Refund policy

Last updated: 6 November 2026

Request a return or cancellation in your customer account, or email info@studiotwinswa.com. You can also send a clear withdrawal notice using the optional form below.

Standard physical products are printed to order for you. You still have 14 days to change your mind.

Returns

  • You have 14 days after delivery to tell us that you wish to return a standard physical product, without giving a reason. If one order is delivered in separate parcels, the period starts after the last item is delivered.
  • To start a return, email info@studiotwinswa.com within those 14 days with your order number. Then send the item back within 14 days of telling us. If a statutory deadline falls on a weekend or public holiday, it extends to the next working day.
  • You may open the packaging and inspect the item as you would in a shop. Please pack it securely for return, using the original protective packaging where possible. Original packaging is not a condition of your statutory withdrawal right. We may deduct only a reduction in value caused by handling beyond what is necessary to establish the item's nature, characteristics and functioning.
  • You pay for return shipping, unless the item arrived damaged, faulty or wrong. We recommend a tracked service.
  • Return address: Studio Twinswa, Industrigata 53B, 0357 Oslo, Norway. Please include your order number so we can match the parcel to your order. Returns are sent to Norway, including orders originally fulfilled in another country. You arrange and pay the direct return shipping cost unless the item is damaged, faulty or wrong.

Refunds

  • We refund the price of the returned items to your original payment method within 14 days of hearing from you. We may hold the refund until we've received the item or you've sent proof that it's on its way.
  • If you return the whole order, we also refund the standard shipping you paid.
  • Your bank may need a few extra days to show the refund.

Damaged, misprinted or wrong items

  • If something arrives damaged, misprinted or isn't what you ordered, email us a photo and your order number. Please do it as soon as you can, ideally within 14 days of delivery.
  • We'll send a free replacement or give you a full refund, whichever you prefer. You don't need to send the item back.
  • This policy doesn't limit your statutory rights as a consumer.

Items that can't be returned

  • Custom commissions and items personalised to your instructions
  • Digital content: the statutory withdrawal right ends when supply begins only if you have expressly consented to immediate supply, acknowledged that you lose that right, and received the required confirmation.
  • These exceptions do not restrict your rights for faulty or incorrectly described goods, or other mandatory consumer rights.

Cancellations and exchanges

For standard physical products, you can tell us that you wish to withdraw before dispatch as well as during the return period after delivery. Contact us promptly so we can try to stop production or dispatch. If the order has already shipped, follow the return instructions above. The exception for genuinely personalised items remains as described above.

To exchange an item, return it as described above and place a new order.

Optional withdrawal form

You may email us a clear statement or use this form; the form is optional.

To: Studio Twinswa, Industrigata 53B, 0357 Oslo, Norway; info@studiotwinswa.com
I/we give notice that I/we withdraw from the contract for the following goods:
Order number and goods:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):

Contact

Studio Twinswa is the trading name of Betina Swanstrøm, a sole proprietorship (enkeltpersonforetak) registered in Norway, organisation number 933 747 670.
Industrigata 53B, 0357 Oslo, Norway
Email: info@studiotwinswa.com
Phone: +47 973 83 043 (Monday to Friday, 09:00 to 16:00 CET)