Free Shipping on US Orders of $100

FAQ

Ordering

What are the payment options?

We accept the following:

What is the sales tax?

TwistedLily.com is a New Jersey based company and we are required by law to collect sales tax on orders shipped within New Jersey. The sales tax rate varies by county.

Do I get an Order Confirmation?

After submitting your order you’ll receive an Email verifying that it’s been received by TwistedLily.com Once your order is shipped you’ll receive an additional Email informing you of the shipping date, the details of your order and any tracking information.

How do I cancel an order?

In the event that you change your mind regarding an order you’ve placed you may cancel it, providing it hasn’t been shipped. We attempt to ship orders within 24-48 hours and in some cases immediately so not all orders can be canceled once they have been submitted. During certain high volume times (promotions, holidays, etc) it may take us an additional 24-48 hours to process and ship your order.  Please know that we’ll make every effort to honor cancel requests, but that in some cases it just isn’t possible.

Some orders cannot be cancelled even if the order status does not read “Shipped” or “Completed” because they are too far along the process of picking and packing to cancel. Again, we’ll make every effort to honor cancel requests.

To cancel an order, provide your email address and/or order number and contact us at info@twistedlily.com

How do I get a refund for my order?

To refund your purchase, please contact us with your order number via info@twistedlily.com. On receipt, the returned goods will be promptly inspected and your refund will be processed according to the findings. We will not refund the return costs unless the goods are faulty or have been incorrectly supplied.

Please ship the item with all of its original parts, caps, branded boxes, and packaging to:

Europrestige Returns

291 S Van Brunt Street Englewood, N.J. 07631 The only exception are samples/vials which are final sale, non-returnable/non-refundable.

If you have any questions, please read our Refund Policy

How long is the Welcome Code valid?

Receive a discount of 15% off any full-size product valued at $100 or more using the unique code provided to you after subscribing to our newsletter or SMS messages. Offer is valid for 60 days from receipt. One use per customer.

How long is the Samples and Discovery Sets code valid?

Receive a discount of 15% off any full-size product valued at $100 or more using the unique code provided to you on your Twisted Lily thank you card in your sample or disco set shipment. Offer is valid for 60 days from receipt of purchase. One use per customer.

How come I can't add a discount code to sample packs and custom bundles?

Custom Bundles and Sample Packs curated by Twisted Lily do not allow the application of a promotional code.

I have a gift card I received from the former Twisted Lily location, can I still use it?

We're sorry, but Gift Cards from the former Twisted Lily location will no longer be accepted past Dec 31, 2021.

What size are your samples?

Our samples are both branded or decants from authentic full-size products and range from 1ml – 2ml in volume. Pricing and packaging is subject to change without notice and vial image on site is not representative of what you will receive. Containers vary and can be in the form of dippers, spray atomizers, or fragrance pods. All Twisted Lily vial decants are 2ml samples.

Shipping

Where do you ship to?

We ship internationally. Twisted Lily packages are shipped from our fulfillment center located in New Jersey, USA. We are required by law to collect sales tax on orders shipped within New Jersey. Any orders shipped to a destination outside of New Jersey are exempt from sales tax.

Please check Shipping Policy page to see the shipping rates for domestic, international and expedited requests. If the country of your choosing is not listed at order check-out this means we are not able to ship to that location at this time. Countries available for shipping are subject to change at any time without notice. For specific location inquiries, feel free to reach out to info@twistedlily.com 

Are there any international customs fees?

When a package ships internationally, it may be subject to import taxes, customs duties, and/or fees imposed (e.g. handling fees) by the destination country. These charges are typically due once the package arrives in the destination country and can vary widely often based on the price and type of item, package weight and dimensions, origin country, and the taxes, duties, and fees of the destination country. Customs fees, taxes and duties are to be paid for by the customer.

If you have any questions, please read our Shipping Policy

Policies

What are your policies?

If you have any questions regarding what information we store, shipping rates, fees, questions about your order, and other legal terms, please read our full policies below:

Privacy Policy

Terms of Service

Shipping Policy

Refund Policy

Shop Pay Terms of Service

Shop Pay Installments

How does it work?

Shop Pay offers customers the option to pay in full at checkout, or to split their purchase into 4 equal, interest-free installment payments (Powered by Affirm) for orders between $50 USD and $3,000 USD. There are no additional charges, interest rates, or late fees passed on to customers.

Customers' credit scores aren't affected if they use Shop Pay Installments. However, if a customer doesn't pay their installment, or they make a late payment, then they might not be eligible to make purchases using Shop Pay Installments in the future.

Are there late fees?

No, there are no late fees if you miss a scheduled payment.

What is the option to pay in installments on Shop Pay?

When checking out with Shop Pay, you now have the option to pay now or later. Paying in installments on Shop Pay allows you to split your purchase amount into 4 equal, biweekly installment payments—with 0% interest, no hidden or late fees, and no impact on your credit score.*

In some instances, your first payment is due when you make your purchase; otherwise, your first payment is due 2 weeks after your purchase.

What if I make a return on a purchase made through Installments with Shop Pay?

If your refund amount is less than the amount remaining on your Shop Pay Installments balance, then you can expect one or both of the following:

  • A smaller payment balance on the final payment
  • Less future payments on the remaining loan balance

If your refund amount is more than the amount remaining on your Shop Pay Installments balance, then you can expect to receive the difference as a refund to your original debit card or credit card payment method within 3 to 10 business days.

Which payment methods are accepted if I use the option to pay Installments on Shop Pay?

The installments option on Shop Pay is available on debit and credit cards. Unfortunately, Capital One are not accepted.

Have more Shop Pay questions?

For questions about installment payments on Shop Pay, visit shop.affirm.com/help.

For questions about Shop Pay or the Shop App, visit shop.app/help/shop-pay.