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Frequently Asked Questions



ORDERS & SHIPPING

 

Is it safe to order online from your site?

two hatch’s online store is extremely safe to shop from and all order payments are processed on a securely hosted payment gateway. two hatch proudly engages the services of Shopify powered by Stripe. All transaction details are encrypted before sending them across the internet, so the details of the message cannot be seen by anyone except Stripe's payment server. Shopify uses a 256-bit digital server certificate.. This level of encryption is currently considered realistically unbreakable. Our priority at two hatch is to ensure that you have the best possible experience shopping with us!

I don't know what size to buy?

We have a sizing guide for every garment on our site. If after viewing the sizing guide you are still unsure of which size to purchase, please contact us on 1300 782 224 or email us at info@twohatch.com.au


What if the product I want is not available in my size?

At two hatch we endeavor to ensure that all products listed are always available however, on occasion a particular color or size may be sold out for a short period of time. Providing the item is not a discontinued line, you will be given the option to register your interest and receive an email notification when the item is back in stock. Should your chosen product be discontinued, the option to register your interest will not be available. If this is the case and you would like some guidance choosing a similar style or an alternative product with similar features, please  contact us on 1300 782 224 or email us at info@twohatch.com.au


 

How will I know that my order has been received?

Once you have completed your order, you will receive an email confirming receipt of your order, the products purchased, the amount paid, method of postage and your delivery details. Please ensure that you thoroughly check all details included within your order confirmation. two hatch cannot take responsibility for errors in the details you provide.


What if I check my order confirmation and discover I've made a mistake when placing my order?

Don't worry, we are here to help!! If you discover that you have made any sort of error such as your delivery details are incorrect or you have chosen the wrong color or size, you can contact us immediately on 1300 782 224 and we will hold your order. Any changes to your submitted details must then be received by email at info@twohatch.com.au


What do I do if I don't receive my order confirmation email?

You should receive your confirmation email immediately after placing your order. If this is not the case, please contact us on 1300 782 224 or email us at info@twohatch.com.au and we will resend your confirmation email.

 

How long will it take for my order to arrive?

Your parcel will be shipped within 24 hours of your order being received. Delivery times will depend on where you are located. If dispatching to metro areas most orders will take 2 – 7 days to reach you. If you are in a rural or remote area, please allow 7 - 14 days.


RETURNS & EXCHANGES

Our Return Policy

We appreciate it's not always easy purchasing garments online and understand that you may need to return items from time to time. We are committed to complying with the Consumer Guarantees as legislated by Australia Consumer Law and accept returns on any faulty or wrongly described merchandise within a reasonable time frame.


Full Price items

Change of mind returns are accepted, for an exchange or credit note on all full price garments, provided they are unworn, unwashed, in original condition (including all tags attached), accompanied by original receipt and returned within 14 days of delivery. Postage charges for the return to two hatch and for the dispatch of the replacement item are the responsibility of the customer.

Change of mind returns are not accepted on hosiery or lingerie.


Sale
Items

We will happily exchange your sale item/s for a different size, colour or style, provided they are unworn, unwashed, in original condition (including all tags attached), accompanied by original receipt and returned within 14 days of delivery. Postage charges for the return to two hatch and for the dispatch of the replacement item are the responsibility of the customer. Refunds can only be issued on sale items if faulty or wrongly described.


two hatch
Gift Cards

two hatch Gift Cards are non-refundable, non-transferable, and cannot be redeemed for cash. Gift Cards are valid for 12 months from date of purchase.


Damaged or Faulty Goods

If you have received a damaged or faulty item, please contact us at info@twohatch.com.au or Call 1300 782 224. Faulty items can only be accepted if they are returned within 30 days after purchase. If you do not return the item within a reasonable time, we are not legally obliged to refund you but you may be entitled to have the goods repaired, receive a credit note or exchange at our discretion.


How to return or exchange an item by post.

Simply contact us at info@twohatch.com.au for a return authority, and post the item/s to the address below. We recommend using a traceable form of postage as we cannot be held liable for parcels lost in transit. Postage charges for the return to two hatch and for the dispatch of the replacement item are the responsibility of the customer.

two hatch Returns PO Box 5126, Pinewood, VIC 3149

Please allow two weeks from the day you post your return for your account to be credited (this may take longer if you are returning goods from outside Australia). Your refund will be credited to your original payment method.


Feedback

We strongly value our customers and believe that ALL feedback will help us to grow into the company we want to be.

Please contact us at info@twohatch.com.au or 1300 782 224 with any suggestions, complaints or compliments you have. We would love to hear from you.