FAQ & Help

General

When was Two by Two established?
Our story began in 2010.

Where is your head office?
We are based in Auckland.

What are your online support hours?
We are a small team so currently they are Mon to Fri 10am – 4pm. We get a high volume of queries so we appreciate your patience.

What is the best way to get hold of you?
The quickest and easiest way to contact us is on our main email address online@gotget.co.nz or direct message us via social media: Instagram @twobytwo.co.nz Facebook @twobytwo.co.nz

Returns & Refunds

Can I return my purchase if there is a minor fault, i.e. loose stitch etc?
Yes you can! We reserve the first right to repair your item. Failing that, replace your item. Failing that, we will give you a store credit. For these situations we can’t offer a refund.

Can I refund my purchase if there is a major fault, i.e. large rip etc?
Yes you can! In the unlikely event of this not being picked up prior to purchase, and we have determined it is a factory issue, you have the option of replacement or refund.

I have changed my mind or my circumstance has changed. Can I get a refund?
Unfortunately we can’t offer a refund for these situations. We can however facilitate an exchange of product or store credit. Item must be returned within 14 days of purchase, provided the items are in their original condition (not worn, altered or washed), all original tags and or packaging are still attached along with proof of purchase.

What is the return/refund process?
Once we approve a return/refund you will be asked to fill out a form and further instructions will be provided.

How long will it take to process my repair?
Depending on the nature of the fault, it could take anywhere from days to weeks. This will be communicated to you during the process. We will of course endeavour to repair items as soon as possible.

How long will it take to process my return?
Depending on postal and processing times, it could take anywhere from days to weeks. This will be communicated to you during the process. We will of course endeavour to process items as soon as possible.

How long will it take to process my refund?
Depending on postal and processing times, we will of course endeavour to process items as soon as possible.

Orders & Delivery

What postal service do you use?
We typically send locally using NZ Post or Castle Parcels on larger orders. You will be provided with a tracking number.

My tracking says delivered, but it’s not here. What do I do?
We recommend first checking around your property, mailbox and neighbours. If you have no luck, contact us and we can help you file an investigation. Unfortunately neither Two by Two or courier companies we use are able to refund or replace items that have been lost, damaged or stolen after being successfully delivered to your property.

How long will it take to receive my order?
We process orders daily along with daily pickups from postal services Monday to Friday. So standard postal timings would apply +/- a day or so.

Can I change/cancel my order order?
If you manage to get back to us before we’ve sent your order, you are free to cancel. If your item is already on it’s way, you may return/swap it for something different or store credit.

Can I pick up my order in person?
Absolutely, simply choose “Pick up” in the delivery method when making your order. Address and instructions will be sent to you. Sometimes we need to have your item sent from one of our stores so we will let you know when your order is ready for pick up.

Can I purchase something as a gift for someone? 
Sure thing. Please notify us on purchase so the item can be marked as gift. This way there is no name/detail confusion if they need to return/exchange etc.

I received an email saying my order cannot be fulfilled, what happens then?
From time to time we may have inventory errors meaning we no longer carry the item you ordered, you will be offered alternatives to your order or the option to refund.

Payments & Promotions

What payment methods can I use?
We accept all major credit cards along with Apple pay, Google Pay, Shop Pay, Paypal, Afterpay, Laybuy.

How secure is your website handling my payment method?
Shopify Payments is one of the most secure payment processors available. Shopify uses 128-bit SSL encryption technology to protect your customers’ information during checkout. They also use Fraud Defender, which helps prevent fraudulent transactions in the store.

I have a discount code, where can I use it?
You can enter the discount code during the checkout process. The discount will automatically be applied to your order.

I have a gift card code, where can I use it?
You can enter the gift card code during the checkout process. The amount will automatically be deducted from your total.

My discount/gift card code isn’t working, What do I do?
Make sure you are using the correct uppercase and lowercase characters. Double check numbers and letters are accurate. i.e is it a ‘0’ or an ‘O’. Often discount codes won’t work in conjunction with items already on sale. Failing those, let us know and we will do our best to help.