FAQ


IMPORTANT MESSAGE TO ALL CUSTOMERS:
Due to the current situation in regards to Covid-19, dispatch and shipping times can be slightly longer than usual.

ORDERS

 

How do I place an order?

- To get an overview of our catalog, select ‘Index’ from the navigation menu.
- Select a product, its color and size and add it to your bag. You can then choose to continue shopping or to process your order.
- Select a shipping method and a payment method, check your order summary and process your order.
- Within a few minutes, you will receive an order confirmation email including the details of your order. From this moment on, our shipping partner will take care of everything and as soon as the order ships, you will be notified.


    Can I modify my order?
    If you wish to add or remove items from your order, you will need to cancel it and place a new one. To cancel your order please contact us at contact@togetherwedancealone.com.

    Once your order has been placed, it is not possible to amend/add any items included in the order or change the recipient details or delivery address. However it may be possible to cancel the order, if you call our customer service team within one hour of making the purchase.


    What should I do if I have not received an order confirmation email?   
    Please check your spam folder and make sure that contact@togetherwedancealone.com is in the safe senders list of your email account. This will prevent anti-spam filter from blocking further communications. 


    If you still can not find the confirmation, please contact us at contact@togetherwedancealone.com.


    PAYMENTS


    Which payment methods do you accept?
    TWDA accepts the following payment methods: 

    • Credit/Debit cards: Visa, Visa Electron, Mastercard
    • Paypal

    Why might my card be refused?
    Your credit/debit card may be refused for any of the following reasons:


    - Your card may have expired. Check that your card is still valid.
    - You may have reached your limit. Contact your bank to check that you have not exceeded the authorized purchase limit.
    - You may have entered some information incorrectly. 


    Is shopping online with TWDA secure?
    On togetherwedancealone.com every purchase is processed with maximum security thanks to the implementation of the most advanced encryption services (SSL). 


    For payments with credit and debit cards, you are required to enter the CVV (Card Verification Value), a code printed on the card that serves as a security measure during electronic commerce transactions.

    SHIPPING


    How much do I pay for delivery?

    TWDA ships worldwide with DHL/DHL Express.

    Shipping rates and delivery times from dispatch of order:

    Germany DHL Standard: 5 EUR (0-2kg)
    1 to 3 working days
    Europe

    DHL Express: 12-28 EUR (0-2kg)

    2 to 4 working days
    Rest of the world
    DHL Express: 28-34 EUR (0-2kg)
    2 to 6 working days

     

    Please note:
    Due to the current situation in regards to Covid-19, dispatch and shipping times are slightly longer than usual.

    Where can I check the status of my order?  
    Once your order has been shipped, we will send a shipping confirmation email to let you know. This will include a tracking link for your parcel, so you can follow its progress from us to you.

    What should I do if my order has not been delivered on time?
    If your order has not been delivered within the estimated period, here are some suggestions on what you can do:

    - Check the order status by pressing “View your order” in your shipping confirmation email and then press your DHL tracking code.
    - Check that the address indicated for delivery is correct.
    - In the case of a missed delivery, please contact DHL or your local carrier. 
    - For further assistance, please contact us at contact@togetherwedancealone.com.

    Do prices on togetherwedancealone.com include duties and import taxes? 
    Duties and import taxes are not included. Your order may incur duties, fees and import taxes upon delivery. This charge is determined by your local customs authority. Payment of these is necessary to release your order from customs. For more information, please consult your local customs office.


    RETURNS


    How can I initiate a return?
    To return an unwanted item and receive a refund, please contact us at contact@togetherwedancealone.com.


    You can return any item purchased on togetherwedancealone.com within 14 days from the delivery date. Make sure the product you return is in its original condition.

     

    You can return your parcel using any postal service. However, as the parcel remains your responsibility until it arrives with us, please remember to keep proof of dispatch.

    TWDA reserves the right to reject returns sent or communicated beyond the return period limit, or items which are not in its original, unaltered and unwashed condition. 


    Once your returned item(s) has arrived with us, you will receive a refund in the same payment method used for the purchase. The return cost is paid by the customer. Duties, taxes and the original shipping charges are non-refundable. 

    How long does it take for a refund to be issued? 
    Your refund will be issued back to your original payment method within 3 business days of receiving your return.


    Can I ask for an exchange? 
    Togetherwedancealone.com is not able to offer exchanges however, we do accept returns. You can arrange the return and place a new order for the appropriate item. 


    What should I do if I receive an incorrect or faulty item?
    In the rare event of receiving a faulty item or an item that you did not order, please contact us at contact@togetherwedancealone.com.


    SIZE, QUALITY & FIT


    How do I know if an item will fit me?
    All our product description includes pointers to what you can expect from a specific product in terms of cuts, fit and silhouette. As we mainly create genderless pieces we leave it up to you to decide what will fit your individual expression.


    What quality can I expect from TWDA items?
    Ensuring high quality of our garments is at the core throughout the whole production process. From sourcing high end materials to choosing the right printing partner are decisions we make with precision and care. Simply put: we leave nothing to chance when it comes to the durability of our pieces.


    Are TWDA’s items sustainable?
    We exclusively produce our items with organic and recycled materials, both in our garments but also when it comes to shipping material, packaging, etc. but also what methods our production partners work with. We consciously make decisions that caters to the need of sustainability and longevity in the world we live in.

    Size:
    Color:
    Quantity:
    Subtotal:
    - +
    ×
    Total
    • XX-LS-007
      XX-LS-007
    • XX-FM-006
      XX-FM-006
    • XX-FM-005 COMBO
      XX-FM-005 COMBO
    • XX-LS-TM003
      XX-LS-TM003
    • XX-LS-006 WETWARE
      XX-LS-006 WETWARE
    • XX-STICKER-006 WETWARE
      XX-STICKER-006 WETWARE
    • XX-TSH-005
      XX-TSH-005
    • XX-UGM-005
      XX-UGM-005
    • XX-UGF-005
      XX-UGF-005
    • XX-OG-005
      XX-OG-005
    • XX-FM-005
      XX-FM-005
    • XIX–LS–004
      XIX–LS–004
    • XIX–TSH–004
      XIX–TSH–004
    • XIX–UGM–004
      XIX–UGM–004
    • XIX–UGF–004
      XIX–UGF–004
    • XIX–OG–004
      XIX–OG–004
    • XIX-TSH-TM001
      XIX-TSH-TM001
    • XIX-UGF-TM001
      XIX-UGF-TM001
    • XIX-UG-TM001
      XIX-UG-TM001
    • XIX–TSH–004 SACAI
      XIX–TSH–004 SACAI
    • XVIII–TSH–003 KIDS
      XVIII–TSH–003 KIDS
    • XX-POSTER-001
      XX-POSTER-001
    • XIX-TSH-ANTISALE-001
      XIX-TSH-ANTISALE-001
    • XVIII–TSH–002 SACAI PLD
      XVIII–TSH–002 SACAI PLD
    • XVIII–TSH–002 SACAI STR
      XVIII–TSH–002 SACAI STR
    • XVIII–TSH–003 PC
      XVIII–TSH–003 PC
    • XVIII–LS–001
      XVIII–LS–001