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SHIPPING & RETURNS

At TWO we want you to be fully satisfied every time you purchase from us.


Shipping


We offer two delivery options Royal Mail UK (Tracked & Signed) and Royal Mail International (Tracked & Signed) services so estimated delivery times for UK domestic package may take up to 1 - 3 days and Europe and worldwide 5 - 7 days to be delivered to you. The cost for the Royal Mail UK (Tracked & Signed) service will be a fixed flat rate of £4.95. However, the cost of international shipping may vary depending on the country and weight of the package. The price for shipping will be calculated at the checkout.

We aim to dispatch all our orders within 48 hours after an order has been received through our website. As soon as your order has been shipped you will receive a confirmation email outlining your order and your tracking information. However, sometimes during busy periods such as Christmas, deliveries may take longer. You can track your order via the link in your confirmation email. If you have not received your delivery within five working days (UK) or ten working days (International), please contact via email. We do not ship on weekends or bank holidays.

A signature is required on delivery for both of these services. If you are not in when a delivery attempt has been made, they will leave a card and then take your order back to the post office. Please follow the instructions on the card left by the courier to arrange redelivery or collection.


Duties and Taxes 


For international orders, some countries may require you to pay customs or import duty fees once the parcel has reached its destination country. The recipient of the parcel must pay these charges. Unfortunately, we have no control over these charges, and cannot tell you what the cost would be, as customs policies and import duties vary widely from country to country.

We recommend that you contact your local customs office for current charges before you order, so you are not surprised by charges you were not expecting. Please be aware that your parcel can also be delayed by customs and subsequent charges can be applied. again we will have no control over this, and cannot supply any details as to why or the durations of how long your parcel will be delayed.

If you refuse a shipment from TWO, you are responsible for the original shipping charges, any import fees that are incurred on the package, and the cost of returning the package to us. This amount will be deducted from your product(s) refund. In the events that the return fee exceeds the amount of the product(s) plus shipping costs, the package will be abandoned and you will not receive a refund.


Returns


  • You can return all goods and receive a refund, if you do so within 14 days from the date of delivery. Delivery costs are not refunded unless the goods are found to be faulty. Please note that the goods must be returned in their original unworn condition and with all packaging and tags intact.
  • We request that all goods are returned within 14 days from the date of delivery. For queries please e-mail info@wearetwo.co.
  • If the goods delivered are faulty or have been damaged in transit, then we will either exchange the goods free of charge, or give you a full refund including delivery costs, providing the goods are returned to us within 14 days from the date of delivery.
  • We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags.
  • A returns form has to be downloaded and completed in order for a refund or exchange to be obtained. A Returns Form can be downloaded here.
  • TWO will not accept returns for any non-faulty items or items that have been worn and tags removed. Upon receipt of an order, if any item has been received with no tags, customers should notify us by emailing info@wearetwo.co.
  • The cost of all returns are paid by the customer unless the item is faulty, in which case the cost of returning the item will be refunded along with the postage and cost of the item.

Exchanges


  • If the product ordered is in the wrong size and an exchange is required, this can be provided but a delivery charge will be incurred. If you want to exchange the item for an alternative one, please contact us to ensure that the size and style you need is available. Please note the goods must be returned in their original condition with packaging and tags intact, as we cannot exchange used goods. A delivery charge will be incurred for sending out any new goods.
  • All exchanges are offered subject to product availability and the customer will incur any shipping costs for such exchanges.
  • Exchanged items will only be dispatched after the returned goods have been received with the completed returns form and undergone a quality control check.
  • In order to facilitate the return of your items you must download a returns form and complete. The return package must then be returned to TWO Returns c/o We Are Two Co. Ltd, 483 Green Lanes, London, N13 4BS.
  • For queries please e-mail: info@wearetwo.co
  • This must be done within 14 days of receiving your order. We reserve the right to refuse returns if this procedure is not followed.
  • For your protection we strongly recommend that you use a recorded-delivery service or a courier that will offer proof of delivery. Proof of posting is not proof of receipt and all goods remain the responsibility of the customer until they are received back by TWO.

Refunds


All items must be returned to us following the points above before a refund or replacement is issued.

Refunds to you will normally be made within 30 days of the date of cancellation notice. All undamaged, correctly returned products will be credited to the original purchaser’s credit/debit card excluding shipping charges unless faulty (please see above). As previously stated in our Delivery Policy, international customs duties and sales taxes are non-refundable for shipments outside the European Community (EU).


Cancelling an item


Under the United Kingdom’s Distance Selling Regulations, you have the right to cancel the contract for the purchase of any item within seven working days of delivery. However, we regret that we cannot accept cancellations of orders where the item has been worn, not in its original condition or without all its packaging and tags.

To cancel this contract, please email info@wearetwo.co stating the reason for the return as "Purchase cancellation". Please package the relevant item safely and securely and send it to us as per the return instructions above.

This Returns policy does not affect your statutory rights as a consumer, however please ensure you have read and understood thoroughly the Returns Policy above. If you have any further questions on our Returns Policy, please email us on info@wearetwo.co.

 

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