We use Post Haste Couriers with track and trace within New Zealand and NZ Post for international service, which allows us to give you the best shipping prices.
Shipping within NZ is free if you spend over $100.00! Please allow 3-7 working days for delivery. For international orders please allow 4 – 10 working days worldwide. Delivery is not available to rural addresses so please arrange an alternative address if this is the case.
Please note To Wel ONLINE STORE has no control over any customs or import duties that could be levied when the package reaches your destination country and for which you will be liable.
Returns & Exchanges
There will be no returns or exchanges on sale items.
Once an order has been placed you are unable to cancel or alter the order.
If you are unhappy with our products in any way, they can be returned or exchanged provided if all tags are still attached and the product is in sale-able condition.
Subject to stock availability, we will exchange items that are returned to us within 7 days of being received by you. Please advise us upon receipt of your purchase if you wish to exchange. Please note that all extra postage costs incurred in an exchange are payable by you and return of the new item is subject to us receiving the extra postage costs incurred. Once this is received the new item will be posted immediately.
If you wish to return your item for exchange these items need to be returned and reach us within 7 days of being received by you.
Returns of faulty items will only be accepted if the goods were faulty when delivered to you; we at 2wel take every effort to check your purchase thoroughly for any faults before sending them out to you. All items returned as faulty will be inspected on receipt and any items deemed to subject to fair wear and tear will not be accepted as faulty. We will replace a faulty item if a replacement is in stock and available. If you wish to be sent a replacement, please make your request clear when contacting firstname.lastname@example.org about the fault. Returns of faulty goods must be returned to us within 14 days of being received by you. In case we cannot offer you a replacement, you will have the choice of receiving a credit note or a refund to the value of the item at the time of purchase and any shipping costs incurred.
Returns & exchanges received outside the above time frames will not be accepted. For all returns, except where the item is faulty, you will be required to arrange and pay for the return of the products to us. Please be aware that international customs duties and sales taxes are not refunded for shipments outside New Zealand.
We will only accept returns provided that the goods in question are returned by you and received by us in the condition they were in when delivered to you. If you do not return the goods delivered to you or do not pay the costs of delivery, we shall be entitled to deduct the direct costs of recovering the goods from the amount to be re-credited to you. We will not accept returns for any non-faulty items that have been worn and tags removed. Please be aware that shoes must be returned with their original packaging.
Upon receipt of an order, if any item has been delivered with no tags, you should notify us by email on the same day. We strongly advise all customers to check garments thoroughly upon delivery before removing any attached tags and before disposing of any original packaging.
We highly recommend sending back with a track and trace number so it won’t get lost in the mail!