Please read the below carefully before emailing your inquiry.
For ALL Order inquires please reply to your Order email or Orders@twincollectivekids.com
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 6-7 Business days always select Express to be safe.
We try our best to ship all orders within 1-2 business days but during busy periods this may vary to 2-4 business days.
We ship from our Melbourne warehouse & most parcels are delivered within 5-7 business days from fulfillment 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 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 shipped that day. Order 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.
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.
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 - 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 return we require:
1) Proof of purchase/ Order number.
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 cover any shipping costs for returns.
SALE ITEMS – We do not offer returns on items with a Marked down price. But 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.
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.
ORDER CANCELLATION REQUEST - We can not cancel or refund orders for change of payment methods, change of mind or use of discount codes. When you receive your parcel you can contact us regarding your return.
However 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.
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.
ORDER INQUIRES – For Order related inquires or 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.
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 firstname.lastname@example.org
Kindly allow 1-4 business for a reply while I juggle school mum hours & my twins after school sports small biz life can get busy
WHOLESALE – For Wholesale inquires please fill in & submit the Registration Form found at the bottom of our home page or use the link below:
For ALL order inquires please reply to your order email or Orders@twincollectivekids.com for a quick reply from a customer service team member regarding your order. For any general inquires please email Marcella at email@example.com but please allow 5-10 business days for my reply during busy times.