Refund policy
Twinkle Toes
Return, Exchange, Refund & Cancellation Policy
At Twinkle Toes, we care about the comfort, hygiene, and safety of every child. Because our products include baby and children’s essentials, underwear, bodywear, socks, and other personal items, return and exchange requests are reviewed carefully while respecting applicable consumer-protection laws.
Returns and exchanges within 14 days
Customers may request an exchange or return of an eligible product within 14 days of receiving the order, without having to provide a reason.
To be eligible, the product must remain:
- Unused, unworn, and unwashed
- Undamaged and in the same condition in which it was received
- With all original tags and labels attached
- Inside its original packaging
Where the customer has a statutory right to return or exchange the product, no additional expenses will be charged to the customer.
Certain products may not be eligible for return or exchange because of their nature, hygiene requirements, or packaging. These include:
- Underwear after its sealed packaging has been opened or removed
- Personal or hygiene products that cannot safely be returned to their original condition after opening
- Used, worn, washed, altered, or customer-damaged products
- Products missing their original packaging, tags, or labels
- Products made according to specifications selected specifically by the customer, where applicable
Opening ordinary external delivery packaging does not automatically make a product ineligible. Eligibility depends on whether the product’s own hygienic or sealed packaging has been opened and whether the product remains in its original condition.
Defective, damaged, or incorrect products
Customers may report a manufacturing defect, damaged product, missing item, or incorrect item within 30 days of receiving the order.
When reporting an issue, the customer may be asked to provide:
- The order number
- Full name and contact number
- Clear photographs of the product
- Photographs of the product packaging and external shipment packaging
- A brief description of the issue
When a manufacturing defect or fulfilment error is confirmed, Twinkle Toes will bear the reasonable costs required to resolve the issue.
Depending on the circumstances and applicable law, the customer may request:
- Replacement with the same product, subject to availability
- Replacement with another agreed product
- A refund of the amount paid
A legally required refund will be processed using the original payment method. Store credit or a promotional code may be offered only when the customer voluntarily agrees to receive it and where permitted by applicable law.
Exchange availability
Exchanges are subject to product, color, age, and size availability.
Where an exchange is requested as a voluntary service outside the customer’s mandatory legal rights, the customer may be responsible for applicable pickup and re-delivery charges. Any such charges will be communicated and agreed upon before the exchange is arranged.
Order cancellation
Customers may request cancellation before the order or relevant items have been fulfilled.
Once an order has been fulfilled, prepared for shipment, or handed to the courier, cancellation might no longer be possible. The customer may instead follow the applicable return or exchange procedure after receiving the order.
Delivery and package inspection
Customers should inspect the external condition of the shipment when receiving it.
Some couriers may not permit packages to be opened before the shipment is officially received. This courier procedure does not remove or reduce the customer’s rights to report a defect, incorrect product, or other eligible issue after delivery.
Customers should contact Twinkle Toes as soon as reasonably possible after discovering a problem and keep the product and packaging available for review.
Uncollected or refused shipments
Customers are responsible for providing accurate contact and delivery information and remaining available to receive their orders.
When an order is refused, repeatedly uncollected, or cannot be delivered because the customer supplied incorrect information, Twinkle Toes may:
- Request payment of the documented delivery and return-delivery costs before accepting another cash-on-delivery order
- Require advance payment for a future order
- Temporarily restrict cash-on-delivery service for that customer
No charge will be added to a future order without first informing the customer.
How to request assistance
To request a return, exchange, cancellation, or report an order issue, contact Twinkle Toes customer service through the contact details displayed on our website.
Please provide the order number, customer name, phone number, reason for the request, and any relevant photographs.
Applicable consumer rights
Nothing in this policy limits any mandatory rights available to customers under applicable Egyptian consumer-protection law. Where this policy conflicts with a mandatory legal requirement, the applicable legal requirement will prevail.
This revised version keeps your hygiene protection while recognizing the 14-day statutory return right and the separate 30-day defective-product right described by Egypt’s Consumer Protection Agency.