Hi there,
We are absolutely thrilled to see that you are very satisfied with your Totwoo experience! 🎉 It means the whole world to our team that our smart bracelet has brought you a nice and smooth long-distance travel experience.
If you ever run into any small issues or have new ideas about our products later, just feel free to drop us a message anytime. We are always here ready to help you out.
Hope you enjoy every sweet moment with your bracelet! 💖
Best regards,
Totwoo customer service
GR
Grayson
Customer service reached out quickly…
Customer service reached out quickly when what I ordered wasn’t available, and they made it right quickly swapping the bracelets with another set at no charge. Customer service was super nice and very quick responding as well
Response from TotwooAug 27, 2026
Dear valued customer,
We are absolutely over the moon to read your incredibly kind and detailed positive review today! 🥳 It means the whole world to our entire Totwoo customer service team that you noticed our quick response and the free bracelet swap arrangement when your originally ordered item was out of stock.
Every member of our team always tries our very best to make sure every single one of our customers gets a smooth, pleasant shopping experience, and your recognition makes all our late-night follow-ups and careful problem-solving totally worth it. 💖 We feel so lucky to have such a considerate and understanding customer like you.
If you ever run into any tiny issues with your new bracelets later, no matter it is about connection, firmware update or any other usage questions, just drop us a message anytime. We will always be here for you with the same fast, friendly support! 🫂
Best regards,
Totwoo customer service
AT
Amanda T.
They helped me when my bracelet broke
They helped me when my bracelet broke. I love being able to connect with my boyfriend through out the day while at work.
Response from TotwooAug 25, 2026
Dear Valued Customer,
Thank you so much for this heartwarming review! We are so glad we could help you out when your bracelet broke, and it means the whole world to us that you can stay connected with your boyfriend through little touch moments even during busy work hours ✨.
Every tiny signal you send carries your quiet little love, and we feel so lucky to be the bridge for your sweet daily interactions 💙. If you ever need any help later, we are always here for you!
Best regards,
Totwoo customer service
BR
Björn P.
Best support ever 😊
Best support ever 😊
Response from TotwooAug 25, 2026
Dear Valued Customer,
Thank you so much for leaving such a lovely "Best support ever" review for our team! Your kind words truly made our whole day brighter ✨. We feel so glad that we could offer you a satisfying and smooth after-sales experience with your Totwoo bracelet.
If you ever meet any small issues or need any help with your jewelry later, just drop us an email anytime, we are always here for you 💙. Hope you keep enjoying every sweet moment with your touch bracelet!
Best regards,
Totwoo customer service
MP
Mr Paul H.
I ordered a pair of Totwoo Sun & Moon…
UPDATE TO TOTWOO'S REPLY:
UPDATE FOLLOWING TOTWOO’S RESPONSE:
I ordered Totwoo Sun & Moon bracelets for myself and my partner. They were intended to mark the special occasion when I asked her to be my girlfriend, but they never arrived.
I waited a number of weeks and received conflicting explanations. I was initially told Evri had attempted delivery three times, but was later told the address was incomplete. However, Totwoo showed me the address they had used, and it was exactly the same valid address I originally provided.
After a number of weeks, I asked whether Totwoo could upgrade my order to a premium bracelet set at no additional cost as a goodwill gesture. This could also have provided a quicker solution by allowing a fresh product to be dispatched instead of waiting for the original parcel to reach their logistics partner’s overseas warehouse, be processed and then sent out again. Totwoo declined and said that only the original returned parcel could be used for redelivery.
Totwoo then offered me a 10% refund—not the 15% suggested in its public response. Given the delay, conflicting information and lack of a reliable redelivery date, I asked whether this could be increased to 20%. Totwoo said that 15% was the maximum it could approve, and I accepted this compromise.
However, the discount was ultimately pointless in resolving the actual problem because I still never received the bracelets.
Totwoo later instructed me to provide a “new, different address” before arranging redelivery. Its public response now describes this as suggesting a “backup delivery address” after recognising there was no mistake on my part. My original address was valid, and not every customer has another suitable address they can use.
After a number of weeks, I had lost confidence that the order would arrive. I therefore cancelled it and requested a full refund. I then discovered that £1.62 had not been refunded because Totwoo said it was a non-refundable shipping-protection fee paid to a third-party provider. Only after I challenged this did Totwoo agree to absorb the cost and refund every penny.
I appreciate that the complete refund was eventually issued, but I should not have needed to pursue it. I received no products and no successful delivery.
I also disagree with Totwoo describing the parcel as “abandoned.” I repeatedly contacted customer service, confirmed my address, waited a number of weeks and attempted to find a reasonable solution. I cancelled only after the bracelets still had not arrived and the special occasion had passed.
Considering the sentimental importance of the bracelets and the inconvenience caused, a genuinely meaningful resolution would have been to send a fresh set—either the premium set I originally requested or, following the complete failure of the order, a complimentary replacement.
I deliberately left some of these details out of my original review because I wanted to be fair. However, Totwoo’s response makes the 15% appear to have been its original offer and gives an incomplete account of what happened. The correspondence confirms that its original offer was 10%, which was increased to 15% only after I requested 20%.
I cannot comment on the quality of the bracelets because they never arrived. My review concerns Totwoo’s delivery, communication and refund process. Based on my experience, I would not order from Totwoo again, and I stand by my one-star rating.
Response from TotwooAug 11, 2026
Dear Valued Customer,
First and foremost, we want to offer our deepest and most heartfelt apologies for the frustrating, disappointing experience you went through with your Totwoo Sun & Moon bracelets order 🫂.
We would like to share a clear, full explanation of what happened behind the scenes, to help you understand the series of unexpected issues that unfolded with your international shipment to the UK. When your parcel was first handed over to Evri for last-mile delivery, the carrier officially reported that the delivery was returned to them due to a missing or incomplete detail in the address, which made it impossible for their drivers to complete a successful drop-off. Since this was an international cross-border shipment, the returned parcel did not go directly back to our original dispatch warehouse — it was rerouted to our partnered local logistics hub in the UK, and the return transit and processing there took far longer.
When we first reached out to you to reconfirm your delivery address, we had hoped to catch any small typo or missing detail that might have caused the initial failed delivery. When you sent back the exact same address you had used for your original order, our team immediately recognized that there was no error on your end. That is why we suggested you share an alternate backup delivery address, to avoid running into the exact same carrier address issue a second time, and make sure your meaningful bracelets could reach you smoothly. At that point, we also offered you a 15% refund on your order value as a goodwill gesture, alongside arranging a free re-dispatch of your bracelets, to make up for the delays and frustration you had already faced. We completely respect and understand that you had lost confidence in the delivery process by that point, and chose to decline the re-dispatch option to request a full order cancellation instead.
As per our standard international shipping rules, if an abandoned international parcel is not arranged for a second re-dispatch within the required time window, the local logistics provider will dispose of the item automatically. Even though we no longer had the physical parcel to recover and resell, our team still prioritized your experience and moved forward with processing your full order cancellation as you requested.
The £1.62 GBP charge you noticed that was initially not included in your refund is a shipping protection fee you paid to a third-party insurance provider, not to Totwoo directly ✉️. This policy activates the moment your order is marked as dispatched from our warehouse, and per the insurance provider’s terms, this fee is non-refundable once coverage has started. Even so, after you reached out to us to challenge this remaining charge, our team made the decision to absorb 100% of this cost on our end, rather than passing this non-refundable insurance fee on to you. We processed the full complete refund for every penny you paid, covering even that insurance cost, because we knew you never received your items and you should never have to pay any extra fee for a delivery that never reached you.
We know that none of these explanations can erase the weeks of stress, the repeated requests for the same address, or the letdown of missing out on that special, meaningful moment you had planned for your partner 💔. Your feedback is incredibly valuable to us.
We truly appreciate you taking the time to share this honest, detailed feedback with us, even after your frustrating experience. It is customers like you who push us to become a better, more thoughtful brand that lives up to the meaningful, romantic promise of our touch bracelets.
Best Regards,
Totwoo customer service
GA
Gemma Ann S.
Wow! Excellent customer service
Wow! Thank you so much! Totwoo offer excellent customer service. I am very satisfied with the standard of communication and customer experience.
Thank you for your kindness and attentive and polite customer service and swift resolution to any issues.
Fast delivery and packaged well.
You've just made me feel that you care about your customers!
Response from TotwooAug 10, 2026
Dear Valued Customer,
Reading your beautiful, heartfelt review just lit up our entire office and put a huge smile on every team member’s face 🥰. There is no greater reward for us than knowing you felt our genuine care, enjoyed our attentive, polite communication, and got your issues resolved quickly and smoothly.
We are also absolutely thrilled that you loved our fast delivery and carefully packed parcel — every little detail of our service is designed to make you feel valued, not just as a customer, but as a part of our warm Totwoo family.
Thank you so much for taking the time to leave this lovely feedback, it means more to us than you can imagine. We can’t wait to keep bringing you sweet, connected little moments with your bracelet in the days ahead ✨.
With all our gratitude,
Totwoo customer service
FR
Franka
Ordered on the first of February
Ordered on the first of February, paid, but never received my order. No possible way of reaching out to the company. I want my order or my money back.
Response from TotwooAug 5, 2026
Dear Customer,
We are very sorry to hear about your negative experience. We take all customer concerns seriously and want to help you resolve this immediately.
All orders placed on our official website are processed and shipped within 48 hours. To investigate your specific case, could you please provide your order number and the email address used for the purchase? This will allow us to check our system and understand what happened.
If it is indeed an order from us, we will do everything possible to find a solution for you. At the same time, we are concerned that you might have been misled by a fraudulent seller. Please provide the details as soon as possible so we can verify and assist you properly. 🕵️♀️
Best regards,
Totwoo customer service
RC
Robert C.
Bought a bracelet and strap snapped had…
Bought a bracelet and strap snapped had replaced straight away nomproblems
Response from TotwooJul 31, 2026
Dear Customer,
We were absolutely over the moon when we saw your lovely positive review just now 🥰! It made our whole team’s day to know that even when your bracelet strap unexpectedly snapped, our quick replacement service helped you enjoy a totally smooth, zero-hassle experience with no extra troubles at all ✨.
Fast, thoughtful after-sales support that makes every customer feel cared for is always our top priority, and your kind recognition is the sweetest reward we could ever ask for 🎁. Thank you so much for taking the time to share your feedback! We can’t wait to bring you more beautiful, well-crafted jewelry pieces to light up your daily moments soon 💖.
Best regards，
Totwoo customer service
