Orders and Shipping

All orders from thecasualtwinkle.com are shipped with GLS or DHL. We ship directly from our warehouse in Italy. Depending on your location, delivery time is between 2 and 5 working days, subject to payment and availability of stock. A confirmation e-mail with a tracking number will be sent to your inbox upon dispatch of the order to let you know it’s on its way. Shipping costs and customs duties are not included in the product price. The Casual Twinkle declines any liability in delivery due to unforeseen events caused by the postal service.

Information for International Orders

All custom duties, taxes and fees are the sole responsibility of the customer. The Casual Twinkle is it not responsible for paying additional charges or customs procedures. The Casual Twinkle recommends you to contact your local Customs office to receive additional information. If an order is refused due to unexpected additional fees, The Casual Twinkle reserves the right to charge for shipping costs both ways, as well as any additional fee that might occur.

Shipping Charges

Zone – 1 – 20 EUR
Austria, Belgium, Bulgaria, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Lithuania, Luxembourg, Malta, Monaco, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, The Netherlands.
Zone – 2 – 30 EUR
United Kingdom
Zone – 3 – 35 EUR
Canada, Montenegro, Saudi Arabia, United Arab Emirates, USA

Free shipping for European orders over €150 and International orders over €300

Extra duties and charges

For all countries inside the European Union, prices include Italian VAT at 22%. Orders to countries outside the European Union may be subject to VAT, import duties and/or taxes, which are levied once your package reaches your country. Customs duties customs duties are the responsibility of the customer and are non-refundable, and are charged directly to the customer by the customs authorities according to the national regulations of the destination country. We ship your package according to Incoterm Delivered Duty Unpaid, which means we do not collect VAT, duties and/or taxes on orders to countries outside the European Union and we cannot predict what your particular charges may be. Additional charges must be rendered in order for your package to clear customs. Please contact your local customs office for more information.
Please note that in some cases, the invoice for payment of customs duties may be sent to the customer after the goods have been delivered, and therefore cannot be refused.

Uncollected items

If the package cannot be delivered, the courier will hold it for a few days and ask the customer to arrange a new delivery. If delivery is not arranged within a few days, the package will be returned to us. This procedure also applies if the customer refuses the package.
In these cases, the shipping costs will not be refunded and the return costs will be deducted from the refund. For customers outside the European Union, any customs charges will also be deducted from the refund.
Shipping costs will not be refunded for uncollected items. Return shipment for uncollected items may be subject to additional taxes, costs or charges levied by customs or other parties, none of which will be refunded by The Casual Twinkle.

Return and Refunds

If you are not happy with your items and wish to return them please send them back to our warehouse address within 10 days of reception. The products must be returned unworn, unwashed and with all tags on. Returns will only be accepted if original labels are still attached to each product and the original packaging is fully intact. The Casual Twinkle cannot accept returns where labels have been removed. Please note that you are responsible for the returned product(s) until it reaches us. The Casual Twinkle will not compensate for returned packages lost in the return shipping. You are advised to send the package with a dispatch number so that it can be traced. Returned merchandise shipping charges are at the customer’s expense. Any shipping or customs charges that may incur when returning the products are the customer’s responsibility.
For returns please proceed with following:

Please email us at hello@thecasualtwinkle.com and inform us about the order number, order reference and item(s) that you wish to return.

– Re-using the original packaging, tape the parcel securely.

– To ensure the parcel safely reaches us, we recommend that you ask for a proof of postage and/or use a carrier that provides a tracking number. Please remember responsibility for the return is yours until the parcel reaches us. We recommend to mark the return as “returned goods” on any customs or postal forms and also outside the package.

– Once we have processed the return, you will receive a return confirmation email and you can then expect to receive a refund within 30 days.

– Refunds will be issued to the same payment method as used in the original purchase.

– Returns expenses are your responsibility, The Casual Twinkle does not refund the cost of return shipping costs.

– Please note that additional duties, taxes or shipping costs will not be refunded.

Returns should be sent to the following address:
The Casual Twinkle
Via dei Cordaroli 28
34135 Trieste
Italy

Exchanges

The Casual Twinkle operates with exchanges. In this case please contact us via e-mail hello@thecasualtwinkle.com and inform us about the order number, order reference and item(s) that you wish to exchange. The shipping charges are at the customer’s expense for exchanges. 

Damage in transit / Defective products

Returns of faulty items will only be accepted if the goods were faulty when delivered to you. The Casual Twinkle staff takes every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting us at hello@thecasualtwinkle.com about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you.
Faulty items will be exchanged to the same type of product in the same size, subject to availability. Refunds for faulty items will take place as soon as possible, 30 days period after receiving the returned products. In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the original purchaser’s credit/debit card used for the order in question to the value of the item at the time of purchase and any shipping costs incurred. If, despite our quality control, the product is defective or incorrect, please contact our customer service department at hello@thecasualtwinkle.com within 24 hours. Don’t forget to include a photo of the item or defect in question: this will help us resolve the problem as quickly and efficiently as possible.
Upon delivery of each order, it is recommended that you carefully inspect the package before signing for the delivery. If for any reason the package appears to have been tampered with, or if the tape does not appear to be intact, you must sign for the package with reservation or refuse it.
If the delivery is accepted with an unauthorized signature or there is evidence that the package has been tampered with, the customer is asked to immediately notify the local courier office and contact us at hello@thecasualtwinkle.com.