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Return Policy

If you don't absolutely love your new Twosisters The Label item you are able to return your order for store credit if the item/s meets our returns conditions. If you believe your dress to be faulty please contact our customer service team at sales@twosistersthelabel.com, prior to returning your order to ensure that your dress is checked for faults upon its arrival at our warehouse.
 
RETURNS CONDITIONS

- Orders must be returned within 30 days of delivery
- Returns received after 30 days and before 39 days will incur a $10.00 late return fee
- Items must be unworn, unwashed, unstained and unperfumed
- Items must still have all tags attached
- Due to hygiene concerns accessories (earrings, head pieces etc) cannot be returned unless faulty
- Items are deemed faulty at point of delivery or in an unlikely event that a wrong size has been sent and we have sold out in your preferred size
- Items are not part of a final sale promotion as listed in our Terms & Conditions here

Please note that:

- The standard return policy does not apply for selected sales promotions at our discretion and will be stated in the promotions terms and conditions listed here
- If you paid for shipping at the time of your original order, you will not be credited the cost of shipping when we receive your return.
- If your return does not adhere to the requirements it may be sent back at additional cost to the customer.
- Any returns received after the final cut off dates listed above will not be accepted even if the return label is generated within the timeframe. The customer will be responsible for the cost to cover return shipping back to the customer address in this instance.
- Twosisters The Label is not responsible for the cost of return shipping.
- We recommend keeping a copy of your tracking number/proof of pick up as we can only process returns that are delivered to us.

A decision to refuse a return that is not compliant with the Twosisters The Label return policy is final and cannot be refuted.

Twosisters The Label are not responsible for any lost or damaged returns/packages during transit. If details are incorrect (e.g. address) this may cause parcels to get lost or be delayed in shipment. This is the responsibility of the customer and a refund will not be given so we encourage you to check all details before submitting your order. It is the customers responsibility to follow all directions - if the package is sent back to you with postage due, it is the customers responsibility. Twosisters The Label will not reimburse additional charges.

HOW TO RETURN

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

Please note that a flat return fee of $10.00 will be deducted from your store credit upon being received if using the below returns portal. All other returns are at the customers expense.

STEP 2: For US customers we recommend you click HERE to book your return via DHL return. Please print the return label generated and attach to your return parcel. Your parcel will be delivered to a facility in US and these parcels are then transferred to our return shipping address in Australia. Please note, by using this shipping method, parcels can take up to eight weeks to be received at Twosisters The Label.

*If you require a quick turnaround, we recommend using a courier of your choice at your own expense

STEP 3: Put your invoice inside your return parcel and post it back. If you don't have your invoice, please print out your order confirmation email instead.

STEP 4:Hold on to your tracking number so you can keep an eye on your parcel. Store credit takes 3 to 5 business days from when the parcel arrives back at our warehouse to be emailed to the email address used on your original order.

STEP 5:Please ensure you use the same email address on your new order to redeem your credit.

If you opt for the parcel to be "returned to sender" the return fee as issued by DHL will be deducted from your store credit/refund to cover the full cost of the return.

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

STEP 2: Twosisters The Label does not cover the cost of return shipping. To make a return, please return your parcel to the below address with a courier/postal service of your choice. We recommend a trackable option as we can only process returns once delivered to us.

1 The Parade West
Kent Town SA 5067
Australia

STEP 3:Put your invoice inside your return parcel and post it back. If you don't have your invoice, please print out your order confirmation email instead.

STEP 4: Hold on to your tracking number so you can keep an eye on your parcel. Store credit takes 3 to 5 business days from when the parcel arrives back at our warehouse to be emailed to the email address used on your original order.

STEP 5: Please ensure you use the same email address on your new order to redeem your credit.

*If you opt for the parcel to be "returned to sender" the return fee as issued by the courier will be deducted from your store credit/refund to cover the full cost of the return.

RETURN FAQs

Orders must be returned within 30 days of delivery.
Returns received after 30 days and before 39 days will incur a $10.00 late return fee.
Returns postmarked after 39 days will be refused and sent back at the customer's expense.


Full priced items can be returned for store credit.

Items purchased at the sale price displayed in the sale category online can be returned for store credit.

Sale items purchased with a further discount code are final sale and not eligible for return. Please check the specific Terms & Conditions for the promotional code you have used here

If your garment is received with a manufacturing fault, please contact sales@twosistersthelabel.com immediately upon delivery.

Please refer to our Terms & Conditions here to read the specific sale terms and conditions applicable to your item.

We do not offer refunds unless:

- The item you purchased has a manufacturing fault
- The item is is significantly different to what you asked for i.e. the wrong item was sent
- You purchased the same full priced style dress in two sizes without a discount/price reduction and returned one

All other returns are issued store credit for the amount paid if they adhere to our returns conditions.


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. Unfortunately we are unable to hold stock. 

If the size you need 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 returns conditions to be eligible for a refund. This policy only applies if you purchase the same dress in a different size or colour.

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 at 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. 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!

Whilst you are waiting for and once you receive your store credit, you will need to continue making your payment installments. To avoid missing any payments and incurring fees from external parties, please ensure the necessary funds are able to be deducted from your account.

If your return qualifies for a refund due to a manufacturing fault or purchasing the same item in multiple sizes,, your payment plan will be cancelled. Any funds that have already been taken out of your account will be refunded.

If you are returning from the United States and using our DHL returns portal, your label is generated and a flat fee of $10.00 will be deducted from your store credit.

If the above does not apply to your return, you are welcome to use a courier of your own choice at your own expense. We recommend a trackable option as we can only process returns once received.

If you have not applied a promotional discount code or purchased a reduced sale item, you can order the same style in two sizes or colours 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 or purchasing a reduced sale item, 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.


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.

All shipping charges are non-refundable.