Frequently Asked Questions

How can we help?

FAQ

Returns

What is your returns policy?

Please see our Returns page here

Try Before you Buy

Is it free shipping?

Yes, free standard shipping is inclusive for this service, however if you do opt for express, that will be additional cost that is non refundable.

Do I need to pay restocking fees?

If all items are returned, there will be a restocking fee of $30. This is cover all overhead costs. If you do keep one item from your order, restocking fees will be waived for your returns.

Store Credit

How do I receive my store credit from my return?

Once your return has been inspected and approved, your store credit will be emailed to you in terms of gift card. Please check your junk mail in case this has been misdirected.

How do I use my store credit?

Copy and paste your gift card code during checkout to use your store credit.

When does my store credit expire?

Your store credit expires in 12 months, if you need to extend, please email us for an extension.

Can I get a refund for my store credit?

All store credits and gift cards are non-refundable. You can sell your gift cards to friends and family!

Order Issues

Can I amend my order after ordering?

We will try our very best to amend your order, however, our dispatch team works really quickly to pack and ship orders. We cannot amend orders after the item has been shipped out. 

Please email us at sales@twosistersthelabel.com (subject header as URGENT) if your order requires urgent attention. Our office hours are Monday – Friday, 9.30am – 5.30pm ACST. We are closed on weekends and public holidays.

Can I change the address on my order?

Yes, if your order has not been shipped out. Please get in touch with us at sales@twosistersthelabel.com ASAP if you have entered the incorrect shipping address.

Please email with subject line" URGENT: change of address"

Please note that our office hours are Monday – Friday, 9.30am – 5.30pm ACST. We are closed on weekends and public holidays.

My item looks different online than in person.

With all our online images, we do our best to display the true colour of the garment however as computer monitors and settings may vary we cannot guarantee that your monitor will display the exact colour of the garment, it may vary slightly. Please note that we do our best to display the true colour of the garment however colours may vary slightly depending on your computer monitor/device. We do not consider this a fault if the colour is slightly different.

I haven't received my order. What do I do?

Please get in touch with the courier/postal company to follow up on your delivery. Unfortunately, we do not have access to their systems, so the quickest way to get an answer to your question is to get in touch with them directly. If you are having trouble getting in touch with them, please send us an email with your order number to sales@twosistersthelabel.com

Do I need to sign for my order?

Yes, you do. We require all parcels be signed for upon delivery as an extra security measure. You can allow authority to leave the parcel if you are not at home, but if the parcel goes missing, it is no longer covered by insurance.

I'm missing an item from my order/the wrong item was sent to me.

Please send us an email at sales@twosistersthelabel.com within 7 days of delivery so we can attend to this immediately!

I haven't received an order confirmation email but I've been charged for my purchase.

Please check that the order confirmation email hasn’t been misdirected to your junk mail. If it isn’t there, please get in touch with us at sales@twosistersthelabel.com so we can check that the correct email address was entered in your order.

Pre-Orders

I want to pre-order a dress – what does ETA mean?

ETA stands for “Estimated Time of Arrival”. The ETA for pre-order items are for arrival at our warehouse. Please note, this date is an estimate and not a guarantee. If there are any delays with your pre-order, you will be informed via email.

Do I need to pay for pre-order items?

Yes, you do. A pre-order means that you order an item before it arrives at our warehouse so you don’t miss out! If you have not paid for your pre-order, that means your purchase has not been recorded on our website.

Where can I find the estimated time of arrival?

On desktop, if you hover across the pre-order button, it will show the estimated date of arrival to our warehouse. You can also find the ETA date under the details section of the dress. 

Please note that the date is just an estimate.

I ordered a pre-order item. When can I expect it to arrive?

Please check the details section of the dress to check for the estimated arrival date. Please note that this date is an estimate and delays can occur. If you ordered a dress that is in stock along with your pre-order item, your dress won't be shipped out until the pre-order arrives. Please get in touch with us via email sales@twosistersthelabel.com referencing your order number if you need to organise separate shipping.

Can I get a refund if my pre-order is delayed?

We do not offer refunds if a pre-order is delayed by less than 2 weeks. All pre-orders have an estimated arrival time and delays outside our control may occur. If you needed a pre-order item urgently, please email us at sales@twosistersthelabel.com and we may be able to organise a swap for a design we currently have in stock.

Sizing

I'm not sure what size I am, can I get a refund if I order the same item in two sizes?

Please see BUY 2 RETURN 1 information under our return section.

I don't know my size – can you help?

Yes of course! You can use our size chart as a guide when choosing your size. You may also contact us via email with your measurements. One of our friendly staff will get back to you with your best size suggestion.

If you are still unsure of your size and are not using a promotional discount code or purchasing a reduced sale item, you can also buy the same style in two sizes to see which fits better and return the one that does not fit for a full refund. If you return both items, you will receive a refund for one dress and store credit for the other.

An exception to the above is if you have used your unique welcome code on your first purchase for the same style in different sizes; if you return both items, you are able to receive a refund for one item and store credit for the other.

Are your sizes true to size?

Our sizes are made to Australian standard sizing. Please use our size chart as a guide when choosing your size and note any fit suggestions in the product description.

Shipping

How long will it take for my order to arrive within Australia?

The ETA for delivery to a metro area in Australia is 1—3 business days for express post and 1–7 business days via standard post. These times can increase if you are in a rural area. However, these are just estimated delivery times and we cannot be responsible for any delays that may occur with the post.

You can find more information on shipping here

How long will it take for my order to arrive if I'm outside of Australia?

The ETA for delivery for all international orders is 2–10 business days. However, these are just estimated delivery times and we cannot be responsible for any delays that may occur with the post.

You can find more information on shipping here

I am ordering from outside Australia – will I be charged for duties/taxes?

You are responsible for any duties/taxes payable upon delivery. Duties and taxes are not determined by Twosisters The Label and vary based on location, so we recommend getting in touch with your country’s customs department for further information.

Do you offer overnight shipping?

No, we don’t. We offer express shipping, which has a 1—3 business day delivery estimate to metro areas in Australia.

General Enquiries

How often do you restock items?

Our restock dates vary from dress to dress. Please sign up for a restock notification by clicking on the size you need and entering your email address into the notification box.

Can you do custom orders?

Unfortunately, we cannot take custom orders at this stage.

Where is your store located? Can I come in to try on dresses?

Our head office is in Adelaide, South Australia. We currently do not have a physical store. However, we do offer a TRY AT HOME service.

I sent an email and have not received a response.

We respond to all emails within 24 business hours. Please refrain from sending multiple emails as this can delay our response time. Our office hours are Monday – Friday, 9.30am – 5.30pm ACST. We are closed on weekends and public holidays.

Do you have stockists?

Our legitimate stockists can be found on our Stockist page here

We cannot guarantee stockists outside of those listed are authentic. Please email us at wholesale@twosistersthelabel.com if you have any concerns.