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IT’S BUSINESS AS USUAL AT TWOSISTERS, READ OUR COVID-19 UPDATE HERE

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FAQ

RETURNS

Please see our Returns page here

STORE CREDIT

Once your return has been inspected and approved, your store credit will be emailed to you. Please check your junk mail in case this has been misdirected.

Once processed, your store credit will be emailed to the email address used to make your purchase. Please check your junk mail in case this has been misdirected. You will be able to apply your store credit on the checkout page, before you get to payment.

Your store credit never expires!

All store credits and gift cards are non-refundable.

ORDER ISSUES

We will try our very best to amend your order, however, our dispatch team works really quickly to pack and ship orders. We cannot amend orders after the item has been shipped out. 

Please call us on 0420 776 002 if your order requires urgent attention. Our office hours are Monday – Friday, 9.30am – 5.30pm ACST. We are closed on weekends and public holidays.

Yes, if your order has not been shipped out. Please get in touch with us on 0420 776 002 ASAP if you have entered the incorrect shipping address. There are additional costs to re-send your parcel if the order has been shipped out to the incorrect address and returned back to us.

Please note that our office hours are Monday – Friday, 9.30am – 5.30pm ACST. We are closed on weekends and public holidays.

If your item is in stock, it will be sent out within 1 business day. If your item is on pre-order, it will be sent out within 1 business day from the items arrival at our warehouse. If you have multiple items in your order, please get in touch with us if you need to organise separate shipping for in-stock items as we only send your order out once the entire order is complete.

Orders are not shipped out on weekends/public holidays.

We are unable to cancel orders that have already been placed on our website. Please get in touch with our team at sales@twosistersthelabel.com for further information.

Items may be deemed faulty at the point of delivery where the item is unworn and all tags are attached. If a fault is only realised after being worn, refunds may not be given at Twosisters The Label’s discretion. Please get in touch with us within 14 days of receiving you believe your item is faulty.

The below reasons are NOT considered manufacturing faults:

- 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 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 e.g. does not like the lining used, the feel of the fabric etc)
- Item does not fit
- Do not like the item
- Quality not up to expectations

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.

Refunds, exchanges or repairs will be provided for any manufacturing defects depending on the severity of the fault. False claims regarding defective pieces may result in the piece being returned to the customer, at the customer's expense. 

We abide closely by the Australian Fair Trading, please see link below www.business.gov.au/info/run/fair-trading/warranties-and-refunds

Oh no! If you think your item may be faulty, please email us at sales@twosistersthelabel.com within 14 days from when your order was delivered.

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.

Please get in touch with the courier/postal company to follow up on your delivery. Unfortunately, we do not have access to their systems, so the quickest way to get an answer to your question is to get in touch with them directly. If you are having trouble getting in touch with them, please send us an email with your order number to sales@twosistersthelabel.com

Yes, you do. We require all parcels be signed for upon delivery as an extra security measure. You can allow authority to leave the parcel if you are not at home, but if the parcel goes missing, it is no longer covered by insurance.

Oh no, we are so sorry! Please send us an email at sales@twosistersthelabel.com within 7 days of delivery so we can attend to this immediately!

Yes, you do. We require all parcels be signed for upon delivery as an extra security measure. You can allow for the authority to leave the parcel if you are not at home, but if the parcel goes missing, it is no longer covered by insurance.

Oh no, we are so sorry! Please send us an email at sales@twosistersthelabel.com within 7 days of receiving your order so we can attend to this immediately!

Please check that the order confirmation email hasn’t been misdirected to your junk mail. If it isn’t there, please get in touch with us at sales@twosistersthelabel.com so we can check that the correct email address was entered in your order.

SIZING

If you have not applied a promotional discount code, you can order the same style in two sizes and return the one that does not fit for a full refund. If you return both items, you will receive a refund for one item and store credit for the other.

An exception to the above is if you have used your unique welcome code on your first purchase for the same style in different sizes; if you return both items, you are able to receive a refund for one item and store credit for the other.

Yes of course! You can use our size chart as a guide when choosing your size. You may also contact us via email or live chat with your measurements. One of our friendly staff will get back to you with your best size suggestion.

If you are still unsure of your size and are not using a promotional discount code, you can also buy the same style in two sizes to see which fits better and return the one that does not fit for a full refund. If you return both items, you will receive a refund for one dress and store credit for the other.

An exception to the above is if you have used your unique welcome code on your first purchase for the same style in different sizes; if you return both items, you are able to receive a refund for one item and store credit for the other.

If you are shopping from the US, all the sizes displayed are in US sizes (2—16). If you are shopping from Australia/anywhere else in the world, all sizes displayed are in AUS sizes (6—20).

Our sizes are made to Australian standard sizing. Please use our size chart as a guide when choosing your size and note any fit suggestions in the product description.

SHIPPING

The ETA for delivery for all international orders is 2–10 business days. However, these are just estimated delivery times and we cannot be responsible for any delays that may occur with the post.

You can find more information on shipping here

You are responsible for any duties/taxes payable upon delivery. Duties and taxes are not determined by Twosisters The Label and vary based on location, so we recommend getting in touch with your country’s customs department for further information.

No, we don’t. We offer express shipping, which has a 2—10 business day delivery estimate to international addresses.

GENERAL ENQUIRIES

If you can’t log in to your account, you may need to create an active account on our website here

Our restock dates vary from dress to dress. Please sign up for a restock notification by clicking on the size you need and entering your email address into the notification box.

Unfortunately, we cannot take custom orders at this stage.

Our head office is in Adelaide, South Australia. We currently offer appointments by booking only. Please email us at sales@twosistersthelabel.com to make an appointment.

We respond to all emails within 24 business hours. Please refrain from sending multiple emails as this can delay our response time. Our office hours are Monday – Friday, 9.30am – 5.30pm ACST. We are closed on weekends and public holidays. If your enquiry is urgent, we can also be contacted on 0420 776 002.

Our legitimate stockists can be found on our Stockist pagehere

We cannot guarantee stockists outside of those listed are authentic. Please email us at sales@twosistersthelabel.com if you have any concerns.