At Twinkly Store, we are dedicated to making your Christmas magical with our enchanting lights and decorations. We want your shopping experience to be as sparkling and joyful as the products we offer. This policy outlines our shipping and hassle-free returns process to ensure your complete satisfaction.

Shipping Information

We ship globally, excluding Asia and a few remote regions. Please see below for our shipping methods and timelines:

  • Order Processing: All orders are processed within 1-2 business days.
  • Standard Shipping: Shipped via DHL or FedEx. Delivery typically occurs within 10-15 days after dispatch. A flat fee of £12.95 applies.
  • Free Shipping: For orders over £50, we use EMS. Delivery typically occurs within 15-25 days after dispatch.

You will receive a confirmation email with tracking information once your order has been dispatched.

Our Returns & Exchanges Policy

We want you to be utterly delighted with your purchase. If an item isn’t quite right, 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, the item must be in its original condition, with the original packaging and 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 policy is in place 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 friendly customer service team at [email protected]. Please use the template below to provide all 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 highly 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

To get started, simply copy and paste the template below into an email and send it to [email protected].

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 here to bring 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