SHIPPING  POLICY

Delivery and returns policy

What is a pre-order?

Sometimes, we may sell out of items before our next stock arrives at our fulfillment center. In these cases, we offer products for pre-order, even if they haven’t yet arrived. We keep track of when our new stock is expected, and you’ll see this arrival date noted next to the product name. As long as the stock arrives on schedule, all pre-orders will be shipped out to customers on that specified date.

How does order processing work?

Once your order is placed, we will collect your item(s) and package it with care. Please allow up to 72 hours to complete the picking and packing process before your order is shipped.

All orders will be shipped once all item(s) in the order are fully prepared. This means that if your order includes a pre-order item, we will hold shipment until that item is available before sending your complete order.

You can expect to receive your parcel within two (2) to eight (8) business days. If you don’t see any scan events within the first 24 hours, there’s no need to worry. The system might take a little time to update.

If your order does not arrive within eight (10) business days, please contact us via email so we can check in with the courier.

We ensure the delivery of your parcel by requiring a signature upon arrival. If you choose to instruct our courier to "leave in a safe place," we will no longer be responsible for the package. If you’re unavailable to sign for the parcel, it will be redirected to the nearest courier depot. You will then need to collect the parcel from the depot or pay an additional fee for re-delivery.

How can I track my order?

After your order is dispatched to the courier, you will receive a shipping confirmation email with tracking details for your order.

If you haven't received a shipping confirmation email yet, it might be because your order is still being processed or it is on pre-order. 

If your order is on pre-order, you will receive a shipping confirmation email as soon as it arrives at our warehouse.

What should I do if my order hasn’t been delivered and may be lost?

Concerned that your order might be lost in transit? While our couriers typically quote a delivery timeframe of two (2) to eight (8) business days, there are times when unexpected delays occur. In such cases, your tracking number may be updated to indicate a 'delayed' delivery date.

If your item still hasn't been delivered within ten (10) business days, please contact us at the following email address thetoewel@gmail.com and we will initiate an investigation.

*Please note: Once we hand over your item(s) to our courier, your package is in the care of a different provider. We understand that delays can be frustrating, but once your order is with the courier, any issues are beyond our control and need to be addressed by them. We can contact the courier on your behalf to help resolve any issues. Rest assured, we will do our best to resolve the situation as quickly as possible for you.

Can I modify my shipping address?

Yes, as long as your order hasn’t been shipped, we can help change this for you. Please send us the updated details and include your order number at the following email address thetoewel@gmail.com so we can assist you in making this change.

*Please note: We can only send your order to the address you provide on your order - if you have provided an incorrect address, and the package is delivered there, we are unable to retrieve it and do not take responsibility for it, so please check your address carefully! 

Do you ship internationally?

Yes! We now offer international shipping.

Shipping Rates

Shipping rates for international orders vary based on the destination. The shipping cost will be calculated at checkout.

Delivery Times

• Standard International Shipping: 5-20 business days

Please note: Customs and import duties may apply and are the responsibility of the recipient.

Return policy

We accept returns up to 30 days after delivery, if the item is unused and in its original condition, and we will refund the full order minus the shipping costs for the return.

To be eligible for a return:

• Item(s)s must be returned and posted within 30 days of the date your order is delivered/received.
• Item(s) must be returned in the original packaging, and in ‘as new’ condition.
• You must provide a photo of your item/s prior to shipping so we can assess the condition.

In the event that your order arrives damaged in any way, please email us at thetoewel@gmail.com as soon as possible with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.