Customer Care

Shopping Information


Pre-orders are items that are not in stock currently but are being made to order and will ship at a later date. The estimated arrival date for the item will be displayed on the product page. If you submit a pre-order, this is treated like an actual order and you will be charged for the item/s and shipping when placing your order and your order will be mailed out to you as soon as the shipment reaches our warehouse.
For orders that contain a combination of in stock item/s and pre-order item/s, these will be shipped separately so you receive your in-stock item/s straight away. Pre-order item/s will be shipped on the date advertised on description. No additional postage charged will be incurred in these circumstances.


Changing Or Cancelling An Order?

If you need to change or cancel your order please contact our team straight away. We, unfortunately, we cannot make any changes or cancel your order after it has left our premises.  If you have any urgent changes please contact our team ASAP. We pack and ship orders daily so we cannot guarantee your requests can be made.

Payment Information

What Payment Methods Are Accepted?

We accept Visa, MasterCard and American Express. Note, cards issued by local banks which are not listed above will not be accepted by our global processing service, in which case we recommend PayPal as an alternative.

You can also use store-credit or a gift card. Each gift card and store-credit carries an individual code you can easily enter when completing the checkout. They both expire after 3 months and may be combined with promotions.

Order Verification?

Orders may be subject to payment verification. For the protection of our customers, we want to ensure that every order that we ship out was authorized by the cardholder. If your order is placed on hold, we will reach out to you right away to ensure that the delays are minimal.


Is Buying Online Safe?

All transactions submitted through our website are protected by SSL (Secure Socket Layer) encryption which encrypts information you input to protect it from interception by outside parties.

TweeInOne is committed to maintaining the highest levels of security and protection against fraud. While we make every endeavour to ensure every shopping experience with us is a good one, in the event a credit card is used without the holder’s authorisation, the card holder must notify their credit card provider in accordance with their reporting rules and procedures.



What is the Return Policy?

We want you to be completely satisfied with your online purchase. If you change your mind for any reason, we’ll happily accept a return subject to the following conditions:

  • Sale Items Or Items Purchased During A Flash Sale/Promotional Event Are Only Eligible For A Store Credit Or Exchange;
  • Orders Which Have Used A Promo Code That Discounts The Order (Excluding Our Welcome Offer) Are Only Eligible For A Store Credit Or Exchange;
  • Item/S Must Be Returned Within 2 Days Of Receiving Your Purchase Together With Original Proof Of Purchase;
  • Item/S Must Be Returned In Original Condition, Unworn, Unaltered, Unwashed And With Their Tags Attached;
  • Bags / Books / Accessories – We Will Not Accept Returns On This Orders;
  • Gift Cards May Not Be Returned.

We suggest all items are tried on as soon as they are received to ensure you are able to return items within the returns timeframe. Store-credit notes are valid for 1 year from the date of issue.

Original shipping charges are non-refundable and charges for returned items are the responsibility of the customer. Twee In One takes no responsibility for missing incoming deliveries of a return. We encourage you to return your item(s) via registered or traceable postal services as return parcels remain the responsibility of the customer until received by Twee In One.


How much time it takes to process the return orders?

We endeavour to process refunds daily but please allow up to 3-5 business days for your return to be processed. You will receive an email notification when our team has received your return and again when it has been processed. Upon receipt your return will undergo a quality review. Original shipping charges unless item is faulty will not be refunded.

Store credit – is another form of cash that is refunded to your customer account. Store credits can be applied at the checkout to your next order but to use ensure you’re logged into your account. You can also check your store credit balance by logging into your customer account.

Exchange – will be processed as a new order to the same address as your original order with no additional shipping charges. If your new order is of higher value our team will be in touch, if of lower value you will be issued a store credit. Refund – will be processed back to the original credit card.

Refunds can take several business days to reflect on your credit card statement depending on your payment provider. Please note, item/s discounted from a promotional event or were marked on sale cannot be returned for a refund.

Promo Codes, Flash Sale & Promotional Event Returns Policy?

All orders placed during a flash sale, promotional event or if a promo code is used to discount your order are considered a sale item and normal sale policy apply. Returned item/s will be automatically processed as a store credit or exchange.

Orders placed with our welcome 10% off offer are entitled to return for a refund, exchange or store credit.


Faulty Items?

We aim to provide you with products of the highest standard and quality. If you have received a product with a manufacturing fault, please contact us as soon as you receive your order. This way we can guide you through the returns process and help resolve the problem. Please provide out team with images of the damage, defect or fault for preliminary assessment.

If the product is confirmed to have a manufacturing fault, we will replace the product or refund the price of the product to your original payment method at your request. If the product is found not to have a defect or deemed out of warranty, we will ship the product back to you.

It does not constitute a defect, if in our reasonable opinion, the product has, following the sale to you, become of unacceptable quality due to fair wear and tear, misuse or failure to use in accordance with care for instructions.


Shipping & Delivery

Shipping Services?

We provide shipping globally.


Duties & Taxes?

All international packages may be subject to duties and taxes. The limits for duty-free packages are established by your local customs authorities.

Duties and taxes are the responsibility of the customer and we recommend you please check your local customs website for estimated costs.

SIR reserves the right to deduct any return costs incurred from the total return amount for orders that are refused at customs should duties and taxes be unpaid.