Right of Withdrawal
You have the right to withdraw from this contract (pursuant to Legislative Decree 206/2005) without providing a reason, within 14 business days from the day you received the ordered items. You can exercise this right within the specified timeframe by using the contact form (insert link). The shipping costs for returning the goods are your responsibility.
For the right of withdrawal to be exercised, the items must be returned intact, in their original, perfectly preserved packaging, and after an agreement has been reached with Calicantus S.r.l. The goods must be returned via insured, prepaid parcel to:
Calicantus S.r.l. Via L. Mazzon 30 - 30020 Quarto d’Altino (Venezia), Italy
Calicantus S.r.l. will not accept any packages sent cash on delivery or freight collect.
I want to return an entire or a partial order
Before filling out the form at the bottom of the page, please read these 5 essential steps carefully. Have your order number and email address ready.
1. Timeframe to request a return
You have 14 calendar days from the date you receive your package to decide whether to keep or return the items in your order.
2. Start the return process
- Fill out the form below with the order number and email address used for your purchase.
- Follow the procedure and select the items you wish to return.
- Wait for the return approval confirmation you will receive via email.
3. Prepare products for shipping
- Place the items back in their original, perfectly preserved packaging.
- The return of underwear, swimwear, or personalized clothing with names and numbers different from those of the official team players is not permitted.
4. Plan the shipment
- Entrust the shipment to a courier you trust or to the postal service. Make sure that all related shipping costs, as well as any customs duties, are your responsibility.
- Tip: Choose a courier that provides tracking for your shipment.
- Shipping costs for returning the goods and any customs duties are at your expense.
Shipping from a non-EU country to Italy
- Consult "What is required if I'm shipping a return to Italy from a non-EU/non-EEC country?" (insert link).
- Any shipping costs and customs duties for returning an item under the right of withdrawal from a non-EU country to Italy are your responsibility.
- Shipping Address: Twinkly C/o Calicantus srl, Via L. Mazzon 30, 30020, Quarto d'Altino (VE) Italy.
5. Refund
The refund will be processed to your original payment method within 14 days of receiving and verifying the conformity of the return at our warehouses.
ATTENTION: Twinkly may decide not to accept returns that are unauthorized, non-compliant, or have incomplete documentation. These returns may be refused or experience processing delays, resulting in a denial of a refund, with costs at your expense. Make sure to complete the returns procedure on our website before shipping the goods.
Product refund
Refund for Damaged or Wrong product
Have a question about our return and refund policy?
Still have a question? Go to our Help Center
What is the return policy?
- Returned products must be unused.
- Items must have the identification tag with the corresponding security seal.
- Items must be returned in their original packaging. This includes the sealed packaging for specific items and all components for kits.
- Products must be returned in a single shipment.
Within 14 days of your withdrawal request, ship the items to:
Calicantus S.r.l. Via L. Mazzon 30 - 30020 Quarto d’Altino (Venezia), Italia
Shipping costs for the return are your responsibility.
Packages sent cash on delivery or freight collect will not be accepted.
Can I directly exchange a product for another one?
While a direct exchange is not possible, you can easily return your items for a refund and then place a new order for the correct model or a different item. Before placing a new order, please check the availability of the desired size or item in our online store. You will receive a refund for the returned items within 14 days of the package being received at our warehouse.
What is required if I'm shipping a return to Italy from a non-EU/non-EEC country?
If you are shipping a return to Italy from a country outside the European Union or the European Economic Area, there are some important customs procedures you must follow.
- Customs Documentation and Shipping AddressThe customs invoice required by the courier must be addressed to Calicantus S.r.l. and must state the actual value of the returned goods.The customs invoice MUST NOT be addressed to Ledworks SRL.Each courier requires specific documentation for returning goods. It is your responsibility to ensure you comply with these rules and fill out the documentation completely and correctly, in line with the sales documents you have.
- Customs DutiesPlease remember that any customs duties will be at your expense.
Attention: No package sent cash on delivery or freight collect will be accepted by the Calicantus S.r.l. warehouse.
Refund Policy
- The refund for the invoiced price of returned items will be processed using the same payment method you used for the purchase within 14 days of receiving the return.
- Items that are incomplete, ruined, damaged, or soiled due to your actions will not be refunded and will not, under any circumstances, result in a credit equal to the price of the item originally ordered.
- If the return is due to an error by Calicantus S.r.l., the shipping costs will be borne by the seller; in all other cases, shipping costs will be your responsibility.
- The right of withdrawal procedure means the e-commerce seller will refund the amount paid by the buyer, including shipping costs, via the same payment method used by the user for the purchase, upon the return of the product by the buyer.
How the Refund Works
- 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?
Yes, the original shipping costs will be refunded only if you return the entire order. If you only return a part of the items, a refund of the initial shipping costs will not be possible.
