Customer service

📦 Order
🚚 Delivery
↩️ Return & Claim
💳 Payment

📦 Order

What does pre-order mean?

Making a pre-order means you can purchase a product that’s not officially released yet or is temporarily out of stock. 

This in turn means that you will be one of the first lucky ones to get it as soon as the product is finally released or back in stock again!

It's like getting a VIP pass to our most popular or newest stuff! 😉

You will find the estimated delivery time on our site and in your order confirmation.



How much does the shipping cost?


We offer free shipping for orders over 100 EUR. (This depends on the country.)


For orders under 100 EUR,  the delivery cost depends on your country and the delivery type you selected at the checkout.


Can I change or add items to my order?

Due to our quick handling of your order, we cannot make any changes or add products to your order once it's placed.

Can I cancel my order?

Due to our fast processing of your order, it may be difficult to cancel orders after it has been packed in our warehouse. The parcel may already be included among hundreds of other orders waiting to be picked up by the carrier. If the parcel is in the packing or shipping stage and you no longer want it, please reject the delivery or do not collect it from the service point. Your order will then be returned to us again and we will issue a refund once the warehouse has received and processed the return, but the return fees (based on your country's tariff) will be deducted.

 


Check our terms of sale for more details on the cancellation policy. Contact our customer service for further assistance. Read more in our Terms and Conditions.



I entered the wrong personal information in my order. Can you change it?

Due to the risk of fraud, we cannot make any personal information changes to your order. 

If you entered the wrong e-mail address and wish to receive an order- or delivery confirmation please contact us. Otherwise, you will get a text message once your package arrives! 

If you entered the wrong phone number you will not get a text message once your package arrives. But, you can always track your package with the link in your e-mail shipping confirmation!



What happens if I enter the wrong delivery address?


If you entered the wrong delivery address, your package will probably be sent back to our warehouse with a failed delivery. (return to the sender.) 

If you want us to reship your order, we can do that once you pay a new shipping fee (based on your country's rate). If you wish to have a refund instead of this failed delivery caused by an incorrect delivery address from your side, we'll process a refund, but shipping fees (based on your country's rate) will be deducted. 

Read more in our terms and conditions 



How do I know that my order has gone through?


When your order is placed, you should get an order confirmation in your email inbox. 

If you can’t find it, please check the junk mail. 


Not there either? Please, get in touch with us via e-mail at service@twistshake.com before placing a new order, to avoid double orders!



Why didn't I receive an order confirmation?


If you didn’t receive an order confirmation after your purchase, you probably wrote the wrong e-mail address, or maybe it’s in the junk mail. 


Please, get in touch with us by e-mail us at service@twistshake.com explaining the problem. Also provide us with your personal data like: full name, phone number, and the correct e-mail address. This, to make it easier for us to help you with your order details and delivery tracking information.



The product I want to buy is sold out, when will it be available again?

We restock our items on a regular basis but when this happens depends on the availability of our suppliers. Therefore, we cannot give you an exact answer on when an item will be available again. Please check back again later or explore similar items in the meantime! 

If you want to stay updated, we suggest you subscribe to our newsletter and follow us on social media where you’ll get the latest updates, news, and inspiration about our products and more! 🙂



I'm having trouble placing an order at Twistshake.com. What can I do?


First, make sure you have provided the correct details for your order and that you have chosen delivery- and payment methods. 

Second, you must accept our terms and policy before you can proceed with payment. 


If it still doesn’t work. Try another device, browser, clear your web history or get in touch with us on our live chat or e-mail us at service@twistshake.com explaining the problem and we will be happy to help you.



Do you have any stores?

Unfortunately, we don’t have our own stores but we do have many great retailers all over the world! 

Check out the list below or your nearest baby store, pharmacy, or grocery store 😊 

List of retailers


🚚 Delivery

When can i expect you to ship my order?

We always aim to pack and ship your order as soon as possible. Usually, your order is processed within 2 working days (weekend excluded) from the moment you place your order and receive the order confirmation.


How do I track my parcel?

Once your package has been shipped from our warehouse you will receive shipping confirmation by e-mail with a link to track your parcel. Just click on that link to be Redirected to the carrier tracking page. 

Please note that while your order is in international transit by truck, tracking updates may be delayed by one week. This delay does not affect the shipment of the package but the tracking updates on the Carrier website. 

There is no need to worry. Your package is on its way to you and will be delivered according to your local carrier's schedule.


Track your order here.


What is the delivery time?

The delivery time depends on what country your order is being shipped to and the period when the order is placed.

‎ 

Usually Delivery time to most of the destinations is approximately 7 to 14 business days (excluding weekends) from the time the order is shipped from the warehouse and the shipping confirmation email is received. 


You can see your estimated delivery time at the checkout or if you click the tracking link in your shipping confirmation. Also, check our shipping list here!

Do you offer express delivery?

We offer express delivery to some countries. You find all the available delivery options at the checkout.


How quickly can my package be delivered?

It depends on where you live. You can see the delivery options and the estimated delivery time at the checkout.  


Can you change the delivery method afterwards?

No, unfortunately we cannot change the delivery method after you have placed your order as we pack and ship the orders as fast as possible after you've placed your order.


What delivery options do you offer?

If you go to checkout, you will see all your delivery options.


Do you ship to other countries?

Yes, we do 🌏 

You can find our shipping list here!

What happens if my delivery fails?


Failed deliveries that result in the parcel returning to us could be caused by one of the following incidents: 

- You provided an incomplete delivery address, email address, or phone number. 

- You were absent and missed the delivery appointment to receive the parcel at the provided address. 

- You did not pick up the parcel from the selected pickup point within 7 days. 

We give you the option to resend the parcel again after paying a new delivery fee (based on your country's rate), which will be deducted. 

If you no longer want the order, we can cancel it, but we reserve the right to charge you for the shipping fee when refunding the order. Read more in our Terms and Conditions. 



I'm missing a product, what do I do?

First of all, we’re so sorry that you’re missing a product! 

Please contact our customer service at service@twistshake.com with a picture of the products you received (an individual picture of every article received) and the package it came with, and we will get back to you as soon as we can! 


I received the wrong product. What do I do?


First of all, we’re so sorry that you received the wrong product! 

Please contact our customer service with a picture of the products you received (an individual picture of every article received) and we will get back to you as soon as we can!



Is it possible to send two orders in the same delivery?

Unfortunately, it’s not possible to merge two orders into one order or delivery.


Can you guarantee delivery before Christmas?

We cannot guarantee delivery before Christmas and during peak season our delivery times can be a bit longer 🎄 

If you’re planning on buying Christmas gifts from us (yay!), we recommend you do it well in advance to be on the safe side 🙂 


↩️ Return & Claim

How do I return a product?


As a Twistshake.com customer, you have a 14-day window from receiving your product to initiate a return. To ensure hygiene standards, returns are accepted only for items with unbroken packaging. Returned items must be in their original packaging, condition, and quality.


The return fee, which varies by country, will be deducted from your refund. To request a return label, contact our customer support at service@twistshake.com. Please note that the cost of the return label will be deducted from your refund, and the refund will be issued to your original payment method.


Include your order number, customer name, and reason for return on the return form, which can be found attached to download and print on our FAQ section or here


Once we receive your return shipment, we'll process your request and send a confirmation email.


Additionally, you can find our return instructions on our website to review before placing an order.



How much does it cost to make a return?

The return cost depends on where you live and what shipping method you choose.

How do I claim a product?

We are so sorry if you received a broken or faulty item. Please e-mail us with pictures and video of the problem at service@twistshake.com and we will help you sort this out. 

Note that we investigate each quality case directly with the supplier, and such a process can take up to 1 week. So we ask you kindly to bare with us and we will help you in the best way possible and make you happy again.

Can I exchange a product?

If you want to exchange a product you need to send it in return to us and then make a new order. 

Please note that you are responsible for the return cost, which may vary depending on where you live and what shipping method you choose.

A product was broken when I got it, what do I do?

If your package has been damaged during shipping, please email our customer service at service@twistshake.com with the following information:


A close-up of the outer packaging, where the address label with the package number is visible. 

Picture of both outer and inner packaging 

Pictures showing how the item was packed. 

Open the flaps of the box and take a photo straight down into the box when all inner packaging and contents are as packed on delivery. Picture of the broken item (if broken)



If you think the product was damaged before delivery, send an email to Customer Services at service@twistshake.com with the following information:


Order number 

Product name 

Problem description 

How and when the problem occurred 

Image or video that clearly shows what the problem is 

Image showing the entire product Serial/batch number (if available)


The package was broken when I got it, what do I do?

If your packaging is broken on delivery, you should always contact us in the first instance as we would need to notify the shipping company that the packaging has been broken during shipping to the customer. If you receive a broken delivery, please contact us at service@twistshake.com with the information below:


Picture of the broken packaging 

The address label that is attached 

How the product was packed in the packaging 

Pictures of the product if it is damaged

What's the status of my claim?

At times, our customer service team experiences high volumes of inquiries, which may lead to extended processing times for complaints. If you haven't gotten an answer from us yet, please be patient. We handle all cases in order and will soon contact you! If your case needs an investigation with a third party, such as the carrier or payment provider, the processing time for these claims can take up to 2 weeks, so we ask you kindly to be patient.


As soon as we have an answer from the carrier, I will update you.


If you have any other questions about your order, please contact us at our live chat or send us an e-mail at service@twistshake.com 🙂

I didn't receive any return labels in my package. What do I do?

You can contact us at service@twistshake.com to receive a return label for your return. Please keep in mind that we will deduct the return cost from your refund when the return is received at our warehouse.



Link to return form PDF



I have returned a product. When do I get my money back?


We do our best to handle your return as soon as we can, it can take up to 3 weeks from the day you sent back your return until you receive any refund. So, please wait to reach out to our customer service. 


As soon as we receive your return shipment, we will process your request and send you an email confirmation. A refund will be made to the same account you paid with.


Can I send a return in a different package than the original one?

No, all returned items must be returned in their original packaging, as well as in their original condition and quality.

Can I return two different orders in the same package?

In order to handle your case as quickly as possible, we recommend that you return your orders in separate packages 📦

💳 Payment

What payment options do you offer?

You can choose to pay with credit or debit cards or by PayPal (Klarna is available in Germany.)


You can pay with our main payment partner in the Nordics, Qliro. (Available in Sweden, Denmark, Finland and Norway.) You can pay by direct payment, card, or choose the other easy payment method via invoice.


With payment by credit or debit cards, Adyen manages all of our banking transactions. Twistshake of Sweden AB does not handle any credit card numbers. Your card details are sent directly to the bank and cannot be read or accessed by anyone other than your bank. There is no extra charge for card payments. When paying by credit or debit card, starting conditions apply as soon as the card transaction is approved. In the event that no payment has been received after submitting your order, Twistshake may automatically cancel your order.


Please note that your credit card will be charged directly at the moment of the transaction.

Can I make an order for a company?

Unfortunately, you cannot order as a company at Twistshake.com. 


Please submit your request via our distributor's contact form which you can find under the "contact us" tab at the bottom of our website. You will then be contacted by our responsible department.

Why have I received my invoice but not my package?

If you have received your invoice, it means that your package is on its way. Track your parcel by clicking the link in the shipping confirmation 📧 


If you still haven’t received your package before your invoice is due,. Please contact our customer service at service@twistshake.com.

How do I get a refund if I paid with my card?

A refund is always made automatically to the card you paid with.

Can I split my payment even though I have chosen an invoice?

Your invoice always states a minimum amount to be paid. Should you choose to pay in installments, the remaining amount will be transferred to an account.

Customer service

Contact us

Contact us

We are happy to hear from you! We aim to answer your question as quickly as possible.


Please send only one request and we will get back to you faster. If you send multiple enquiries, this will only delay our answer because your latest request will go back to the bottom of the queue as a new enquiry.




Contact information

Twistshake of Sweden AB

Örjansgränd 1

721 32 Västerås

Sweden 


service@twistshake.com



Welcome to Twistshake! 👋 Here you find a wide range of Swedish designed smart, safe, and high-quality baby products. We constantly strive to develop products that are easy to use and makes the everyday life easier for parents. Discover some of our favourites within bath, tableware, baby bottles, strollers, and more. Shop quick, safely, and always at great prices with us!

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