Can I cancel or modify my order?
Once confirmed, it is not possible to change the address or modify the order, including size or item changes.
After receiving the shipping company email with the tracking number, delivery to a Parcel Shop may be requested.
For product exchanges, you must wait to receive the order and then process the return or exchange through the corresponding link.
Note: Cancellation requests are not guaranteed. During high-demand periods or for weekend orders, cancellation may not be possible.
What happens if I haven’t received the confirmation email?
In some cases, the confirmation email is automatically sent to the email address associated with the payment method used. Please also check your spam or junk folder.
If you cannot find it, contact hello@twojeys.com. To locate the order, you must provide your full name, shipping address, and purchase date. Once identified, the email will be updated and the information resent.
I haven’t received my order. What could have happened?
There are mainly two reasons:
- Incorrect address: Please verify the address provided. In case of error, the courier company will contact you directly. You may also manage any issue directly with the courier.
- Failed delivery attempts: GLS and UPS make up to two delivery attempts. If delivery cannot be completed, the package may be left at a nearby Parcel Shop for collection before the indicated deadline.
If the order cannot be delivered and is returned to sender, you will receive an email notification and the refund will be processed. The order cannot be reshipped.
What could I do if I received an incorrect, defective or incomplete order?
Please contact hello@twojeys.com, indicating your order number and attaching images of the product received with the label.
You will receive a response as soon as possible.
Can I return an online order in a physical store?
Yes. Online orders can be returned or exchanged in any physical store in Spain or abroad within:
- 14 days for returns
- 30 days for exchanges and Gift Cards
La Roca Village outlet operates independently. Online order returns are not accepted there; only purchases made in that store may be returned or exchanged.
When will I receive my refund or new order?
Once the package is delivered, it will be sent to the warehouse for quality control. After validation, the refund will be processed or the new item will be shipped in case of exchange.
The process will only be completed if items are in their original condition.
What if the item I receive is damaged or defective?
Online orders must be processed via the online form, attaching product images for review.
This applies exclusively to online orders. In-store purchases must be handled in the store of purchase.
Can I use more than one discount?
No. Only one discount code per order is allowed.
Codes must be entered during checkout before completing payment.
Conditions:
- One code per order.
- Not valid on discounted products.
- Cannot be applied to already placed orders.
WHY MY DISCOUNT CODE DOESN'T WORK?
If a discount code does not apply correctly, we recommend following these steps:
1. Verify that the code is valid
- Ensure that the code has been copied correctly, without any extra spaces.
- Check if the code has an expiration date or specific conditions (such as a minimum purchase amount or product exclusions).
- Some discount codes are associated with a specific account or email address. If the purchase is made from a different email address, the code may not be valid.
2. Check your spam or promotions folder.
- Some discount emails may end up in Spam, Promotions, or Junk Mail.
- Wait a few minutes, as some emails may take a while to arrive.
- If the system allows it, try registering with the same email address associated with the code.
3. Contact support if the problem persists:
Write to hello@twojeys.com explaining the issue and attaching a screenshot of the error.
Can I use my Gift Card in-store?
Yes. Present the digital code or QR at checkout.
If the total exceeds the Gift Card value, the difference can be paid using another method.
Gift Cards purchased online can be used online or in physical stores in Spain (except La Roca Village).
Gift Cards purchased in-store can only be used in the corresponding country.
What if I don’t use the full Gift Card balance?
The remaining balance stays available for future purchases until fully used or expired.