Returns Policy

Last updated: 19th August 2023

Welcome to twofishe! 

We would like you to have the best shopping experience possible. 

Our Returns Policy is designed to assist you with any issues you may encounter after making a purchase.  Please take a moment to read before making a purchase.

Returns Process

To initiate a return, you can either:

  • Click the Returns button anywhere it appears on the twofishe website.
  • Contact our Customer Support team at [email protected] within 14 days of receiving your item.

You will need to provide the following:

  • Your order number.
  • The item(s) you wish to return.
  • The reason for the return.

Following receipt of your request, our Customer Support team will then provide you with detailed instructions on how to return your order.

Once received, we will inspect and assess your return and notify you of its status accordingly.

  • If approved, you may choose to receive a refund or an exchange.
  • Refunds will be processed using the original payment method immediately but may take several days to be reflected in your account – this delay is outside our control.
  • Exchanges will be processed promptly, subject to availability.

Eligibility for Returns

We gladly accept returns for items that meet the following criteria:

  • The item is in its original condition, unused, and unopened.
  • The item is returned within 14 days from the date the goods were delivered.
  • The item was not listed as a non-returnable or a sale item.
  • The original packaging, tags, labels, and accessories are intact.
  • The item is not a personalised or custom-made product.
  • The item does not fall under any of the excluded categories.

Please see the Non-Returnable Items section, below.

Non-Returnable Items

The following items are not eligible for return:

  • Perishable goods such as food, flowers, or magazines.
  • Intimate or sanitary goods.
  • Personalized or custom-made items.
  • Gift cards.
  • Downloadable software or digital products.
  • Goods which are, after delivery, according to their nature, inseparably mixed with other items.

Return Shipping

Return shipping will be arranged by our Customer Support team following receipt and processing of your request.

You are responsible for the return shipping costs unless the item received was damaged, defective, or incorrect.

Return shipping costs, where applicable, will be deducted from your refund.

Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact our Customer Support team within 14 days of receiving the order. We will guide you through the return process and arrange for a replacement or refund, as appropriate.

Cancelling Orders

The deadline for cancelling an order is 14 days from the date on which you received the goods, or a third party you have appointed who is not the carrier takes possession of the delivered product.

You may cancel your order within 14 days without giving any reason for doing so.

To exercise your right of cancellation, you must inform us of your decision by means of a clear statement.  You can inform us by sending an email to: [email protected]

We will reimburse you for the returned goods (minus the cost of return shipping) no later than 14 days from the day on which we receive them.  We will issue the reimbursement back to the means of payment that was used for the original order.

Orders may be cancelled before they have been passed for shipment.  If you wish to cancel your order before it has been passed to shipment, please contact our Customer Support team as soon as possible.

Contact Us

If you have any questions about our Returns Policy or need assistance with a return, please contact our Customer Support team at [email protected].

Please Note

Our Returns Policy may be subject to change without notice, so please check our website for the most up-to-date information.

We reserve the right to refuse any return that does not meet the above criteria or appears to be in violation of our policy.

Thank you for shopping with twofishe.  We appreciate your business and are committed to providing you with a seamless shopping experience.