Return and Refund
Twain Time wants you to be completely satisfied with your purchases and we ensure to take every possible step to make that happen. But if for some reason, you are not entirely satisfied with your purchase, we accept returns and offer refunds subject to the terms and conditions herein this policy.
Kindly note that all returns must also have a Return Merchandise Number. As such, to get an RM number, you'll need to get in touch with us prior to shipping it back. Any returns without an RM number will be returned to the sender and you bear the full risk of such return not reaching us. Returns not received by us will not qualify for replacement or refund. You understand that shipping and insurance charges are not refundable.
We expect the same level of security and shipping when you are getting the package back to us. All returns must be shipped with a traceable courier such as UPS or USPS. Do not ship via FedEx, as FedEx does not insure watches or jewelry valued above $500. Return shipment must be pre-paid and fully insured for the amount you expect credit. Collect shipping will be refused. In case of loss or damage, the customer is liable.
Once you have received an RA number, the item must be shipped to us so that we receive it within 7 days. In addition to the above, the following must be taken into account depending on what you purchased from us and want to return.
What happens if the item arrived damaged or with a manufacturing quality defect?
All orders leave our facility in an undamaged condition or as described on the product listing. If your item arrives damaged, we will gladly replace it for you (or if stocks are exhausted, we will refund you in full) and reimburse you for any return shipping costs you incur to return the item to us.
While we have made reasonable attempts to accurately display and describe our products, the actual colors you see will depend on your monitor or mobile device and may not be accurate as intended by us and as such, certain color difference claims may not be eligible for a refund or exchange. Nevertheless, you can request a refund when an entirely different color from what you purchased on the website is shipped to you.
Please send us a copy of the receipt via email for any shipping costs you incur.
All claims for damaged items must be made within 24 hours from the time of receiving your order. It is important that you open your order as soon as you get it, and notify us immediately if there is any damage. If no claim for damage is made within 24 hours of delivery, no action will be taken.
What happens in the event that I want to return an order?
We allow for a 7-day return period from when the carrier has confirmed delivery to the address to when an exchange request has been submitted subject to the following conditions:
- Items must be unused and/or in brand new condition.
- You will still be responsible for the initial shipping charge.
- All returns will be inspected once shipped back to our facility to verify any recorded defects.
- It is recommended that you take photos before sending out any returns even if they are brand new. This is for your protection so that you are not held liable for any damage that may occur when shipping an item back. When sending photos, please include the name of the representative with whom you spoke and the order number.
You understand and agree that products that do not meet these criteria will not be considered for store credit toward an exchange.
Additional non-returnable items:
Watches: Watches must be returned in the original condition, with all protective plastics/tape and hang tags intact, and with all accessories, including boxes and papers. Until you are positive you will be keeping the watch, kindly refrain from wearing it. It is almost impossible to wear a watch for even a day and for the watch not to be blemished or scratched. Please do not have the bracelet sized (links removed), or any straps cut. Please note that some watches are on memo and do not carry a return policy. Also, note that special and/or custom orders do not carry any return policy.
Jewelry: All jewelry must be returned to us in the original condition, with all of the originally included items consisting of boxes and papers, and with tags attached. Resizing of rings, bracelets, and necklaces done by the customer voids the return policy.
Special orders: We will gladly assist in providing special orders of items that we may not currently have in stock. Due to the specialized nature, special order items are not subject to the standard return policy. This mostly applies to Watches and Brand Name jewelry that is not in stock and has to be ordered.
Our "No Questions Asked" return policy is only for in-stock items. This does NOT apply to items that are on memo, special and/or custom orders, as well as the exchange of any items that fall under these criteria. Exchanges can be accepted only for items purchased in stock for other in-stock items. Feel free to contact us about your purchase status as a special order or in-stock item.
We believe that the conditions laid out here are very reasonable, fair and simple to adhere to. If for any reason any of these conditions can't be met, please get in touch with us as soon as possible. We are very reasonable people and are willing to listen to what you have to say, but you simply must give us a call and receive authorization before you put the product in the mail.
Obtaining a return merchandise number (RMN)
In order to obtain a return merchandise number, please contact us by phone: 212 256 0303 or by email: email@example.com.
Send the product with its original packing and the receipt or proof of purchase and the RMN to: 19 East 69th Street, New York, NY 10021, USA
Following a cancellation/return request, subject to the Terms herein, we will refund you the price paid for the cancelled/returned order (or part of the order cancelled). We reserve the right to withhold or make a deduction from the amount of the refund for loss in value of the item returned where the item shows signs of use; for these purposes, use includes handling the item beyond what is necessary to establish the nature and characteristics of the item. We may withhold any refund until we have received the goods or you have supplied proof of return for the goods.
We will make refunds to you in-store credits and will be available to you for future purchases on our site.
Items that were purchased on sales or with the use of discount codes shall not be eligible for returns and refunds.
Questions and concerns?
Please email us at firstname.lastname@example.org for any question(s).