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FAQ

What happens with my data? How secure is my data?

We take our website security very seriously. Therefore we treat your personal information as strictly confidential. Your personal data is only used for the implementation of our contractual obligations. For additional security, THWAINI does not store credit card numbers in our database. Once your transaction is complete, no one has access to your card number. For more information,

Can I change my order after sending it?

Yes, you can change your order after sending it but only by phone via our customer service +32 488 83 67 88 or by sending email to eshop@thwaini.com.

Does every product have warranty?

All Thwaini branded products have a manufacturer’s warranty. Of course, all our products have a legal retention bond.

How do I search for a particular product?

You can search for particular products by using the search box in the upper section, for instance, by typing in the item number in the search box.

If you don’t want to search for any keyword, product name, product number and so on, but for particular features or colours, you can narrow your search by using the filter on the left side of the search result page.

I’ve forgotten my password. How do I get a new password?

Click on the “Forgot your password” link under the “Log in” information section, enter your e-mail address and you will receive a new e-mail including a link to reset your password swiftly.

I have purchased a ring but the size doesn’t fit, what can I do?

All our products can be returned within 60 days providing that the return policy conditions are met. You have the possibility to resize your rings once for free or you can send the rings back in order for us to proceed to refund money or credit your Thwaini account accordingly. Keep in mind that it is not valid for engraved rings.

 

What payment options do I have?

Credit cards, bancontact, Paypal

My payment via PayPal failed. What should I do now?

If you did not receive a payment confirmation from PayPal,please do not hesitate to contact our customer service team by e-mail at eshop@thwaini.com. We will be glad to assist you.

Is my credit card data erased after placing my order?

We will not store your credit card data or your credit card billing address to your account.

Is There Tax Charged Online?

All prices on line include tax.

How long will it take to process my order?

The length of time an order takes to be processed is dependant on how your details pass through our system. Whenever a customer places a Credit/Debit card order, the card information is rigorously checked to ensure maximum security and prevent potential credit card fraud. Your bank will may require security checks to validate your purchase. If all of the details are correctly matched and verified, your order will be processed-if the products are in stock- or are produced. We will then process your order and dispatch your package as soon as possible.

How can I cancel my order?

Whether your order can be cancelled depends on many factors. If you want to cancel an order, please e-mail to eshop@thwaini.com. It is important that you have your reference number ready so that we are able to locate and work on your order as quickly as possible. Our customer service team will be happy to answer your question and give you further information on the subject. Remember that it may be possible to cancel an order as long as it has not yet been produced.

Do I need to be registered to order online?

To place an order in our online shop, you can use your customer account or proceed as guest. Opening a customer account in our online shop will though have future benefits for you. For example, with a customer account you can see and change your data whenever you need to or track the status of your order.