Return Policy - Twosisters The Label

Returns Policy

We understand that shopping online can be tricky, so we’ve made our returns and exchanges as simple as possible.

Returns

Full-priced items may be returned within 21 days of delivery for Store Credit.
Refunds are only available through our Try Before You Buy service.
Bridal gowns: Refund to original payment method (less a $60 restocking fee) if returned within 7 days. Or choose Store Credit with no fee.
Final Sale items (marked $10, $30, $50 or $65) cannot be returned or exchanged unless faulty.
Items must be unworn, unwashed, with tags attached. Accessories such as earrings cannot be returned unless faulty.
Returns are processed within 7 business days (up to 2 weeks during peak times).

** If you purchased Checkout+ Unlimited Returns, your return shipping label is covered. If not, you’ll be responsible for return postage.

Exchanges

We offer one free exchange per order (Sale items not included). You cover the cost of returning your item, and we’ll cover the cost of sending your replacement.
If you purchased Checkout+, your return shipping is free.
Your replacement item will be held for 3 days. If your return isn’t in transit within that time, your exchange order will be charged.
If the requested size/style is unavailable, you’ll receive Store Credit instead.

Try Before You Buy

Try up to 3 full-priced items at home with no upfront payment. There will be a pre authorised charge on the card just incase we do not receive the return items. Rest assure you are not charged until you decide to keep the items.
Return items within 3 days to avoid charges.
A $30 restocking fee applies only if ALL items are returned.

Other Notes

Store Credits are valid for 12 months and cannot be exchanged for cash.
Twosisters is not responsible for lost or damaged parcels in transit.

International customers are responsible for any customs duties or taxes.

How To Return

Australian Standard Returns

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

A capped returns fee of $11.00 will be deducted from your store credit upon receipt when using our Australian Returns portal.

STEP 2: Please click HERE to book your return through our Australian Returns Portal.

This portal will open up 3-days after your item has been marked as delivered. You will need your Order Number & Email Address to lodge your return.

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

STEP 3: Put your invoice or order confirmation email inside your return parcel and lodge your return over the counter at your local Post Office.

Orders dropped into Post Boxes will not be tracked, and Twosisters the Label will take no responsibility for lost packages that are not lodged over the counter at the Post Office.

STEP 4: Hold on to your tracking number, so that you can keep an eye on your parcel.

Returns are processed weekly, within 7 business days of their arrival back to our warehouse. If you require your credit/refund urgently, please contact our Customer Service Team at sales@twosistersthelabel.com

STEP 5: Ensure you use the same email address on your new order when redeeming your credit.

Australian TRY AT HOME Returns

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

A restocking fee of $30 will be deducted upon being received if all items are being returned.

STEP 2: Click HERE to select the items you wish to keep or return. We only accept Try at Home returns through our portal. Your order will be charged if you do not complete your order through the portal.

Print the Return Label generated and attach to your return parcel.

STEP 3: Put your invoice or order confirmation email inside your return parcel and lodge your return over the counter at your local Post Office.

Orders dropped into Post Boxes will not be tracked, and Twosisters the Label will take no responsibility for lost packages that are not lodged over the counter at the Post Office.

STEP 4: Hold on to your tracking number, so that you can keep an eye on your parcel.

Rest of the World Returns

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

STEP 2: Twosisters the Label does not cover the cost of return shipping. To start a return, click HERE.

STEP 5: Ensure you use the same email address on your new order when redeeming your credit.

Please note: International customers may be required to pay customs duties or import taxes prior to their order being released for the final delivery stage. This charge is the customer’s responsibility and operates independently from Twosisters the Label. Should a package be refused by the customer, or duties and taxes unpaid, it will be Returned to Sender, accrue fees, and will not be eligible for store credits/refunds.

Return FAQs

What can be returned?

Full priced items may be returned within 21 days of delivery for Store Credit
Try At Home orders (checked out using Mirra) may be returned for either:
A full refund minus $30 restocking fee if ALL garments are returned
No additional charge if at least ONE garment is kept
Returns must be lodged at the post office within 3 business days for this service
Final Sale items cannot be returned or exchanged unless faulty. Please choose carefully before purchasing. Final sale items are those marked as $30, $50 or $65.
For hygiene reasons, accessories such as earrings, cannot be returned unless faulty

In compliance with Australian Consumer Law and the ACCC, Twosisters
the Label is not required to provide a refund for change of mind. A change of mind includes but is not limited to the following.

- Just didn't like it
- Didn't fit how you imagined
- Not a suitable style for your body
- The wrong size
- Style or fabric not to expectation

- Colour not exactly what you thought (eg: white/off white)

Please email our team at sales@twosistersthelabel.com if you would like more images of a garment prior to purchasing – we are happy to help.If an item is faulty, please refer to our Faulty Returns section below.

Buy 2 Return 1 For Refund Policy

- 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 Returns

- 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.

Do I have to pay for duties and taxes?

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.

Purchases with Afterpay

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.