Delivery and Returns
February 2021: Please note, some orders may take longer than usual due to lockdown restrictions and added volume with Royal Mail.
- Free: (3-5 working days) – Royal Mail 2nd Class
- Express: £2 (1-3 working days) – Royal Mail 1st class
- Free Click and Collect: from our store just off Brick Lane, 10 Cheshire Street, London, E2 6EH
We have temporarily suspended delivery to the EU due to Brexit and we are working to have this up and running again very soon.
Rest of the World
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 UK orders are sent Royal Mail tracked. Delivery 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.
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 email@example.com.
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 we can provide tracking information upon request. 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: firstname.lastname@example.org 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/Undelivered/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 returned must be unused and in the same condition in which it was received. The Twoodle Co Scent Guarantee over-rides this.