Return Policy

  • Refunds & Returns

    • If you are not happy with your purchase, you may return it within 30 days of the arrival date for a full refund.
    • No refunds or exchanges will be accepted after 90 days from the arrival date of your purchase.
    • Your product must be in unused condition and in its original packaging.  
    • To initiate your return, contact our Customer Support Team.
    • You will be responsible for paying the shipping fee associated with sending your order back to our headquarters in Australia. 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.

    Cancelations (If Applicable)

    • If you would like to cancel your order, contact our Customer Support Team within 6 hours of ordering.
    • Each order remains in a processing state for 6 hours until it is transmitted to our operational facility for immediate fulfilment.
    • All wholesale orders are non-refundable, as specified on the "Wholesale Pricing Guide".

     Defective Products

    • If you receive a defective product, we will send you a replacement for free.
    • A video must be sent to the Customer Support Team to support your claim.
    • If your product becomes defective due to a manufacturing defect, we will send you a free replacement. 

    Wrong Address

    • It is the responsibility of the buyer to make sure that they enter their shipping address correctly.
    • Please contact our Customer Support Team within 6 hours of ordering if you believe you have provided us with an incorrect shipping address. We do our best to speed up our processing times, so there is always a small window to correct an incorrect shipping address. 

     Lost or Stolen Packages

    • TwinklingTree is not responsible for lost or stolen packages.
    • If your tracking information states that your package was delivered to your address and you have not received it, 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.

     Shipping Fees

    • The buyer is responsible for paying any shipping fees related to international orders.
    • Virtualia is not responsible for paying customs, duties, taxes and currency exchange fees.