Defective return

There's a problem with your product

Received an item that's damaged, defective, or not what you ordered? We'll arrange the collection and take care of it.

✓ Pickup and shipping are on us — no cost to you

Report a faulty or wrong product

Keep your order number and the email used at purchase handy.

The product is fine but you simply changed your mind? Make a standard return instead →
1

You have 14 days to report it

You have 14 calendar days from receiving your package to report a non-compliant or faulty product.

2

Open a report

  • Enter your order number and the email used for the purchase in the form below.
  • Select the item(s) affected and describe the issue.
  • Confirm the pickup address.
  • Wait for our email confirming approval and the pickup instructions.
3

Prepare the parcel

  • Once authorised, place the items back in their original packaging, in perfect condition and complete (e.g. both pieces of a pair, all kit components).
  • Put a copy of the sales document inside the package.
  • Apply the shipping label we email you on the outside of the package.
4

We collect it — free

The pickup is arranged directly by Twinkly through our courier. All shipping costs and any customs duties are at our expense. Just hand the prepared parcel to the courier.

Return address (for reference)
Twinkly c/o Calicantus S.r.l.
Via L. Mazzon 30, 30020 Quarto d'Altino (VE), Italy
5

Your refund

Once we receive the return we run a quality check and email you the outcome. The refund is issued to the original payment method within 14 working days from receipt and verification of the reported non-compliance at our warehouse. The credit may take longer to appear depending on your payment method.

Before you ship

Unauthorised, incomplete or non-compliant returns may be refused or delayed, which can mean no refund is issued and extra costs at your expense. Always complete the procedure above and wait for our pickup instructions before handing over any items.