Frequently Asked Questions

Frequently Asked Questions

What exactly is TWOCRUSH?

TWOCRUSH is a shop specializing in the selection and sale of pre-loved and vintage clothing and accessories from luxury and high-end brands. We work with unique pieces, chosen individually, inspected, and prepared with the utmost care so they can continue writing their story in a new wardrobe.

Are the clothes new or second-hand?

Most of the clothing and accessories you'll find at TWOCRUSH are pre-loved or vintage. This means they've had a previous life, although in many cases they're in excellent condition or show very few signs of wear. New, unused items will be clearly indicated on the product page.

How do you guarantee the authenticity of the garments?

Each item undergoes an internal verification process before being offered for sale. We review labels, materials, patterns, finishes, and details characteristic of each brand and era. We only add to the catalog those garments whose authenticity we can rigorously guarantee. If there is any reasonable doubt, the garment will not be offered on the website.

How would you describe the condition of the clothes?

The product description indicates the overall condition of each item and, where relevant, honestly notes any minor marks, signs of wear, or characteristics resulting from its age. Our goal is for the customer to receive what they expect: a garment with a history, but well-cared for and ready to continue being worn.

How can I tell if a garment will fit me in the right size?

In addition to the label size, we describe the estimated fit and, whenever possible, include hand-measured measurements in centimeters. We recommend consulting the Size Guide available on the Website and comparing the measurements to a garment you already own. If you have any questions, please contact us with the garment's link and your usual size so we can assist you.

Where do the clothes come from?

We work with specialized networks for pre-loved and vintage luxury clothing, including Prato, one of Europe's leading centers for the classification and circulation of high-end garments. From this source, our team selects only those pieces that meet the quality, style, and condition standards we demand for TWOCRUSH.

What payment methods can I use?

During the checkout process, you'll see the available payment methods, including debit and credit cards and certain compatible digital wallets. All payments are processed through secure external payment gateways. You can find detailed information on the Payment Options page of the website.

How do you handle shipments and how long does it take for orders to arrive?

Once your order is confirmed, our team performs a final quality check and prepares your shipment in our exclusive TWOCRUSH packaging. Delivery times and available destinations are detailed in our Shipping Policy. After we hand your order over to the shipping company, we will email you the tracking number and the information you need to check the shipment status.

What happens if my order is lost in transit?

If the tracking indicates a problem or the shipment doesn't arrive within a reasonable timeframe, you can contact us so we can open an investigation with the carrier. If the shipment cannot be located after this investigation, we will offer a suitable solution depending on the situation: reshipment (if available) or a full refund.

What happens if I entered an incorrect address?

If you notice an error in the address, please let us know as soon as possible. If the shipment has not yet been delivered, we will attempt to request a correction or redirection from the carrier. If the package is already being returned, we can arrange a new shipment once it is received back, although additional costs may apply depending on the circumstances.

What happens if my order is delayed?

Delivery times are estimates and may be affected by the carrier's operational circumstances. If a significant delay occurs, we will open a support ticket to obtain updated information and will keep you informed until the issue is resolved.

What do I do if my order arrives damaged during transport?

If the packaging or the item shows damage attributable to shipping, please contact us as soon as possible, attaching photographs of the outer packaging (with the label visible), the inside of the package, and the damage to the item. After reviewing the damage, we will offer the appropriate solution (replacement where possible or refund).

Can I return a product if I'm not satisfied with it?

The customer has the options of withdrawal, exchange, or refund provided by applicable regulations and by TWOCRUSH's Returns and Exchanges Policy. Before requesting a return, we recommend that you read this policy, which explains the deadlines, conditions, and procedure to follow.

How should I care for clothes purchased from TWOCRUSH?

Many of our pieces are made with fine or delicate materials. Therefore, we have created a specific garment care guide, detailing general recommendations and guidelines for each type of fabric. You can consult it on our website, and if you have any specific questions about a garment, please contact us for assistance.

What is the TWOCRUSH Club and how can I become a member?

The TWOCRUSH Club is a private circle for clients who share a vision of pre-loved fashion and understated luxury. Members have preferential access to select pieces, early access to new arrivals, and exclusive communication channels. Club membership is linked to a relationship with the brand and the purchase of certain items; you can find more information in the TWOCRUSH Club section of the website.

How can I contact you if I have another question?

If you need additional information about a product, an order, or any of our policies, you can contact us through the website's contact page or via the email address provided for customer support. Our team will review your inquiry and respond as soon as possible.