Frequently asked questions
For more queries, feel free to contact us
Questions about Account
1Why can’t I sign into my account?
If you are having trouble signing in, please check you are using the same email address and password you used to register with us. Our passwords are case sensitive, so check you haven’t accidentally left Caps Lock on. If you forget your password, you can reset it, by clicking on the forgotten password link on the login page. An email containing a link to create a new password will be sent to the email address with which you registered. Please check your junk mail folder in case it makes its way there.
2Do I need to create a 2wenti account?
You can browse our website and add items to your basket without creating an account, but to make any purchases you need to create an account by providing an email address and creating a password. Once you have created an account, shopping with us will be so much more FUN.
Questions about Order & Payment
1What payment methods do you accept?
You can purchase on our website using a debit or credit card. We also offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay. You can choose these payment methods at checkout.
2Which currency will I be charged in?
We currently only support the GBP for charging our customers.
If your credit or debit card use another currency, then you will be charged in GBP. Your bank will apply the corresponding conversation rate.
3Will I receive confirmation that my order is successful and on its way to me?
Once you have successfully submitted your order, you will receive an automated email confirming your order details. Your order will then be processed by our warehouse team and you’ll receive a dispatch confirmation email when your order is dispatched for delivery
4My order has been confirmed but I received an email saying one of the items is out of stock, why has this happened?
Unfortunately, although our systems showed available stock when your order was placed, when we checked our warehouse, we found that the product was not available. Therefore we will be unable to send this item to you, if payment has been made; your money will be refunded immediately.
5How can I track my package?
Once you have placed your order, we will send you a confirmation email to track the status of your order.
Once your order is shipped we will send you another email to confirm you the expected delivery date as well as the link to track your order (when the delivery method allows it).
Additionally, you can track the status of your order from your "order history" section on your account page on the website.
6How long does it take to ship my order?
Once you've placed your order, it usually takes 24 to 48 hours to process it for delivery.
Standard shipping time for the UK is 3-8 days
7Where do you ship to?
We currently ship across the UK with fast and reliable delivery.
Questions about Returns
1Do you accept returns?
We do accept returns in respect to the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 14 days of delivery
- The return is made within 14 days of the return or exchange request
To ask for a return, please contact our support using our email address customercare@2wenti.com
2Can I exchange an item?
We do accept exchanges and they follow the same conditions as returns.
In order to ask for an exchange, please mention that you would like your item to be exchanged with another item when preparing your return with our support.
3Are returns free?
Returns are the responsibility of the buyer.
Feel free to contact our support agents through our email address, customercare@2wenti.com for more details.
4How long does it take to process a return?
Returns are confirmed within 14 days of receiving the package at our warehouse.
Once your return is accepted, the reimbursement, exchange or credit will be issued within 14 days of our services accepting your return.
Questions about Product & Others
1How do you get your products to be so affordable?
We understand that your wardrobe, home and wallet are personal, therefore to bring you affordable products that are still bang on trend, we eliminate the middleman as much as we can and bring you products straight from the manufacturer.
2Are your products ethically sourced?
Yes! We prioritize brands and suppliers that follow ethical manufacturing processes, use sustainable materials, and reduce environmental impact.
3Are the designer handbags authentic?
Absolutely! All vintage designer handbags are authenticated by experts before listing.
4If an item is sold out, can I request that it be restocked?
Yes, you can request for an item that is sold out on our site to be restocked by filling the contact us form but we can not guarantee its availability as we have to verify from our manufacturers and suppliers. We assure you that we are working tirelessly to meet all your shopping needs and will keep you informed on the products’ availability.
5Do you offer a referral program? How does it work?
We have created a referral program to thank our customers for referring their friends and family.
To refer someone, you will first need to have an account on our online store. After that you can head to your profile page to get your personalized referral link.
Any of your friend who decides to place their first order using your referral link will get enjoy a 10% discount. In return you will be given 10% discount too for helping us spread the word.
For more information, please refer to our referral program terms & conditions.
6Do you have physical stores?
We currently don't have any physical stores under our brand name.
7Is there a warranty?
We guarantee any of our product made by us and sold through our online store to be free of defect. We would gladly accept any return or exchange request resulting from a defective item granted they respect the following conditions:
- The item must have been sold on our online store
- The item shouldn't have been used in any way
- The return or exchange request is made within 14 days of delivery
- The return is made within 14 days of the return or exchange request
If you have a return or exchange request resulting from a defective item please reach out to our support for more information on how to proceed.