FAQs

You will receive a confirmation email within 24 hours of placing your order.

• If you did not receive your confirmation email, please check your spam and/or junk folders as it may have been missorted. 
• If you are still unable to locate that confirmation email, please contact us, and provide further information that was used to place this order, such as:
  • • First and last name
    • Email
    • Shipping Address
    • Total amount of the order

Once we have received that information, our customer service representative will be able to investigate this further for you and update you on your order confirmation! 

No problem! Your product does not come with a receipt inside the package. We strive to be as environmentally friendly as possible which is why all information is sent via email. To make your surprise perfect, we strongly recommend you to NOT use the email address of the receiver but your own.

We value your patience and we apologize for any inconvenience. Our sincerest apologies, but due to an overwhelming influx of orders, response times were slightly delayed! We can assure you our customer service team is doing their very best in responding each query promptly and accurately.

Yes. However, delivery to another country can involve additional fees, including customs charges and import taxes, which will vary from country to country. The buyer/receiver is responsible for paying any shipping fees related to international orders. We are not responsible for paying customs, duties, and taxes.

The currency that you pay may also be based on the destination of the shipment; however, in many cases, it will be the same as that of your home country. It is therefore important to make sure you are aware of any potential costs or restrictions at the point of purchase or when your order is shipped.

From time to time, packages can take longer than usual to arrive at their destination. If you have not received your order yet, please take the following steps:

1. You can check the status of your order by going here. This is the number of days it may take for your order to arrive after it has been shipped. If it’s still within the timeframe, sit tight, your order will arrive shortly:

United States: 4-12 business days
United Kingdom: 4-9 business days
Canada: 7-14 business days
Australia: 6-14 business days
Europe: 5-13 business days
Other: 8-14 business days

2. If your package should have arrived by now, or the tracking has not been updated, please contact us.

If your order was not delivered or the package is missing after the carrier marked it as delivered, there are a few reasons why this may be the case:

1. The order number may have been entered manually as a tracking number or the app may have incorrectly pulled in the order number instead of the tracking number. Please check to make sure your tracking number in the app is the correct tracking number provided by the merchant.
2. Some packages can show up late or be temporarily held up in local transit. Shipping carriers can even mark an item as delivered a little early, and it may not arrive until several days later. Sometimes, a package may be delivered to a neighboring address by mistake. In this case, it's wise to check with your neighbors to locate the package.
3. TwinklingTree™ is not responsible for lost or stolen packages, please file a complaint to your respective shipping carrier.

If you have any further questions on how to do this please reach out to our Customer Support Team.

If you wish to modify your order, please contact us and we will do our best to assist you in this matter. 

Kindly note that once your order has been shipped, we can no longer modify it. Modification of orders is not completed until you receive an email confirmation from the customer support representative that has handled your request.

When requesting for modification of orders, we need the following information:

• Order number
• Details to change

If your delivery has been marked as complete and you're still missing something, please contact us as soon as possible.

To help us better support you, please include the following information when you email:

1. Order Number;
2. What items you've received; and
3. What items you're missing

We are an Netherlands-based company. For information about shipping times, please click here.

If you wish to cancel your order, please contact us and we will do our best to assist you in this matter. 

Kindly note that once your order has been shipped, we can no longer cancel it. Cancellation of orders is not completed until you receive an email confirmation from the customer support representative that has handled your request.

When requesting for cancellation of orders, we need the following information:

• Order number
• Reason for cancellation

 However, we cannot guarantee that the same item/s will still be available by the time you reorder.

All wholesale orders are non-refundable, as specified on the "Wholesale Pricing Guide".

We’re very sorry to hear that you received a faulty item! Mistakes like these are extremely rare and not a true representation of who we are as a company.

If you receive a faulty item, please contact us as soon as possible within fourteen (14) days and provide the following:

• Order number
• Detailed Video or Photograph of the item you received

We will get back to you as soon as we can!

If you receive a faulty item and did not contact us within fourteen (14) days of receipt thereof, then we will consider this an act of acceptance of the received product in lieu of the ordered article.

Your refund will be automatically applied to your credit card or the original payment method.

Return & Exchange means you want to return the items to us and exchange or replace with another item (different color, size, etc.). If you wish to return and get a refund, you may refer to our Return & Refund Procedure and click here. 

To initiate your return, contact our customer service team and provide the following:

• Your full name

• Order number

• Product

• A summary of your reason for return

We will get back to you as soon as we can!

You will be responsible for paying the shipping fee associated with sending your order back to our headquarters in the Netherlands. Shipping costs are non-refundable.

Consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned product.

Once your returned product is received, we will send you an email to notify you.

Your new order will then be processed, and an order and shipping confirmation will be sent to your email address.

Return & Refund means you want to return the items to us and get a refund of the amount you paid. If you wish to exchange the item you purchased with another item (different color, size, etc.), you may refer to our Return & Exchange Procedure and click here.

To initiate your return, contact our customer service team and provide the following:

• Your full name

• Order number

• Product

• A summary of your reason for return

We will get back to you as soon as we can!

You will be responsible for paying the shipping fee associated with sending your order back to our headquarters in the Netherlands. Shipping costs are non-refundable.

You may want to consider using a trackable shipping service or purchasing shipping insurance. We cannot guarantee that we will receive your returned product.

Once your returned product is received, we will send you an email to notify you.

Your refund will then be processed, and a credit will automatically be applied to your credit card or original method of payment.

Your refund will be issued once your return has arrived in our warehouse. It can take 7-14 business days for the refund to be reflected on your method of payment.

Your product must be in unused condition and in its original packaging.

If you are not happy with your purchase, you may return it within 30 days of the arrival date for a full refund.

Product purchased with a discount may be exchanged/refunded based on the discounted amount. 

Product may be exchanged/refunded if there is a manufacturing fault. 

Products may be exchanged/refunded provided that the products are in new and original condition with the original price tag attached. 

If we support your local currency, the amount in your bank statement will be the same amount that was originally transacted. 

If an international currency is not supported, the display will default to USD, hence you may pay a different rate due to exchange rate fluctuations. This also applies to refunds in different amounts due to exchange rate fluctuations.

If you need further assistance, please contact us and provide the following:

1. Order number

2. Full name

3. Photo of the document/s to support your claim

We use an organization called Stripe, to collect credit card payments. Stripe has been audited by a PCI-certified auditor and is certified to PCI Service Provider Level 1. This is the most stringent level of certification available in the payments industry. To accomplish this, Stripe uses the best-in-class security tools and practices to maintain a high level of security at Stripe.

Option for installment, split payment, or using multiple credit cards is not available. We are continuously improving our service and we are looking to expand our modes of payment in the future.

We accept Mastercard, VISA, Amex, PayPal, Afterpay, Apple Pay, and Google Pay. We operate online, so unfortunately we cannot accept cash. For security reasons, we don't accept payment over the phone.

The payment process includes multiple control steps to ensure maximized safety. If your payment was successful, you will receive an order confirmation email within 24 hours.

If you have not received your order confirmation, please check your junk mail. 

If you are still unable to locate that confirmation email, please contact us, and provide further information that was used to place this order, such as:

• • • First and last name
    • Email
    • Shipping Address
    • Total amount of the order

Once we have received that information, our customer service representative will be able to investigate this further for you and update you on your order confirmation! 

Unfortunately, after an order is placed, we cannot amend the payment method.

Unfortunately, after an order is placed, we cannot amend the billing address. Please do not be alarmed, this will not affect anything.

We accept Mastercard, VISA, Amex, PayPal, Apple Pay, and Google Pay. We operate online, so unfortunately we cannot accept cash. For security reasons, we don't accept payment over the phone.

Welcome to our newsletter! We are really happy that you have joined us on this journey and will be sure not to miss any of the great information we share.

The moment you confirm your subscription to our newsletter, we will send a welcome email with the corresponding 10% discount code.

This special offer is only available for new subscribers and can be applied at checkout as soon it's confirmed!

If you can't find the email with the 10% discount code, please make sure it's not in your SPAM or Promotions folder. 

If searching has failed thus far, please contact us so one of our customer service representatives may help out ASAP.

If you have a valid and active Promotion Code, simply select the items you wish to purchase, add them to your bag and head to the checkout.

Mobile: After entering your shipping details, click through to the checkout payment page and add the code into the Discount Code box underneath your address.

Desktop/Tablet: Once on the checkout payment page, you will find a Discount Code box to enter the code on the right-hand side of the screen with the text ‘Add a discount code or a gift card’. Enter your code and click apply for the discount to automatically be applied to your order.

Discount codes are valid only for a limited period of time and cannot be applied after the promotion period has ended.

If you believe the code you are trying to use should still be valid, please contact us with the code you used and the date you tried to use it.

If you are using a discount code, make sure to input the code prior to checking out and confirming your order. Once payment has been made and the order has been confirmed, you can no longer use or apply any of our discount codes.