Please read the below carefully before emailing your inquiry.

 

ORDER INQUIRES – For Order related inquires PRESS REPLY to your Order Email.  If you have placed an order & not received your order confirmation email please check your spam folder or email Orders@twincollectivekids.com with your name & details of the order & we will check this for you.

 

GENERAL INQUIRES – For any other general inquires or size information please email Marcella at hello@twincollectivekids.com  but please allow 2-6 business days for my reply during busy times. 

 

WHOLESALE – For Wholesale inquires please fill in & submit the Registration Form found at the bottom of our home page or use the link below. Please allow 4-6 business days for my reply during busy times.  If you are following up on a Registration please email wholesale@twincollectivekids.com 

https://twincollectivekids.com/pages/wholesale-registration-form

 

ORDER CANCELLATION REQUEST  - We DO NOT cancel or refund orders for change of payment methods, change of mind, change of size or use of discount codes. When you receive your parcel you can contact us regarding your return.

During busy periods or New Collection Drops we CANNOT MAKE ANY CHANGES TO ORDERS AT ALL.

However during quiet times, we will try our best to help you :) If your order has not been packed, its possible we can edit orders if you made a mistake with the size, address or you would like to add more items.  Please email the details by pressing reply to your order Confirmation email. Please allow 1-4 business days for our reply confirming if its possible to edit for your order.

 

SHIPPING – We use Australia Post for all local shipping & delivery times can vary depending on location.  Once a parcel has been collected from our Warehouse we cannot control the Aus Post delivery times but only give a rough guide.  If you need items within 5-7 Business days always select Express to be safe.  For WA or North QLD expect delays, please select Express.

We try our best to ship all orders within 1-2 business days but during busy periods this may vary to 2-6 business days.
We ship from our Melbourne warehouse & most parcels are delivered within 5-7 business days from fulfilment shipping date.

Parcels sent within Victoria can be 2-3 business days, Addresses close to major cities with Aus Post depots in NSW, QLD & SA deliver in approx 3- 7 business days but North QLD, WA, NT can vary 5-10 business days.  Please select Express.

Please note these days are from Shipping fulfillment date, NOT your order placement date.

Please refer to your Shipping Confirmation email & tracking link for the shipping date & the status of your parcel.

We try our best to ship all orders within 1-2 business days & orders placed before 7am are often shipped that day.  Orders placed after 7am may not be shipped until the following day.

 

EXPRESS POST – We offer Express Post & highly recommended this if you need the item within 5-7 business days, during Sale periods, new Collection launches & during the busy periods of November, December & January.  For WA, SA, NT or North QLD address we highly recommend Express Aus post as regular can take 2 weeks.

 

IMPORT / CUSTOMS TAXES - We cannot edit the Value of your order to reduce custom taxes in your country.  We do not cancel orders due to the Customs taxes.  Please check your Customs taxes in your country for Online Orders shipped from Australia before you make your order with us.

 

SIZING OR RESTOCK INQUIRES – If you need some advice on sizing or if a style is going to be restocked please ensure you read the product description online & check the measurement charts with a tape measure as advised on each style.

If you still have Questions please email Marcella at hello@twincollectivekids.com 

 

CHANGE OF ADDRESS – If you accidentally used the wrong address please reply to the Order Confirmation email Orders@twincollectivekids.com  with correct address immediately.  However if your order has already been fulfilled & you have received the Shipping confirmation email with tracking number, no changes can be made.  Australia Post & EMS do not allow us to amend a parcel address or redirect once its shipped.  Please call Australia Post directly with your tracking number & they may be able to help.

  

RETURNS/EXCHANGES – 

International Orders - We dont offer any returns on International orders & cannot refund shipping costs once your order has been fulfilled & we've paid for your parcels postage.

Australia Orders - PLEASE NOTE we no longer offer refunds on any items or the shipping cost for any orders. 

Please consider this before you make your purchase.  Carefully check all the size charts with a tape measure & compare to your child or existing clothes your child wears.  Please read ALL the product information on the style page for all the size details. If you still have questions please email me at the general inquires email listed above.

If you still need to exchange a size, please email us within 7 days of parcel delivery date.  We do not accept exchange requests 7 days after delivery confirmation.

If you have an existing order, please press reply to the Order Confirmation email address Orders@twincollectivekids.com  as this includes all the information we need to identify your order quickly.

To qualify for a exchange we require:

1) Proof of purchase/ Order number/Order email.

2) The item must be clean & in the same condition as you received it with correct Swing tags, barcode, fabric info tag or spare trims bag attached with the original cotton string.

We cannot accept & resell items with any missing trims or string, no loose tags will be accepted. We do not cover any shipping costs for exchanges to be sent out.

Once we have your item, if all the above has been followed we will email you a payment link to pay for the new parcel shipping & will then send the new sized item to you. If the size is sold out we will issue a Store Credit for you to use on another purchase.

Please understand we have seen an increase in fraudulent customers wearing our products & then requesting to return for a refund.  As a small business the cost of processing returns makes a loss so I can no longer offer this service.  Apologies for the inconvenience. 

 

SHIPPING COST – as mentioned above, we do not refund shipping or cover teh cost of exchange.

 

SALE ITEMS CANNOT BE RETURNED – We do not not offer any returns, refunds or exchanges on items with a Marked down price.  If you used a % off code for a full priced item or a newsletter sign up discount, that’s ok.

 

FAULTY ITEMS  - Quality & keeping our items circular is important to us, so please reach out if you think your item has any defects.  Please ensure you have included photos of Defects or faulty items so we can assess these quickly.

For metals trims, please check for spare metal trims attached to your swing tag & keep these in a safe place.

Please press reply to the Order Confirmation email as this includes all the information we need to identify your order quickly.  Or email us at Orders@twincollectivekids.com with your name & details of the order & we will check this for you.  Emails with no photos of the Defects cannot be processed.

For small fabric marks, denim shading or imperfections please ensure you have read the online Product Description of the item to ensure the defect is not part of our vintage inspired design or the sustainable fabrics used.