FAQs

Online Shopping FAQs

How Do I Update Account Information?
You can view or edit all the details relating to your online account with TWHS by logging into the customer dashboard. You can log in at the very top right of the home page. The account dashboard allows you to view current and past orders, change shipping details, change passwords, subscribe, or unsubscribe from newsletters, view product reviews you may have posted and edit your wish list.
What is the Process for Refunds?
For all refunds, please refer to the refund section of our webpage.
Payment, Pricing and Promotions?
TWHS accepts the following payment types: Paypal, Visa Card, MasterCard, and Direct Bank Deposit. American Express is currently not accepted online; however, they are accepted offline. Please contact our customer service staff to enquire further.  Please note: American Express card purchases will incur an additional surcharge. TWHS partners with the ANZ Bank to ensure all our transactions online are handled with the utmost care and meet the highest security levels.
What is the Process for Incorrect Product Received or Incorrectly Advertised?
Wrongly shipped items should be reported immediately to [email protected]. You will receive a return authority and goods will be organised to be returned at the seller's cost and replaced or refunded as per customer request. Products should remain in retail packaging in new condition. Any items missing from the returned product will be subject to a replacement charge and deducted from the total refund amount. If a product is incorrectly listed or 'not as described' this should be reported immediately to [email protected]. We will assist in supplying a suitable replacement if available or a full refund will be issued. You will receive a return authority and goods will be organised to be returned at the seller's cost and replaced or refunded as per customer request. Please Note: TWHS may request photo's to confirm incorrectly supplied product. All images will need to be emailed to [email protected]. This is our discretion.
What is the Process for Damaged Goods?
Any damage from shipping should be reported immediately to [email protected]. You will receive a return authority and goods will be organised to be returned at the seller's cost and replaced or refunded as per customer request. Any items missing from the returned product will be subject to a replacement charge and deducted from the total refund amount. Please Note: TWHS may request photo's to confirm damaged goods. All images should be emailed to [email protected] This is our discretion.

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