At Twinkly Store, we want you to be completely delighted with your magical Christmas lights and decorations. However, we understand that sometimes an item may not be quite right. Our hassle-free returns and exchanges policy is designed to make things right.

Our Policy

You may return or exchange most new, unopened, and unused items within 15 days of delivery for a full refund or exchange. To be eligible for a return, your item must be in the same condition that you received it, in its original packaging, with all tags attached.

Please Note: For hygiene and safety reasons, we cannot accept returns on opened or used Connectable Lights (including ConnectGo Multi-Power Source Connectable Lights and ConnectPro 240V Connectable Lights) or Twinklyâ„¢ App Controlled Christmas Lights once the packaging seal has been broken, unless the product is faulty. This is to protect all our customers and ensure the integrity of our electrical products.

How to Initiate a Return or Exchange

Follow these simple steps to process your return or exchange:

  1. Contact Us: Within 15 days of receiving your order, email our customer service team at [email protected]. Use the template below to ensure you provide all the necessary information.
  2. Wait for Instructions: We will respond within 2 business days with a Returns Authorisation Number and instructions on where to send your item. Please do not send anything back without this number.
  3. Ship the Item: Carefully pack the item in its original packaging and mail it to the address we provide. We recommend using a tracked shipping service for your peace of mind. Please note that original shipping costs are non-refundable.
  4. Processing: Once we receive and inspect your returned item, we will process your refund or dispatch your exchange within 5 business days.

Refund Timelines & Methods

Refunds will be issued to the original method of payment used at the time of purchase.

  • Credit/Debit Card (Visa, MasterCard, JCB): Refunds are processed immediately upon approval but may take 5-10 business days to appear on your statement, depending on your bank’s processing times.
  • PayPal: Refunds are processed immediately and typically appear in your PayPal account within 3-5 business days.

Return/Exchange Request Email Template

Copy and paste the template below into an email and send it to [email protected] to get started.

Subject: Return/Exchange Request – Order #[Your Order Number]

Email Body:

Dear Twinkly Store Customer Service,

I would like to request a [return / exchange] for my recent order.

Order Number: [Your Order Number]
Product Name: [Name of the product you are returning]
Reason for Return/Exchange: [Please provide a brief reason]

I have read and understood the Returns & Exchanges policy.

Thank you,
[Your Full Name]

We are committed to bringing a little more magic to your Christmas. If you have any questions at all about this process, please don’t hesitate to reach out to our friendly team.

Happy Holidays!
The Twinkly Store Team