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FAQ

RETURNS AND STORE CREDIT

We do not offer refunds unless the item you purchased has a manufacturing fault, or if you purchased the same dress in two sizes and returned one. All other returns are issued store credit for the amount paid.

Due to our high levels of turnover, we are unable to offer exchanges as we cannot guarantee that the size you need will be available when we receive your return.

 

If the size you needed is currently in stock on our website, you may order the correct size first and receive a monetary refund for your return. Your return will still need to meet our return conditions to be eligible for a refund. This policy only applies if you purchase the same dress in a different size.

 

Please email our team at sales@twosistersthelabel.com if you have made a second purchase so we can leave a note authorizing a refund for your original order. A store credit will automatically be issued otherwise.

It takes 3 to 5 business days from the date your parcel arrives in our warehouse for our team to process your return. Once your return has been inspected and approved, your store credit will be emailed to you.

Paying via Afterpay does not make your return eligible for a refund, unless for the reasons outlined in our return policy. If your return qualifies for a refund, your payment plan will be cancelled. Any funds that have already been taken out of your account will be refunded.

Please create an account with the email used to make your purchase. You will be able to apply your store credit on the checkout page, BEFORE you get to payment.

If you can’t log in to your account, it probably means your account isn’t active on our website! Please see above for instructions on how to create your account and use store credit.

Yes, you do. You can purchase a return label via ParcelPoint (if you are in Australia) or OmniParcel (if you’re in NZ/the USA). You are also welcome to use a courier of your choice if that’s easier. If you are located anywhere else, please organize your own return courier.

If you are in Australia, your return must arrive back at our warehouse within 21 days from when you received it. We are unable to accept returns past 30 days.

 

If you are outside of Australia, your return must be posted back within 30 days from when you received it.

Your store credit never expires! There is no urgency to use it before you’re ready to.

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 08 8362 6114 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.

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 item's 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.

Oh no! If you think your item may be faulty, please email us at sales@twosistersthelabel.com within 21 business days from when you received your order!

Yes, if your order has not been shipped out. Please get in touch with us 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 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 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 gone to your spam/junk mailbox. 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.

PRE-ORDERS

ETA stands for “estimated time of arrival”. The ETA’s for pre-order items are for arrival at our warehouse. Please note, this date is an estimate and not a guarantee. If there are any delays with your pre-order, you will be informed via email.

Yes, you do. A pre-order means that you order an item before it arrives at our warehouse so you don’t miss out! If you have not paid for your pre-order, that means your purchase has not been recorded on our website.

If you hover across the pre-order button, it will show the estimated date of arrival to our warehouse. Please note that the date is just an estimate. You can also find the ETA date under the details section of the dress.

Please check the details section of the dress to check for the estimated arrival date. Please note that this date is an estimate and delays can occur. If you ordered a dress that is in stock along with your pre-order item, your dress won't be shipped out until the pre-order arrives. Please get in touch with us if you need to organise separate shipping.

We do not offer refunds if a pre-order is delayed by less than 2 weeks. All pre-orders have an estimated arrival time and delays outside our control may occur. If you needed a pre-order item urgently, please email us at sales@twosistersthelabel.com and we may be able to organize a swap for a design we currently have in stock.

SIZING

Yes, you can order the same dress in two sizes and return the one that does not fit for a full refund. If you return both dresses, you will receive a refund for one dress and store credit for the other.

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

If you are still unsure of your size, you can also buy the same dress in two sizes to see which fits better. Our policy allows customers to return ONE dress for a refund when they purchase the same dress in different sizes.

 

Your return will still need to meet our return conditions for the refund to be issued and the cost of return shipping is your own.

If you are shopping from the US, all the sizes displayed are in US sizes. If you are shopping from Australia/anywhere else in the world, all the sizes displayed are in AUS sizes.

Our sizes are made to Australian standard sizing. Please use our size chart as a guide when choosing your size.

SHIPPING

The ETA for delivery to a metro area in Australia is 1 - 3 business days for express post and 3 – 7 business days via standard post. These times can increase if you are in a rural area. 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: https://www.twosistersthelabel.com/pages/shipping-info

The ETA for delivery for all international orders is 3 – 4 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: https://www.twosistersthelabel.com/pages/shipping-info

If you are purchasing an item with store credit, your order is not eligible for free shipping. However, if you have leftover store credit that you would like to use on shipping, please send us an email at sales@twosistersthelabel.com

You are responsible for paying any duties/taxes on your purchase. This amount is not determined by us, 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 1 business day delivery estimate to metro areas in Australia.

GENERAL ENQUIRIES

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

We cannot take custom orders at this stage.

Our head office is in Adelaide, South Australia. We can take try on 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.

Yes we do. Please email us at sales@twosistersthelabel.com to confirm that they are legitimate stockists of our brand.