Refund policy
Return & Refund Policy
We want you to be happy with your purchase. If you change your mind, you can return your order under the terms below.
Your right to return
You can return any item within 14 days of receiving your parcel, for any reason or no reason at all.
To be eligible for a return:
- The item must be unused and in the same condition you received it.
- The item must be returned in its original packaging.
- Proof of purchase (such as your order number) is required.
How to start a return
To initiate a return, please email us at mytwosie@gmail.com with your order number and the item(s) you’d like to return. We’ll reply with the return address and instructions.
Please don’t send items back without contacting us first, as this may delay your refund.
Return shipping costs
The cost of returning your item is the customer’s responsibility. We recommend using a tracked postal service, as we can’t be responsible for parcels lost or damaged on their way back to us.
Refunds
Once your return arrives, we’ll inspect it and let you know whether it’s been approved. Approved refunds are issued to your original payment method within 14 days of us receiving the returned item. Depending on your bank, it may take a few extra days for the money to appear in your account.
If an item is returned used, damaged or without its original packaging, we may reduce the refund to reflect the loss in value, or decline the return.
Faulty, damaged or incorrect items
If your item arrives faulty, damaged or isn’t what you ordered, please email mytwosie@gmail.com within 14 days of delivery with your order number and photos of the issue. In these cases we will cover the cost of return and offer a replacement or full refund. This does not affect your statutory rights.
Questions
If you have any questions about this policy, contact us at mytwosie@gmail.com.