Frequently Asked Questions
Shipping & Delivery
What are your shipping rates?
Each of our products has different shipping rates as they vary in size, and it depends on where in the world you live.
You can find the details on all our shipping rates once you add the product to your cart and share with us your delivery address. The shipping rate will be automatically calculated at the checkout.
When will my order be despatched?
We aim to have your order on the courier as soon as we can, as I know one of the most frustrating things about shopping online is waiting for your goodies to arrive! Your order will typically ship within 1-2 business days.
I have not received my order. What can I do?
If you feel that the shipping time is taking longer than expected, please check on the status of your order in your Twins & More customer account. Details of your courier tracking number will be listed against your order which you can use to trace your package. If you are unable to see the tracking details, please get in touch with us at email@example.com; we will be able to help.
My order was received damaged, what can I do?
If you receive your order and it is damaged, please get in touch with us immediately at firstname.lastname@example.org. We will be more than happy to replace the item(s) for you and ensure your new order arrives safely. You will need to send the order back to us via courier. Once we have received the order, we will immediately send a replacement.
Do you deliver overseas?
Yes, in most cases, we ship internationally. However, at this time, the Twin Z Pillows are only available to ship within the US.
Where can I get some advice when choosing a product?
We are happy to help where we can. Many of the choices come down to personal preference, but if you need some help from a fellow twin mama, then we are just an email away. Alternatively, you can post your questions in our Facebook Group, as we have a wealth of knowledge from thousands of twin mamas from around the world that LOVE to help.
Can I come and see the product before I purchase it?
Unfortunately, we don’t have a physical store for you to visit, but we have tried to supply you with lots of photos (and videos where possible) so you can ‘virtually’ see the product before you purchase it. Please know if you order a product that, when it arrives, you either don’t like or it’s not what you thought it would be, then you are welcome to return it to us for a full refund. Please see our Returns Policy for conditions.
How do I change the currency on your website?
At this time, all our pricing is in USD. We are in the process of offering shopping and payment in multiple currencies.
How do I stay up to date with Twins & More’s latest products and information?
You can keep in touch with what’s happening by signing up for our e-newsletters. I promise we won’t bombard your inbox with emails! You will be the first to hear about Twins & More’s latest news, product releases, online offers and exclusive discounts.
What are your payment options?
We accept all major credit cards, including Visa, MasterCard, American Express, Diners, and Discover, among others. We also offer PayPal, and Buy Now Pay Later options are coming soon.
How do I know you have received my order and payment has been confirmed?
When you process your payment, you will be notified on the payment screen if your payment has been accepted or denied.
Once your payment is processed and your order received, you will receive an email from Anna from Twins & More to confirm that we have received your order. If you don’t receive an order confirmation email from email@example.com, then please first check your junk mailbox, then contact us at firstname.lastname@example.org, and we will check that your order has come through.
What happens if an item I purchased is unavailable?
This is not a likely occurrence; however, sometimes we run out of stock after your shopping cart has been submitted. We try to avoid this frustration as much as possible. If this does happen to you, you will receive an email from us stating the product that is out of stock and will ask whether you would like to exchange it for another product, wait for the stock to arrive or receive a refund.
Can I cancel my order if I decide I no longer want it?
If you decide that you no longer want your order, please contact us ASAP to let us know. We will do our best to pull it from the picking line however we cannot guarantee that we will be able to catch it before it is sent. We will do our best to accommodate you and cancel the order for you.
How do I know when my order is dispatched?
As soon as your order has been dispatched, we will send you an email with your tracking details so that you can keep an eye on its progress. You can also login into your account and check your order status at any time.
Do you offer lay-by?
No, unfortunately, we are unable to offer a layby service.
Can you gift wrap my order and send it to a friend?
Unfortunately, we aren’t currently able to offer this service.
Can I return my order if I am not happy with it?
If you are not completely satisfied with your purchase, you can return it for a full refund or replacement within 30 days. Returned goods must be in an unused condition with packaging and order confirmation included. Please allow up to 5 working days for processing and understand that we cannot refund shipping costs unless goods are deemed to be faulty. The customer is responsible for return shipping. Please see our Returns Policy for full details.
Is there a cost if I decide to return my item?
If you have ordered the wrong size or color or have changed your mind about your order, you will be charged for shipping costs to return it back to us. If you receive a faulty or broken item, we are happy to replace the goods and pay for the shipping cost.
Help! I’ve ordered the wrong item.
Please let us know ASAP, and we will try to pull your order before it is processed. If your parcel has already been processed and is on the courier, you will need to courier it back to us. Shipping will be at your cost.
A part of my item is broken. What can I do?
Please email us at email@example.com with a photo and description of the broken item, and if we don’t stock the part, then we can certainly source it for you and advise you of the cost. Some items may need to be returned to the manufacturer or supplier for repair. We will advise you on the best course of action.
Managing Your Account
How do I change my address, email or phone details?
You can change your personal details anytime in the ‘My Account’ section at the top of the Twins & More website. Click on ‘My Account’ and then ‘Your Account Details’ or ‘Your Address Book’ depending on what information you wish to update.
I’m having trouble logging in to my account. Who do I contact?
In the first instance, try resetting your password, which you can do yourself by clicking on ‘Reset your Password’ at the ‘My Account’ login. An email with reset instructions will be sent to your email account. If you do not receive it within 5 minutes, then please check your junk mailbox. If that doesn’t let you into your account, please get in touch with us at firstname.lastname@example.org, and we will try to resolve the issue for you.
Promotional Codes & Discounts
What is a coupon code?
We occasionally promote special offers in our email newsletter or via advertisements and quote a promotional code to enable you to receive discounts on items for a limited time period. To use a promotional code, type the code into the promotional code area at checkout.
Please make sure you read any promotion terms and conditions. It is not necessary to have a promotional code to complete your order. If you do not have a code, you can bypass this section.
Do you offer discounts?
We are not a ‘discount store’ and prefer to offer you a great range of quality brands and products paired with great service. We occasionally offer special offers or promotions, and you can be kept up to date on these by signing up to receive our newsletter or by joining our Facebook group.
Can I purchase a gift certificate or voucher from your store?
Unfortunately, we don’t offer gift vouchers at this time.