ALL YOUR QUESTIONS ANSWERED

 

• GENERAL QUESTIONS

• Does adding an item to my cart reserve it?
No, it doesn’t reserve the item. But it does make shopping and checking out faster, so you’re less likely to miss out on what you want! We recommend browsing and loading up your cart before the sale.
• If I have a question, how long will it take for the customer support team to get back to me?
Our customer experience team will be working throughout the holiday period answering questions in chronological order. We recommend providing as much detail about your query as possible in a single message.
• I'm new to TWL, how do I find my size?
All of our products have a detailed size guide which will help find your perfect fit.
• What if TWL oversells a product or I purchase an item that's out of stock?
In the unlikely event that we oversell a product, our customer experience team will contact you via email.

• SALE FAQs

• Shipping Times
During the peak sales period customers may experience delays in shipping and processing of orders, due to the increase in volume of orders we receive.
• I've contacted support but haven't heard anything back.
All enquiries and concerns will be processed in chronological order. Our Customer Experience team may have delays in responding to customers during periods of high traffic. Rest assured we will respond to all customers with questions or concerns.
• Can I Return a Sale Item?
Items marked 'Final Sale' cannot be returned for an exchange due to wrong sizing but can be returned if they are faulty.
• What if what I want is sold out?
Unfortunately, we have limited stock across all our items and are expecting to sell through quickly. Don't miss out & get in early.
• I made a purchase and now the price is cheaper than what I bought it for. Can I get a refund for the difference?
Unfortunately sale prices are only valid for items during the sale, not before or after.