Delivery and Returns
UK Standard delivery
Update: 6th July 2020
Free standard 2nd class delivery on all orders (2-5 working days)
1st class upgrade: £2 (1-3 working days)
Special delivery: £8 (Next day – with orders placed before midday)
EU & Worldwide
We now ship to most global locations, including the U.S.A and Europe. Shop at our Etsy store to access our global shipping: https://www.etsy.com/uk/shop/TwoodleCo
Your order will be dispatched within 1-2 working days in normal conditions. During this period of lock-down, please expect this to be 2-3 days. We will endeavour to be quicker.
All U.K. orders are sent either via Royal Mail 1st Class tracked (full price items) or Royal Mail 2st Class tracked (promotional items). This may take longer at busy times (such as Christmas, Valentines, Mother’s Day and Father’s Day). Please allow longer shipping times during these busy periods. See above for updates during the COVID-19 global pandemic.
Once your order has been dispatched you will be sent an email to let you know it is on its way.
In the unlikely event you have not received your order after 10 working days after shipping (20 working days for EU), please contact firstname.lastname@example.org.
If there are any difficulties with your order due to stock unavailability, payment or postage issues, or any errors in pricing or description we will contact you by email and/or telephone before your order is dispatched.
All orders are sent tracked and you will be provided with tracking information. If you miss a delivery, Royal Mail will provide you with a missed parcel slip so you can either rearrange delivery on a day convenient for you or so you can collect your parcel from the named Royal Mail depot.
Any duty and/or tax incurred from cross-border shipping will be payable by the customer on delivery, therefore we recommend that you inform yourself of your customs policy where applicable.
Unfortunately, we are not able to deliver to PO Box addresses.
Every precaution is made to make sure your item arrives to you in perfect condition. Sometimes things can happen during transit out of our control but rest assured we are here to help should there be any problems or should any human errors occur (E.G. wrong product sent).
Take pictures of the damage (or resulting damage) or error and email them to: email@example.com and someone will be in touch as quickly as possible. If you have any concerns, please call customer services on +44 (0)2079319662.
Please note that all damages must be reported within 72 hours (3 days) of receipt.
An alternative product may be offered in cases where a product is no longer available or out of stock. In more severe cases, we may need to collect the damaged products from you in order to carry out a quality review investigation. You will be notified directly.
Wrong Address/Undeliverable/Refused Package
We do not accept responsibility for lost packages if the customer supplies an incorrect shipping address or the package is refused at the destination.
Distance Selling Regulations
Under the EU’s Distance Selling Regulations, items purchased by customers located in the European Union are entitled to a 14 day cooling off period i.e. the right to cancel the contract of purchase.
The regulation: Notification of the cancellation must be received in writing within 14 working days; starting from the day after the goods are received. These regulations dictate that we will refund the cost of the item(s) ordered and, in addition to this, the original delivery charge. The product being retuned must be unused and in the same condition in which it was received. The Twoodle Co Scent Guarantee over-rides this.
Updated: 25th April 2020