As a result of the COVID 19 outbreak, TWOK London & our delivery partners are taking steps to help prevent the spread of this illness. In order to reduce the possibility of transmission at the point of delivery it is the policy of all our carriers to no longer obtain signatures as proof of delivery. Instead, in cases where a parcel does not fit through a letterbox, the courier will leave the item at your door, and will step aside after knocking to ensure there is a safe distance while you retrieve the parcel. The driver will then ask for your surname and will not obtain a signature. This is to prevent transmission of the Coronavirus through handheld scanners.
Please allow 3-5 working days for Standard deliveries to Mainland UK, Northern Ireland, Guernsey, Jersey & Isle of Man, and 5-7 working days for deliveries to all areas in the United States by USPS.
You will receive an email on the day your order leaves our warehouse providing the information to track your order. If you are not at home, a second delivery will be attempted the next working day.
FREE UK SHIPPING
Occasionally we may run free shipping promotions and competitions. To be notified of these by email, simply sign up to our email newsletter.
Whilst in transit all purchases are insured by TWOK London until they are delivered to you. We require a signature for all goods delivered on a Next Day service, at which point responsibility for your purchased goods passes to you. If you are not the receiver of your purchase, then the person who signs for the package confirms receipt and is accountable for the package.
Please be advised that we are unable to take returns on products, for health and safety reasons.
FAULTY & NON-CONFORMING GOODS
If your package is visibly damaged on delivery, please tell the person delivering your goods that you wish to sign as “received damaged”.
If your goods are received as faulty or damaged once opened, or if the goods do not conform to the description, please contact us at firstname.lastname@example.org as soon as possible and ideally within 48 hours of receiving your order or becoming aware of the damage. This does not affect your statutory rights.
Please contact our customer support team by tapping on the chat icon on this website, Monday to Friday, between 9am and 6pm (GMT). Outside of these hours, please leave a message and we will email you the next working day. Alternatively, email us on email@example.com. Please note emails will also be answered within the hours above.