Return & Exchange Policy
We want you to love every piece you get from Twolobes.
If something isn’t quite right, our return policy is designed to make things easy and fair — while keeping hygiene and product safety in mind.
1. Eligibility for Returns
Because our products are piercing jewellery, we can only accept returns for items that are unopened, unused, and still sealed in their original packaging.
This policy is in place for hygiene and safety reasons.
We cannot accept returns for:
- Worn or used jewellery
- Items without original packaging
- Custom-made or personalized items
- Sale or clearance items (unless faulty)
If your product arrives damaged, defective, or incorrect, don’t worry — we’ll take care of it. See the “Faulty Items” section below.
2. Return Timeframe
You may request a return within 14 days of receiving your order.
Please contact us at support@twolobes.com before sending anything back — unauthorized returns may not be accepted.
Once approved, we’ll provide instructions for the return shipment.
3. Return Process
To start a return, please:
- Email us at support@twolobes.com with your order number and photos of the item (if applicable).
- Wait for our confirmation and return instructions.
- Send the item back in its original, unopened packaging.
Customers are responsible for the return shipping cost unless the item is faulty or we made an error.
4. Refunds
Once we’ve received and inspected your return, we’ll notify you of the approval or rejection of your refund.
Approved refunds will be processed to your original payment method within 5–10 business days.
Shipping fees and customs duties (if any) are non-refundable.
5. Exchanges
We currently do not offer direct exchanges.
If you’d like a different size, style, or color, please place a new order once your return is approved and refunded.
6. Faulty or Incorrect Items
If you receive a defective, damaged, or incorrect product, please contact us within 7 days of delivery with:
- Your order number
- Clear photos showing the issue
We’ll arrange a replacement or full refund at no extra cost to you.
7. Non-Returnable Items
For hygiene reasons, the following cannot be returned or exchanged:
- All body jewellery that has been opened or worn
- Items marked as Final Sale or Clearance
- Gift cards or digital products
8. Order Cancellations
Orders can only be canceled within 12 hours of purchase, as we process and ship quickly.
After dispatch, the order cannot be changed or canceled.
9. Customs and Import Fees
International customers are responsible for any customs fees or import duties charged by their country’s postal service.
If an order is returned due to refusal to pay customs, the original shipping fee will not be refunded.
10. Contact Us
If you have any questions about returns, exchanges, or refunds, reach out to us:
📧 support@twolobes.com
We aim to respond within 24 hours (Monday–Friday).
Final Note
Every Twolobes piece is crafted to be part of your self-expression.
We stand behind the quality of our jewellery — and your satisfaction matters to us.