Last Updated: January 02, 2026
Welcome to Twoya’s Frequently Asked Questions (FAQs) page! Here you’ll find answers about our products, orders, shipping, returns, and payments.
Products
Q: Are Twoya products handmade?
A: Yes! Every Twoya handbag is handcrafted using premium leather and carefully designed to last.
Q: Do you offer customization or personalized designs?
A: We offer limited customization options for some handbags. Please contact us at contact@twoya.shop for inquiries.
Q: Are your products authentic leather?
A: Absolutely. All our products are made with high-quality genuine leather sourced responsibly.
Orders
Q: How do I place an order?
A: You can order directly through our website. Add items to your cart, choose your preferred shipping method, and checkout using cards or e-wallets.
Q: Can I order in bulk?
A: Yes! For bulk orders, please contact us at contact@twoya.shop. Bulk orders follow our Sales Contract terms, including deposits, shipping, and custom pricing.
Q: Can I modify or cancel my order?
A: Retail orders can be canceled within 24 hours of placing the order. After that, production and processing begin, and cancellations are generally not accepted. For bulk orders, cancellations are not allowed once production has started.
Payments
Q: What payment methods do you accept?
A: We accept:
- Credit/Debit Cards: Visa, MasterCard, American Express
- Digital wallets: Apple Pay, Google Pay
Q: Is it safe to pay on your website?
A: Yes. Our website uses SSL encryption and all payments are processed securely via trusted gateways.
Shipping
Q: Do you ship internationally?
A: Yes! We ship worldwide, including USA, Canada, UK, and Europe.
Q: How long does shipping take?
A: Retail orders are typically shipped within 3–7 business days after processing. Delivery times vary by destination and courier.
Q: Who pays customs duties or import taxes?
A: The buyer is responsible for any customs duties, taxes, or import fees at the destination. For bulk orders buyers pay the half and we pay the remaining half. But customs duties, taxes, or import fees at the destinations are paid by the buyers.
Refunds & Returns
Q: Can I return an item?
A: Yes, within 5 business days of delivery, if the item is unused, in original condition, and in original packaging. Some items, like gifts and personalized items, cannot be returned.
Q: How do I request a return or refund?
A: Email contact@twoya.shop with your order number and reason for return. We will guide you through the process.
Q: How long does a refund take?
A: Once your return is approved, refunds are processed to your original payment method within 5–10 business days, depending on your bank or card issuer.
Q: Do you offer exchanges?
A: Exchanges are only available for defective or damaged items. Contact us with photos of the issue, and we’ll arrange a replacement.
Care & Maintenance
Q: How do I care for my leather handbag?
A:
- Keep your bag dry and avoid prolonged sun exposure
- Clean with a soft, dry cloth
- Store in the provided dust bag when not in use
- Avoid contact with chemicals or liquids
Support
Q: How can I contact Twoya if I have a question?
A: You can reach us at:
📧 contact@twoya.shop
📞 Optional: +880 1886369963
Additional Notes
- For bulk order customers, refer to our Sales Contract for detailed terms.
- All policies, including Refunds, Returns, Shipping, and Terms & Conditions, are linked on our website footer for your convenience.