FAQs

Amidst the change surrounding the Two Seasons brand, we understand that you may have questions or queries about how those  changes might affect you. So to help out, we've collected a selection of the most frequently asked questions and the most important changes we've made, so you can quickly identify and troubleshoot any problems that you might be experiencing!*

 

How do I place an order?

To order products from our site, all you need to do is click on the product that catches your eye and add it to your shopping basket. Once you've finished shopping, click 'continue to checkout'. If you're a regular visitor and have registered with us before, you can access your account by entering your email address and password. (Please however note that all Two Seasons accounts held before August 3rd 2020 will need to be re-registered.) If you're a new customer, then you can simply enter your details for the first time and register for an account. Please note that your details will be kept safe and secure and will not be given to any third parties. Proceed to payment in order to confirm your order - check the items, method, billing and delivery address are correct before completing your order.

 

PAYMENT

Accepted forms of payment

Whilst we accept all major credit and debit cards, such as Visa and Mastercard, plus Paypal, however we do not accept American Express.

Paypal

Two Seasons are happy to accept payments via Paypal! In order to make payment in this way, please click on the Paypal icon in the shopping basket, This will lead you to the Paypal website to complete your purchase. Once the order is placed you will be directed back to us to confirm your order.

What is a CSC code?

A card security code is an added safeguard for your card purchases. Depending on the type of card you use, it is a 3- or 4-digit number printed on the back or front of your card. For most online card purchases from us, the security code is required information. Your identification number is the 3-digit number found on the back of your credit card near the signature panel.

Timing of billing

Your card will be charged upon the completion of the billing process. Most orders ship within two days of receiving your order, and you'll receive a shipping confirmation email once the order has shipped from the warehouse.

Why was my order refunded, canceled or declined?

We will always try to contact you if an order has to be cancelled. This may be due to you entering address details/card details incorrectly. If you have moved recently and not amended your address, cancellations may also occur.

Additionally, a reason for your order being fully or partially refunded could be due to the product you initially ordered unfortunately no longer being in available or in stock. Whenever this happens, we'll send you a refund notification immediately and refund you to the value of the item(s) in your order that are no longer available. Please allow up to 5 working days for the refund to be issued back to the original account holder's method of payment.

DELIVERY

When will my order ship?

Orders typically ship within two days from submission, excluding weekends and Bank holidays. A shipping confirmation email will be sent when your order leaves our warehouse.

How long will it take my order to reach me?

Two Seasons offers delivery via Parcel Force.

How will my order be sent?

All orders are delivered by Parcel Force.

Has my order shipped?

You will receive a shipping confirmation notice via email when your order has left the warehouse. If it has been more than a few days since entering your order and you have not received shipping confirmation, please contact customer service at customer.service@twoseasons.co.uk.

How can I track my order?

You will receive a shipping confirmation notice via email when your order has left the warehouse. It will contain information to track your order. If it has been more than a few days since entering your order and you have not received shipping confirmation, please contact our customer service team for further assistance.

How much is UK delivery?

Please visit our Delivery Options page for a full list of options, complete with all the information you will need to know about our delivery service.

Can I order from another country?

Currently we are not offering a delivery service to countries outside of the United Kingdom.

There is a problem with my shipment, what should I do?

If you encounter a problem with your order that is not covered in our FAQs, please contact us to discuss your issue and we will endeavour to get it sorted for you as quickly as possible. Please contact customer service - we'd be happy to help resolve your issue.

My order hasn't arrived - what's the hold up?

If your order has not arrived within the estimated delivery period, it could be due to the following reasons:

    • The parcel carrier has experienced a delay. If this is the case your tracking information should display any updates and the new expected delivery date. Please refer to your confirmation email as the information to track your order will be included within it.
    • Your parcel may have been left with a neighbour. (Be sure to check for a missed delivery note)
    • Your parcel may have been left in a safe place (if requested)

If none of the above apply, please do not hesitate to get in touch and we will investigate the delay for you.


Please contact customer service at customer.service@twoseasons.co.uk.

RETURNS

How can I return my order?

Two Seasons offer a 30 day returns policy as long as your order is in the exact condition received. Please note that the delivery cost will not be refunded it addition to returned items, and we are not responsible for the cost of the postage to return your goods. For further information, please see our Returns page.

How long will it take to be refunded?

We aim to process your returns as quickly as possible, please allow up to 7 working days from Two Seasons receiving your return for your refund to clear.

Do you offer and accept gift cards?

Gift cards can be purchased online, click here to view.

Can I change my order?

Once your order has been placed it is very difficult for us to change your order because we aim to dispatch it ASAP, so we would need you to re-order your preferred item and return the incorrect one once received. Please not that the postage cost of the returned item will not be refunded. 

Can I cancel my order?

Yes you can cancel your order, given your order has yet to be dispatched. we will attempt to cancel your order should you no longer require it, however we advise that you contact us as quickly as possible as we do try to get orders out quickly, meaning this will not always be possible before dispatch. If that is the case and it is too late for us to cancel before dispatch we will of course refund you in full, all that we ask is that you either refuse the delivery (this will mean the package is automatically returned to us) or if you have already received the package please send it back to us in the condition you received it, although as we do not refund the postage cost of the return, we'd advise that you do not accept the delivery to avoid this expense.

Is your site secure?

Our secure servers protect your information using advanced encryption and firewall technology throughout the ordering process. Most browsers will show a lock icon in the bottom status bar on secure pages. Look for this icon on any web page that asks for your personal information. To further ensure your security, we use state of the art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorised use.

View our Privacy Policy here.

There is a problem with my shipment, what should I do?

If you encounter a problem with your order that is not covered in our FAQs, please contact us to discuss your issue and we will endeavour to get it sorted for you as quickly as possible. Please contact customer service - we'd be happy to help resolve your issue.