SHIPPING & RETURNS
AUSTRALIAN & INTERNATIONAL ORDERS
Shipment of Orders
We deliver products worldwide.
Your parcel will be sent using senile, where senile will not deliver or meet our pricing we will use Australia Post
All orders within Australia will be sent using Sendle or Australia Post at a flat rate of $14.90
USA and UK
Flat fee shipping rate of $45.00 for all orders
By placing an order with TWTH you are responsible for original shipping charges, all applicable custom import fees and the cost of return shipping back to TWTH. This also applies to any shipments that are refused by you at delivery.
Our delivery system is set up to have all orders received before 2:00pm AEST packed and shipped from our warehouse the same day. Orders shipped to metropolitan areas should be received between 1 - 3 business days. In most cases delivery will be within 24 hours of shipment confirmation. More remote areas should expect delivery to take no more than 5 - 8 business days. You are able to track your order using the tracking number provided in your shipment email notification.
Orders placed on weekends or on public holidays will be processed for shipment the next business day.
Please note we try get order shipped and delivered as quickly as possible however delivery times are only estimates and we are not responsible for delays once an order has left our warehouse.
DISPATCH AND RECEIPT OF GOODS
We will attempt to dispatch all product orders within 48 hours of us receiving cleared funds for payment of the products. Ordered products will be delivered to the address nominated by you in your online order. In the event that we do not have your product in stock at the time of your order, we will let you know immediately as to when you can expect to receive it.
You need to provide the correct delivery address and delivery instructions at the time of your order. If you provide an incorrect address, TWTH is not obliged to re-send the order to the correct address at our expense.
We are prepared to deliver to your permanent residential address, your place of employment, or postal box. For products to be delivered to your workplace, you will need to enter the name of business and ensure that someone will be there to take receipt of the delivery. We request a signature on delivery, if you do not want this service please use the Comments area during checkout to give authority to leave at your door.
If you are not 100% satisfied with your purchase from TOTAL WOMAN TOTAL HOME you may return it within 14 days of receiving your item and will be automatically issued with an Online Store CREDIT in the form of a Gift Card.
We do not refund for change of mind.
Please note that if an item does not fit, it is considered a change of mind and can not be refunded.
This credit may then be used to re-purchase your preferred item/size.
PLEASE NOTE: If you return a parcel with 'Return to Sender' noted on your parcel, $25 will be deducted from your Credit Note as this is how much Australia Post charges for parcels handled this way.
Please see below for further information on our return postage information.
We will process your return and issue you with a CREDIT in the form of a Gift Card within 5 business days of us receiving your item. You will then receive an email from our Returns Team with details of the store credit along with clear instructions on how to use it. Online store credits are valid for12 months. If you have not received an email please email us at firstname.lastname@example.org check your junk folder also.
HOW TO RETURN AN ITEM - CHANGE OF MIND
Returns for change of mind must be received in original condition as defined below:
- Tags still attached
Please return your item along with your completed Returns Form to the address below.
Items returned for change of mind that are not received in their original condition as defined above will automatically be returned to sender, so please take due care when trying on your order. In particular, take care not to get makeup/deodorant/perfume on the garment. In the rare event that a return is rejected the decision is final and not negotiable.
It is HIGHLY recommended that you use a traceable delivery method for returning your item to us- e.g Registered, trackable Standard Post or Express Post.
Please record the tracking number in case the parcel goes missing. Total Woman Total Home CANNOT be held responsible if this occurs.
Please send returns to:
TOTAL WOMAN TOTAL HOME
17 COACHWOOD CRES
CAN I RETURN A SALE ITEM?
Sale items are priced to clear so please choose carefully as we do not accept returns on SALE items.
Under Australian Consumer Law, we are NOT required to provide a refund or replacement on final sale items if you change your mind. This includes a change of mind with regards to colour, size and fit.
If the sale item has or develops a minor fault within a reasonable timeframe, we can offer a repair, replacement, exchange or credit note.
TWTH reserves the right to only issue a refund on a SALE item if the faulty garment cannot be repaired or replaced or a major fault is found.
WHAT CLASSIFIES AS FAULTY?
Faulty garments must be faulty by manufacture. A handle that breaks on a bag, a thread that unravels, or a button that pops off may be considered faulty by manufacture. A rip in a dress, a worn item with makeup stains and marks, or an item damaged as a result of failing to follow our care instructions, is not considered faulty by manufacture and therefore may be found ineligible for our faulty process.
All of our faulty returns will proceed through a faulty returns review process to determine the nature of the fault. You will be advised of the final decision and the options available to you before we proceed.
WHAT ARE THE TWTH CARE INSTRUCTIONS?
All garments are quite delicate and may become damaged if correct care instructions are not followed. Due to the nature of some fabrics composed for their fashionable qualities and fit, this can include shrinking, colour fading and other outcomes.
I RECEIVED A FAULTY PRODUCT, WHAT DO I DO?
Each item we send out is initially quality controlled, however, if you have received a product that is faulty please contact us ASAP at email@example.com
We will happily cover all postage costs to return and replace it with an identical item whenever possible. If you do not want a repair or replacement for a minor fault, then this will be considered a change of mind and a store credit will be issued. The only time we will offer a refund, is if we cannot repair, replace the faulty garment with the identical original purchase or the fault is major as per Australian Consumer Law.
If you are unsure about your product, please contact us at firstname.lastname@example.org and we will be happy to help.
Regards Leanne and Di x