Shipping policy

Shipping Policy

Shipping Process

During peak periods, such as holidays, promotional events, product launches, or periods of limited stock, order processing and fulfillment may take up to 10 business days.

Once your order has entered the shipping process, we may no longer be able to make changes, including changes to the shipping address, size, color, product selection, or other order details.

Orders are generally processed and shipped Monday through Friday, excluding public holidays.

Once your order has shipped, you will receive a shipping confirmation email containing your tracking information.

Orders containing multiple products may arrive in separate packages depending on product availability and the fulfillment partners involved.

Tracking

All orders are shipped with tracking information. You will receive an email once your order has been transferred to the shipping carrier.

Please allow a few business days for tracking information to update after your package has entered transit.

If your tracking information has not updated within 5 business days of receiving your shipping confirmation email, please contact us at [support email address].

Estimated Delivery Times

Delivery times vary by destination and begin after your order has been shipped. Processing and fulfillment times are not included in the estimates below.

Destination Estimated Delivery Time
United States 8–14 business days
Canada and Europe 10–14 business days
Australia and New Zealand 10–21 business days
Mexico, Central America and South America 15–30 business days

These delivery times are estimates and are not guaranteed.

Delays may occur because of customs processing, carrier disruptions, severe weather, public holidays, high order volumes, seasonal demand, or other circumstances outside our reasonable control.

Duties, Taxes and Import Fees

International shipments may be subject to import taxes, customs duties, VAT, brokerage fees, or customs clearance charges upon arrival in the destination country.

These charges:

  • Are the responsibility of the recipient

  • Are not controlled or determined by My Twinkle Tutu

  • Are not included in the order total paid at checkout unless explicitly stated otherwise

My Twinkle Tutu cannot estimate the amount of these charges before delivery.

If a package is refused, abandoned, or returned because import charges were not paid, the customer may be responsible for any shipping, customs, handling, and return fees incurred. These costs may be deducted from any eligible refund where permitted by law.

Customs regulations vary by country. We recommend contacting your local customs authority for further information before placing your order.

Lost, Stolen or Damaged Packages

My Twinkle Tutu is not responsible for packages that are:

  • Marked as delivered by the carrier but cannot be located

  • Lost after confirmed delivery

  • Stolen after delivery

  • Damaged after delivery because of improper handling, misuse, accidents, or storage conditions

If tracking shows that your package was delivered but you have not received it, please check:

  • Around your property and any safe delivery locations

  • With household members

  • With neighbors

  • With reception staff or building management

  • With your local post office or delivery carrier

You should also contact the local carrier directly and file a missing-package or delivery claim where appropriate.

We may use carrier tracking records, timestamps, delivery photographs, GPS information where available, and other delivery confirmation when reviewing shipping claims.

Claims should be reported as soon as possible. We may be unable to assist with claims submitted after an extended period following the recorded delivery date.

If your package appears to have been lost in transit or arrives damaged, please contact us at [support email address] with:

  • Your full name

  • Your order number

  • Your tracking number

  • A description of the issue

  • Clear photographs or videos where applicable

  • Photos of the shipping packaging and label if requested

Each claim will be reviewed individually.

Incorrect or Incomplete Shipping Addresses

Customers are responsible for providing a complete and accurate shipping address at checkout.

Please carefully review your:

  • Full name

  • Street address and unit or apartment number

  • City

  • State or province

  • Postal or ZIP code

  • Country

  • Email address and contact details

Once an order has entered processing or fulfillment, it may not be possible to modify or cancel it.

My Twinkle Tutu is not responsible for delivery issues caused by an incorrect, incomplete, or outdated address provided by the customer.

If a package is returned because of an incorrect or incomplete address, the customer may be responsible for any return and reshipping fees.

Additional shipping charges may need to be paid before the order can be shipped again.

Original shipping charges are generally non-refundable unless required by law.

Refused and Unclaimed Packages

Customers are responsible for accepting or collecting their packages.

If a package is refused, left unclaimed, or returned to the sender, any original shipping charges, return shipping fees, customs charges, and carrier handling fees may be deducted from an eligible refund where permitted by law.

A refund will only be considered after the returned package has been received and inspected by the appropriate return facility.

Delivery Delays

Estimated delivery dates are provided for guidance only and are not guaranteed.

My Twinkle Tutu is not responsible for delays caused by:

  • Customs inspections or clearance

  • Carrier delays

  • Severe weather or natural disasters

  • Public holidays

  • Incorrect or incomplete shipping information

  • Failed delivery attempts

  • High seasonal shipping volumes

  • Transportation disruptions

  • Postal or carrier network disruptions

  • Circumstances outside our reasonable control

A delayed shipment does not automatically qualify for a refund while the package remains in transit.

If tracking has not updated for an extended period, please contact us so we can review the shipment and, where appropriate, contact the carrier.

Orders Arriving in Multiple Packages

If your order contains multiple items, colors, sizes, or products, they may occasionally be shipped separately.

You may therefore receive more than one tracking number or receive different parts of your order on different days.

If only part of your order has arrived, please check your shipping confirmation emails and tracking information before contacting us.

Order Changes and Cancellations

Please contact us as soon as possible if you need to change or cancel your order.

We will make reasonable efforts to accommodate your request, but changes and cancellations are not guaranteed once an order has entered processing, fulfillment, or shipping.

This includes requests to change:

  • Shipping addresses

  • Dress sizes

  • Dress colors

  • Product quantities

  • Other order details

Once an order has shipped, it cannot be cancelled and must be handled according to our Return and Refund Policy after delivery.

Contact and Support

For questions regarding shipping, tracking, or your order, please contact:

My Twinkle Tutu
Email: [support email address]

Please include your full name and order number so our customer-support team can assist you more efficiently.

We are always working to provide a reliable and positive shopping experience.

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