Contact
We’re here to help.
If you have a question about your order, a product, or anything else related to Twilight Flame, please use the contact form below or reach out via email.
We aim to respond to all enquiries as quickly as possible during business hours.
How to Reach Us
Email:
twilightflame.shop@gmail.com
You may also contact us using the form provided on this page.
Response times
• Standard enquiries: within 24–48 hours
• Order-related issues: prioritised and handled as quickly as possible
Response times may be slightly longer during:
• high order volume periods
• product launches
• weekends or public holidays
What we can help with
You can contact us regarding:
• Order status and tracking
• Shipping or delivery issues
• Damaged or faulty products
• Returns and exchanges
• Product questions (before or after purchase)
• General support
Providing clear details (order number, issue, photos if relevant) will help us resolve your
request faster.
Order support
If your enquiry relates to an order, please include:
• Your order number
• The email used at checkout
• A clear description of the issue
If there is damage or a fault, include photos or videos so we can assess it properly.
Customer responsibility
To help us assist you efficiently:
• Ensure shipping details are correct at checkout
• Monitor tracking once your order is dispatched
• Contact us promptly if an issue arises
Delays in reporting issues may limit available resolutions depending on the situation.
Communication standards
We are committed to respectful and professional communication.
We expect the same in return.
We reserve the right to:
• refuse service in cases of abusive or inappropriate behaviour
• limit support where communication becomes unreasonable
Before contacting us
You may find your answer faster by checking:
• FAQs
• Shipping Policy
• Returns & Exchanges
Final note
We are here to help and will always aim to resolve issues fairly and efficiently within the
structure of our policies.