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Frequently Asked Questions

  • Sustainability
  • Payment
  • Shipping
  • Returns

What fabric is the swimwear made from?

The swimwear is made from REPREVE, created from 78-82% recycled PET bottles.

What fabric is the activewear made from?

The activewear is made from REPREVE, created from 82% recycled PET bottles.

Where is the swimwear made?

The swimwear is made in Sydney, Australia

Where is the apparel made?

All apparel and accessories are made in Geelong, Australia

Where is the activewear made?

All activewear is made in Melbourne, Australia.

What packaging do you use?

We are aware of waste in all elements of our production, especially our packaging.

We proudly use 100% plastic free packaging.

Each order comes in recycled kraft or biodegradable mailing bag made from cornstarch depending on item size. Some items have a matching cotton tote that also come with the order.

The tags are made from recycled kraft and the string is made from 100% cotton.

What do you mean your swimwear is made from plastic bottles?

Our swimwear is made from REPREVE which uses around 15 plastic bottles to make every womens swimsuit.

Since 2007, REPREVE has transformed more than 20 billion recycled plastic bottles into recycled fibers. Your recycling makes good things happen! From there, they use these recycled fibers along with elastane to create the swimwear fabric. Pretty cool hey!

 

What ways can I pay?

Two Sparrow Australia currently accepts VISA, MasterCard, PayPal, Apple Pay and AfterPay as payment methods as well as Two Sparrow gift vouchers or store credit.

I'm not sure if my order went through?

If your order was processed successfully, you would have received an email – please check your junk box as sometimes it goes there!

If you can’t find the email, please contact us on chat or email hello@twosparrow.com.au and we will look into it for you.

What if I need to change or cancel my order?

Should you need to make any changes to your order please contact us as soon as possible to ensure your order is not fulfilled. Contact us via chat or email hello@twosparrow.com.au.

What if I need to change or cancel my order?

Should you need to make any changes to your order please contact us as soon as possible to ensure your order is not fulfilled. Contact us via chat or email hello@twosparrow.com.au.

I have emailed you but you have not responded?

Please check your junk mail/spam to look for our response. We will always respond within 24 hours, Monday - Friday.

What does pre-sale mean?

We have launched the collection on pre-sale to ensure those that are on our waitlist get first pick of the collection. The collection is expected to dispatch from Torquay, Australia early February.

When will I receive my order?

You will receive an order confirmation email as soon as you make your purchase. As soon as your order is dispatched we will send you tracking details with the tracking number. We ship all local orders FREE and EXPRESS from Torquay, Australia. Please expect to receive your order within 3 days Australia wide and up to 2-3 weeks international. Depending on country there may be some delays at the moment.

What is the price of shipping?

All shipping Australia wide is FREE and EXPRESS. We offer international shipping free on orders over $150, with a flat $20 AUD fee for orders under $150.

Do you ship internationally?

We offer international shipping free on orders over $150, with a flat $20 AUD fee for orders under $150.

I live in Torquay, can I pick my order up?

You sure can! We do order pick ups from our office in Torquay, Australia once a day. If you would like to do so, please email us or send us a chat and we will organise this for you. We can usually have your order ready within 24 hours ready for pick up.

What if I get the package and it's damaged?

In the unlikely circumstance that your package is damaged, send us an email at hello@twosparrow.com.au and we will organise your package to be returned and send you a new one.

Do you offer exchange or returns if the items do not fit right?

Absolutely, we offer 60 day returns and exchanges for your items as long as they are not worn with tags. Please email us at hello@twosparrow.com.au or contact via chat.

How long does it take to process a return?

If you have asked for a return, please allow 2-3 business days for your return to be processed then up to 5 business days for the refund to hit your account. If it still has not hit your account after this time, please email us at hello@twosparrow.com.au or contact via chat.

 

Exchange & Returns

We guarantee that you will not only love your Two Sparrow items, but you will be happy with the fit. If you are not completely satisfied you have 60 days to exchange return it and we will send you out the exchanged size free of charge or offer a 110% return for store credit. Our new returns policy is in effect from 20 April 2021.

We will always provide a full refund for a garment for reasons under the Australian Australian Consumer Law - under the ACL a customer is entitled to a refund or replacement due to a major problem with the product.

What is the exchange and return process?

Please ensure garments are in the same condition as when they were received. Swing tags and hygiene stickers must be attached. Please contact us via chat in the right corner with your order number or send us an email at hello@twosparrow.com.au

The buyer will incur the cost of posting the exchange/return item back to Two Sparrow Australia in Torquay, Australia.

Please see our exchange & returns policy for more information

What if my item is damaged or faulty?

In the unlikely event of a damaged/faulty item please fill out the exchange/returns form and explain the issue. We aim to respond within 24 hours.

Still not sure of what size to order? Contact us by chat in the bottom right corner and we will help you x

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