FAQ
Authenticity & Quality
Are all your items 100% authentic? Yes. We guarantee that every product in our boutique is 100% authentic. We source exclusively from trusted, long-standing third-party suppliers who verify the origin and quality of every luxury piece.
Why does packaging sometimes vary? Because we source independently to offer competitive pricing on premium designer labels, official retail packaging or presentation may occasionally differ from what you would find in a flagship boutique.
How do you ensure the quality of the products? Every item undergoes a quality assessment before being listed to ensure it meets our exacting standards for luxury craftsmanship and design.
Do you sell pre-owned items? Our current collection focuses on new, authentic designer items sourced directly via our luxury distribution network.
Why are your prices competitive compared to high-street retail? By operating as an independent boutique and leveraging our global supply network, we are able to provide high-end designer goods at competitive price points.
Orders & Shipping
Where do you ship from? Twist & Tassel manages operations from Australia, curating and dispatching high-end collections to customers worldwide.
What is your processing time? Orders are meticulously prepared and processed within 1–3 business days, excluding weekends and public holidays.
Do you offer worldwide shipping? Yes, we provide tracked shipping to your doorstep, wherever you are in the world.
Is shipping free? We offer free worldwide express shipping on all orders above $300.
How do I track my package? Once your order is dispatched, a tracking number will be sent to your email. You can use our "Track Your Order" page to monitor its journey.
Are international duties and taxes included? Yes, we believe in a seamless experience. All international import duties, customs fees, and local taxes (VAT/GST) are included in your final purchase price.
Can I change my order after it has been placed? Due to our fast processing, please contact us at info@twistandtassel.com.au within 12 hours of purchase for any adjustments.
What happens if my package is delayed? While we strive for timely delivery, delays may occasionally occur due to customs processing or courier disruptions. We appreciate your patience and provide tracking so you can stay updated.
Returns & Refunds
What is your return policy? We accept returns within 14 days of delivery.
Are all items eligible for return? No. For hygiene and safety reasons, earrings, certain jewellery, underwear, intimate items, and clearance items are non-returnable.
Who pays for return shipping? As a boutique, customers are responsible for return shipping costs. We recommend using a tracked and insured service.
How do I start a return? Simply email info@twistandtassel.com.au with your order number and request. Our team will guide you through the process.
How long does it take to get my refund? Once your item is received and inspected, approved refunds are processed to your original payment method within 5–10 business days.
Do you offer exchanges? To ensure speed and efficiency, we do not offer direct exchanges. If you would like a different item, please place a new order.
Payments & Security
Is my payment information secure? Absolutely. We use fully encrypted, industry-standard secure checkout systems to ensure your financial data remains protected.
What payment methods do you accept? We accept all major credit cards, Apple Pay, and other secure digital payment methods.
Do you offer Afterpay or other buy-now-pay-later services? Please check the checkout page for the most current payment options available in your region.
Is there a discount for first-time shoppers? Yes! Enjoy 10% off your first order by using the code: TWISTANDTASSEL10 at checkout.
General Information
Are you affiliated with the brands on your site? Twist & Tassel is an independent online store. We are not officially affiliated with or endorsed by the brands we sell; we act as a luxury curator.
How often do you add new products? We frequently update our collections. Sign up for our newsletter to be the first to know about new designer arrivals.
What if an item is listed as "Sold Out"? Inventory moves quickly. We recommend checking back regularly or contacting us to see if a restock is planned.
Do you provide sizing guidance? Yes, we provide size information for our products. Please refer to individual product pages for specific fits and measurements.
How can I contact support? For any inquiries, please reach out to us at info@twistandtassel.com.au. We aim to respond within 24 hours.
Can I use lifestyle images for my own content? Product images are for illustrative purposes and may include concept/lifestyle photos; actual product details may vary slightly.
Where can I follow your latest updates? Connect with us on Facebook, Instagram, and TikTok to see our latest style curations and designer deals of the week.