Terms of sales

condiciones de compra


1.Purchasing process

You may buy in Tiwel | Official Online Store selecting the model / size you want in our catalog and clicking on “buy” (you have at your disposal the size guide that you will find in each product). You can choose as payment method: credit / debit card (Visa, Mastercard or Maestro).

As soon as you buy, we will send you a confirmation email indicating the details of your purchase and your order number. If you can not find it in the inbox, check the spam folder or write to us at [email protected]

2. Tracking Shipping

If you have purchased from Spain, you will receive an email / sms from the courier company as soon as your order leaves the warehouse. You can contact them directly in case there is any anomaly or change in delivery.

If you have purchased from Europe, in the confirmation email you will find a link to track the order. In it you can see exactly where you are at each moment and the contact information of the courier company.

3. Delivery times and shipping costs

The shipment of items purchased at shop.tiwel.es will be made through an international courier company and will be delivered within approximately 24-48 hours on weekdays in the case of home delivery. Home deliveries will have no cost in orders over € 50, in case of orders less than that amount, the shipping cost will be € 6.95.

To avoid incidents in delivery (wrong addresses, inability to find someone at home, etc.), it is essential to fill out the corresponding form correctly in the purchase process, being advisable to fill in the box relating to the contact telephone number.

It will not be possible to send orders to military bases or post office boxes.

Shipping costs can be modified at any time without prior notice. Said change will be applicable from the moment in which the modification is included in the help pages and the contract published on this Website. In any case, those shipping costs that appear at the time of placing the order will be valid.

Shipments destined for countries of the European Union or areas such as the Canary Islands, Ceuta and Melilla may be subject to additional expenses (import taxes, customs duties and / or fees applied by the authorities of each country) from which they must be made. charge the buyer. Customs policies are very variable, so we recommend that you contact the local customs office to have all the information.

4.1 Change policy and/or refunds

If the customer is not satisfied with the purchase, Tiwel | Official Online Store allows you to change the size of the item purchased or return it, within thirty (30) days, from the date of receipt, as long as the item has not been used or damaged. Therefore Tiwel | Official Store Online can not accept changes or returns of used or damaged garments (as long as it is not a tare), it is essential that the garments keep the label. It will not be possible to change a model for a different one, it can only be changed size. To change an item for another, you must proceed to its return and to make a new purchase. Important: confirm on the web the name of the model and size you want, also checking that the size you are looking for is not exhausted. If there were not, we probably do not have stock and therefore you can not manage the change, so it is better to look for an alternative. In the event that due to lack of stock, another product of identical characteristics could not be shipped, the customer may choose between terminating the contract (that is, the refund of the amounts paid) or requesting the shipment of another model that The User voluntarily chooses for the same value as the first. All returned items purchased must be carefully packaged and include the delivery note. As soon as we process your change (we usually take between 24 – 48 hours to process it), we will contact you again to notify you that the change is managed. At that time, we will send the new order to the warehouse and, as soon as it is ready, you will receive an email from the courier company, indicating the time in which the purchase will be delivered to you. Tiwel | Official Store Online does not support the exchange between a product purchased by the user for another product that is offered on the Website. Each product to be returned must be unused and with all its labels, packaging and, if applicable, documentation and elements. original accessories that came with it. If this is not done by the client, Tiwel | Official Store Online reserves the right to refuse the return.

4.2. Changes and/or refunds in stores

Sorry but this option is not available now.

4.3. Changes and /or returns with home pick-up service

The change of size or the return of the products purchased on this Website may be made through the free home pick-up service that Tiwel | Official Online Store makes available to its customers. The customer who wants to make a change of size or return through the home pick-up service must make their request to [email protected], the carrier will contact the customer to specify the day and time of collection. Only the shipping cost of the first change or return is free; from the second change, the shipping costs will be charged to their account. This service is not available in Ceuta, Melilla and the Canary Islands.

4.4. Changes and / or returns by mail

Change size or return of purchased products may also be made by regular mail to the following address:

Tiwel | Tienda Oficial Online RETURNS

Av.Castilla, 32 Nave 65

San Fernando de Henares

28830 Madrid, Spain

In this case, Tiwel | Official Online Store advises to send the return by certified postal mail or with acknowledgment of receipt.

The shipping costs of the products, which are to be exchanged or returned by post, will be paid by the customer and, in no case, by Tiwel | Official Online Store will accept returns sent to freight collect.

Tiwel | Official Store Online is not responsible for the courier company that the User contracts for the return of the order. In this case, Tiwel | Official Store Online recommends the User to require the courier company to provide the proof of delivery once the courier has deposited the product in the offices of Tiwel | Official Online Store, so that the User has proof that the product has been delivered correctly to Tiwel | Official Online Store. Tiwel | Official Store Online is not responsible for the address where the User sends the order for its return. It must always be our Madrid office in the case of Spain.

4.5. Right of withdrawal

The client has the right to withdraw from this contract within a period of 14 calendar days without the need for justification.

The withdrawal period will expire 14 calendar days from the day the client acquires the goods. The right of withdrawal can not be exercised in the case of sealed underwear that has been unsealed after delivery.

To exercise the right of withdrawal, it is necessary to notify us of the decision to withdraw from the contract through an unambiguous statement (for example, a letter sent by postal mail, fax or email):

Postal mail
Tiwel | Tienda Oficial Online

Dpto. de Atención al Cliente

Av.Castilla, 32 Nave 65

San Fernando de Henares

28830 Madrid, Spain

+34 91 677 42 94


[email protected]

We remind you that you should not provide the data of your credit cards through email, fax or social networks.

To comply with the withdrawal period, it is sufficient that the communication regarding the exercise of this right be sent before the corresponding term expires.


Consequences of withdrawal

In case of withdrawal, we will return to the customer all payments received after the purchase, including delivery costs (with the exception of the additional expenses resulting from the customer’s choice of a different delivery mode to the least expensive delivery method). ordinary we offer) without any undue delay and, in any case, no later than 14 calendar days from the date on which we are informed of the decision to withdraw from this contract. We will proceed to make such refund using the same means of payment used by the customer for the initial transaction, unless the customer has expressly provided otherwise. In any case, you will not incur any expenses as a result of the refund.

We can retain the refund until we have received the garments, or until the client has presented proof of the return of the same, depending on which condition is met first.

The client must return or deliver directly the garments without undue delay and, in any case, no later than within 14 calendar days from the date on which he communicates his decision to withdraw from the contract. The deadline will be considered fulfilled if the goods are returned before the end of that period.

To be able to proceed with the return of the garments, the client can use the services that Tiwel | Official Online Store puts at their disposal: the free return in store, the free pick-up at home and the return by mail, which will have an additional cost that the client must assume.

4.6. Refunds

Once received / the products, Tiwel | Official Online Store will check that they are in good condition and proceed to send the required size if a change was requested or proceed to refund the amount in the same payment method used in the purchase in case of return.

The period for the reimbursement can vary between 3 and 12 working days since the return is received at the Tiwel stores. Official Online Store. Once the status of the returned items has been verified, the customer will be informed via email.

In case of exercising the right of withdrawal of the order, the maximum period for the return of the amount paid by the consumer for the products will be 14 calendar days from the withdrawal.

The payment of the returned items will always be made in the same form of payment used in the purchase.

In the event that Tiwel | Official Online Store has sent by mistake an item different from the one requested or that the quality of the item sent is not adequate, Tiwel | Official Online Store, once verified the error or the defect, will pay the amount of the returned item and the shipping costs. In the event that an order with error or tare is returned by ordinary postal mail, Tiwel | Official Online Store will make the corresponding payment for the return transport provided that the client included in the package the voucher of the return expenses. The transportation reimbursement will be made after the garments are arrived.

To make the payment of the orders paid by bank transfer, the client must indicate to Tiwel | Official Online Shop an IBAN code so that you can pay the corresponding amount. The IBAN code must belong to a banking entity of the country to which the order is sent.