Return Policy & How to Return
- Returned merchandise must be received by us within 21 days (Australian order) or 30 days (international order) from the date when customers had received their order.
- Merchandise must be unworn, unwashed, unstained and unperfumed.
- Merchandise must still have all tags attached.
- Due to hygiene concerns the earrings cannot be returned.
- Items are FAULTY AT POINT OF RECEIVING or in an unlikely event that a wrong size have been sent and we have sold out in your preferred size.
Please send your return back to the following address:
Level 2, Unit 3, Greenhill road,
Dulwich, South Australia, 5065
- Please note that orders place after the 31st of October 2018 (the 7 days refund policy no longer applies), will no longer be offered monetary refunds for change of minds. All change of minds will be processed as store credit.You will be entitled to a refund or exchange where we are required to do so under any relevant laws, including the Australian Consumer Law. You may ask for a refund or exchange if an item has a major problem or is significantly different to what you asked for.
- If you are unsure of your sizing and would like to order 2 sizes to try, we are happy for you to try and return only ONE of the two ordered for a full refund. Please note, that this must be of the same style. Return postage is covered by the buyer.
- Items are FAULTY AT POINT OF RECEIVING. Please note that if fault is only realised after being worn, refunds will not be given. *Please see Faulty tab for full list of reasons that are not considered manufacturing defect.
- No refunds for cancellation of orders/preorders. Only store credit will be provided.
- An unlikely event that a wrong size has been sent and we have sold out in your preferred size.
- Orders placed using a discount code or on sale are eligible for store credit only.
- Store credit can only be used at Twosistersthelabel.com
- Store credit cannot be transferred to another person or account.
- Any purchase amounts that exceed the value of the store credit will require an additional method of payment for the remaining balance due.
- Store credit never expires.
- Store credit is provided in the currency in which you paid.
- Your use of store credit constitutes your agreement to our Terms & Conditions.
- You can view your store credit balance by logging into your Twosisters account.
Returns remain subject to Two Sisters the Label return policy
If you wish to return your item back to us, please send them back to us as you would for a normal order. Once received, we will issue you a credit note of the full amount as per normal returns and you will receive an email with a code to use with no expiry date.
If your item is faulty and have been approved by our team as a genuine manufacturing fault, you will receive a refund for what have been paid for and the payment plan will be cancelled.
Full refunds will be provided for any manufacturing defects including shipping cost.
Please note the below reasons are NOT considered defects:
- colour variation from product photos, e.g. Maroon vs red.
- slight design variation from product photos, e.g. print patterns and arrangements, lace arrangements, etc
- Slight size variation of within ± 3cm on measurements
- Minor imperfections, e.g. loose threads, crease marks, and etc.
- Self-inflicted damage to the product e.g self-inflicted cut, fabric tear while trying on etc
- Customer's subjective opinions on product quality and preference. (does not like the type of inner lining fabric used, the feel of the lace fabric, etc)
- Item does not fit
- Do not like the item
- Quality not up to expectation
We abide closely by the Australian Fair Trading, please see link below
False claims regarding defective pieces will result in the piece being returned to the customer, at the customer's expense.
ITEMS PURCHASED AT A DISCOUNTED PRICE/ ON SALE
Orders placed using a discount code are eligible for store credit only.
7 days refund policy does not apply for items purchased with a discount code or any sales item.
Customers have 21 days (Australian orders) and 30 days (International orders) to send back purchases made at twosistersthelabel.com. A late fee of $7 will be applied for returns after those days. Returns postmarked after 30 days will be refused and sent back at the customer's expense.
Unfortunately, we don’t do exchanges at this stage.
If you ordered a size that does not fit, we will issue you a credit covering the cost of the item (excluding shipping) within 3 working days after receiving and inspecting your return. Should the item still be available in your required size, you can purchase it with your store credit. Regrettably, we cannot hold items for exchange while we wait for your item to be returned.
Please note that if you are using your credit voucher, shipping fee will be applied. This does not qualify for our free standard shipping.
All shipping charges, gift cards, and store credits are non-refundable and non-transferable.
LOST / DAMAGED RETURNS
We are not responsible for any lost or damaged returns/packages during transit.
If details are incorrect (eg, address), this may cause parcels to get lost or shipment delay. This would be held responsible by the customer and refund will not be given. It is the customers responsibility to follow all directions - if the package is sent back to you with postage due it is the customers responsibility. Twosisters will not reimburse additional charges.
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.