Fair help when something is wrong.

Report a problem

Email support@cartoftwo.com within 14 calendar days after delivery. Include your order number, a clear description, and photos or video showing the product, packaging, shipping label, and problem. Video may be required when a photo cannot show the fault.

The 14-day reporting window helps us preserve carrier and fulfilment claims. It does not remove any non-waivable rights you have under applicable law.

Covered problems and remedies

• Badly damaged or materially defective product: free replacement or full refund after verification.
• Partially damaged product: replacement, replacement part, partial refund, or full refund where the defect makes the product unusable.
• Incorrect product or a functionally important missing part: replacement or full refund.
• Wrong size or colour sent compared with the confirmed order: replacement or refund after verification.
• Transit loss or unresolved non-delivery: replacement or refund after the carrier investigation confirms the claim.

Damage limited to disposable outer packaging, minor wrinkles, or small cosmetic marks that do not affect the product may not qualify for a full refund.

Delayed, missing, or marked-delivered parcels

Contact us when tracking stops updating or the delivery estimate has passed. A final lost-parcel investigation can take up to 45 days from dispatch for a United States order or 60 days for a Canadian order. If tracking says delivered but the parcel is missing, we may ask for written non-delivery confirmation from the carrier or local post office.

Return authorization

Do not return a product until support provides written authorization and instructions. If a return is required, post it within 14 calendar days after authorization and send us the tracking number. The authorized return address is Jämeräntaival 11 M, 02150 Espoo, Finland, unless support gives a different destination for that claim.

Cart of Two pays or reimburses reasonable authorized return shipping for a verified damaged, defective, incorrect, or materially incomplete product. A return is often unnecessary when sufficient evidence proves the problem.

Change of mind and customer-caused problems

Non-defective change-of-mind purchases are final unless mandatory law requires otherwise. Refunds or free reshipment are normally unavailable when the customer ordered the wrong item or variant, supplied an incorrect or incomplete address, refused delivery, failed to collect the parcel, or did not complete required express-shipping customs steps.

Cancellation requests

You may request cancellation within two hours of purchase. Fulfilment can begin immediately, so cancellation is not guaranteed after payment and is unavailable once processing or dispatch prevents it.

Refund timing

Approved refunds are issued to the original Stripe payment method within 14 days after we receive the returned goods or acceptable proof of shipment, depending on the resolution. Your bank or payment provider may need additional time to post the credit.

Cancellation or withdrawal notice

Where applicable law gives you a withdrawal right, email support with your name, order number, order date, delivery date, products concerned, and an unambiguous statement that you withdraw from the purchase. We will acknowledge the request in a durable form.