Reply 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
