Twosisters The Label Anmeldelser 313

Svar fra Twosisters The Label

Oppdatert: 16. nov. 2021

Hi Sheree,
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​We are profusely sorry to hear that your set was not the perfect fit for you! We do try our best by providing all the information that customers may need before purchasing in regards to fit of our garments through our sizing guide, the description of the material used and additional measurements! We also display reviews from other customers so that a first hand idea of how the dress fits will be available, however we do not encourage customers to base their sizing choices from these, the best way to find the perfect fit is always to follow the sizing guide that is available on our website! We are aware that all this additional information is not always enough to ensure that customers end up with the perfect dress, for this reason we offer store credits for all returns back to our warehouse, these credits have no minimum spend and no expiry date! As we always adhere to our policies and procedures we ensure that they are available for customers to see on multiple areas of our website before purchasing. Our returns policy can be located at the bottom of every webpage, on the dropdown menu, next to each description of each dress and on the back of the invoice that is sent with all orders. We apologise if you did not see this prior to your purchase, however it is stated very clearly in the first line of our returns policy that we will only accept garments back for credit. In this policy it is also stated that returns will be at the expense of the customer. As a small business we do our best to subsidise the shipping costs for customer orders, we offer free standard shipping for all orders over $50 and free express for orders over $100, however we do not currently have the capability to offer free returns. We do however offer return shipping at a subsidised rate if using one of our returns labels, this was relayed to you in our earlier response to your email.
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​In regards to the email that was sent to us, we responded to you within 24 hours from when it was sent, as we are not open over the weekend all emails are read and responded to on Monday. We are sorry if our response was not what you wanted to hear, however we must abide our policies and procedures at all time to remain fair to every single customer who shops with us and abides our policies.
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*** Edit response below ***
In response to the edit of your review. We do try our best as a small business to represent beautiful women of all sizes across our styles as often as we possibly can! We understand the importance of the representation of all sizes as a brand and we obviously want all of our beautiful customers to feel included and appreciated. For this reason, in recent years we increased our size range up to size 20 and often these are the first sizes to sell out as they are incredibly popular! This does mean that there is not always availability for all sizes, however, we are always happy to let customers know when a re-stock will be coming in or assist in finding a stockist that may still have the dress for sale! We pride ourselves on our inclusivity and our ability to create dresses that are flattering and comfortable for a broad range of body types, We hope you do find something you love from our brand and if at any time you would like further measurements or images please let us know. We are always happy to provide these to ensure our customers receive a dress that is perfect for them! We also have styles that offer a lot of stretch that customers often size down in! If you find any styles that you like and have any questions regarding sizing our customer service staff are always happy to assist!

We would love to assist you in finding a dress that you would love! Please email us at sales@twosistersthelabel.com our team will be more than happy to give as much additional information as you would like!
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​Additionally, the policy's we have in place are perfectly legal and would not be in place if that was not the case. We of course will cooperate with ACCC should they instruct that our policies do not comply with the law and will rectify the situation how they deem fit.
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Svar fra Twosisters The Label

14. okt. 2021

Hi Stacey,
We have just had a look into this for you and we cannot find an order attached to the name this review has been left under, could you please get in touch with us at sales@twosistersthelabel.com we would love to remedy this for you!

Svar fra Twosisters The Label

8. okt. 2021

Hi Anna,

We are sorry to hear that you were not in love with your recent purchase with us!

As we know how hard it can be to shop online we provide as much information as we can about our garments, the materials used, how much stretch they have, the length measurements etc. We also have a comprehensive size guide that is always properly adhered too! Unfortunately this is not always enough to ensure that our customers end up with the perfect size, for this reason we offer returns for store credit so that customers can purchase a new dress that will hopefully fit amazingly!

As all returns are for store credit we clearly state this on the returns policy displayed in multiple places on the website, this is to ensure that all customers are aware of the policy in place for returning items to us prior to purchasing! Our policy is accessible from the bottom of every webpage, it is also available next to the description on every single item for sale on our website. We are sorry to hear that you missed this while shopping with us!

If you would like to see our full returns policy please follow the link provided below.
https://www.twosistersthelabel.com/pages/return-policy

Additionally, as per our returns policy, the only time we will make an exception is when an item is faulty upon arrival or when a customer is unsure of their size, they may purchase same style in two sizes to try on at home! The one that does not fit can then be returned for a refund. In this circumstance we will refund the return of ONE of the dresses, if both are returned the second will be issued with store credit that never expires.

As your return was sent back to us via our online returns portal there was a fee of $8.50 deducted from your store credit to cover the return shipping costs. We apologise if you were not aware of this small fee, we do state it on our website just prior to the returns portal link. As we are still a small South Australian business, we try our best to absorb most of the shipping costs, however, we unfortunately can not cover the full returns shipping fee at this stage. This is why we offer it at a subsidised cost for our customers that wish to return, instead of requiring they organise a courier and cover the full costs themselves.

As your return did not fit the criteria for a refund the only compensation we can offer is a gift card that never expires, we apologise if this was not the response you were hoping for, however we must abide our policies and procedures at all times to remain fair to all customers who shop with us.

I hope this information has been helpful and please don't hesitate to contact us further if you have any questions!

Svar fra Twosisters The Label

10. aug. 2021

Hi Christie, we apologise that you are disappointed in our returns policy. We do make sure that it is accessible at multiple points on our website, we have it displayed next to every dress description, on the bottom of every webpage and on the drop down menu at the top of every webpage. We do this to ensure that our customers can acquaint themselves with the full policy prior to purchasing, we apologise if you did not see this prior to completing your purchase, however it is a customers responsibility to check all policies before finalising a purchase. The first line of our returns policy states that all returns will be for store credit, we then adhere to this with all customers to ensure that we remain fair to everyone that shops with us. As per our returns policy a store credit for the amount of your dress will be issued upon its receipt at our warehouse, if you do chose to use one of our returns labels there will be a small fee of $8.50 deducted to cover the return shipping costs. Unfortunately we are not yet in a position to cover the return shipping fees for customers. We do make sure that we can offer free shipping for orders over $50 so that our beautiful customers are not out of pocket when receiving their orders and then the return shipping fees are at a discounted rate as we only deduct the exact fee that the shipping companies charge us. If you do not wish to have this fee deducted you can of course send your dress back via a courier of your own choice, we do not require customers to use our returns labels. All of this information is readily available on our website, we do not try to hide any part of our returns policy.