WHEN CAN I RECEIVE MY ORDER(S)?

Asia: 5-7 business days
Europe: 7-14 business days
Worldwide: 7-10 business days

If the Customs hold the package for inspection, delivery may take a longer time not attributable to Twinkle Wood Limited (“TWL”).

The delays caused by unique events (such as, earthquakes, weather events, strikes, etc.) are not attributable to TWL.

Orders placed in the weekend will be processed on the following Monday. The preparation and delivery process can take more time during feast days; orders placed during this days will be processed the next working day.

Through a signature on delivery, the responsibility of the goods passes to the buyer. The person who signs, in fact, confirms the received delivery of the package and is responsible for the parcel itself.

HOW TO TRACK YOUR ORDER ?

All orders are shipped with tracking. While your order is shipped, you will receive an e-mail update from our customer service informing you of the tracking number and respective carrier. You may track your order via the carrier’s website provided.

Also, you can assess our quick link Order Tracking by inputting your order ID and email to track the latest status.

HOW ABOUT SHIPPING COSTS?

Shipping rate will be updated due to carrier costs and exchange rates from time to time. Please refer to the latest shipping cost when you checkout your products with delivery address inputted.

Reference shipping rates are as the following:

Hong Kong: HK$50 (Free delivery upon a purchase of HK$1,500)

Asia (Japan, Taiwan, China, South Korea, Thailand, Malaysia and Singapore): HK$180 (Free delivery upon a purchase of HK$3,000)

Europe (UK, France, Germany, Italy and Spain): HK$360 (Free delivery upon a purchase of HK$3,000)

Worldwide: HK$400 (Free delivery upon a purchase of HK$4,000)

RETURNS AND EXCHANGES PROCEDURES

Returns

If in the rare instance that you find a purchase is suffers from a manufacturing defect, please email us within 48 hours at love@felicia-b.com with your order number and the reason for the return.

All tags, certificates, warranties, care instructions, product labeling, authenticity cards, dust bags and boxes, together with the product(s) must be intact and unused. Any damaged, used, incomplete or soiled product(s) cannot be returned or exchanged.

Once we receive your email, we will provide you with a return authorization number and the shipping address to send the item(s) back to us. Once we receive and inspect the item(s), refunds will be credited to the original method of payment as well as made in the same currency and country/region as the original purchase within 14 business days. Please note that shipping fee, tax and duties are not refundable.

An item can only be exchanged once, the item received in exchange can therefore only be returned for a refund under the usual conditions.

Exchanges

If you received the product(s) suffers from a manufacturing defect or has been wrongly delivered to you, please email us within 48 hours of receiving the item(s) at love@felicia-b.com with your order number, the reason for the exchange, and photos of the defective or incorrect item(s).

Once we receive your email, we will provide you with an exchange authorization number and the shipping address to send the item(s) back to us. Please ensure that the item(s) are in its original condition with tags attached and in its original packaging. Once we receive and inspect the item(s), we will ship the replacement item(s) to you free of charge.

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Inherent and natural attributes of leather are not considered defects.

Please note that any items marked as Sale are non-refundable and cannot be returned or exchanged.

Returns or exchanges that do not meet our policy will be rejected.  TWL reserves the rights, at its sole discretion, to determine if returned products are eligible for an exchange or refund in accordance with this Policy.

TWL also reserves the rights to amend any of the Policy above.