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Return Policy & How to Return

Don't love it? Return it!
At Two Sisters the Label, we’re here to help make sure you have an amazing online shopping experience, we understand that includes fast & easy returns.
If you don't absolutely love your new TWOSISTERS item (we can’t imagine you wouldn’t). All full priced items can be returned for an online credit within 21 days of receiving your parcel. This is extended out to 30 days for International parcels.
*Please read our "Full Refund" tab below for more details
Step 1:
Submit a return request
Step 2:
Purchase your return label
Step 3:
Post your parcel
Alternatively, you can use any courier of your choice and return it to the below address:
Two Sisters The Label
Level 2, Unit 3, 229 Greenhill Road
Dulwich 5065
*Please include Invoice in Return Satchel
We strongly advise you to retain a copy of the tracking/serial number of your return package to allow for easier tracking
If you opt for the parcel to be "returned to sender" a fee of $10.00 will be minus from your store credit/refund

What next?
Once we receive your return, we will process it within 3-4 business days and send you an email to let you know when the credit has been applied. Don’t worry, we will walk you through how to use it!
*During sale/peak periods, please allow 1-2 extra business days for us to process your return.

Return qualifications
(Returns will be processed as store credit that does not expire)
  • 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 note if you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return. If your return does not adhere to the requirements it may be sent back at additional cost to the customer. Twosisters the label is not responsible for the cost of return shipping.
A decision to refuse a return that is not compliant with the Twosisters return policy is final and cannot be refuted.

Extra information

INTERNATIONAL ORDERS

Please send your return back to the following address:

Twosisters Returns

Level 2, Unit 3, Greenhill road,

Dulwich, South Australia, 5065

FULL REFUNDS

STORE CREDIT

  • 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.

AFTERPAY RETURNS

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.

FAULTY

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

https://www.business.gov.au/info/run/fair-trading/warranties-and-refunds

FALSE CLAIMS

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.

LATE RETURNS

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.

EXCHANGES

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.

SHIPPING CHARGES

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.

PRODUCT DISPLAY

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.

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