FAQs
Can I return Made to Order items?
You can return your made to order items as long as there have been no additional customisations made (apart from the standard options available online) and it adheres to the conditions in our return policy.
Do you offer free shipping?
We offer free standard shipping on orders $100 AUD and over within Australia and $200 AUD and over internationally.
Who do you use for shipping?
We ship our orders with Australia Post, registered post, unless express post has been specified.
What if I need to make a change to my order address, shipping methods, or the order itself?
Changes can be made to your order but only before it has been dispatched. We try to ship our orders as soon as we can so please contact us soon as possible at info@twillandtee.com.au and we’ll do our best to help. Please carefully review all cart items, payment, and shipping details before you submit your order.
What payment methods do you accept?
We accept, Visa, Mastercard and Amex credit cards. After Pay, Paypal and Twill & Tee gift cards.
Will my order be dispatched the same day?
For all items currently in stock, orders placed before 11am will be shipped on the that business day. Made to order items are made individually on demand, therefore please allow up to 3 weeks.
Can I track my order?
Once your items are dispatched you will receive a shipping confirmation email with your tracking number and a link to track your shipment.
Do I have to sign for my order and what happens if I’m not home at the time of delivery?
All orders are shipped by a registered service that must be signed for at the time of delivery. If you are not home to sign for your parcel at the time of delivery your parcel will be delivered to your local post office and a card will be left at your address for you for collection. If you do not collect your parcel from the post office within 7 business days your parcel will be returned to us.
What happens if my order goes missing and is not delivered?
For any delivery or shipment issues please contact us at info@twillandtee.com.au and we will do our best to resolve the issue as soon as possible. In the unlikely event that your order has disappeared we will send you a replacement as soon as we can.
What happens if an item I’ve ordered is unavailable?
In the case where your order can’t be fulfilled you will be contacted immediately to arrange an alternative or refund.
What happens if the item I love is out of stock or not on the store anymore?
Please send us an email at info@twillandtee.com.au and we can let you know when or if we have new stock arriving. We love to hear which items you are interested in and how we can improve our collection.
How do I submit a return?
Please send us a quick email at info@twillandtee.com.au so as we know to look out for your package. Please let us know your details, including the order number and whether you are seeking a refund, exchange or credit voucher. Mail your return to – Twill & Tee - P.O. Box 828, Bowral NSW 2576 Australia.
Can I return a sale item for a refund?
We don’t offer refunds on sale items, you may return a sale item for a credit voucher however final sale items may under no circumstances be refunded or returned for a credit voucher.
Where are you located?
Our workroom is located in the Southern Highlands, NSW Australia. We are an online store only.
