How Our New Returns Process Works
Our new returns process is super simple and easy to use. Here’s the lowdown on how to use it, so you can make shopping TWOTHIRDS even more pleasurable than it already was (bats eyelashes).
Before we get started, it should be noted that the service is unavailable to customers from the UK, Norway and Switzerland. We’re working on it! US customers have their own separate returns portal, that is equally easy to use, but works a little differently.
So, without further ado, let’s show you how it works:
Go to the returns portal specific to your location. This is found via the FAQ section.
Introduce your order number and email address. (Make sure it is the email address you used to place the order).
Select the relevant item(s). Then select the action you wish to take: return or exchange.
Select your reasons for wanting to return the item.
If you select a refund, you’ll have the option to choose how you would like to be refunded: voucher or monetary reimbursement. The cost of the return label (provided at the end of the returns portal process) will be deducted from your refund.
If you selected an exchange: payment for the return label will need to be made via credit or debit card.
If you have a mixed return (exchange and refund), the return label’s cost will be deducted from the refund.
After submitting the request, an email will be sent to you with the return label and instructions on how to package and send us your return.
For any questions or additional assistance, do not hesitate to contact our friendly customer service team.
And it’s as easy as that! While we’re very happy to offer this streamlined service, we will continue to advise you to shop sizes, styles and colours as carefully as possible, so that together we can reduce the number of returns we’re responsible for. Read on to find out just why this is so important…
Why Do We Try To Avoid Returns?
Starting out as a relatively innocent customer service tool, returns have become a rampant part of a fast fashion business model that has run out of control, as customers are encouraged to order more clothes than they could possibly need, with the promise that they can return them free of charge.
In 2019 alone, it was estimated that fashion returns accounted for 4.7 million metric tons of CO2 being released into the atmosphere. This is largely due to the logistics trucks and vans that cover millions of kilometres ferrying clothes across towns and cities all over the globe.
What’s even more heartbreaking is that much of the clothing that’s returned to fast fashion and luxury brands is sent to landfill, or even worse, incinerated, thus creating the antithesis of a circular fashion model.
For all these reasons, and so many more, we are always on the lookout for ways to minimise the number of returns we process. This means providing accurate sizing tools on our website and offering a personalised customer service experience, so that customers receive the size that’s right for them, in the colour they expect, and in a flawless condition.
We are always striving to improve the way we work, both for customers like you as well as the planet. Our new returns process is a huge step in the right direction, so that customers are drawn to our sustainable fashion offering, rather than being tempted back to fast fashion vices and the damage they do to the planet.