Returns & Refunds

When you receive your Tweal parcel, please view your products for any damage. If you are not happy with your order, send us an email stating the reason for return and attach a photo of the damaged or incorrect items.

Products may be returned for credit, exchange, or refund within seven days from date of delivery, provided that the merchandise is unused and is returned in its original box/wrapping.

Refunds will exclude all delivery fees.

The following items cannot be returned: underwear, earrings, and swimwear.

If we accidentally deliver the wrong product to you, please contact us and we will arrange to collect the product from you at no charge. Once we have inspected the product and validated your return, we can arrange to deliver the correct product to you (assuming it is available) or refund you, depending on your preference.

We do not take responsibility for parcels that are looted.

Payment process

We have two available payment methods:

  1. Online payment. This will send you to a YOCO payment gateway. You will then enter your card details and an immediate payment will be made. For more information on YOCO, please visit: https://www.yoco.com/za/
  1. EFT option. If you prefer EFT, no problem! You will receive our banking details for payment. Please send your proof of payment to sa@gmail.com. Once payment reflects in our account your order will be prepared and shipped.

Delivery Options

We have included some FAQ regarding our shipping options. We do not take responsibility for late deliveries or missed delivery of orders. Please place your order 14 days before you need it for an event or gift to ensure a stress-free delivery process.

Pudo

The Pudo courier will pick up your package at one of the Pudo lockers. It then gets delivered to the locker or address of your choice. Lockers are available 24/7 and great for clients who are not home for deliveries.

View your nearest Pudo locker here: https://www.pudo.co.za/where-to-find-us.php

PPudo locker: If you receive a package in one of the Pudo lockers, you will receive a notification with a QR code and PIN code for the pick up.

If you don’t pick up your package within 36 hours following the notification with the PIN code, the package will be sent back to the closest pudo Kiosk or Depot.

Please allow 3-5 working days for delivery to take place once your tracking number has been received.

Track your order here: https://thecourierguy.pperfect.com/

Aramex

Aramex drop box is used to deliver your order. Your order will be deposited within two working days at our nearest Aramex drop box. Please allow 3-5 working days for delivery to take place once your tracking number has been received.

Track your order here: https://www.aramex.com/us/en/track/shipments

Collection

You are more than welcome to collect your order in Nahoon, East London. Please allow for two working days to prepare your order. Once it is ready for collection, you will be contacted to arrange a time and date.

Unfortunately, we do not deliver within East London.

Covid Safety Measures

We use covid-19 preventative precautions when preparing your package. All products come from a clean environment, isolated from any possible COVID-19 contact. We spray our hands with an alcohol-based sanitiser before handling your products. Your parcel is then sealed.