TotwooReviews of totwoo.com

Response from TotwooOct 4, 2026

Dear Customer, Thank you for sharing your honest feedback 😔 We do offer a 30-day free return policy: if your product has confirmed quality issues, we will fully cover the return shipping cost. For personal reason returns, you will only need to take charge of the return shipping fee and related customs duties and taxes. We are continuously working to simplify our return process, to make it more convenient and worry-free for every customer. If you need further help with your current return case, please contact us directly, and we will work out a proper solution for you 💙 Best regards Totwoo Customer Service

Response from TotwooSep 30, 2026

Hi there, We are deeply sorry for the terrible frustration and long wait you have experienced with your return process 😔. Please rest assured: our return rule counts from the exact date you first submitted your return request. As long as you raised the claim within 1 month after receiving the items, we will fully support your return, you never need to worry about missing any return deadline ✅. Could you please share your order number with us? We will look into your specific situation right away and assist you to finish the return smoothly 🤗. Best regards, Totwoo customer service

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

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

Response from TotwooJun 18, 2026

Hello, Thank you so much for taking the time to share your honest feedback with us. 🙏 We truly appreciate your detailed review, and we are sincerely sorry to hear that your bracelet experience has been frustrating so far. Please know that your voice matters to us, and we are not going to let this go. We completely understand how disappointing it must be when a product doesn't work as expected – especially on the very first day! 😔 That is absolutely not the experience we want for any of our customers, and we take your concern very seriously. We'd like to let you know that we have already sent you a detailed troubleshooting guide via email 📩, which covers the most common solutions for the connectivity issues you described. In the majority of cases, these problems are caused by permission settings on the phone – which need to be configured correctly for the app to communicate with the bracelet reliably. However, we also know that different phone models may require additional or unique settings – for example, some brands like Xiaomi, Huawei, or Samsung have their own aggressive battery-saving features that can block the app from running in the background, even when all standard permissions are enabled. This is exactly why the one-size-fits-all solution may not work perfectly for your specific device. That's why, in addition to the steps we've already sent, we need a bit more information from you so that our technical team can provide you with a tailored, perfect solution that actually works. Please rest assured: our team will stay with you every step of the way until this is fully resolved 🤝. We don't give up on our customers, and we won't give up on you. Also, we want to remind you that your product comes with a full one-year warranty 🛡️. If the issue turns out to be a defect, we will take care of it – no questions asked. Our commitment to you doesn't end at the sale; it's just the beginning. 💪 Warm regards, Totwoo customer service

Response from TotwooJun 2, 2026

Hello, Your refund has been processed and will be in your account within 3–5 business days. We'd love to clear up any confusion, because your satisfaction truly matters to us. When you first returned the package, we didn't receive a tracking number, so we had no idea it was on its way back. Later, a dispute was opened. We reached out asking for the tracking number. Here's where it got tricky — the carrier delivered your package to the wrong address! Our warehouse never received it. Once we got your tracking number, our team searched door to door and finally found your package. It took a lot of time and effort. The thing is, once a dispute is submitted, there's simply no refund button on our end 🚫 We couldn't process the refund even though we wanted to — we could only wait for the platform's review. The moment we saw your email today, we issued the refund right away. Even though we won the dispute, we still chose to refund you — because resolving this for you was our top priority. We hope this makes everything clear! If you have any questions, we're always here to help 💛 Warm regards, Totwoo customer service

Response from TotwooMar 30, 2026

Hello, First and foremost, we sincerely apologize for the unexpected £59 DHL shipping fee you encountered. 🙏 We completely understand how frustrating this additional charge must be, especially after you’d already paid £27 for shipping and £124 for your bracelets. This is not the experience we want for our valued customers, and we take full responsibility for addressing this issue promptly. Typically, when we ship orders using our standard delivery service, customers do not face extra charges upon delivery. However, in your case, DHL applied an additional fee, likely due to stricter-than-usual customs inspections during transit. While this is rare, we acknowledge that it caused significant inconvenience, and we’re committed to resolving it. To our knowledge, this is the first time we’ve encountered such a situation with DHL, but we’re treating it as a priority to prevent future occurrences. Our Actions to Resolve This We’ve Contacted DHL Immediately 📞 Our team has reached out to DHL to investigate why this charge was applied and will pay this extra fee for you.. We’re pushing for a swift resolution and will keep you updated every step of the way. We truly appreciate your patience as we work to resolve this. Your trust means everything to us, and we’re determined to make this right. If you have any questions or concerns in the meantime, please don’t hesitate to reach out—we’re here to help! Once again, we’re deeply sorry for the stress this caused. Thank you for giving us the chance to improve and for your continued support. Warm regards Totwoo customer service

Response from TotwooMar 19, 2026

Hello, First and foremost, thank you so much for sharing your experience with us—and we’re truly sorry for the shock and disappointment you felt when your package arrived containing car jumpers instead of the beautiful sun and moon bracelets you were expecting! 😔💔 We completely understand how frustrating this must be, especially since these were a heartfelt birthday gift from a loved one. You deserved a seamless, joyful experience, and we’ve clearly fallen short. Please know we’re taking this very seriously and are committed to making it right. Our warehouse team did not pack or ship any car jumpers—your original order was prepared with care and sent directly to our shipping partner. The issue likely stems from a mix-up by the transportation provider during transit, where your package may have been accidentally swapped with another shipment. While this is rare, we acknowledge that the end result is unacceptable, and we’re deeply sorry for the inconvenience this has caused. Here’s How We’ll Fix This Immediate Replacement: We’ll expedite a new order of the sun and moon bracelets at no cost to you. Tracking & Updates: You’ll receive a new tracking number via email as soon as the replacement ships, along with regular updates until delivery. We’ll also follow up personally to confirm everything arrives perfectly. Next Steps No action needed from you—we’ve initiated the replacement process and will handle everything from here. Expect an email from us within 24 hours with your new tracking details. Your satisfaction is our top priority, and we’re heartbroken that we’ve let you down this time. 💔 Thank you for your patience and understanding as we work to resolve this. We’re confident that with your support, we can regain your trust and deliver the exceptional experience you deserve. If there’s anything else we can do to make this right, please don’t hesitate to let us know—we’re all ears! 😊 Warm regards, Totwoo customer service