At Twill we are committed to Customer Service so we aim to dispatch your order as soon as possible. If for whatever reason, we anticipate a delay in the dispatch or delivery of your order, we will contact you immediately.
We do our best to keep all items in stock ,however, some items will sell out faster than anticipated and can be subject to production delays. If an item is out of stock we will advise as to when we expect delivery. If you still wish to place your order, we will dispatch as soon as possible.
Tracking and Tracing:
You will receive an email acknowledgement from us once your order has been placed through the website. You will receive a further e mail with a link to live tracking once your order is dispatched.
Delays in transit:
Every now and then, an order is delayed in transit. When this occurs, we are not always the first to know, but rest assured that once we become aware of the delay, we will do whatever we can to get things moving.
Clearance and Delays:
Delays due to officialdom are very rare, but unfortunately beyond our control. In the event that duty is payable on your order, then, sadly it is payable by you, the importer (see below) and is not payable by Twill.
Pricing and Currency:
The prices displayed in the shopping area of this website (i.e. before you reach the checkout area) are determined by your location.
GST, Customs and Duty New Zealand:
Deliveries within NZ are subject to GST (which is included in the total price payable on check out) but are not subject to any additional customs charges or duties
USA, China and Australia:
There are not customs duties on our products in these countries. Prices quoted on this site are what you will be paying.
Countries outside of the above may attract import duties and local sales taxes that must be paid upon receipt of shipment. These rules vary by country and region and are determined by local government agencies and not by us. Should you require any further information, please do not hesitate to contact us.
Carriers we Use:
Our aim is to use the most efficient and effective form of freight for our clients. We use the following carriers:
Each and every Twill throw is made with the utmost love and care here in Auckland New Zealand. We hope you enjoy this product as much as we have enjoyed creating it and congratulations on purchasing an heirloom piece.
In the unlikely event that an item is defective, please contact us as soon as possible and no later than 7 days from receipt of goods. Goods must be unwashed, unused and in original packaging with tags intact and the original invoice included. We will require details of flaws, along with photographs and
proof of purchase. We will then arrange to refund or exchange your goods and will refund all postage/shipping costs.
If you have paid by card, please allow up to 7 days for the credit to appear on your account. If you have paid with a gift card, a new gift card will be issued for the amount of the credit and emailed to you.
If you have received an item that is not what you originally ordered, please contact us immediately, quoting your order number, name and address, details of the product recieved and product originally ordered and whether you require a refund or replacement. We will then be in touch with advice on how you should proceed with the return.
Twill does not offer refunds on items our courier services are unable to evidence as “delivered”.
Please note, refunds can only be processed using the original payment method.