refund or exchange any online or in-store regular-priced items (minus original ship charges and the return shipping fee) within 14 days of purchase or ship date* (there are some conditions below).
*Conditions:
- All returns must be unworn/unused/unwashed/unaltered from the time of purchase
- Returns must have all original tags attached
- Returns must be accompanied by an original valid receipt
- Please note that the following items are a FINAL SALE: any undergarment (underwear, bras, bralettes, mens boxers and bike shorts), bodysuits, bathing suits and jewellery
- Gift Cards may not be redeemed for cash or refunded
- We reserve the right to refuse a refund if the item shows signs of wear or damage.
- Items received as a gift with a gift receipt are returnable for exchange or gift card only
ITEMS SOLD AT A DISCOUNT ARE FINAL (online and in-store). This includes all sale room items, DISCOUNT CODES, Birthday Discounts or any items purchased during a promotion.
Products sold at full price are eligible for full money back, except any shipping costs. Sorry, we cannot refund original ship charges, and the return postage fee is the responsibility of the purchaser.
If you are unhappy with a product after using it for any reason, we’d like to know about that too. Sometimes some products don’t perform as you expected, and if this is the case, we want to know. If an item is defective, we will absolutely refund your purchase. If an item is not performing as you wanted/expected, we’ll do our best to make it right.
Did you just purchase an item at full price and then received a notification we are having a promo or sale on that item? Sometimes this happens – as sometimes we have sales on a whim (believe us, if we knew we were going to promo that item, we would have told you when you ordered). We will honour sale or promo discounts up to 24 hours prior to our sale or promo start date. Just email us and we’ll make the adjustment. **not applicable to Black Friday, Cyber Monday, Boxing Day or May Long Weekend sales**
Products sold at full price are eligible for full money back, except any shipping costs. Sorry, we cannot refund original ship charges, and the return postage fee is the responsibility of the purchaser.
Return + Exchange Process
Please email (twanggang@twangandpearl.com) and we will advise on how to proceed with your return or exchange.
Once we have received your return or exchange we will notify you with your refund or exchange details. Refunds should appear to your account within 7-10 business days.