HOW TO MAKE AN EXCHANGE OR RETURN
IN PHYSICAL STORE
Exchanges and returns are managed according to our general policy.
In physical stores, we accept exchanges for orders placed both online and at any of our stores in Spain.
Refunds are only accepted for purchases made online or at the same store where the purchase was made.
Product exchanges depend on available stock at each store. If the item chosen for exchange has a higher price than the original, the difference will be paid; if lower, the difference will be refunded. The deadline for returns is 14 days from the purchase date, while for product exchanges or Gift Cards it is 30 days. Shipping costs are non-refundable.
In international stores, exchanges and returns can only be managed at company-owned establishments in the same country.
The La Roca Village outlet operates independently, so we do not accept returns of online orders, only exchanges or returns of purchases made at the same store.
Purchases made at physical points of sale or through third-party distributors, retailers, or marketplaces must manage their exchanges and returns. More information: https://twojeys.com/en/pages/terms-conditions
Underwear (boxers, socks and tank tops) does not accept exchanges or returns through the portal.
THOUGH OUR WEBSITE
Exchanges or returns of online orders can be managed through the returns form, providing only the order number and associated email address.
Once the process has been initiated, the package must be delivered to the delivery point or store within 14 days, depending on the selected option. The return label will be sent by email, and the refund will be made to the same payment method used for the purchase. There is also the option to receive the refund in the form of a Gift Card.
Underwear (boxers, socks and tank tops) does not accept exchanges or returns through the portal.
Important: the first exchange is free. From the second exchange of the same order onwards, shipping costs will be borne by the customer. Returns will always have an associated shipping cost. Only items indicated in the return request will be processed; products included in the package without having been previously registered in the request cannot be managed or refunded. Returns sent on your own or outside our authorized return system (REVENI) will not be accepted.
ONLINE ORDERS AND IN-STORE
Currently, it is not possible to manage online exchanges or returns of purchases made in physical stores. All returns or exchanges of in-store purchases must be made directly at the establishment where the purchase was made.
On the other hand, orders placed online can be returned or exchanged at any physical store, both in Spain (excluding La Roca Village) and abroad, provided that the deadlines of our policy are met: 14 days for returns and 30 days for exchanges and Gift Cards.
REQUIREMENTS AND CONDITIONS
- Always present the online purchase confirmation email to process exchanges or returns.
- For in-store returns of purchases paid by credit card, it is essential to present the card payment receipt.
- Items must be in the same condition as they were received.
- Shipping costs are non-refundable.
- The refund will be made using the same payment method used for the purchase, within 3 to 5 days depending on the banking institution.
- The availability of product exchanges in-store depends on the establishment's stock.
- Items purchased at Two Jeys must be returned in perfect condition, without signs of use, stains, odors, or damage affecting their original state.
- Underwear & Lighters does not accept exchanges or returns.
RECEIPT OF REFUND OR NEW PRODUCT
It is essential to process the request previously through our online form. Returns that have not been managed through this channel will not be accepted.
Once the package has been deposited at the selected delivery point, the transport agency will collect it and send it to our warehouse. There, our team will receive, review and process the return. Shipment of the new product will only be made after passing quality control, and provided that the items are in the same condition as they were delivered.
For any questions, you can contact our team at hello@twojeys.com.