Returns and exchanges



Can I return an item?

If you are not 100% satisfied with your purchase, you can return it within 15 days of receipt.

Merchandise must be returned "like new", in saleable conditions, unworn, unwashed, and with all original tags and its original packaging. Please ensure all returned items are well packaged.

We are not responsible for items damaged, returned in poor condition, or lost in return transit.

I need a size change, what can I do?

If the item you purchased does not fit you well, you will need to reorder the item in the correct size and return the item that does not fit you. Twenty One does not make the change of sizes within the same order since it processes it as two independent transactions.

How can I return an item?

If you want to make a return, you must fill out the request at:

We can only accept returns for purchases made on the website and not in our partner retail stores. Twenty One will not be responsible for any product purchased from a partner retail store, anything related to this transaction must be resolved directly with the retail store.


Twenty One offers 15 calendar days from receipt of the order to process the return and for the product to reach our facilities. Once it is verified that it is in perfect condition and has not suffered any damage, the corresponding monetary amount will be returned within 7 working days. The refund will be made using the same mean of payment that was used in the initial transaction.

Can I exchange an item?

It is not possible to request an exchange within the same order. If you want to change an item, you must return it (we will refund it) and purchase the new item by formalizing a new purchase operation.

Shipping costs for returning an item

The transport costs derived from shipping the product for its return will be borne by the customer.

If the order is returned to our premises because the transport company could not deliver the package due to their negligence, we will bear all the costs and we will resend the product to you again.

In the case the transport company had operated correctly, we will not be responsible for the cost of the forwarding and we will refund the amount of the purchase deducting the shipping costs.

In the event that the return is due to an error on our part, we will send our transport service to collect the item at your original shipping address. Twenty One will be responsible for all the costs and subsequently will be sending the order to the correct address.

For more information

If you have not found the information you were looking for, send us your questions through the contact form or by writing to