1. Purchasing process
You can buy in Tiwel | Official Online Store by selecting the model / size you want in our catalogue and clicking on “buy” (you have at your disposal the size guide that you will find in each product). You can choose as payment method: credit / debit card (Visa, Mastercard or Maestro), Paypal or Bizum.
After purchasing, we will send you a confirmation email with your purchase details and order number. If you don’t find it in your inbox, check your spam or write to us at [email protected].
2. Shipment tracking
If you have purchased from Spain, you will receive an email from the courier company as soon as your order leaves the warehouse. You will be able to contact them directly in case of any anomaly or modification in the delivery.
If you have purchased from Europe, in the confirmation email you will find a link to track your order. There you will be able to check exactly where your order is at any given moment and the contact details of the courier company.
3. Delivery times and shipping costs
The shipment of items purchased at Tiwel will be made with an international courier company and will be delivered within approximately 48-72 hours on working days. Home deliveries will be free of charge for orders over 50€ in the Iberian Peninsula, Balearic Islands and Portugal. For orders under this amount the shipping cost will be 3,95€ or 15€ if the delivery is outside Spain or 45€ to the Canary Islands.
– Iberian Peninsula + Balearic Islands: Tariff 48/72 hours: Paq Standard Domicilio: Up to 50€ = 3,95€ | More than 50€ = Free of charge
– Canary Islands, Ceuta and Melilla: Tariff 48/72 hours: Paq Standard Domicilio: Up to 120€ = 10€ | More than 150€ = Free of charge
– Europe (Germany, Belgium, France, Italy, Luxembourg, Netherlands…): Paq Light International: Up to 120€ = 7,95€ | More than 120€ = Free of charge
– USA: Paq Estandar International: Up to 150€ = 15€ | More than 150€ = Free of charge
In order to avoid delivery incidents (wrong addresses, impossibility of finding someone at home, etc.), it is essential to fill in the corresponding form correctly during the purchase process, and it is advisable to fill in the box relating to the contact telephone number.
Orders cannot be shipped to military bases or post office boxes.
Shipping costs may be changed at any time without prior notice. Such change will be applicable from the moment the modification is included in the help pages and the contract published on this Website. In any case, the shipping costs that appear at the time of placing the order will be valid.
Shipments to European Union countries or areas such as the Canary Islands, Ceuta and Melilla may be subject to additional charges (import taxes, customs duties and/or taxes applied by the authorities of each country) which must be paid by the buyer. Customs policies vary widely, so we recommend that you contact your local customs office for full information.
4. Return and/or exchange policy
If you are not satisfied with your purchase, Tiwel allows you to exchange the purchased item or return it within thirty (30) days from the date of receipt, provided that the garment has not been worn or damaged. Thus, Tiwel will not accept exchanges or returns of used or damaged garments (as long as it is not a tare), and it is essential that the garments retain the label.
4.1 Is there a charge for returning/exchanging the size?
Yes, the return costs are charged to the customer except in cases of defect or fault. Free returns and exchanges will only be accepted if it is due to a product problem, defect or shipping error. The cost of the return or change of product (model, size, colour…), if it is for reasons beyond the company’s control, will be charged to the user. Whether you need to return or change the size, you must notify us of your request. To make the return/exchange, we offer 2 options:
– Delivery to our office. In the case of tare or defect, the amount will be paid when we proceed to the refund.
– Send it by your own means with the carrier of your choice. The cost will depend on the transport company you choose and will not be refundable (We recommend that you keep the proof of delivery with the address of our facilities and the tracking number).
Important: confirm on the website the name of the model and size you want to buy, and check that the size you are looking for is not out of stock. If it is out of stock, we probably do not have it in stock and, therefore, we will not be able to manage the exchange, so it is better that you look for an alternative. If we do not have stock or we are unable to send another product with identical characteristics, the customer may choose between terminating the contract (i.e. refunding the amounts paid) or requesting the delivery of another model that the User voluntarily chooses for the same value as the first one.
All returns of purchased items must be carefully packaged and include the delivery note. As soon as we process your exchange (we usually take between 24 – 48 hours to process), we will contact you again to let you know that the exchange has been processed. At that time, we will send the new order to the warehouse and, as soon as it is ready, you will receive an email telling you how long it will take for your order to be delivered. Tiwel does not accept the exchange of a product purchased by the user in physical multi-brand shops that sell Tiwel for another product that is offered on the Website.
Each product to be returned must be unused and with all labels, packaging and – if applicable – original documentation and accessories. If this is not the case, Tiwel reserves the right to refuse the return.
You may request a refund of the amount paid for the garment, provided that the product is returned in its original sealed packaging and has no signs of use. If you do not meet the aforementioned requirements, you will be given a voucher that will be redeemable online for one year.
4.2. Exchanges and/or returns in the physical shop
This option is currently not available.
4.3. Exchanges and/or returns by post
Size exchanges or returns of purchased products may also be made by ordinary mail to the following address:
Tiwel | Tienda Oficial Online RETURNS
Av. Castilla, 32 Nave 82
San Fernando de Henares
28830 Madrid, Spain
In this case, Tiwel advises you to return the goods by registered post or with acknowledgement of receipt.
The shipping costs for products, which are to be exchanged or returned by post, shall be borne by the customer and Tiwel will not accept returns sent carriage paid.
Tiwel is not responsible for the courier company contracted by the User to return the order. In this regard, Tiwel recommends that the User requires the courier company to provide proof of delivery once the courier has deposited the product at Tiwel’s offices. Tiwel is not responsible for the address where the User sends the order to be returned. It must always be our office in Madrid.
4.4. Right of withdrawal
The customer has the right to withdraw from this contract within 14 calendar days without giving any reason.
The withdrawal period shall expire 14 calendar days after the day on which the customer acquires the goods. The right of withdrawal may not be exercised in the case of sealed underwear that has been unsealed after delivery.
In order to exercise the right of withdrawal, it is necessary to notify us of your decision to withdraw from the contract by means of an unequivocal statement (e.g. a letter sent by post, fax or e-mail):
Post: Tiwel | Tienda Oficial Online
Dpto. de Atención al Cliente
Av.Castilla, 32 Nave 65, San Fernando de Henares, 28830 Madrid, Spain
Phone: +34 91 677 42 94
E-mail: [email protected]
We remind you not to provide your card details via email, fax or social networks.
In order to comply with the withdrawal period, it is sufficient that the communication concerning the exercise of this right is sent before the expiry of the withdrawal period.
Consequences of withdrawal
After withdrawal, we will refund to you all payments for your order, including the costs of delivery (with the exception of the additional costs resulting from the customer’s choice of a delivery method other than the least expensive method of standard delivery offered by us) without undue delay and within 14 calendar days from the date on which we are informed of the decision to withdraw from this contract. We will carry out such refund using the same means of payment used by the customer for the initial transaction, unless the customer has expressly agreed otherwise. In any case, you will not incur any costs as a result of the refund.
We may withhold reimbursement or refund until we have received the garments, or until the customer has provided proof of the return of the garments.
The customer must return or hand over the goods directly to us without undue delay and within 14 calendar days from the date on which the decision to withdraw from the contract is communicated to us. The deadline shall be deemed to have been met if the goods are returned to us before the end of this period.
In order to return the garments, the customer can use the services provided by Tiwel.
Once the product(s) have been received, Tiwel will check that they are in good condition and will proceed to send the required size if an exchange has been requested or will proceed to refund the amount in the same payment method used for the purchase in the case of a return.
The refund period can range from 3 to 12 working days after the return is received at Tiwel’s warehouse. Once the condition of the returned goods has been checked, the customer will be informed by email.
In case of exercising the right of withdrawal of the order, the maximum period for the refund of the amount paid by the consumer for the products will be 14 calendar days from the withdrawal.
Payment for returned items will always be made in the same form of payment used for the purchase.
If we have mistakenly sent a different item than the one ordered or if the quality of the item sent is inadequate, Tiwel will pay the amount of the returned item and the shipping costs once the error or defect has been verified. In this case, Tiwel will collect the goods from your home free of charge.
In order to pay for orders paid for by bank transfer, the customer must provide Tiwel with an IBAN code so that the corresponding amount can be paid. The IBAN code must belong to a bank in the country to which the order is being sent.