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    Return Policy

    We are more than happy to assist you with more photos/videos of anything you are unsure of prior to purchasing. But if you still don’t love what you ordered? That’s ok, we understand that some things are not love at first sight.

    RETURNS CONDITIONS

    - Eligible items can be returned within 21 days of receiving for an online credit (except bridal collection). Bridal collection can be refunded via your payment method IF returned within 7 days of receiving. A restocking fee of $60 will be deducted to cover cost of processing and cleaning. Any returns outside of this time frame will be rejected or incur a late fee.

    We do not refund for change of mind (Bridal gown exempted). For details on what may be returned please see below. For a definition of ‘change of mind’, please refer below to our ‘WHAT CAN BE RETURNED?’ section.

    - Final Sales items cannot be returned unless faulty. Buy 2 sizes and returning 1 for a refund does not apply in these circumstances. Please choose carefully before purchasing. Email me 

    - Items must be unworn, unwashed, unstained and unperfumed

    - Items must still have all tags attached

    - Due to hygiene concerns accessories (earrings, head pieces etc) cannot be returned unless faulty

    - Refunds will be provided for items that are deemed faulty at point of delivery or in an unlikely event that a wrong size has been sent and we have sold out in your preferred size

    - Store credits cannot be exchanged for cash

    - Store credits are valid for 12 months (extension permitted)

    - Please check your spam mail for your store credit that is issued in a form of a gift card.

    - Return processing times can take up to 7 business days from date of return, if you need your credit/refund urgently please contact our customer happiness team.

    - If you return a parcel with 'Return to Sender' noted on your parcel, as a means of returning your items, $15 will be deducted from your Credit Note as this is how much we are charged for parcels handled this way.

    - Return shipping of $8.50 will be deducted from your credit when you use our return portal, except in an unlikely event of fault or a wrong item is sent.

    - If an item(s) is returned in a parcel that does not comply with the above terms ie. garment is soiled or item is identified as ineligible for return (earrings, swimwear, final sale, etc) that item will be returned to you at an additional fee of $10. If you do not agree to pay the postage fee for return of the item(s) or we do not hear back from you within 14 days of contacting you about such an instance, your item will be donated and no reimbursement or responsibility of return will be provided by Twosisters the Label.


    Twosisters The Label are not responsible for any lost or damaged returns/packages during transit. If details are incorrect (e.g. address) this may cause parcels to get lost or be delayed in shipment. This is the responsibility of the customer and a refund will not be given so we encourage you to check all details before submitting your order. 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 The Label will not reimburse additional charges.

    How to Return

    STEP 1: Please check that your return meets all of the conditions outlined above.

    Please note that a flat return fee of $8.50 will be deducted from your store credit upon being received if using the below returns portal. All other returns are at the customers expense.

    STEP 2: For Australian and US customers clickHERE to book your return.

    Print the return label generated and attach to your return parcel. Please allow up to 24 hours for your return label to be activated before your parcel is lodged. 

    We only accept return through our portal or drop off in store.

    STEP 3:
    Put your invoice inside your return parcel and post it back. If you
    don't have your invoice, please print out your order confirmation email instead.

    STEP 4: Hold on to your tracking number so you can keep an eye on your parcel. Store credit takes 3 to 5 business days from when the parcel arrives back at our warehouse to be emailed to the email address used on your original order.

    STEP 5: Please ensure you use the same email address on your new order to redeem your credit.

    If you opt for the parcel to be "returned to sender" a fee of $15.00 will be deducted from your store credit/refund to cover the full cost of the return.

    STEP 1: Please check that your return meets all the conditions as outlined above.

    STEP 2: Twosisters The Label does not cover the cost of return shipping. To make a return, please return your parcel to the below address with a courier/postal service of your choice. We recommend a trackable option as we can only process returns once delivered to us.Twosisters The Label9 Maple AvenueForestville, SA, 5035Australia.

    STEP 3:Put your invoice inside your return parcel and post it back. If you don't have your invoice, please print out your order confirmation email instead.

    STEP 4: Hold on to your tracking number so you can keep an eye on your parcel. Store credit takes 3 to 5 business days from when the parcel arrives back at our warehouse to be emailed to the email address used on your original order.

    STEP 5:Please ensure you use the same email address on your new order to redeem your credit.

    *If you opt for the parcel to be "returned to sender" the return fee as issued by the courier will be deducted from your store credit/refund to cover the full cost of the return.

    STEP 1: Please check that your return meets all of the conditions outlined above.

    STEP 2: ClickHERE to lodge your return.

    You will need to return your items to:

    Twosisters the Label US Fulfillment
    2929 Bendmill
    WaySacramento, CA 95833

    STEP 3:
    Put your invoice inside your return parcel and post it back. If you
    don't have your invoice, please print out your order confirmation email instead.

    STEP 4: Hold on to your tracking number so you can keep an eye on your parcel. Store credit takes 3 to 5 business days from when the parcel arrives back at our warehouse to be emailed to the email address used on your original order.

    STEP 5: Please ensure you use the same email address on your new order to redeem your credit.

    If you opt for the parcel to be "returned to sender" a fee of $15.00 will be deducted from your store credit/refund to cover the full cost of the return.

    STEP 1:  Please check that your return meets all the conditions as outlined above.

    STEP 2: Twosisters The Label does not cover the cost of return shipping. To make a return, please return your parcel to the below address with a courier/postal service of your choice. We recommend a trackable option as we can only process returns once delivered to us.

    Twosisters The Label

    9 Maple Avenue

    Forestville, SA, 5035

    Australia.

    For US returns, please sent your returns to the below address and lodge your returnHERE:

    Twosisters the Label US Fulfillment

    2929 Bendmill

    WaySacramento, CA 95833

    STEP 3:
    Put your invoice inside your return parcel and post it back. If you don't have your invoice, please print out your order confirmation email instead.

    STEP 4: Hold on to your tracking number so you can keep an eye on your parcel. Store credit takes 3 to 5 business days from when the parcel arrives back at our warehouse to be emailed to the email address used on your original order.

    STEP 5:Please ensure you use the same email address on your new order to redeem your credit.

    *If you opt for the parcel to be "returned to sender" the return fee as issued by the courier will be deducted from your store credit/refund to cover the full cost of the return.

    Return Faqs

    - Most items can be returned within our returns and exchange
    window using our returns portal.

    - All final sale items under $65 are reduced to clear and may not be returned for
    change of mind. Any sale items meeting this condition will not be accepted.

    - For hygiene reasons cosmetics, earrings, swimwear and undergarments are also
    not eligible to be returned for change of mind.



    Please choose carefully.

    ___________________________________



    All eligible items returned for a change of mind will be issued with a store
    credit.




    In compliance with Australian Consumer Law and the ACCC Twosisters
    the label is not required to provide a refund if you have a change of mind.

    A change of mind includes but is not limited to the following.



    - Just didn't like it

    - Colour not exactly what you thought (eg: white/off white) *Please email our
    team at sales@twosistersthelabel.com
    if you would like more images or videos. We would be more than happy to help*

    - Didn't fit how you imagined

    - Not a suitable shape for your body

    - The wrong size

    - Style or fabric not to expectation



    If an item is faulty, please refer to our Faulty Returns section below.

    An image will need to be submitted during your returns process through our
    portal.



    If you have any other queries or concerns relating to your order, please
    contact our Customer Happiness team; sales@twosistersthelabel.com they are
    ready to assist you however they can.

    - If you are in between sizes and would like to try two sizes of the SAME STYLE
    to see which fits better, we do allow customers to order two sizes and return
    the one that does not fit for a full refund (minus return shipping)

    - Final Sales items including cannot be returned unless
    faulty. Buy 2 sizes and returning 1 for a refund does not apply in these
    circumstances. Please choose carefully before purchasing.

    - Buy 2, Return 1 Promotion (Applicable to full price item
    only)

    - If both dresses of the SAME STYLE are returned, the first is eligible for a
    refund to your original payment method, while the second is eligible for a
    store credit only.

    - Faulty garments must be faulty by manufacture. A worn item
    with makeup stains or marks, or an item damaged as a result of failing to
    follow our care instructions, may be found ineligible for our faulty return
    process.

    - All eligible faulty returns will proceed through a faulty
    returns review to determine the nature of the fault. You will then be advised
    of the final decision and the options available to you before we proceed.

    - Lace garments are quite delicate and may become damaged if
    correct care instructions are not followed.

    -Due to the nature of some fabrics, some fabrics are lighter
    or heavier than others. This is not considered a fault if you do not like the
    weight of the fabric.

    - It is advised that all items from Twosisters the label be
    cold hand washed only.

    - We will happily cover postage costs to return and replace
    an approved faulty item, with the identical item whenever possible. If you do
    not want a repair or replacement for a minor fault, please discuss the other
    available options with our Customer Happiness team.

     

    - A refund may be offered if we cannot repair or replace the
    faulty garment with the identical item OR the fault is major as per Australian
    Consumer Law.

    - To speed up your faulty return, please be sure to submit
    photos of your fault during the returns process via our Returns Portals above. This
    will speed up the review process and avoid delays.

    If a faulty item is returned to us and deemed ineligible for
    faulty return and a credit note will be issued.

     

    - Faulty returns for international customers where return
    postage is charged, must be approved for return and also approved for return
    shipping cost, prior to sending, or else the return shipping may not be covered
    by Twosisters the label.

    - Faulty items are only returnable within a reasonable
    timeframe.

    Yes, it is best to check what the tax threshold of your own country and this is the responsibility of the customer. Refuse of duties does will be considered orders have been sent. If you wish to destroy the product, no refunds will be provided.

    If you have placed your order through AfterPay, your AfterPay payments will continue as scheduled until the full amount is paid for or until your return has been processed (if eligible for a refund), whichever occurs first. 

    Please note, returned items are subject to our return policy and can only be processed for store credit.

    TRY BEFORE YOU BUY
    Try up to 3 items
    Free home try-on
     
    1 item added to cart
     
    *$10 service fee is payable if all items are returned
    *Any valid discount or promo code must be used when the order is placed
    By continuing with your order, you agree to our  Terms and Conditions