- Returns & Exchanges
- Shipping & Delivery
- How do I order my product?
Select the type and number of products you want and add the item(s) to your cart. Once complete, you will be asked to 'checkout' and will be required to input the requested information to make your purchase (customer details, shipping information, etc.)
- I’ve changed my mind. What now?
No problem! You are allowed to return your unused (in resalable condition) item for up to 60 days after delivery and can receive a full refund if the product is still in new condition.
- Where can I input my discount code?
When you're on the 'checkout' page, you will have an allocated location (directly above the subtotal area) where you can put your discount code. Your discount should be immediately applied to your order and subtracted from the total.
You are only allowed to use one discount code per order.
- How do I know if my order was successfully placed?
The guaranteed way to know if your order has been successfully placed is when it reflects on the account you purchased your product(s) with. If we've received the order and it shows on your account, then you can be certain it will be dispatched from our depot.
Further, you will receive an order confirmation to the email address you supply in the order. From here, you'll be able to see the status of your order via a tracking number that is given when the order is placed. If you've not received your confirmation email, please get in touch with us via email as soon as you can.
- Can I change or cancel an order that I’ve already placed?
If you need to change or cancel an order, please get in touch with our support team as soon as you can. To best accommodate any changes or cancellations, we must know about them before the item is shipped from our depot. We are available through email or phone.
- What are our payment methods?
You can pay with a debit, credit card or PayPal. We use Mondido AB to manage payments made with PayPal, and Stripe for card payments. SkillTwins does not deal directly with debit or credit card numbers, with all payments being processed by Stripe or Mondido, which is PCIDSS 3.1 level 1 compliant.
- My payment can’t be processed. What should I do?
If you’re having trouble paying with either your debit or credit card, it is probably because you’re using a card that is from a different country to the one you’re actually ordering from. Mondido AB, our payment management system, is designed to block this type of transaction to prevent fraudulent activities.
If you are unable to pay with your card, you may want to try a different payment method. For those still having trouble, get in touch with our support for further assistance.
- Personal Statement
We are committed to creating a secure and user-friendly experience for every customer. To achieve this, we aim to be as clear as possible about our all our policies, as is evident by our transparent Terms and Conditions.
When you visit our site, skillstwins.com, some of your personal information supplied during your order or by means of our cookies policy may be gathered.
- What are ‘cookies’?
Cookies are little text files that are stored within your browsers cache. First and third-party cookies are used on this site for functionality, statistics, and advertising.
There are specific cookies necessary for a website to function properly. Cookies is what keep track of settings, thus allowing your shopping experience to be tailored to you (remembering your preference or settings).
- What information do we gather specifically?
The information we gather is what you supply us with when signing up for a newsletter or making a purchase. This is usually demographic information like name, address, or general contact information. Cookies will also gather session information like the pages viewed, the amount of time spent in the session, transactions, and any other general demographic information (origin, gender, age).
- What third-parties do we share your information with?
Any information we gather is only shared with our affiliate partners for analytical reasons. We will not share your personal information past our brand and trusted brand partners.
- Website Media
We (skilltwins.com) own all media that is on this website, unless stated otherwise. All photography work is done by Dina Deykun (dinadeykun.com).
- Disclosure of Your Information
You have the right to request your data. If something is incorrect, you can have it altered or removed.
You can also disable cookies on your device by changing your browser’s settings. You have the option to use opt-out programs like, ‘NAI’s Consumer opt-out’ or ‘Google Analytics opt-out browser add-on’. These prevent cookies from being used in your browser. Know that if you do this, our site may not function properly.
Our privacy policies are subject to change. All updates will appear on this page.
Returns & Exchanges
- Returns: Policy & Protocol
As a customer, you are entitled to return what you've ordered and receive a complete refund of the product within 60 days of receiving the order. To be awarded a refund, the product must be in new (resalable) condition as it was when originally delivered to you.
Returns must be sent back to the facility the product was delivered from. For further instructions on how to proceed with your return, please contact a member of our support.
- Exchanges: Policy & Protocol
Please refer to our returns policy for proceeding with an exchange. You are permitted to exchange a product for one of equal or lesser value. For exchanges that are higher than the original purchase price, we will issue a refund. Once the refund has been processed, we will inform you, allowing you to order a new product at your convenience.
- How do I know I have received my return?
Upon receiving the product you're returning, we will send an email that confirms the registration of your return. When the email has been sent from our side, you will then know that the returns department has processed your return.
From here, you can expect a refund to credit your account from 3-5 business days. If you do not receive an email from us within two weeks of sending your product back, please contact support immediately.
- What happens if I’ve received the wrong order?
If you've received the wrong order or it arrives damaged, please contact our support team within 14 days of the date received.
There is a standard warranty for any product sold through skilltwins.com for 1 year, normal usage. Proof must be shown that the product was indeed purchased through skilltwins.com. A product purchased on an alternative platform does not fall under our 1 year, normal usage warranty.
If you need to return a product under warranty, please use the form under our 'Contact Us' page that is titled Warranty Claim. Your email should contain your name, address, order number, and detailed account of the issues with the product.
Shipping & Delivery
- What is your delivery policy?
Every order that is received before 4PM EST will be sent to a courier within 12 hours, with each shipment coming with a tracking number that is traceable.
Orders within Europe should be delivered between 1-3 business days, with international deliveries taking between 2-4 business days.
- Is my order trackable?
Yes. You will receive a tracking number when the order has been shipped. For orders that do not arrive within the promised delivery quote, you will need to get in touch with our support team.
- From where is my product being shipped?
All products are dispatched from Sweden, with each order receiving its own tracking number. Every order is sent through either DHL or Postnord courier.