Returns & Exchanges

Return, Refund + Exchange Policy

We want you to be in love with your purchases from Twang & Pearl online store 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) 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
• All lingerie/undergarments are a final sale
• Gift Cards may not be redeemed for cash or refunded
• Items shipped as a gift with a gift receipt are returnable for exchange or gift card only
• We reserve the right to refuse a refund if the item shows signs of wear or damage.

All sale items (online and in-store) or items purchased during a promotion are a final sale.

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 4 days prior to our sale or promo start date. Just email us and we’ll make the adjustment.

Sorry, we cannot refund original ship charges, and the return postage fee is the responsibility of the purchaser. *Once we receive your returned item, we will issue you a GIFT CARD in the amount of your return shipping that you may use towards a future purchase (For Canadian returns only.) If you are making an exchange, we will cover the cost of shipping the new item to you. For shipments in Canada ONLY. Sorry we cannot cover the cost of shipping outside of Canada.

Return + Exchange Process

Please email (twanggang@twangandpearl.com) or call us (250-537-0028) 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.