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Return Policy & How to Return

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.
All images are property of Two Sisters the Label.

Items are eligible to be returned for:


Refunds if :

 

  1. Item(s) must be received by our warehouse within 7 days of receiving (weekend inclusive). (International orders do not apply).
  2. Items are FAULTY AT POINT OF RECEIVING
  3. Wrong size have been sent and we have sold out in your preferred size.
  4. You have ordered 2 sizes to try on and return the ONE that does not fit for a refund. (This must be in the same style)

Please note the below reasons are NOT considered defects :

  • colour variation from product photos, e.g. fuschia 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 or cut to the product
  • 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

Please note that foreign transaction fees and currency conversion fees incurred during the initial order payment transaction are charged by the respective credit card company or bank institutions and not Two Sisters hence we cannot refund such fees. You will need to get in contact with your credit card company or bank if you are enquiring about the refund of such fees.

 

We are not obliged to issue a refund for change of mind, if returns are not received within 7 days. Change of mind returns outside the 7 days will be issued store credit, which never expires! If you feel your order qualifies for a refund, please email us at sales@twosistersthelabel.com with your order number.

*Please note we do not offer full refunds for orders bought with store credit.

* All returns/refunds are process within 2-3 business days.

* If your return is received after the 14 days, you may be charged a late return fee of $7.00 . We are unable to accept ANY returns received past 30 days. 

 

We abide closely by the Australian Fair Trading, please see link below

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

    Exchanges:

    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.

    International customers have 14 days from receiving your order, to return a product for a store credit if there is a change of mind. 

    All purchases of SALE items are final and cannot be exchanged or returned (promos or flash sales are also included as a sale item).

    Returns:
    In compliance with Australian Consumer Law, Two Sisters is not required to provide a refund if you make a wrong selection, need a different size or change of minds. This includes afterpay payment.
    Returns will not be accepted if:

    • The return has been lodged outside of the allowed return time frame (14 days from receiving)
    • Item(s) appear to have been worn (i.e. the garments have marks or an odor) or no longer have a tag.
    • Due to hygiene concerns the following cannot be returned: swimwear, intimates, stockings, hair accessories, hats, earrings, cosmetic/beauty products including self-tanners.
    We won't be able to resell the garment if the above fails to meet. 

    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.
    The cost of return shipping is at the customers expense, we do not refund or add credit for cost of return postage. 
    If details are incorrect (eg, address), this may caused parcel to get lost or shipment delay. This would be held responsible by the customer and refund will not be given.
    AFTERPAY RETURN
    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. 

    How to Return:

    Please download the return form below and include in your return parcel to the below address:
    Click here : TS RETURN FORM
    Create your return label using our portal
    OR
    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
    We strongly advise you to retain a copy of the tracking/serial number of your return package to allow for easier tracing
    If you opt for the parcel to be "returned to sender" a fee of $10.00 will be minus from your store credit/refund

    For all return inquiries, please contact the dispatch team at: 
    dispatch@twosistersthelabel.com 

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