📦 Order

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!

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

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

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.

No, unfortunately, it is not possible to make changes or cancel an order.

For more information, please read our terms of sale.

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

If you have entered the wrong email address and would like an order or delivery confirmation, please contact us. Otherwise, you will receive an SMS when your package arrives!

If you entered the wrong phone number, you will not receive an SMS when your package arrives. However, you can always track your package via the link in the delivery confirmation you received by email!

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 

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!

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.

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! 

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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! 🙂

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.

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

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

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List of retailers

We always strive to pack and ship your order as quickly as possible. 

Usually, your order is processed within 1 business day after you have placed the order and received the order confirmation.

When your package has been shipped from our warehouse, you will receive a delivery confirmation via email with a link to track your package. Click on the link to be redirected to the tracking page.

Please note that while your order is being transported nationally by truck, tracking updates may be delayed. This delay does not affect the delivery of the package, only the tracking updates on the carrier's 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.

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

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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.

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

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

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.

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

Yes, we do 🌏

When you reach the checkout, you can see which countries we deliver to.

A parcel may be returned to us for one of the following reasons:

• An incomplete delivery address, email address, or phone number was provided.
• You were unavailable to receive the parcel at the delivery address.
• You refused the delivery due to a change of mind and decided to cancel the order.
• The parcel was not picked up from the designated collection point within 7 days.

If this occurs, you may place a new order to secure your items. Once the returned parcel arrives at our warehouse, we will issue a refund, deducting a €30 shipping and handling fee.

For more information, please refer to our  FAQ or Terms of Sales 

We do our best to ensure every order is accurate, but occasionally, a product may not match what you ordered, or an item might be missing from your delivery.

If this occurs, please contact us within 7 days of receiving the product via our contact form or at service@twistshake.com, and we’ll be happy to assist you promptly.

Unfortunately, if more than 7 days have passed, we may not be able to provide a replacement for the missing or incorrect item.

When reaching out, kindly include a photo of all the items you received, with individual pictures of each article. We’ll get back to you as quickly as possible to resolve the issue.

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!

lease always double-check the contents of your package when it arrives. If anything is missing, let us know within 24 hours of receiving the delivery at service@twistshake.com, and we will assist you in the best way possible!

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

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

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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 🙂 

That can happen, of course, but it is the customer’s responsibility to confirm their order with accurate details. We are very limited in making changes once the order is confirmed.

Keep an eye on your tracking, as sometimes the package may automatically update, but often it ends with the delivery needing to be canceled, and we may either refund you or resend your order according to our terms and conditions.

Remember that you always need to provide a correct phone number and email. If you do not provide correct information, you will not receive information on how and when you can pick up your package.

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.

If you have ordered a bundle, you must return the entire bundle. Partial returns of a bundle will not be accepted.

The return fee of 30 € will be deducted from your refund and will be issued to your original payment method used to place your order.

To request a return label, contact our customer support at service@twistshake.com.

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.

The return fee of 30 € will be subtracted upon refunding the original order after it has been received at our warehouse. To maintain hygiene standards, we accept returns exclusively for items with intact packaging. Returned items must be in their original packaging, condition, and quality.

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.

We do not handle exchanges, but you can request a return label with cost for the product you want to return and instead place a new order or make a new purchase of the desired product.

Contact our customer support team to request a return label.

You can contact our team at service@twistshake.com

If your package was damaged during delivery, please send an email to our customer service within 2 days of receiving the order at service@twistshake.com with the following information:

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

• Pictures of both the outer and inner packaging.

• Photos showing how the item was packed. Open the box and take a photo directly down into the box so that all inner packaging and contents are visible as they were upon delivery.

• Photo of the damaged item (if it is damaged).

If you believe the item was damaged before delivery, please send an email to customer service at service@twistshake.com with the following information:

• Order number

• Product name

• Description of the problem

• How and when the problem occurred

• Photo or video clearly showing the problem

• Photo showing the entire product

• Serial number/batch number (if available)

If your package is damaged upon delivery, you should always contact us within 2 days of receiving the order, as we need to notify the shipping company that the package was damaged during transport to the customer. If you receive a damaged delivery, please contact us at service@twistshake.com with the following information:

• Photo of the damaged packaging

• Address label attached to the package

• How the product was packed inside the package

• Photos of the product if it is damaged

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 🙂

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 of [color=#000000][size=3][font=Times New Roman]30 €[/font][/size][/color] from your refund when the return is received at our warehouse.

Return label

We do our best to process your return as soon as we can; it may take up to 3 weeks from the time we receive your return. Therefore, we kindly ask you to wait before contacting our customer service.

As soon as we have processed your return, we will handle your request and send a confirmation to you via email. A refund will be made using the same payment method you used when making your purchase. Refunds may take up to 5 business days.

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

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

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.

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.

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.

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

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.