When you complete your order you will receive a generated confirmation email automatically from our online store, if you have not received it, contact us through e-mail: info@tiwiworld.com
You have 14 calendar days from the receipt of the order to manage your return.
You must complete the return process by entering your order number and email address HERE.
To complete the return, you need to send back the glasses with all their original packaging (case, box, and cleaning cloth). Make sure to protect them well to avoid damage during transport. Include your order number or personal information so we can easily locate the order.
TIWI glasses offer a touch of exclusivity due to the engraving process we use to personalize them with initials. Therefore, personalized glasses are NOT eligible for returns.
Our glasses go through a thorough quality control process to ensure they are in perfect condition at the time of dispatch. However, if they are damaged during transport or if any defects arise during 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.
Returns can also be made at our physical stores:
C/ Gravina, 9 - 28004 Madrid (with purchase receipt/order confirmation). C/ Ayala, 28 - 28001 Madrid (with purchase receipt/order confirmation)
If you receive a defective product, contact our customer service team at via e-mail: info@tiwiworld.com . You must indicate your order number and attach some photographs of the glasses from all angles as well as the part you consider defective. Please provide us with as much information as you can such as your phone number. order, what the defective product is and the description of the defect, as well as if you prefer a refund or replacement. You have 14 days, counting from the date of receives the order, to check if it is in perfect condition or correct (for visible production defects, such as packaging, accessories, or any error in the size or model).
If the product you have received is not the one you had purchased, contact our team customer service via e-mail: info@tiwiworld.com and they will tell you how proceed.
All our glasses are personalized on the outside of the left temple in color white, so that recordings are always visible. It is not possible to perform the recording on another part of the glasses. We recommend that the recording size not Go longer than 10-12 characters so the letters don't crowd each other.
Personalized items are considered final purchases and cannot be cancelled, modified or returned.
Yes, the complete packaging includes box, cloth and cover.
No, TIWI is not responsible for any taxes, duties or customs charges that may apply in the destination country. All orders shipped outside the EU are shipped in accordance with the DAP (Delivery at Place) international trade rule. The customer is responsible for checking any restrictions, taxes, duties or other charges that may be applied before making the purchase.
