Refund policy

At Twill Shoppe, we want you to be completely happy with your purchase. If for any reason you need to return an item, please read the following carefully:

Return timeframe:
Items must be returned to Twill Shoppe within 7 days of the purchase date.

Condition of goods:
All returned items must be unused, in their original packaging, and in saleable condition.

Packaging requirements:

• All original packaging, inserts, labels, and any protective wrapping must be fully intact and undamaged.

• We cannot accept returns where the packaging is missing, torn, marked, or otherwise damaged.

• Please take care when opening your order to avoid damaging the packaging in case you decide to return it.

If a return arrives with damaged or incomplete packaging, or is not in saleable condition, we will be unable to process the return and the item will be sent back to you at your cost.

How to return:
To organise a return, please send the item to: Twill Shoppe, 255 Papamoa Beach Road, Papamoa.
Please include a reference to your sales order number when sending it back. Return shipping costs are the responsibility of the customer, and we recommend using a tracked service (e.g. courier).

Upon receipt and inspection of your returned product, we will email you a store credit for the purchase price (excluding any shipping costs) you paid for the product.

We make every effort to ensure our product descriptions are as detailed as possible. If you have a question about our products or are unsure about the item you wish to purchase, please contact us at shoppe@twill.co.nz prior to purchasing – we’re happy to help.

Damaged or faulty goods
We take pride in offering products of the highest quality and are confident that all items leave us in perfect order. However, if you receive a damaged or faulty item, please contact us immediately at shoppe@twill.co.nz. We will arrange a replacement where possible. If the product cannot be repaired or replaced, we will issue a full refund, including shipping costs.