Refund policy
Customers have 14 calendar days from the date of order delivery to initiate a return.
As part of our BLACK FRIDAY promotion, all purchases made from November 21 can be returned until January 12.
Returning an item is simple—just follow these steps:
- Enter your order number and the email address used for the purchase AQUÍ.
- Select the product(s) you wish to return.
- (Optional) Provide the reason for your return.
- Choose one of the available return options:
- Gift card: Once we receive your return at our warehouse and inspect the package, we will email you a gift card. This option incurs no return shipping costs.
- Original payment method: After we receive and verify the condition of the package at our warehouse, the refund will be issued to the same payment method used for the purchase.
- Confirm the address for the product pickup or, if you prefer, indicate if you’d like to drop off the package at a nearby delivery point. For returns within Spain, if you choose to drop off the package at a Correos office, you can generate a QR code to print the return label directly at the office.
- You will receive a confirmation email for your return request. Print the attached label, place the product to be returned inside the package, seal it, and attach the label to the outside.
The item must be unused and in the same condition as it was received. This means it must show no signs of wear, scratches, or damage of any kind. All original accessories must be included (such as the box, case, cleaning cloth, tags, and any documentation).
The customer is responsible for shipping costs associated with the return, including customs duties (for shipments outside the EU) and any other direct costs. These costs will be deducted from the total refund amount.
Return shipping costs are as follows:
| REGION | COST |
|---|---|
| Spain - Mainland, Balearic Islands, and Portugal | €3.50 |
| Spain - Canary Islands | €8.90 |
| Germany, France, Belgium, Italy, Luxembourg, Netherlands | €8.90 |
| Poland, Austria, Denmark, Ireland, Czech Republic, Sweden, Hungary, Bulgaria, Finland, Latvia, Lithuania, Slovakia, Slovenia, Greece, Croatia, Romania | €15 |
| Switzerland, Norway, UK, Liechtenstein | €25 |
| USA, Canada, Colombia, Mexico, Peru, Puerto Rico | €25 |
| Australia, Saudi Arabia, Egypt, UAE, Kuwait, Qatar, New Zealand, Iceland | €25 |
You can also return items for free at our physical stores:
- C/ Gravina, 9 - 28004 Madrid (please present your purchase receipt or order confirmation).
- C/ Ayala, 28 - 28001 Madrid (please present your purchase receipt or order confirmation).
Customized glasses provide a unique touch due to the engraving process we carry out, and therefore personalized glasses cannot be returned.
Our glasses undergo a thorough quality control process to ensure they are in perfect condition at the time of shipment. However, if any damage occurs during transport or if a defect arises within the two-year legal warranty period, please contact us at info@tiwiworld.com, and our customer service team will resolve the issue as quickly as possible.
