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TWOTHIRDS | Garment Care

Top FAQ

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

    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

  • 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 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. 

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

  • Will I receive my order on time for Christmas? 

    Yes, we want you to have the merriest Christmas of all! To receive your parcel in time for the festivities,

    Germany: order by the 21st of December. 

    Rest of EU: order by 19th of December.

    UK: order by the 16th of December.

    Norway: order by the 17th of December.

    Switzerland: order by the 19th of December. 

    *Express shipping: is available only for Germany and the Rest of EU. This gives you an extra day on the above dates to order in time for Christmas.

  • 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 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.

  • 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 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
    Banco: Sabadell
    IBAN: ES57 0081 0025 2100 0339 4551 /
    Swift: BSAB ESBB

    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.

  • 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!

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

    1. How can I return an item?

      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, and write the word "RETURN" on the outside, so customs can clearly 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.   

    Contact

    TWOTHIRDS SLU 
    Carrer del Monestir 23 
    08034 Barcelona - Spain

    Phone: +34 934 12 53 71

    Customer Service

    Mon - Fri: 09:00 - 17:00
    GTM time