🌟 Twissie – Frequently Asked Questions (FAQ)

At Twissie, we believe in being open and honest with our customers. From how we source our coffee, tea, and lifestyle products to how we handle orders, payments, shipping, and returns, we want you to feel confident every step of the way. Our FAQs are designed to give you clear answers without hidden terms—because your trust means everything to us.

General / Store Policies 🛍️

Is Twissie a legitimate and secure store?

Yes! Twissie is committed to providing a safe and trusted shopping experience. We use secure payment gateways (SSL encryption) to protect your data, and we clearly display our policies so you know exactly what to expect.

Where is Twissie located and do you ship internationally?

Our main operations are based in United States and we offer shipping to various countries. Shipping availability depends on your location — you will see shipping options and costs at checkout.

How long does order processing take?

Typically, orders are processed within 1–2 business days. After processing, shipping times depend on your chosen shipping method and location.

What is your return or exchange policy?

We want you to be happy with your purchase.

  • Returns are accepted within 20 days of delivery ( you can fill in your return & refund page ).
  • Items must be in their original condition (unopened, unused) to qualify.
  • Return shipping costs are the responsibility of the customer, unless the item was damaged or sent in error.
  • Refunds will be issued to the original payment method once we receive and inspect the return.

How do refunds work?

After we receive your returned item and confirm its condition, we process the refund. Refunds typically take 20 days business days to reflect in your account (depending on your bank or payment provider).

Can I cancel or modify my order after it’s placed?

If your order hasn’t shipped yet, we may be able to cancel or modify it. Please contact us as soon as possible with your order number and what you’d like to change. Once the order ships, we can’t guarantee modifications or cancellations.

How can I contact customer support?

You can reach us via:

  • Email: support@twissie.shop
  • Contact form on our Contact page
  • We strive to reply within 24 hours on business days.

Payments & Security 💳

What payment methods do you accept?

We accept major credit/debit cards (Visa, MasterCard, etc.) and other methods, e.g., PayPal, Apple Pay and Google Pay. All payment methods are processed securely.

Is it safe to enter my payment information on your site?

Absolutely. We use SSL encryption, which ensures that your payment details are transmitted securely. We do not store your full credit card information on our servers.

Will I be charged in my local currency?

Our store displays prices in USD ($). Depending on your card provider or bank, your statement may show a conversion to your local currency, but that depends on your institution, not us.

Shipping & Delivery 🚚

How do you calculate shipping costs?

Shipping costs are calculated at checkout based on your location, the weight/size of your items, and the shipping option you choose.

Do you offer express or expedited shipping?

Yes — if available, you’ll see faster shipping options at checkout. Select the one that works best for you, and we'll provide an estimated delivery time.

What if my package is lost or damaged during transit?

If your order is lost or arrives damaged:

  1. Please contact us immediately with your order number and photos (if damaged).
  2. We’ll work with the carrier to investigate and will guide you through next steps (replacement or refund) as quickly as possible.

Do you ship internationally, and are there import duties or taxes?

For international orders, we ship to supported countries (check during checkout). Please note: import duties, taxes, or customs fees may apply, depending on your country's policies, and are the responsibility of the customer.

Coffee Makers ☕

What types of coffee makers do you sell?

We offer a curated selection of high-quality coffee makers, including manual brewers, electric machines, and specialty gear — all tailored for coffee lovers.

How do I choose the right coffee maker for me?

Think about:

  • How much coffee you make (single cup vs pot)
  • Your brewing style (manual vs automatic)
  • Counter space and ease of cleaning

    If you’re not sure, reach out — we’re happy to recommend based on your preferences.

Do you provide instructions or guides for using these coffee makers?

Yes! Most of our coffee makers come with manufacturer instructions. In addition, we provide brew guides, tips, and video content (when available) to help you get the best results from your brew.

Can I get replacement parts (e.g., filters, seals) for my coffee maker?

In many cases, yes. Contact us with your specific model, and we’ll check if replacement parts are available.

Coffee Beans 🫘

What kind of coffee beans do you sell?

We offer a variety of carefully sourced coffee beans, including single-origin, blends, and specialty roasts. Our selection is designed to satisfy a wide range of flavor preferences.

How should I store my coffee beans to keep them fresh?

To preserve freshness:

  • Store in an airtight container
  • Keep away from light, heat, and moisture
  • Only grind what you need right before brewing when possible

Do you sell whole beans or ground coffee?

We primarily sell whole beans, because they stay fresh longer. However, if you prefer ground coffee, check the specific product page — some options may be available pre-ground (select your grind size there).

What is your roast date / freshness guarantee?

We aim to ship coffee as fresh as possible. When you receive your beans, you can check the roast date (if provided), and enjoy optimal flavor for [ e.g. 2–4 weeks after roast]. (If you don’t see a roast date, let us know and we’ll clarify.)

Tea & Wellness 🍵

What types of teas and wellness products do you offer?

Our Tea & Wellness collection includes a wide range of loose-leaf teas, herbal blends, and wellness drinks designed for relaxation, focus, and overall well-being.

Are these teas organic or ethically sourced?

Many of our teas are sourced from trusted suppliers who prioritize sustainability and ethical farming practices. On each product page, you’ll find origin information and any certifications if available.

How should I brew the tea I order from you?

Brewing instructions vary by type (green, black, herbal, etc.). Each tea product page includes recommended steeping times, water temperature, and serving suggestions. You can also find brew guides on our blog or resources section.

Do you offer caffeine-free or herbal options?

Yes — we carry a variety of herbal and caffeine-free teas, perfect for evening relaxation or for those sensitive to caffeine.

Accessories 🧰

What kinds of accessories are included in your store?

Our Accessories category includes:

  • Brewing Tools (e.g., grinders, pour-over drippers)
  • Mugs & Cups (various sizes and designs)
  • Storage Solutions (canisters, jars)
  • Cleaning & Maintenance Kits (brushes, descaling tools)

How do I choose the right storage solution for my coffee or tea?

Choose based on:

  • Capacity (how much you need to store)
  • Seal quality (look for airtight lids)
  • Material (glass, metal, ceramic)

    If you're storing beans, a dark, airtight container is ideal. For tea, use a container that protects from light and moisture.

How often should I clean my brewing gear?

Regular cleaning helps maintain flavor quality and prolongs the life of your tools:

  • Rinse after each use
  • Do a deeper clean weekly (descale, brush, or soak as required)
  • Use cleaning kits as recommended by the manufacturer

Gifts 🎁

Do you offer gift sets or curated gift options?

Yes! We have curated gift sets that are perfect for coffee lovers, tea enthusiasts, or those just getting started. These sets often include a combination of beans, mugs, and brewing tools.

Can I add a gift message or special packaging for gifts?

We want your gift to feel special. If you’d like to include a gift message or select special packaging, please add a note when placing your order, or contact us beforehand. We'll do our best to accommodate.

Do you offer gift cards?

Currently, we do not offer digital gift cards but very soon we will offer Gift Cards as well.

E-Books 📚

What kind of e-books do you sell?

Our e-books are focused on coffee culture, brewing guides, wellness, and how to get the most out of your coffee and tea journey. They include practical tips, recipes, and expert advice.

In what format are the e-books delivered?

E-books are delivered in PDF format. After purchase, you’ll receive a download link in your confirmation email.

Can I get a refund for an e-book?

Because e-books are digital products, we typically do not offer refunds once the file has been downloaded. However, if you have an issue accessing or downloading the file, please contact us — we’ll help you resolve it.

Sustainability & Ethics 🌱

How does Twissie think about sustainability?

Sustainability matters to us. We carefully select our suppliers to support ethical farming, sourcing, and packaging practices. Where possible, we try to use recyclable or minimal packaging to reduce waste.

Do you support any social or environmental initiatives?

Yes — we believe in giving back. We’re constantly looking for ways to improve and be more responsible.

Loyalty & Rewards ⭐

Do you have a rewards or loyalty program?

Yes! When you shop at Twissie, you can earn points for each purchase. Points can be redeemed for discounts, special products, or early access to new items.

How do I check my points balance or redeem rewards?

Log into your Twissie account, go to the “Rewards” area, and you’ll see your balance, available rewards, and redemption options.

Troubleshooting & Help

My order isn't arriving. What should I do?

First, check your order status in your Twissie account (if you created one). If the status says “Shipped” but it hasn’t arrived:

  1. Confirm the shipping address you entered was correct.
  2. Check for any tracking number we provided in your shipment confirmation email.
  3. If you still need help, contact us, and we’ll investigate with the carrier.

I received the wrong item / damaged item / missing item ?

We’re sorry for the mix-up or damage. Please:

  • Take photos of the items and packaging
  • Email us with your order number and description of the problem

    We’ll work quickly to correct the error (replacement or refund).

I forgot my account password. How do I reset it?

Go to the Log In page, click “Forgot Password,” and enter your email. You’ll receive a link to reset your password. If you don’t get the email, check your spam folder or contact us for help.

Why Our FAQ Matters & How It Builds Trust?

  1. We organize FAQs by category so you can quickly find answers without navigating away.
  2. Our answers are clear and concise to make things easy and avoid confusion.
  3. We update our FAQ regularly based on real customer questions and feedback.
  4. If FAQs don’t solve the problem, we provide direct ways to contact support — because your peace of mind matters.

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