Frequently Asked Questions

Before buying, you can find pre-order information on the product page where it is written in green. It will also be stated at checkout. Not all products are pre-order, so if you don’t find this information then the item is already in-stock and will be shipped as normal. Please be sure to check properly first. 

After buying, you will receive an estimated dispatch date in your confirmation email - please be sure to check your spam folder! - and a screenshot of the product page showing the same green text. 

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

This system means that you order before the items have been produced. We then go ahead and make them just for you. Each collection is released on pre-order, that way we only produce the exact amount we need and avoid a lot of beautiful materials going to waste. 

In this video you can see exactly how it works and why we use this system: https://www.youtube.com/watch?v=QtEPMygGWnQ.

The order confirmation is sent through email right after you order, so we recommend you to also check your spam folder. However, if you don’t receive the order confirmation in your inbox nor your spam folder, you can contact our Customer Service team through our Contact Form. They will send you the confirmation manually. 

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: 7.90€ 

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.

You can, but only if the order has not been sent. Before that, we are able to change the size and colour of any of your garments or even add an item if it’s available 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). 

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! 

Delivery time is 1-10 working days in the EU and Northern Ireland, with the exception of Switzerland and Norway where delivery will take up to 14 days. For England, Scotland and Wales delivery will take up to 4-5 days. Please note: we do not deliver to the Canary Islands. 

USA Express Shipping: 48 hours.

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. 

We send all the items together in order to avoid greater CO2 emissions. So be aware that if you add a pre-order item in your cart the whole order will be sent with the latest dispatch date.

Alternatively, you can ask us to split the order. For more information and costs, consult question number 4 in the Pre-order and Orders category. 

At the moment we only ship to European countries and the USA. In the near future we hope to expand this and bring sustainable fashion to fans who are further afield!

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 the 28th of October onwards, you will no longer need to pay additional handling fees on TWOTHIRDS’ parcels.

Delivery should take 4-5 days for in-stock items and will now cost 9.90€ for orders under 200€, being free for orders over this amount. Parcels will be sent with a new carrier: DPDgroup. 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.

You can change the address any time before the parcel is shipped. It’s possible to request the update by sending us an email through our contact page. 

From our warehouse in Germany to the destination country, we ship with DHL. When the parcel arrives in your country, the package is handed to the National Post:

España: DHL España.

Francia: La poste.

Alemania DHL Paket.

Italia: DHL Italy.

Belgica: Bpost.

UK: DPDgroup.

Netherlands: DHL Netherlands.

Norway: PostNord.

Sweden: PostNord.

Switzerland: DHL Swiss.

Ireland: An Post.

The company that handles your parcel at this point, will be responsible for updating you about delivery attempts. They only do this via email, so please check your inbox (including the spam folder) to see if they have updated you. 

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 to proactively check the information inside the link as you may not always get notified about every update. 

For orders over 60€, we offer free standard delivery to European countries, excluding the UK, Switzerland and Norway. Under that amount, delivery will cost 4.90€.

To the UK: 9.90€ for orders under 200€, being free for orders over this amount.

To Switzerland and Norway: 8.90€

Import taxes will be applied and are determined by customs. We also do not cover or foresee customs handling fees for Switzerland and Norway. Northern Ireland is exempt from these.

To the USA: 40€ (PLUS import taxes), 48 hour delivery.

We offer EXPRESS SHIPPING for an additional cost of 9.90€ and only for in-stock items (meaning pre-order items are excluded).

From Monday until Thursday, orders that are placed with express shipping before 14:00h benefit from delivery within 24 hours. 

After 14:00h Thursday and through Friday-Sunday: express shipping will be completed by the coming Tuesday.

• When Bank Transfer payment is chosen as a payment method, a delivery within 24hrs cannot be guaranteed.
• This offer is not available for the UK, Switzerland and Norway.
• Express shipping to the USA costs 40€.

If your parcel was unable to be delivered, it will be placed at a DHL or DPDgroup (for the UK) pick-up point (check the tracking link) for 10 working days. If you do not pick-it up within this time frame, it will be sent back to our warehouse in Germany. Once we have received confirmation that the parcel was auto-returned, we will then contact you to arrange a re-send.

You will not be charged for a second shipment.

If you are returning a damaged item, please contact us within 14 days at returns@twothirds.com - remember to attach pictures of the damaged item. If you want to return something from your order that's not damaged there is no need to contact our Customer Service team. You also do not need a print-out label as we do not cover return shipping costs. Be aware that to return an item it cannot be used or washed.

How to return the item(s):

First: You must 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: 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 as we can’t be held responsible for packages that fail to arrive.

Fourth: Our underwear garments cannot be returned for sanitary reasons.

NOTE: If making a return from a country outside of the EU (Switzerland, Norway, the UK or the USA), please include the original invoice outside your parcel. The invoice will need to be facing outwards, with the price clearly visible. Write the word "RETURN" on top, so customs can identify it as such. 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.

Unless damaged, you have 30 days to return items after you have received them. If your parcel contains any damaged items, please inform our customer service team (returns@twothirds.com) within 14 days from the date you receive them. You will then have a further 14 days to send them back to us. Be sure to mention the damage in the return form too.

You can contact our Customer Service team through our Contact Form within 14 days after receiving it. They will inform you on how to process the return. Be aware that they will ask you for some photos of the item.

If you have received the wrong item you can contact our Customer service team through our Contact Form. They will inform you how to process the return. Be aware that they will ask you for some pictures of the item, including the label inside the item, the tag attached to the item and the label on the bag. 

Without a problem, you can send two orders in the same parcel. But it is very important that you include your name and both order numbers on the return form in the package, so our team in the warehouse can find your orders in the system.

It is not possible to do so. We won’t be able to accept items that have been worn, or no longer have their tags or labels. If we receive such items, we will contact you through email to send them back to you. 

We do not cover return shipping costs. This is because we are a small company and cannot afford to offer free shipping and free return shipping at this time.

Therefore, you may choose the carrier of your preference.

Yes, you can exchange size or colour. Please choose this option on the return form. If the new colour or size is on pre-order you will need to wait until the production is finished before you receive it. If the item / exchange is not available we will instead provide you with a gift-card. 

We will give you a full refund using the same method you used to pay.  Please be aware that it can take up to 10 working days until the refunded amount is visible in your own account. If you paid via Bank deposit, please get in touch with us and provide your IBAN and BIC for the international bank transfer. You can do this through our contact form.

This will depend on the carrier you choose, but normally it can take up to 10-15 business days to arrive and to be fully processed in our system. Do not be alarmed if it takes longer than this, as the time taken can vary with the number of requests our team is dealing with.

We always refund orders to their full cost in euros. If you used a card with another currency, the amount you receive may be less or more than what you paid due to fluctuations in the exchange rate. As we cannot predict or control these changes, we do not reimburse losses. The same applies to bank conversion fees.

On a social level, we focus on producing in Europe and knowing as much about the supply chain of our garments as possible. By establishing production in Europe, we guarantee that European labour standards are kept. This is also reflected in reports from the Fairwear foundation, that describes Portugal and Italy, the countries where most of our production takes place, as low risk countries. We check the wage indicator to compare minimum and living wages in the respective production country. This ensures that the people who make our clothing also make a good living from it.

From an environmental point of view, we have a number of approaches. Some of the main ways are:

• Introducing more environmentally friendly fabrics and using them in more collections.
• The use of a Pre-Order system which prevents textile waste from occurring
• The avoidance of traditional retailers.
• Production in the EU and close supplier relationships.
• Depending on the fabric, we only use specific qualities (such as organic cotton).

Throughout our evolution as a brand we have also engaged in and contributed to different projects such as beach clean-ups, and NGO partnerships. In 2020 we supported WWF’s ocean initiatives during Blue Week to make a direct contribution to ocean conservation. 

Finally, our ongoing drawdown program means we set aside 1 euro of every order to support sustainability initiatives (including research groups who work towards textile innovations and suppliers who invest in renewable energy); we will give updates about the usage of this money in the future. Overall this pushes for genuine change in the fashion industry and improves our own supply chain. 

Child labour is a serious issue in textile production. By producing in Europe we are able to guarantee that EU labour standards are kept and therefore that the creation of our clothing involves no exploitation. There are no reports of child labour in the countries where we directly produce, according to Fairwear Assessments. Check the following reports for: Portugal and Italy. Fairwear assessments confirm that there is zero risk of child labour for the countries we produce in.

Nearly all our products are produced according to the Oeko-Tex 100 standard, thereby guaranteeing that our garments are free of harmful chemicals. Furthermore, by producing in Europe, manufacturing is done under the REACH regulation, where harmful chemical use is restricted in European production facilities. Furthermore, most suppliers we are using have several other certifications that restrict and coordinate the use of chemicals in the textile industry, such as GOTS or bluesign. Most of our factories (except some very small family-owned businesses) produce according to those standards.

This answer is very much dependent on the fabric under consideration. Manufacturing always (except for bottles, cups and mugs) takes place in the EU. Beforehand, the raw materials come from different places in the world, including Scotland, Belgium, and some non-EU-countries, such as Turkey. We are currently trying to find out more about this very early stage in the supply chain that we don’t have so much influence on. Questions on specific fabrics can be sent to sustainability@twothirds.com.

As we are an eco-friendly brand, we choose our materials based on the impact they have on the environment, and whether that is justified by the quality they then bring to our clothing. With each collection we introduce more and more innovative and eco-conscious fabrics, because our mission is to reduce our carbon footprint and boost the sustainability of our clothing year on year. This can be done through fabrics that are recycled, organic or manufactured in a way that puts the environment first. You’ll see more information on the product pages of each garment, under “Materials”.  

For the fabrics that can be certified, we mainly use organic or GOTS certification, and for the production facilities like Oeko-Tex 100 standard or above. However, certification is not a priority for us as we know that there is no perfect fit.

For instance, some of the most sustainable fabrics we use are not available for certification or considered organic, because they are made of recycled materials or raw materials like wood (such as TENCEL™ Lyocell, LENZING™ ECOVERO™ Viscose and more). Putting too much of an emphasis on certification would then skew the picture and complicate comparisons between the eco-friendly fabrics we use. That’s why instead we offer clear explanations of the sustainability of our fabrics beneath every garment that contains them. You’ll find these on the product pages. 

We use different types of wool for our products: including merino and shetland, virgin and recycled wool. During the sourcing for these materials, we consider mulesing as the most important thing to prevent - knowing that it is a prevalent practice in some Merino producing regions. That’s why we have a guarantee that our merino wool comes from sheep that haven’t suffered this treatment, sourcing it in Argentina, where mulesing is not practiced. By comparison, shetland wool is produced in Scotland - where the sheep require thicker coats for the cold and where mulesing is also not practiced. For the recycled wool, different types of wool that meet our quality requirements are blended together.

Nearly all the fibres we use are vegan. The only exception is wool, as it is a fabulous natural fabric with excellent properties. We take animal welfare very seriously which is why we only use mulesing-free Merino wool from Argentina and Shetland wool (which is thicker since the sheep have to cope with the Scottish climate, where mulesing is also not a practice), and recycled wool to extend the lifetime of this precious material.

Additionally, we never use leather on clothing or accessories, preferring the natural material cork, instead!

Nylon is well known for its excellent functional characteristics, which is why we use it mainly in our swimwear (where the Nylon is recycled from fishing nets) and wool blends to increase durability. We’re also hopeful of finding more sustainable replacements for Nylon in the future.

The microplastics topic is a very important one that the team also discusses. Blends with synthetics are used at TWOTHIRDS for a simple reason: they have increased durability and stay in form for longer, so our customers can use the products we produce for a longer time. This has a significant impact on how sustainable a product is. In order to make sincere conclusions on the danger of microplastics, more research regarding this topic is to be done, and the negative effects are by far not so well documented as they could be. Please also have a look at this report commissioned by Greenpeace for further information on microplastic pollution in general.

Here, Greenpeace calls for adopting a precautionary approach. For now, we recommend the use of a GuppyBag. This eco-friendly innovation filters microplastics out of wash loads, preventing them from getting into the water cycle.

In fashion, dead stock means a fabric that is not sold or used after being ordered by a clothing brand. It’s the material that is surplus to requirement. 

We don’t produce deadstock as we use a pre-order system. Brands that do, have been known to warehouse it, burn it or send it to landfill. We therefore use some handpicked, superior quality deadstock fabrics from other brands, and integrate them into our collections - giving life to “dead” materials.

Stock fabric is slightly different. This is the left-over material that the factories we work with have already produced. It’s therefore a good option to avoid creating new fabrics and means an existing one won’t go to waste. 

The manufacturing of all TWOTHIRDS’ garments take place in the region of Braga, Portugal.

The Teflon EcoElite™ water-repellent finish increases the resistance and water repellency (meaning: not easily penetrated by water) of outdoor garments. While fluorinated Teflon finishes have been correlated to be potentially carcinogenic, as of 2021 we are using a non-fluorinated and bluesign certified finish. This is a top notch sustainability certification for functional garments. We are super proud of finally being able to use the EcoElite™ finish, since it does not compromise on quality while improving sustainability performance. 

TWOTHIRDS’ long-term vision of sustainability is to be defined as ‘zero negative impact’. That is, throughout the production chain and the waste generation, TWOTHIRDS wants to be a company that not only produces zero waste, but rather produces zero negative impact in terms of causing environmental damages or emitting greenhouse gases. Rather, we want to have a positive impact on people and society by generating awareness and spreading knowledge of a more sustainable world for everyone on the planet.

As of 2021, TWOTHIRDS has become Climate Neutral. What we emit is equal to what we take out from the atmosphere. From here, our goal is to become less and less carbon intensive. Climate Neutrality is another step in a long and exciting journey! 

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!

If you’re still unsure, click on the “What is my size?” button found on each product page to calculate your TWOTHIRDS size.

The measurements of your garment should not vary from the size guide. However, there is a possibility that this could happen. The reason is that our garments are all handmade and the factory can legally produce clothes varying up to 2cm (shorter or longer) from the stipulated measurements we send them.

- Credit/Debit Card (Visa, Mastercard and American Express).

- Bank Transfer: Sofort.

- Paypal.

- Gift card or voucher.

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 Bank Deposit, please send us an email through our contact form with the payment confirmation. To complete the payment, these are our bank details:

TWOTHIRDS SLU

Bank: BBVA

IBAN: ES88 0182 1030 2102 0169 6855

BIC: BBVA ESMM

Should you choose to pay via Paypal, this is our e-mail: info@twothirds.com. 

For both bank deposit and Paypal methods, 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. This is especially important if the payment comes from a bank account with a different name.

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

For the EU, all displayed prices in our website include the respective VAT that may differ between countries. However, VAT is not included for the UK, Switzerland, Norway or the USA and will be applied at checkout.

We never keep any of your bank account details. Transactions on our website are handled by a secure payment platform so any payments you make on our site are completely secure.

Vouchers and gift cards have no end date, so feel free to use it whenever you find something that you like! :)

Our vouchers can only be used one time. If you ordered something and still have some amount left, you can always contact our Customer service team through our Contact Form. They will update your voucher so you will be able to use the remaining amount. 

Our gift cards can be used several times until the balance is zero.

Once you are in the payment method process, you will find a panel containing the text “Gift card or discount code” at the right of the screen.

We always refund orders to their full cost in euros. If you used a card with another currency, the amount you receive may be less or more than what you paid due to fluctuations in the exchange rate. As we cannot predict or control these changes, we do not reimburse losses. The same applies to bank conversion fees.

1. (Organic) Cotton

This fabric may shrink with washing since it is not treated with any chemicals. For that, we provide you with the following washing instructions/recommendations:

• Wash it at a maximum of 30 degrees, better with cold water.
• Wash it by hand two or three times before using a washing machine.
• Use a normal or mild detergent. Be careful with an excess of detergent.
• Wash clothes inside out.
• Wash with similar colours.
• Preferable air dry. If done by tumble dry, be sure to do so with low heat.
• Recommendable to dry the garments laid down flat as opposed to hanging from the line.
• Can be ironed, but be sure to do it at a medium temperature. 
• Do not bleach.

Be aware that it may shrink up to 3% after the first wash. To minimize this from happening, follow the instructions below:

• Use cold water.
• If the garment is 100% TENCEL™ Lyocell: hand wash it (always the optimal method for this fabric). 
• Put clothes in a bucket with water and soap (max. 5 min). Then, rinse it only with water. “Press” it against the bath to reduce the excess of water.
• If you use a washing machine, use cold water and a slow program for delicate clothes.
• Machine dry at a medium temperature or hang dry it.
• TENCEL™ Lyocell is considered a wrinkless material. But if they do appear, we recommend steaming for the safest finish.
• If you decide to iron the garment, hover over the item using the steam setting or press using a warm setting.

3. Linen

• Wash it using a program for delicate clothes.
• Low temperature in lukewarm or cold, preferably soft, water.
• Better using mild soap/detergent.
• It’s not necessary to use fabric softener.
• There’s no need to dry clean it. It can be tumble dried using cold water. However, for more structured garments (jackets) we do recommend to dry clean the garment.
• Remove the clothes from the dryer when they’re still slightly humid to avoid the linen becoming stiff. Then hang it or lie it flat to finish the drying process.
• Most likely, there will be no need to iron it. But if you decide to do so, do it when the clothes are still damp. 
• Store your linen garments in a cool, dry place. Avoid plastic bags, cardboard boxes and cedar chests.

Take into consideration that wool is a very good fabric and it doesn't need to be washed as often as other materials. The best way to treat quality wool, would be to spot clean it and let the knit take air, instead of washing it each time. But when it does need to be washed, follow the instructions given:

• Turn the clothes inside out.
• Better to use a washing machine. Put the garment in a mesh bag prior to washing.
• Use the wool or delicate program. Double check that this involves cold water and a low spin setting.
• Try to remove as much water as you can, but without wringing it out. Instead, press or squeeze out as much water as you can.
• If there’s a stain, wash it gently with a brush, never rub it.
• Don’t use fabric softener.
• Make sure to take the garment out of the washing machine as soon as it’s done to avoid wrinkling.
• When you dry the clothes, don’t use clothes pegs. Put the clothes on a flat surface  (don’t hang dry) with a towel below.
• Keep out of direct sunlight.
• These garments usually don’t need to be ironed.

5. LENZING™ ECOVERO™ VISCOSE / Viscose

• This is a very absorbent fabric and delicate too. Especially when wet. We recommend hand washing, with cold or lukewarm water (maximum of 20ºC) rather than machine washing.
• To remove stains: carefully rub the stained area with a mild detergent for a few minutes to not damage the fabric.
• If you choose to use a washing machine: select the delicate cycle or “hand wash” program. 
• Put the garment/s in a wash bag.
• Wash the garment/s on the reverse side to preserve the colour and brightness.
• Drying: Use natural drying, in a horizontal position. Do not put it in a dryer. 
• Ironing: do it on the reverse side while the item is still wet. Use a steam ironer if necessary. We recommend that you select the program “Silk” or 110ºC. 

6. Recycled materials

• The key to preserve recycled clothes is to try and wash them as less as possible.
• Better to hand wash it. If washed with a machine, be sure you use cold water and low spin.
• Use a short cycle.
• If you want to remove a stain, wash only the affected delicately with soap and a sponge. 
• Air dry the garment, don't tumble dry.
• Put your garment on a hanger when drying to avoid ironing. 

7. ECONYL® & SEAQUAL®

• Try air drying as often as possible as a substitute for washing.
• Wash with other synthetic fabrics or garments.
• Use a microfiber catching washing bag, such as Guppyfriend.
• Wash in cold water, maximum of 30-40 degrees.
• Don’t use fabric softener, it can damage elastane fabrics.
• Don’t tumble dry, air dry the garment instead.

8. SeaCell™

• Can be washed in a washing machine. 
• Wash with cold water, up to 30 degrees.
• Use a normal or gentle cycle with low spin.
• Line/air dry or tumble dry with “air dry” setting.
• Can be ironed, with gentle iron on a “cotton” setting.

We use high quality fabrics that need to be maintained with care. You can find the appropriate washing instructions and recommendations above; if followed, the shrinking should be none to minimal. However, it is normal for some garments to shrink a little during their first wash. 

Because many of our fabrics are not synthetic and do not contain any plastics, our clothes are likely to lose some of their shape over time. You will not see a big change, but some loosening of the form is expected. This is only natural with a product that is plastic-free and produced with no harmful chemicals. 

The indicated temperature on the label is a maximum value. You can always wash at a lower temperature than recommended on the label, but never higher; as some fabrics could shrink or get damaged. Lower temperatures are also good for preserving dyed fabrics.