Frequently Asked Questions

Top FAQ

How do I know if my item is on pre-order?

Before buying, if an item is on pre-order its corresponding product page will have “pre-order” written in green next to the item’s price. This will also be the case at checkout. Not all products are pre-order, so if you don’t see “pre-order” written in green, then the item is already in-stock and will be shipped as normal. Please be sure to check this detail for each item you make a purchase.

After buying, you will receive an estimated dispatch date in your confirmation email and an overview of your order, which will confirm again whether your items are pre-orders or in-stock. For orders consisting of multiple pre-order items, a package will always be dispatched on the farthest dispatch date featured in the email. Please be sure to check that this email is not in your spam folder!

Please be aware that once the order is dispatched, it can take up to 10 working days to be delivered.

When can I expect my order?

Delivery time is 1-10 working days in Europe, with the exception of the UK, Switzerland and Norway where delivery will take up to 14 working days. Please note: we do not deliver to the Canary Islands.

To the USA, delivery in 3 to 4 working days.

For pre-order items, add the above delivery time for your region to the dispatch date. This is shown in green text on the product page, at checkout and also your confirmation email right after you order.

Orders containing pre-order items will be dispatched at the latest date, so that they can be sent altogether in one parcel.

How can I track my parcel?

For the EU and Northern Ireland, you can track your parcel in the following link: https://www.dhl.de/en/privatkunden.html

If you're in the UK, use the following link:

https://www.dpd.com/nl/en/receiving/track/

Use the shipment ID given in the dispatch email - if you do not receive this ID, contact us and we will provide it. Once the parcel is handed to the National Post of your country, DHL or DPDgroup will update the information linking to a new page for you to keep on checking the whereabouts of your parcel.

We recommend proactively checking the information inside the link as you may not always get notified about every update.

How will Brexit affect my order?

As of January 1st 2021, Brexit will change the way the parcels enter and leave the UK. Because our warehouse is based in Germany, deliveries to our British customers will now be slightly different. If you are a customer living in Northern Ireland you will not be affected.

If you live in England, Scotland or Wales, for orders made from October 28th 2021 onwards, you will no longer need to pay additional handling fees on TWOTHIRDS’ parcels.

To the UK for "in-Stock" items: up to 14 working days. Delivery times may vary and are dependent on customs clearance times that are beyond our control. Parcels will be sent with a new carrier: DPD Group. We cannot offer Express Shipping to the UK although it's likely that we'll review this in the future.

Returns should be carried out in the normal way - please also attach the invoice to the outside of the box and write "RETURN". This ensures the parcel will be processed correctly, without further taxation.

How does the payment procedure work?

At the checkout page, after adding your shipping information, you can continue the payment method. There you can choose which method you’d like to pay with to complete your order.

For cards and Paypal payments, you will be charged directly after you complete your order.

Should you choose to pay via Paypal, this is our e-mail: info@twothirds.com. Please make sure you add your name and order number (#123456) in the subject of your transfer, so that we associate the payment with the corresponding order.

Your order will not be processed and shipped until we have confirmed the payment.

How to correctly follow the measurements from our size guides?

For the smoothest shopping experience, we upgraded our size guides! To find your ideal TWOTHIRDS fit, simply put on your comfiest underwear and measure yourself directly on your body. Compare those measurements with our guides and choose the best fit for you - it’s that easy!

    How can I return an item?

    How you make a return will depend on your location. Full details are listed below!

    Note: If you have received an incorrect or damaged item, please contact our customer service team first within 14 days. Be aware that to return an item it must not be used or washed. Underwear cannot be returned, for sanitary reasons.

    Europe (EU including Ireland)

    Simply use the following link to get started on your return:

    https://twothirds.com/apps/returns

    USA

    Simply use the following link to get started on your return:

    https://twothirds.ezireturns.com/#Home

    UK, Switzerland and Norway

    First: You must print and include the return form in your package, which you will find here. If the item was damaged, please write this on the note as well.

    Second: Write our return shipping address on the parcel.

    TWOTHIRDS Returns c/o VDS Fulfillment
    Siemensstraße 14
    D-37412 Herzberg
    Germany

    Third: Please include the original invoice on the outside of your parcel. The invoice will need to be facing outwards, with the price clearly visible and the word "RETURN" written on top. If not done correctly, the parcel will be declined at the border and returned to you, which will mean paying the return shipping costs again.

    Fourth: Send the parcel, using your choice of carrier. You will be responsible for the items until they have arrived at our warehouse. We therefore strongly recommend you to keep the proof of postage and Tracking Number, as we can’t be held responsible for packages that fail to arrive.

    How do Gift Cards & Vouchers work?

    What’s the difference between a Voucher and a Gift Card?

    A Gift Card consists of credit bought for friends or family to use on the website. A Voucher is what a customer may receive when they qualify for a refund.

    Can Gift Cards be exchanged, returned, cancelled or refunded?

    Gift Cards cannot be retrospectively credited to an order. They cannot be exchanged, returned or cancelled. They can only be refunded to the buyer, upon request of an order cancellation, in a timeframe that does not exceed 30 days.

    Can Vouchers be exchanged, returned, cancelled or refunded?

    Vouchers issued via the returns portal cannot be retrospectively credited to an order. They cannot be exchanged, returned or cancelled.

    When do Vouchers and Gift Cards expire?

    Gift Cards and Vouchers are valid for an unlimited period of time and are not bound by a minimum order value. Cash payments or refunds in the event of loss or damage are not possible.

    What happens to a Gift Card if an order paid for with it is cancelled or its goods are returned?

    Any amount paid for on top of the Gift Card amount will be transferred back to you, credited to your account or used to pay for another order. The Gift Card value will be returned to your user account but will not be reimbursed as cash.

    How do refunds work for orders paid for with a Gift Card?

    Refunding a transaction made with a Gift Card (to restore the Gift Card balance) does not allow for a refund to be made to a credit card or e-wallet.