Delivery
An order made via this site ("order") is an offer to purchase one or more products. When we receive a valid order from you, we will accept this offer by confirming via email that we have received and are processing the order.
We will deliver the products set out in your order ("products") almost anywhere in Australia. We do not deliver outside Australia; however, an overseas order may still be placed with an Australian delivery address. Delivery is made by courier.
We endeavour to deliver all products within 3-7 working days of us confirming receipt of the order, although this timeframe is an estimate only. If we are not able to supply the products or there is likely to be a significant delay in making delivery (e.g. because the product is out of stock or the delivery is to a rural/remote location*), we will notify you as soon as reasonably possible after we become aware of this, in which case you may cancel the order (or any part of it) and you will receive a refund (including the applicable delivery charges) in respect of those products which will not be delivered (if any). We will not otherwise be liable to you for any damages, costs or expenses of any kind, suffered or incurred by you due to the order not being fulfilled or the products not being delivered within the anticipated delivery time.
The anticipated delivery charges (if applicable) will be notified to you when you complete the order, although in some cases the actual delivery charges may be higher (e.g. if the products are large/heavy or delivery is to a rural/remote location). We will notify you if the actual delivery charges are higher than those anticipated, in which case you may cancel the order (or any part of it) prior to delivery and receive a refund (including the applicable delivery charges) in respect of the cancelled order.
Have a question about our shipping policy?
Still have a question? Go to our Help Center
The courier says my order is at a depot. What should I do?
Have you received a notification that your order is at a depot? Don't worry, we are here to help you resolve the situation and get your package back in delivery. A package may be held at a depot for several reasons. We recommend you check the shipment tracking to understand the exact cause, which can often be:
- Recipient absent: The courier attempted delivery but found no one at your address.
- Incorrect or incomplete address: The address provided may contain an error or be missing important details.
To solve the problem and release the shipment, follow these simple steps:
- Verify the reason for the depot hold directly on the shipment tracking.
- Consult the detailed procedure indicated in our dedicated article on order status, delivery address change, or depot release.
- Keep your order number and the email address used for the purchase handy, as they are necessary to facilitate assistance.
If you need support, our customer service is always available to guide you in resolving the problem.
You've requested the release of your order from a depot. Here's what happens next.
If your order has been sent to a depot, for example due to the recipient's absence or an error in the delivery address, you can request its release to restart the delivery process. After you submit your request, you will receive an email from our team. Within the email, you will find three options to choose from, based on your needs.
You can decide to have the package redelivered to the original address, confirming that it is correct. In this case, the package will be put back into delivery as soon as we receive confirmation. If you wish to change the delivery location, we will ask you to send us the new complete address, including all necessary details (such as postal code, street, and house number), so we can forward the update to the courier. Finally, if you have changed your mind about the purchase and no longer wish to receive the order, you can request a return to sender. In this case, we will refund the full amount, with no additional costs.
To allow us to manage your request as efficiently as possible, please reply to the email you receive, clearly indicating your preferred option. If you choose to change the address, we recommend you carefully check that all information is correct to avoid further delivery delays.
Once we receive your response, our team will process the request within 24-48 business hours. Afterward, you will receive a new communication with confirmation of the chosen procedure and, if applicable, an update to the shipment tracking. For any questions or urgent needs, you can always contact our Customer Service; we will be happy to assist you.
The courier informed me that my package is at a Pickup Point. What should I do?
If your package has been left at a Pickup Point, you will receive a notification from TNT or FedEx via email, SMS, or a paper notice left at your address.
This communication will contain all the necessary information, including the exact address of the Pickup Point, a code or QR code required to pick up the package, and the deadline for pickup, which is usually within 7 days.
We recommend checking the shipment tracking link on the TNT or FedEx website. Here you can verify the address of the Pickup Point and its opening hours to arrange the pickup at your convenience.
Please note: If the package is not picked up within the indicated timeframe, the order will be returned to the sender.
Have you entered an incorrect address or wish to change it?
It is only possible to request an address change before the order is prepared and shipped. Once the order has been processed by our warehouse, it will no longer be possible to make changes.
How to request an address change:
Fill out our address change form by providing:
- The order number.
- The email used for the purchase.
- The new complete delivery address.
We will do our best to update the information before shipping.
You cannot change:
- Items, models/variants, colors.
- The destination if the order has already been handed over to the courier.
Where can I find my order number?
- Once your return is received, we will perform a quality check and send you an email with the result of your refund process.
- You will receive an email as soon as the refund is initiated.
- The refund will be processed to your original payment method within 14 business days from the date we receive and verify the conformity of the return at our warehouses.
- The credit for the refund may take longer than 14 days depending on the payment method used.
Will my shipping costs be refunded if I make a return?
The order number is essential for any assistance request or to monitor the shipment status. You can easily find it at different points in the purchasing process.
As soon as you complete the order, you will receive a confirmation email containing all the purchase details, including the order number. A second email will be sent to you at the time of shipment: this message will also include the order number along with the tracking link for the shipment.
Additionally, if you have created an account on the Twinkly website, you can access your personal area at any time. In the "My Orders" section, you will find a complete history of your purchases, with the corresponding order numbers and the updated status of each shipment.
