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FAQs

Orders

How can I order from Twenty?

Shopping Online

You can shop online anytime from our secure website www.twentypetworth.com

Simply browse the item and size that you want to purchase and click "Add to Bag" Click the user icon in the header which will prompt you to login with your registered email address and username If you experience any problems please contact Customer Services by email at : hello@twentypetworth.com

Shopping In Store

We would love to see you in our Petworth store. Click "About Us" for more information on our location and opening hours.

Shopping by Phone

Our team are able to assist you with placing your order, sizing information and styling advice. Contact Customer Services by emailing us at hello@twentypetworth.com or call us on 01798 344165 (Monday - Saturday 9am - 5.30pm)

Shopping Online

I have forgotten my password, how do I reset?

When you attempt to login, you can request a password reset. You will be asked for the email address associated with your Twenty account and you will be emailed a link to reset your password. You must have access to your email address to receive the link.

Do I need to create a Twenty account to shop online?

No, you do not have to create an account, however there are benefits of creating an account, for example to save products to your wishlist, view your orders and update your personal details eg. address and contact number. By default, you will checkout as a guest. To create an account for faster checkout next time you shop with us, follow the Create an Account link on the checkout page.

How do I know my order has been placed successfully?

After you have completed checkout, you will receive an email with confirmation of your order to let you know your order has been placed successfully.

How do I use a promotion / discount code?

When you reach checkout, you can add your discount code in the box provided and it will calculate your total after discount. All of our Promotional/Discount Offers are subject to the below:

  • Valid on full-priced items and cannot be used on sale or promotional items which are already discounted unless otherwise stated;
  • Cannot be used in conjunction with any other offer;
  • Valid for a limited period of time as specified in the marketing communication, they cannot be used outside of that period and previous purchases are not eligible;
  • They may not be valid in store unless otherwise stated; If an item is returned which brings the amount spent below any qualifying level, the offer value may be deducted from any refund;
  • Promotional codes are for use by the intended recipient only and proof of entitlement may be requested;
  • All orders are subject to acceptance and any improper use of promotional codes may result in the cancellation of your order;
  • Specific offer terms and conditions are provided with each Promotional Code - for specific information relevant to that offer, please refer to marketing material on which it is featured;
  • All orders are subject to stock availability and we reserve the right to withdraw, amend or extend offers at any time, without prior notice;
  • Orders cannot be amended once placed and promotional codes cannot be applied retrospectively;
  • If applicable, free delivery applies only within the UK;
  • If applicable, free delivery applies to Standard UK delivery only

Can I make changes to my order once it has been placed?

Unfortunately we cannot amend orders once they are placed. We may be able to cancel your existing order and ask you to place a new order. Please contact us at hello@twentypetworth.com within 15 minutes of placing your order to request a cancellation.

Is it possible to cancel my order?

Under the Consumer Contracts Regulations you have the right to cancel an order from the moment you place it and your right to cancel ends on the 14th day from when your goods are delivered to you, your nominated neighbour or your dedicated safe place. Customers have up to 15 minutes from placing their order to request a cancellation by emailing hello@twentypetworth.com.  After this time frame orders cannot be cancelled.

We recommend you email hello@twentypetworth.com in the first instance so we can arrange for your order cancellation prior to it being dispatched. Once orders have been placed they cannot be put on hold or amended; single lines from orders cannot be cancelled and additional items cannot be added. Only entire orders can be cancelled.

If your order has been shipped or is in transit you will not be able to cancel it before it reaches you. We recommend you return the goods following our Returns Policy. If you choose to cancel your order (instead of following the returns process) you will also need to cover the cost of the return shipment.

The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt. If something is missing from your order, in the first instance please check your Shipment Confirmation email and your invoice to see if your order has been part-dispatched.

If you find a discrepancy, please contact us by emailing hello@twentypetworth.com

I have received my order but an item is missing, what do I do?

If something is missing from your order, in the first instance please check your Shipment Confirmation email to see if your order has been part-dispatched. The missing item may be dispatched at a later date.

If you find a discrepancy, please contact us by emailing: hello@twentypetworth.com

Payment

What payment methods do you accept?

We accept Visa, Mastercard, American Express, Apple Pay and Klarna.

All transactions are taken in pounds sterling (£). If your credit card is in any other currency, the rate of exchange will be that of your card issuer and you may be charged an international fee by them.

To help ensure that your shopping experience is safe, simple and secure, Twenty uses Secure Socket Layer (SSL) Technology. We process all payments using Shopify secure e-payments system. This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.

If you would prefer to place an order by telephone, please contact our team by emailing hello@twentypetworth.com or call us directly on 01798 344165 (Monday - Saturday 9am - 5.30pm).

When will I be charged for my order?

Your chosen payment method will be charged at the time you place your order.

Is it safe to shop with Twenty online?

To help ensure that your shopping experience is safe, simple and secure, Twenty uses Secure Socket Layer (SSL) Technology. We process all payments using Shopify Payments secure e-payments system. This system ensures that all sensitive information is stored on a heavily encrypted database and protected by multiple firewalls.

Do any tax charges apply?

All prices quoted on this website are inclusive of UK taxes (VAT) at the current rate (20%).

Shipping and Delivery

What delivery options do you provide?

Visit our Delivery & Returns page for details of UK delivery. Unfortunately we are unable to ship outside of the UK at this time.

Which delivery provider do you use?

UK Orders are shipped and tracked with DPD.

Can I change the address on my order once it has been placed?

Unfortunately, once orders have been placed the address cannot be amended. This is due to GDPR regulations in order to protect your details and subsequently your privacy. Please contact our team by emailing hello@twentypetworth.com or call us on 01798 344165 immediately and we will cancel your order. You will be able to create a new order with the correct address.

Can I track my order once it has been placed?

Your tracking link will be sent to you upon despatch via DPD

I have a problem with my order, who do I contact?

Please contact us by emailing hello@twentypetworth.com or call us on 01798 344615.

Returns

We hope you are happy with your purchase but if for some reason you are not completely satisfied you have 7 days to notify us if you wish to return or exchange your items.

Please contact hello@twentypetworth.com quoting your order number and reason for your return. We will endeavour to respond within 24 hours.

How do I return my online order?

If you are not completely satisfied you have 7 days to notify us if you wish to return or exchange your items. Please contact hello@twentypetworth.com quoting your order number and reason for your return. We will endeavour to respond within 24 hours. Items must be received back to Twenty unworn, in the original packaging and with all tags intact within 14 days of receipt of your purchase.

Shoes: Please return all items in their original packaging. The shoe box is part of the product and should remain intact by placing it in outer packaging when returning your item, otherwise your return may not be accepted. If shoes are shown to be worn outside we cannot accept the return.

Clothing: Please take the utmost care when trying on your new purchases. Items must be returned unworn, still in their original packaging and with all original tags intact.

  • We will not accept returns on any non-faulty items that have been worn/tags removed.
  • We do not accept exchanges or returns on any earrings or underwear.
  • To complete your refund we require a receipt or proof of purchase.
  • If you receive a faulty item please contact hello@twentypetworth.com immediately with your order number, detailing the fault.
  • As we are not responsible for any goods lost or damaged in transit back to us, we would advise you send your return back to us via registered post.
  • Any items that are not received within the relevant timeframe will be accepted at the sole discretion of Twenty Ladies Fashion Limited.

For further information visit our Delivery & Returns page.

I have missed your return deadline, can I still return my order?

You have 7 days to notify us of your return requirements. Your item(s) should be sent back to us within 14 days of receipt of your purchase as per the Twenty Returns Policy. Returns outside these timeframes cannot be accepted.

When can I expect to be refunded for my return?

Once your return is received and inspected, we will send you an email to notify you of the approval or rejection of your refund. If approved, your refund will be processed within 10 days. Any refund will be re-credited to the original payment card.

I have received my order but it contains the wrong item, what do I do?

Please contact Customer Services by emailing hello@twentypetworth.com

What should I do if an item is damaged or faulty?

Please contact Customer Services by emailing hello@twentypetworth.com

Do I need to obtain proof of purchase for my return?

We advise that you obtain your Proof of Postage receipt for your Return. Please ensure you keep it safe until we have confirmed receipt of your returned item(s) as the items remain the customers property until they are received by Twenty. Once your return has been processed, we will send you a confirmation email.

I have received my refund confirmation, how long does it take for the funds to appear in my account?

Refunds will be processed within 10 days of receipt and can take up to 10 days to show in your account.

Can I return an online purchase to the Twenty Petworth store?

You are welcome to return your online purchase to store if you have requested to return your order and we will arrange for a refund. Simply take your item(s) into store ensuring you take both your original packaging and invoice with you.

How do I return a Store purchase?

Store purchases can only be returned to our store and a credit note will be issued. Please return your items to the store or alternatively you may post your return to the store. The cost of return and care of the goods are your responsibility until they reach us, therefore we recommend for security purposes, that you insure the parcel for the value of the goods and retain your Proof of Postage Receipt. Please be sure to include your original receipt so that we are able to identify your order and process your credit note.

I need a different size to that I ordered, can I exchange?

We do not currently offer exchanges online so you would need to return the item and re-order your correct size on a new order. Please note the cost of the returned items shipped back to us is your responsibility.

Miscellaneous

I would like to provide feedback on my recent shopping experience, who do I contact?

We have partnered with TrustPilot and you can share your experience with Twenty on their website. Alternatively we welcome your feedback by emailing us at hello@twentypetworth.com.

Where can I find sizing information?

Each item has detailed sizing information provided as size and fits can vary by designer. If you have any concerns or require additional help please contact the team be emailing: hello@twentypetworth.com.

How do I wash my garment?

Please ensure you follow the wash care instructions which can be found on the inside seam of the garment.

How can I subscribe to Twenty's emails?

Scroll to the bottom of the Home Page and enter your email address into the 'Subscribe' field.

How do I unsubscribe from your email ?

Click unsubscribe on the email that you receive from Twenty and you will be removed from the mailing list.

Do you sell gift cards?

We sell Physical gift cards for use in our store

Can I use my gift card online?

Unfortunately, at this time our gift card can only be used in-store.