F.A.Q.’s

This section covers some of the questions we get often. For everything send a message to our Customer Service Department, trough any of the available contact forms.

 

Payment methods
We accept Visa, MasterCard, American Express, Delta, and Maestro credit and debit cards via Stripe. Payment is only debited from your card at time of dispatch.

We also accept Paypal.

TwinRules.com has an StartSSL certificate ensuring that your information is kept private while in transit between your web browser and our web server.

How much is the freight charge?
We ship all over the world, and the freight charge depends on your delivery address and your purchase amount. Find your delivery zone below and see the freight charges – as well as your freight free limit.

Spain
Freight Charges: EUR 5
Free delivery over: EUR 100

Europe
Freight Charges: EUR 15

Rest of the world
Freight Charges: EUR 25

How long takes product to be shipped and delivered?
All packages are sent via post from our warehouse in Spain. Your order will be sent within 5 working days after it has been placed.

The normal delivery time from the package has left our warehouse is:

  • 3 working day to Spain
  • 5 working days to Europe
  • 15-20 working days to the remaining destinations

If nobody is at the address when the mailman makes the delivery, a note is left in the mailbox and the mailman leaves with the package. Another attempt to deliver will be made the next day. If delivery is not possible, the package will be returned to us. When you find the mailman note in your mailbox, contact them to arrange another delivery address,time or tell them the package can be left in your back yard etc.

You can have your package delivered to your work address if this is more convenient for you. This should just be included as Delivery Address. Please note that it is not possible to make a delivery to a PO box.

The freight charge depends on your delivery address.

What countries do you sell to?
Our customers are mainly from the US and Europe, but we ship to a lot of other countries too.
This is the list of countries we ship to:

Afghanistan, Albania, Algeria, Andorra, Angola, Anguilla, Antigua and Barbuda, Armenia, Aruba, Australia, Austria, Azerbaijan, Bahamas, Bahrain, Bangladesh, Barbados, Belarus, Belgium, Benin, Bermuda, Bhutan, Bolivia, Bosnia and Herzegovina, Botswana, Brasil, British Virgin Islands, Brunei Darussalam, Bulgaria, Burkina Faso, Burundi, Cambodia, Cameroon, Canada, Cape Verde, Cayman Islands, Central African Republic, Chad, Chile, China, Colombia, Comoros, Congo, Cook Islands, Costa Rica, Croatia, Cyprus, Czech Republic, Democratic Republic of the Congo, Denmark, Dominica, Ecuador, Egypt, Equatorial Guinea, Eritrea, Estonia, Ethiopia, Falkland Islands, Faroe Islands, Fiji, Finland, France, French Guiana, French Polynesia, Gabon, Gambia, Georgia, Germany, Ghana, Gibraltar, Greece, Greenland, Grenada, Guadeloupe, Guam, Guernsey, Guinea, Guinea-Bissau, Guyana, Haiti, Honduras, Hong kong, Hungary, Iceland, India, Indonesia, Ireland, Israel, Italy, Ivory Coast, Jamaica, Japan, Jersey, Kazakhstan, Kenya, Kiribati, Korea, Republic (South), Kuwait, Laos, Latvia, Lesotho, Libya (Libyan Arab Jamahiriya), Liechtenstein, Lithuania, Luxembourg, Macao, Macedonia, republic, Madagascar, Malawi, Malaysia, Maldives, Mali, Malta, Martinique, Mauritania, Mauritius, Mayotte, Mexico, Moldova, Monaco, Mongolia, Montenegro, Montserrat, Morocco, Mosambique, Myanmar/Burma, Namibia, Nauru, Nepal, Netherlands, Netherlands Antilles, New Caledonia, New Zealand, Nicaragua, Niger, Nigeria, Norway, Oman, Pakistan, Palau, Panama, Papua New Guinea, Paraguay, Peru, Philippines, Poland, Portugal, Puerto Rico, Qatar, Rwanda, Réunion, Saint Helena, Ascension and Tristan da Cunha, Saint Kitts and Nevis/St. Christopher, Saint Lucia, Saint Martin, Saint Pierre and Miquelon, Saint Vincent and the Grenadines, San Marino, Saudi Arabia, Senegal, Serbia, Seychelles, Sierra Leone, Singapore, Slovakia, Slovenia, Solomon Islands, South Africa, Spain, Sri Lanka, Suriname, Swaziland, Sweden, Switzerland, São Tomé and Príncipe, Taiwan, Tajikistan, Tanzania, Thailand, Timor-Leste, Togo, Tonga, Trinidad and Tobago, Tunisia, Turkey, Turkmenistan, Turks and Caicos Islands, Tuvalu, Uganda, Ukraine, United Arab Emirates, United Kingdom, United States, Usbekistan, Vanuatu, Vatican City, Venezuela, Vietnam, Wallis and Futuna, Yemen, Zambia, Zimbabwe.

Can I cancel an order?
It is possible to cancel your order if it hasn’t been sent. Contact us and we will help you. If your order has been sent, contact us you might be able to return products for a refund. The freight will not be refunded. It is not possible to change your order once it has been submitted. This also includes changing the size or color of a product, removing an item, changing the delivery address or payment method.
Which languages are available on the website?
Our online store is available in Spanish and English. You may switch languages at any time while browsing by clicking on the button situated at the top of the page.
Can the final price can change?
The applicable price will be the one shown on the website at the time the order is placed. Prices are inclusive of VAT (Value Added Tax). The breakdown of the shipping costs will be listed separately in the order during the buying process. TWINRULES reserves the right to modify the prices of products on sale at any time and with no prior notice, although any such modifications shall not apply to orders that have already been confirmed.
It is possible to buy or order sold out products?
When a product its sold out at the online store, it may no longer be available. If additional stock is received the item will be reactivated.
If you wish to locate a product from our online store at a physical store, note down the reference number given in the product specifications and contact the store.
Online orders are subject to stock availability in our warehouses. In the event of supply incidents or if an item is out of stock, you will be informed as soon as possible and offered a replacement item. Alternatively, you will be refunded for the amount paid for the items that were not included in your order.
How can I subscribe to receive TWINRULES news?
In order to receive sales and promotions about our brand and the online store, you must enter your email address in the corresponding box on the website entitled ‘Newsletter’, which can be accessed at the bottom right of any page while browsing.
If you no longer wish to receive newsletters, you can click on the ‘Unsubscribe’ link that appears at the bottom of all our newsletter emails.
Problems with the password
If you are already registered with the website but are unable to remember the password to access your personal account, you change it for a new one in the ‘Login’ section, follow the instructions after clicking ‘Forgot password’. We will send instructions of how to proceed to the email address you provided when registering.
My order status?
If you have placed an online order and would like to check its status, go to ‘My account’ and then ‘My orders’, where you can view a list of all the purchases you have made. Click on the order you wish to obtain details of.
Returns Policy
We want all our customers to receive high quality products. If there is something wrong with the product you have received or if your delivery is not identical to your order (wrong product or if a product is missing), please contact our customer service. If you send us a mail, please include as many details as possible.
When we receive the product, we will refund the value of the purchased the product, but not the original freight.
All products must be returned in their original packaging with all enclosed documentation and the packaging cannot be broken or in any other way damaged – neither can the product. Otherwise it will not be possible to obtain a refund.
You must pay for the freight to return the goods and this must also be arranged by yourself. The goods are your responsibility until they reach our warehouse. Please ensure you pack the return safely to prevent any damage to the products or boxes.
The item I received is faulty or incorrect
If you have received an item in poor condition or that does not coincide with your order, send a message to our Customer Service Department including details of the order the item was included in.
We will contact you as soon as possible to resolve the incident.
How long will take to process my refund?
It can take up to 14 days for us to receive your return, depending on which postal service you use. Once we have received the returned products, we will inspect them and process the refund within 48 hours.
Are all unique original designs?
All the items we sell have our original designs, made, thought and created by the TwinRules teem.
What is the composition and care instructions and size guide of each item?
There are specifications for each item including details of the size chart, the composition and recommendations on how to care and wash it within the product page.
Whats the quality of the prints?
Textil: We use vinyl transfer printing, a technique where the design is cut from a colored vinyl and then pressed onto the shirt at high temperature. Same technique used for the numbers on the professional sports jerseys.
Mugs: Are fired at extremely high temperatures. Quality will never dereriorate with time, you can wash them in the dishwasher, by hand, put in microwave…. print will not deteriorate.
Website security
To help ensure that your shopping experience is safe, simple and secure TwinRules.com uses Secure Socket Layer (SSL) technology. This encrypts and protects the data you send to us over the internet. If SSL is enabled then you will see a padlock at the top of your browser and you can click on this to find out information about the SSL digital certificate registration.

You will also notice that when you look at the location (URL) field at the top of the browser you will see it begin with ‘https:’ instead of the normal ‘http:’. This means that you are in secure mode.