Frequently Asked Questions

If you could not find an answer for your questions on this page, please contact our customer service department using the 'Live Chat' function at the bottom right corner of your screen, or leave a message during out-of-office hours.

Twooter Points

 

What are Twooter Points?
Twooter Points are our very own version of 'Loyalty Points'.

Twooter Points can be collected by leaving feedback on your order and products received.

They can also be issued to your account by a member of staff as compensation for any issues you may have had.

Each Twooter Point has the value of 1p, so 100 Twooter Points would be worth £1.

Twooter Points can be used with any order on our main site, at any time.
How do I get Twooter Points?
Leaving Feedback on the following:

  • The ordering process = 20 points

  • On item(s) you have ordered = 10 points for each item

Please note: Feedback can be left within 60 days of the order date.


Referring A Friend

  • Refer a friend on the 'Recommend My Friends To Twootz' page in 'My Account'. If your friend accepts your referal by clicking any of the links in the referral email and place their first order, you will receive 300 Twooter Points.

Please note: Points will only be issued if they are new customers.
How do I use my Twooter Points?
To redeem your Twooter Points, first login to your Twootz account.

Once signed in, just shop as normal, then click on My Basket on the right hand side.

There you will find the Redeem Twooter Points box on the right-hand side in My Basket.
I have a concern regarding my Twooter Points
Should you have any concerns regarding your Twooter Points, please contact our customer services department.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Email: info@twootz.com

 

 

Carrier and Delivery

 

Can I change the delivery address for my recent order?
If you wish to change the delivery address of your order, please contact us as soon as possible.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Or drop us an email at info@twootz.com

Please note: This would not be possible if your parcel has already been dispatched from our warehouse.
Delivery of my order has been attempted but I was not in, what do I do?
Your delivery will be attempted on three consecutive days. If the delivery fails due to no one being available to sign for the parcel, your parcel would be returned to our warehouse.

If your parcel is returned to our warehouse, we would then charge a handling fee of £5 before we could arrange for a replacement parcel to be sent.

Should you have any concerns with the delivery, please contact our customer services department.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Email: info@twootz.com
Do I need to sign for delivery?
A signature isn’t required on the delivery of your parcel(s).

If no one is available at the time of delivery, the driver should either be leaving the parcel(s) at a safe place within the property, or leaving the parcel(s) with a neighbour.

If you cannot locate where the parcel was delivered to, then please do let us know by sending an email to info@twooz.com.
How can I track my order?
Your order can be tracked on the Yodel Website.

Should you have any concerns with the delivery, please contact our customer services department.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Email: info@twootz.com
How long will my order take to arrive?
We will dispatch your order as soon as possible. Delivery of your order can take up to 5 working days.

Our courier's normal delivery service is Monday to Saturday between 7:30am - 5:30pm, excluding bank holidays.

Please Note: During exceptional circumstances or weather conditions, guaranteed delivery services may be suspended and in this case no late delivery claim will be entered into.

Whilst we will always endeavour to accommodate any request to leave your order at locations in or around your property, in the event that you are unable to receive it in person, we regret that we cannot then be held responsible for potential theft or damage caused by inclement weather as a result of following these requests.

In these circumstances the responsibility to ensure that such locations are suitably secure and sheltered falls to the customer.
What areas are you not able to deliver to?
Unfortunately we cannot deliver to the Channel Islands or to addresses outside the UK. Please check delivery to your area on our Postage Checker in the shopping basket before ordering.

 

 

Returns and Refunds

 

What do I do if I'm not happy with the quality of the items received?
If you have found that you are not 100% satisfied with your order, or feel that it is not up to the quality you would expect from us, please contact our customer services department.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Email: info@twootz.com

You may be asked to provide the reference number for your order (this can be found on the back of the packaging) and a photo as evidence. This is required so that we are able to investigate the issue with our manufacturer and/or warehouse team.

We will then send out a replacement or issue a part or full refund depending on your preference and available stock.

 

 

Registration and Your Online Account

 

How do I create an account?
To create a Twootz.com Account, please go to our Sign Up Page.

You will need to provide the following information:

  • Email Address

  • A Password (letters and digits only, min. 6 characters)

  • Firstname

  • Surname

  • Telephone Number
What are the benefits of creating a Twootz.com Account?
By registering a Twootz.com Account you will benefit from the following:

  • Twooter Points Scheme

  • Receive weekly updates on any Special Offers and fascinating blogs

  • Being able to add products to 'My Favourites'

  • Order tracking
What if I've forgotten my password, or my password doesn't work?
If you have forgotten your password, please follow the link 'Forgotten your password?' which will allow you to reset your password using your email address and telephone number.

Should you need any further assistance, please contact our customer services department.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Email: info@twootz.com
What is your online security policy?
We work with our payment provider to protect the security of your information during transmission by using Secure Sockets Layer (SSL) software, which encrypts information you input.

We reveal only the last four digits of your credit card numbers when confirming an order. Of course, we transmit the entire credit card number to the appropriate credit card company during order processing.

We maintain physical, electronic and procedural safeguards in connection with the collection, storage and disclosure of personally identifiable customer information. Our security procedures mean that we may occasionally request proof of identity before we disclose personal information to you.

It is important for you to protect against unauthorised access to your password and to your computer. Be sure to sign off when you finish using a shared computer.

 

 

Orders

 

Can I order over the phone?
If you wish to order over the phone, then please contact our customer services department.

The easiest way to talk with a member of staff in Twootz is through our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

E-mail: info@twootz.com
How do I place an order?
To place an order, click 'Buy' next to the items you wish to purchase and specify the quantity you require - these will then appear in your shopping basket on the right hand side of the screen.

When you have finished shopping, click on 'Check Out' in the shopping basket. This will then take you to a page where you can input your customer details, delivery address and choose a payment method.
What if there's a problem with my order or some of my details are missing/incorrect?
If you have made an order with us and have discovered that some information on your receipt is incorrect, please contact a member of our team by e-mail as soon as possible (Monday - Friday 9am to 5pm):

E-mail: info@twootz.com
What payment methods do you accept?
We accept payments using our Twooter Points, Switch/Maestro, Visa, Visa Electron, MasterCard, as well as an invoice through PayPal.

worldpay
Why has my card been declined?
All payments are taken by our third party payment provider, Worldpay, who have a very strict payment protection policy and may reject your card for reasons unknown to us.

Should you have any concerns regarding the payment of your order, we can take your payment online using our new 'Live Chat' function on the main site. It will provide you immediate access to one of our friendly staff at no cost to yourself at all.

Look out for the 'Chat Now' button at the bottom right corner of your screen.

Email: info@twootz.com