Frequently Asked Questions

Top FAQ

How do I know if my items are 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-ORDER 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 to 10 working days in Europe, UK and Switzerland, with the exception of Norway where delivery will take up to 14 days. Please note: we do not deliver to the Canary Islands.

To the USA, delivery time is 3 to 10 working days.

Delivery time is 5 to 10 working days in Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar.

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.evri.com/track-a-parcel

Rest of the World: https://mydhl.express.dhl/

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 Evri 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 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, iDeal and Paypal payments, you will be charged directly after you complete your 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 for most pieces you can now reference both our BODY measurement guide or our ITEM measurement guide. Just click the size guide on any product page and then use the respective BODY or ITEM tabs.

This means you can measure yourself directly on your body, check those measurements with our BODY measurement guide, AND get an accurate idea of the item’s dimensions using the ITEM measurement guide.

Finding the correct size of premium sustainable clothing has never been easier!

    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, UK and Switzerland

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

    https://returns.reveni.io/twothirds

    *** UK customers can only use the new returns portal for purchases made after the 16th of May 2023 ***

    *** Swiss customers can only use the new returns portal for purchases made after the 10th of May 2023 ***

    USA

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

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

    Norway, Canada, Australia, Japan, South Korea, Taiwan, Hong Kong, United Arab Emirates, Singapore and Qatar.

    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.

    4. Can I split my order if the items have different dispatch dates?

    A standard order will be sent altogether in one single parcel, on the date of the product with the latest dispatch. Even though splitting an order is not the best option to reduce CO2 emissions, we do understand that sometimes you are in a rush and may need the items that are already available, sooner. We can make the exception and split your order for:

    Germany: 2.90€

    Rest of Europe (including Switzerland, Norway and UK): 7.90€ 

    USA: Split orders not possible at this time

    Rest of the World: 20€

    To split the order, you only need to contact our Customer Service team through our online contact form with your order number and a message that states your request. They will get back to you to confirm that the split has been made.

    5. Can I change my order after it has already been placed?

    You can, but only if the order has not been sent. Before that, we are able to change the size of your garments, if there's availability on our website. You just need to contact us through our Contact Form.

    The same applies to a change of delivery address (see Delivery FAQs).

    6. As a sustainable brand, why offer Sale items?

    We place all new garments on pre-order as this allows us to know how much stock to produce. Even so, it is only fair to give customers the right to withdraw and cancel an order they have already placed. This means that at the end of the PRE-ORDER window, there can be some excess stock. To make sure these handcrafted garments get used, we put them on Sale at a reduced price. We also hold seasonal sales for the same reason - while giving our customers an extra chance to shop sustainably.

    Sale items are therefore goods that are made to the same high ecological standards as our PRE-ORDER clothing - after all, that’s how they started out!