Shipping & Returns
Shipping Policy
Delivery
We try our absolute best to dispatch all orders within 5 working days [Monday - Friday] unless the product listing states otherwise, however with certain items this can vary.
All mainland UK standard orders are sent by Royal Mail Tracked 48 or Royal Mail Tracked 24 as selected by yourself.
Standard shipping is free for all UK orders over £20.
Your tracking number and link will be sent on your dispatch note once the product is dispatched.
All international orders are shipped using Royal Mail tracked international services.
If you are from outside these countries, please submit a contact form for a shipping quote!
At Twofolde we are not responsible for replacing or refunding a purchased item in which the incorrect address was given resulting in a missing parcel. Having said this we will do our best, in this situation, to help you in redirecting your parcel. It may also be possible to have it recalled back to us if not yet delivered but we will ask the customer to reimburse any additional delivery costs. Twofolde are not responsible for free of charge replacements if an incorrect address given results in a missing parcel.
If your order has not arrived within 1 week of dispatch [for UK orders]
If your order is delayed in getting to you please check the tracking link which is attached at the bottom of your dispatch sheet or email. If it appears to be lost or is not progressing in it's tracking please contact us at twofolde@gmail.com within 3 weeks of us dispatching your order.
We can then file a claim with the delivery company and organise a replacement to be sent out as quickly as possible.
International Shipping
As of January 1st, 2021, there may be additional taxes and duties that are not included in the shipping price at the checkout when shipping to countries within the EU. Twofolde is not responsible for any customs fees or charges which are levied at the point of delivery. These customs charges are the sole responsibility of the customer.
The rates vary from country to country & unfortunately we cannot provide you with these however you can research this or use a third party calculator such as this one [opens third party link in new window].
Returns Policy
We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You’ll also need the e-receipt which you will be emailed after placing your order. The cost of the return lies on you unless there is some confirmed issue with the product. We also suggest you use a tracked method of return because we are unable to provide a refund for items lost in transit as they return to us.
To start a return, you can contact us at twofolde@gmail.com. Once your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return are unable to be accepted.
Damages and issues
Please inspect your order upon receiving it and contact us within 3 days if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and resolve it.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalised items) unless they are faulty. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items unless they are faulty.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know the outcome. If approved, you’ll be automatically refunded on your original payment method. It can take between 10 and 15 days for your bank to process the refund.