Refund policy

🛒 Store Credit & Exchange Policy

As of April 3, 2024, we no longer offer refunds for returns unless the item is damaged, incorrect, or undeliverable. We currently offer store credit or exchanges for eligible returns within:

  • 15 days of purchase (for in-person sales), or
  • 15 days of delivery confirmation (for online orders)

Store credit will be issued as a Two Moody gift card, subject to our Gift Card Terms and Conditions.

📦 Return Eligibility

Returned items must meet the following requirements:

  • Unused, unworn, unwashed, and in original condition
  • Tags still attached
  • Returned in original packaging

Final Sale / Non-Returnable Items:
The following items cannot be returned or exchanged unless damaged upon arrival:

  • Earrings, tights, socks, wigs, hats, and hair accessories
  • Final sale items (as marked on the product page or in-person price tag)

🔁 How to Request a Return

  1. Email us at info@twomoody.com or use our contact form
  2. Let us know which items you’d like to return or exchange
  3. We’ll respond with a return address and instructions

📌 Customers are responsible for return shipping costs unless the item is damaged or incorrect.

💳 Refunds & Store Credit

  • Store credit and refunds are issued within 3–5 business days after we receive your return
  • Refunds to your original payment method are only available for:
    • Damaged items
    • Incorrect items
    • Out-of-stock or undeliverable items due to Two Moody’s mistake or supplier/regional restrictions
      Exceptions apply for undeliverable orders caused by incorrect or incomplete shipping addresses provided by the customer. If the address error was made by Two Moody, we will refund or reship the order at no cost.

Exchanges:

  • If the new item costs less, the difference will be refunded as store credit
  • If the new item costs more, we’ll email you an invoice before shipping
  • If exchanging a damaged item, any price difference will be adjusted via your original payment method when applicable

🔍 Compliance Check for Returns

All returned products are inspected upon arrival. We reserve the right to refuse or reduce a refund if an item:

  • Appears used, worn, or altered
  • Is returned without tags or original packaging

If your return is rejected, you may request that the item be returned to you at your own expense. If declined, we reserve the right to retain both the product and payment.

📏 Sizing Notice

To reduce returns, please review each product’s size chart carefully before purchasing. Many items may run 1–2 sizes smaller than standard U.S./EU sizing.

A 1–3 cm variation in measurements is considered standard. If your item exceeds this margin, it may qualify as damaged (see below).

Note: Size charts may be updated based on vendor changes. If sizing has changed since your order was placed, we will verify the chart that was active at the time of purchase using our internal records.

📌 Damaged, Incorrect, or Unshippable Items

✅ You may request a refund to your original payment method if:

Your item arrives damaged or defective (photo proof required)

You receive the wrong item

Your item is out of stock or cannot be shipped to your location

To start a refund request:
Email info@twomoody.com with clear photos and a brief explanation. We’ll review and respond promptly.

⚠️ Some manufacturers ship pants, skirts, etc., with closed buttonholes to show the item is new. This is not considered a defect. If you’re unable to safely open the stitching, contact us. We are not liable for injuries incurred while doing so.

Sizing Discrepancies:

Items that exceed the standard 3 cm deviation listed in the product’s size chart may qualify as damaged. Please include measurement photos when submitting your request.

Items with estimated or flexible sizing, as noted in the product description or size chart, are still eligible for return or exchange—but not for refund due to size-related concerns.

🚫 Cancellations & Order Corrections

Orders cannot be canceled once placed.
If you change your mind, you may:

Recycle it

Gift or donate it

Enjoy it anyway 😉

Return it for store credit after delivery

Size, color, or address changes may be possible before your order is processed. Email info@twomoody.com as soon as possible for any order changes.

📦 Shipping Address Errors

If you enter an incorrect or undeliverable address, and the package is lost or destroyed, we cannot refund or reship the order

If we made the error, we will fully cover the replacement or refund

⚠️ Packages marked “return to sender” by the carrier are often destroyed and not returned to us. Please double-check your shipping details before checkout.

📭 Lost or Stolen Packages

If your tracking shows delivered but your package is missing:

We will contact the carrier to confirm delivery and open an investigation

If the carrier confirms delivery, we cannot refund or reship

If non-delivery is confirmed, we’ll refund or reship at no charge

If your package is lost in transit, and cannot be located, we will refund or reship your order at no charge.

🏢 Orders Marked for Pick-Up

If your package is sent to a collection facility:

We’ll email you with pickup instructions if available

If no instructions are provided and the item is not collected, we’ll refund or reship it

If instructions were provided and the item wasn’t picked up in time, we cannot offer a refund or reshipment