Write us an email at help@twinies.it.
Frequently Asked Questions
Contact
None is answering my email, what should I do?
Please note customer care is available on weekdays only and closed on weekends and public holidays.
Fit and comfort
How do I know it will fit my dog properly?
Our sizing system was developed by analyzing hundreds of small-sized dogs across different breeds. In the product page and at this link you'll find a detailed measuring guide. If the fit isn't perfect, we'll ship a new one or provide full refund if Terms and Conditions are applied.
Do you have a size guide?
Yes, we offer a size guide on our website to help you find the right fit for your body type. If you have any questions about sizing, please don't hesitate to contact our customer service team for assistance.
My dog doesn't usually like wearing clothes...
Our comfort-first construction eliminates the restrictions and irritations that make dogs resist clothing. The fabric feels like a gentle embrace, not a constraint, allowing natural movement and breathability. That said, we understand that every dog has their own personality, while our designs prioritize comfort, some may simply prefer to go natural, and that's perfectly fine. Should this be the case, we offer a full refund if Terms and Conditions are applied.
Is the sweater suitable for dogs who move a lot or play outside?
Yes, our design prioritizes comfort and freedom of movement. Twinies sweaters are soft, lightweight and non-restrictive, making them suitable for both indoor and gentle outdoor activity. However, we recommend avoiding rough surfaces that may damage delicate natural fibers.
How does the women’s sweater fit?
Our women’s knitwear has a refined, slightly relaxed fit designed for everyday elegance. You’ll find detailed measurements on each product page and at this link. If you're between sizes or need assistance, our team is happy to help.
Placing an order
Do I need an account to place an order?
No, you can check out as a guest. Creating an account, however, allows you to track orders, view past purchases and save preferences.
What payment methods do you accept?
We accept major credit cards, including Visa, Mastercard, American Express, and Discover. We also accept payment via PayPal.
Are all items on the website always in stock?
All products are displayed online, but availability is subject to stock. Out-of-stock items will be marked on their product pages. In the unlikely event of a discrepancy between the website and actual stock due to a miscount, you will be notified via email and refunded for any missing item(s). Discounts or other compensation for such errors will not be provided.
Am I going to receive an order confirmation or invoice?
Yes. After placing your order, you will receive a confirmation email at the address entered during checkout. This email includes your order number and serves as your invoice. If you do not see it in your inbox, please check your spam or junk folder.
Can I cancel my order?
If your order has not yet shipped, you can cancel it by contacting our customer service team. If your order has already shipped, you may need to return the items according to our Returns Policy.
Shipping
Where do you ship?
We ship throughout Europe. Your order will be shipped from our warehouse in the Italy.
How long does shipping takes?
Orders are processed within 1–2 business days. Estimated delivery times:
- Italy: 1–2 business days
- Europe: 2–5 business days
All delivery times are estimates and may vary.
What are the shipping costs?
Shipping costs are calculated at checkout based on your location and the size of your order. For all orders above €150, shipping is free. Please note that delivery times and fees may vary.
How do I track my order?
Once your order has shipped, you will receive a confirmation email with a tracking number. You can use this number to track your order through the carrier's website.
What if I enter the wrong shipping address?
Customers are responsible for providing the correct shipping address at the time of purchase. Twinies cannot be held responsible for orders sent to incorrect addresses. We do not guarantee that change requests can be fulfilled after an order is placed. Please check all details carefully before finalizing your order.
What if there is a delay during shipping?
Please keep your shipping timeline in mind and monitor the tracking information provided, which is updated in real time. If your order is still within the estimated delivery window, we are unable to open an investigation. Contact us only if your shipment exceeds the expected timeline.
Returns
How do I make a return?
Eligible items can be returned. All items must be returned unworn, undamaged, unaltered, and unused, with their original Twinies hangtags and packaging included. Request a return within 14 days of receiving your order writing an email to help@twinies.it. Once approved, send your item(s) back within 7 days following the instructions you’ll receive trough your mail. For more information, please refer to our Terms & Conditions page.
How long does it take to process a return?
Once it has been delivered to our warehouse, processing a return can take up to 7 business days. Once the returned items has been inspected and approved, you will receive a confirmation email. Returns can only be processed once arrived in our warehouse. For more information, please refer to our Terms & Conditions page.
How much does it cost to make a return?
The cost of return shipping is the responsibility of the customer. To avoid unnecessary return or exchange fees, we recommend measuring your dog carefully before purchasing. If you are unsure about the size, feel free to contact us, we’re happy to assist.
Product care
How should I care for my Twinies items?
All Twinies knitwear should be cared gently to preserve its softness and longevity.
We recommend hand washing only, using cold water and a mild, neutral soap. Do not machine wash, wring, tumble dry or expose the garment to direct heat. After washing, remove excess water by pressing the sweater inside a clean towel and lay it flat to dry on a surface, away from sunlight. This ensures the fibers maintain their shape, softness and refined appearance over time.
Are the items safe for my pet?
Yes, every Twinies piece is designed to be completely safe for your pet. Our sweaters are crafted from high-quality natural fibers, chosen for their softness, breathability and comfort on sensitive skin and fur. At the same time, all Twinies products are intended as accessories only. Their use is entirely under the responsibility of the purchaser and/or user, and Twinies cannot assume liability for improper or unsupervised use.