Delivery Information
In the unlikely event that you do not receive your order after the stated delivery timeframe, or your order is damaged when it arrives, please contact us as soon as you are aware and no longer than 7 days from the delivery date stated on your tracking.
How do I track my order?
GOT A TWS ACCOUNT?
Log into your account through the online store, check out the fulfilment status against your recent order. If the order has been fulfilled, click onto the order information & you can find your tracking information there.
I DON'T HAVE A TWS ACCOUNT YET
As soon as your order has been fulfilled, you'll receive a shipping confirmation email titled "Your order is on the way". You will then be able to track your order through the tracking link on the email. If you haven't received an email yet, not to worry! We're working on getting this to you ASAP.
MORE QUESTIONS?
Please contact our support team here.
YOU'VE SENT ME THE WRONG ITEM
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
∙ Your order number
∙ The name of the item you did not receive
∙ The name of the item you received in it's place
∙ A clear photograph of the item you have received.
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
You may be asked to return the incorrect item back to us through our returns process. We will send you all the required information at this point.
ALL CLAIMS FOR ORDERS ARRIVING WITH AN INCORRECT ITEM MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
I AM MISSING AN ITEM FROM MY ORDER
In the unlikely event you are missing an item from your order, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
∙ Your order number
∙ The name of the item you did not receive
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
ALL CLAIMS FOR ORDERS ARRIVING WITH MISSING ITEMS MUST BE MADE WITHIN 7 DAYS OF THE DELIVERY DATE.
I WANT TO CHANGE MY ORDER
We’re unable to make any changes to your order once your order has been dispatched, this includes the following:
∙ Changing the item or quantity
∙ Delivery/billing address
∙ Adding items to your order
∙ Shipping method
If you need to cancel your order, please contact our Customer Support team here.
*IF YOU INPUT THE INCORRECT ADDRESS AT CHECKOUT, WE CAN NOT BE HELD ACCOUNTABLE IF THE ORDER GOES MISSING. WE ARE NOT LIABLE TO REFUND/REPLACE THIS ORDER.
PRODUCTS FAQs
Limited bottle releases
Many limited bottle releases are embargoed until the date of launch. Therefore, we cannot share any launch date or product detail information with you prior to launch day.
As a company policy, we do not reserve limited release bottles on the day of launch, nor can we take order for them over the phone.
We regularly post new releases on our social media channels. If you are not already following us, you can do so here:
When do items restock?
We can't always give a heads up about all product restocks as it's always subject to change. However, we do have a back in stock function on product pages, so we can notify you when they will be coming back in.
To find out when an item will restock, click the ‘notify when back in stock’ feature on our product pages (right hand side of the page). This will allow you to enter in your email address to be notified as soon as it's available.
Alternatively, you can keep a close eye on our social media, blog, and sign-up to emails at the bottom of our homepage.
