Help Center

How can we help you?
In this section you will find answers to the most questions that may arise regardless of whether you are already registered on the marketplace or not.

Creating your Account on Twoosk Marketplace will allow you to take advantage of several benefits such as:

  • Manage Data. You will be able to manage and edit your personal information
  • Check the status of your orders. You will be able to track the payment and delivery status of all your orders, as well as follow your packages directly from your account
  • Fast Checkout. Placing an order will be much quick and effortless because you no longer need to fill in the delivery information at checkout
  • Order History. You can access your order history
  • Favorites List. You can save products you want to purchase to your favorite list
  • Compare List. You can compare products and prices from different sellers
  • Direct Messaging with Seller. Contact a seller through the product information page and you will be able to receive and reply to his messages directly from your account.
  • Access Electronic Invoices. You will be able to download your electronic invoice directly from your account.
  • Personalized offers. You are always up to date with the latest promotions.
  • Reviews. For each one of your orders you can rate the ‘Product’, ‘Shipping’ and ‘Seller’.

To create a Buyer Account:

1. Visit Create an account page on the Account menu of our Website.

2. Enter your details and click ‘Create Account’.

After you click ‘Create Account’, your account on Twoosk Marketplace will be automatically created, and you will receive an email with a confirmation link.

3. Confirm your email

Note: Alternatively, you will also be given the opportunity to create an account during checkout, by entering and confirming a password.

To create a Seller Account:

You can set up a seller account by creating one or by converting your buyer account.

1. Visit the Sell Products page on the Account menu of our Website

2. Click ‘Start Selling Online’ button

3. Enter the requested details

Also check:

'How to become a seller on Twoosk Marketplace?' 'I want to sell. Can I upgrade my buyer account to a seller account?'

A strong password helps protect your account, here are some tips:

  • Make it unique. Use different passwords for each of your online accounts.
  • Make it unusual. Create passwords that are hard to guess and do not use personal information, such as your name or your company´s name.
  • Make it complex. Do not use sequences of letters or numbers.
  • Make it diverse. Include upper-case and lower-case letters, numbers, and symbols.

In certain places on Twoosk Marketplace you will be asked to click a checkbox to confirm I'm not a robot, for example on ‘create account page’ or ‘reset password page’.

This is used to protect and secure websites from spam and abuse, preventing data from being sent by a machine or program impersonating a page user.

The “I’m not a robot” checkbox clicker is the most common reCAPTCHA (Completely Automated Public Turing test to tell Computers and Humans Apart) turing test to tell humans and bots apart.

Please check the following:

  • Make sure you have confirmed your email through the confirmation link that was sent to the email address you provide us, or
  • Make sure you are using the correct email address and password. You can always create a new password on the Forgot your password? page.

If you have tried the above and still cannot sign in, please contact our Customer Care team at help@twoosk.com with your email address and we will look into the problem for you.

No. A Twoosk Seller Account and a Twoosk Buyer Account are two different types of accounts, each of them has its own specificity and are subject to a different registration process.

However, if you have a Buyer Account and you are also the owner or employee of a legal business entity and you would like to start selling at Twoosk Marketplace, you can convert your Buyer Account into a Seller Account. A Seller Account will allow you to conduct both sales and purchase orders on behalf of your employer.

If this is your case, also check the following FAQs:

I want to sell. How can I upgrade my buyer account?

What email address should I use to register for a Twoosk Seller Account?

How long will it take for my seller account application to be approved?

Before you decide to contact us, visit and browse through Twoosk Help Center. The questions addressed there answer many common problems.

If you couldn´t find an answer for your problem in our Help Center articles you can contact our friendly Customer Care team at help@twoosk.com.

We will be more than happy to assist you!

Simply go to the Account icon on the Website, click in ‘Sign in’ and fill in your email and password.

If you wish your sign in details to be remembered next time you visit Twoosk Marketplace, just check the ’Remember me’ box.

Please check the following:

  • Confirm you are using the correct email address and password. If you think you have forgotten your password, simply follow the Forgot your password? link on the log in screen, or
  • Try logging in using a different browser.

If you have tried the above and are still experiencing problems, please contact our Customer Care team at help@twoosk.com with your email address and we will look into the problem for you.

Twoosk Marketplace Website uses SSL Certificate to provide a secure SSL connection from a web server to a browser. This SSL Certificate activates the padlock and the https protocol, protecting your information.

To make sure that the data you enter when logging in will be secure, always check that the connection is encrypted. In each browser, next to the address bar, you will find a padlock, to check if the page is secure, click on padlock, a new browser window will appear with detailed information about the certificate. Make sure the certificate has been issued for Twoosk Website.

An example from the Chrome and Edge browser:

To change your password, you will need to ‘Sign in’ to your account. From your account page:

1. Go to the Account icon menu, on the right top corner > Select Account

2. Click 'Edit' on the top right corner

3. Change Password. You will need to enter your current password and set a new Password.

4. Save

In order to confirm the ‘Change Password’ data you will be asked to sign in to your account using your new password.

To reset your password, simply follow the 'Forgot your password? ’ link on our sign in page and enter your email address. You will then receive an email with a link to reset your password.

After entering and confirming your new password, you will be able to enjoy the benefits of your Twoosk account again.

Whether you have a Twoosk Account for business purchases or you also have physical products and would like to offer them to other businesses, your account information can be managed from your account page.

To access and manage your account information, you will need to 'Sign in' to your account by clicking on the Account menu of our Website.

Please find below a list of data and features you can manage, as well as instructions to access it.

User Profile and Security: To change your personal details, including your password.

From your account page navigate to the Account icon menu on the right top corner > Select Account

Except for “Change Password”, the data changes instantly in your account without the need to reconnect to your account.

Also check:

'How to change my password?'

Addresses: To manage your addresses and delivery options.

From your account page navigate to Marketplace menu, on the left side > Select Addresses

Also check:

'How can I add and manage addresses?'

Orders: To view your order history and check the status and details of your orders.

From your account page navigate to Marketplace menu, on the left side > Select Orders

Company Profile: To view and edit your company profile.

From your account page navigate to Settings menu, on the left side > Select Company Profile.

Users: To view and edit a user profile.

From your account page navigate to Settings menu, on the left side > Select Users.

You will see a list of individuals associated with the Account.

Also check:

'How can I invite additional users to the account?'

For a Seller Account:

If your account is a Seller Account, you will have access to an additional suite of tools and features optimized to help you build, manage, and grow your business. Please find below a list of data and features you can manage as a Seller, as well as instructions to access it.

Products: To create, edit and publish products.

From your account page navigate to Marketplace menu, on the left side > Select Products.

You will see a list of all products created.

Warehouses: To create and edit your warehouses.

From your account page navigate to Marketplace menu, on the left side > Select Warehouses.

You will see a list of all the warehouses associated with the account.

Inventory List: To have access to your inventory list, allowing you to quickly perform inventory adjustments, update product prices or set up promotions.

You will see a list of all products created.

Promote: To view and create Promo codes.

From your account page navigate to Marketplace menu, on the left side > Select Promote.

Payment: To view your payment list.

From your account page navigate to Marketplace menu, on the left side > Select Payment. You will see a list of all your payments and account balance.

Subscription: (If applicable) To view your subscription Plan.

From your account page navigate to Settings menu, on the left side > Select Subscription.

To edit addresses and delivery preferences, you will need to sign in to your account by clicking on the Account menu of our Website.

Go to the Marketplace menu, on the left side > Select Addresses

From the addresses page will be able to:

  • Add a new address by clicking on the ‘New Address’ button on the right top corner.
  • Edit a delivery addresses by selecting from your addresses list the address you would like to edit. On the top right corner click ‘Edit’ to change your address or click ‘Set as Default’ to make it your primary address.

When you find a product you want to buy you can add it to your shopping Cart by clicking on the ‘Add to Cart’ button in the product information page.

This product will then be added to your shopping Cart, and you can continue shopping or proceed to checkout.

Please note that, products on your shopping cart will not be reserved from stock until you have placed an order for them.

A favorite list allows you to save a collection of required products without the need to purchase them. Save them to your account and return later.

To have access to your favorite list, follow the steps below:

1. Go to my Account

2. Click in “Favourites”

A Compare list allows you to compare products details, such as the price or the Seller. Save them to your account and return later.

To have access to your compare list, follow the steps below:

1. Go to my Account

2. Click in “Compare list”

Your order history will be stored for as long as your account is active.

Yes, your Twoosk Account supports multiple users, allowing you to invite buyers from your company to the account. After being added, they will be able to place orders on behalf of the company using one single account.

Each user will have his own log in details.

Also check:

'How can I invite additional users to the account?'

To invite a new user to your account, you will need to sign in to your account by clicking on the Account menu of our Website.

1. Go to Settings Menu, on the left side of your account page > Select Users

2. Click ‘Invite New User’, on the right top corner

3. Enter the new user details, including his email address and company´s role

4. Click Save

An email will be sent to the email address of the user you would like to add. The invitee will then need to confirm the invitation by setting up his log in details.

Please note that an email address may only be associated with one account at a time. Email addresses already associated with another business account must be removed from the other account before being added. If this is your case, please contact us at help@twoosk.com.

Use an email addresses that are not already associated with another Twoosk account.

No. Each account can only match one Company. In addition to the user profile, you can set up the Company´s Profile on your Account settings.

However, if you have multiple companies you can store multiple delivery addresses in the account. For each address included in your addresses list you can specify the company´s name, phone number and email to be use in respect to delivery.

Yes, by submitting a request to Twoosk.

If you need to change the e-mail address associated with your Twoosk Account, you will need to contact us at help@twoosk.com with your email address and we will look into this for you.

If you want to close your Twoosk Account, you will need to contact us at help@twoosk.com with your email address and we will look into this for you.

At the bottom of applicable emails, you can select click 'here' to Unsubscribe.

Twoosk Marketplace Website uses SSL Certificate to provide a secure SSL connection from a web server to a browser. This SSL Certificate activates the padlock and the https protocol, protecting your information.

To make sure that the data you enter when logging in will be secure, always check that the connection is encrypted. In each browser, next to the address bar, you will find a padlock, to check if the page is secure, click on padlock, a new browser window will appear with detailed information about the certificate. Make sure the certificate has been issued for Twoosk Website.

An example from the Chrome and Edge browser:

If you receive an unlawful message or if you noticed a suspicious activity on Twoosk Website, please report it to us by sending an email to gdpr@twoosk.com. Please describe the situation, when applicable, you can attach screenshots to help us identify the situation reported.

We will review each report and take the appropriated steps.

Transactional Emails

You can expect to receive communications related to the occurrence of a specific transaction that took place between you and Twoosk Marketplace. These are automated emails that are triggered by events, interactions, or preferences within a service.

For example, receipts or confirmations emails when placing an order; emails explicit requested by the user, emails notifications related to changes in your account or emails from support or feedback requests.

Marketing Emails

You should also expect to receive emails related to marketing campaigns or news in the telecommunications sector.

For example, if you subscribed to Twoosk Newsletter or Twoosk Blog.

As a visitor to our Website, information about yourself are collected when you provide it to us, as a result of your access to our Website and your interactions with the Marketplace services and products.

This will normally happen when you:

  • Register for an account on our Website,
  • Subscribe a service on our Website
  • Establish a contractual relationship with Twoosk
  • Place an order for products,
  • Fill any online forms (contact us form, registration form, shipping information form or surveys),
  • Sign up to receive our newsletters and special offers or enter a promotion,
  • Participate in social media functions with our Website, or
  • Contact us (by email, telephone, live chat, social media or otherwise) to request specific information.

We collect data to ensure the proper functioning of the Website as well as improve our services and, to optimize your experience.

For further details about the information we collect from you, please read the relevant section of our Privacy Policy .

The personal data we received from users of the website is used for several different purposes, such as:

  • To register and administer your Twoosk Account, or
  • To receive and process your orders and payments, or other service you requested through our Website, or
  • To deliver your goods and provide you with the right services, or
  • To protect your security and the effective functioning of the Website from any fraudulent behavior or abuse, or
  • To administer and maintain our business operations and optimize our Website and our Services for you, or
  • To analyze our performance, by carrying on researches, analysis, enquiries and surveys on your use of our website, so we can identify errors and build new features
  • To recommend and advertise products, features and services that might be of interest to you, as well as send you relevant marketing communications about our sellers’ products and personalized offers or,
  • To provide you a more personalized experience on the Website and make it easier to use, by identifying your preferences
  • To communicate with you in relation to Twoosk Marketplace

For further details about how we use the information we collect, please read the relevant section of our Privacy Policy .

To enable our systems to recognize your browser or device and to provide our services to you, we use cookies.

For further details about what cookies we use and how we use, please read the relevant section of our Privacy Policy .

The data collected by Twoosk is securely stored and we take the appropriate precautions to keep your personal details safe.

We do not hold your payment details, we only transfer them to our authorized payment processor, Stripe, who handled and protect them. Every transaction you make through Twoosk Secure Checkout is protected with data encryption and monitored to prevent fraudulent activity and identity theft.

Some of the measures we take to keep your data secure include:

  • Use of Secure Sockets Layer (SSL) software, which encrypts information you share with us.
  • Use of a Transport Layer Secure (TLS) to encrypt the personal data that you send us during the process of checkout and submit an order, this includes any financial information such as credit or debit card details that are transferred to our payment providers;
  • We do not keep details of your credit or debit card
  • We perform regularity monitoring actions on its servers and IT systems to avoid and identify possible vulnerabilities and attacks.

For further details about how we protect your data, please read the relevant section of our Privacy Policy .

There are circumstances where Twoosk reserves the right to disclose or share your personal information with carefully selected third parties with whom we work with. In any such case, we do not sell your information to others.

This includes the following situations:

  • Business Sellers, from whom you purchase the products through our Marketplace, or
  • Service providers, we rely on to assure the proper function of our Website and services, or
  • Legal requirements, with which we need to comply on, or
  • Marketing advertising, for the purpose of running marketing campaigns, or
  • Business Reorganization, as a result of a corporate transaction to the extent permitted by law.

For further details about who we share your data with, please read the relevant section of our Privacy Policy .

To have your personal data deleted from Twoosk Marketplace, you will need to request it, by emailing us at gdpr@twoosk.com with your email address.

You have direct access to most of your data through your Twoosk account by clicking on the Account menu of our Website. From your account, you can change and update your personal information whenever you want.

To request personal data that is not available through your Twoosk Account you will need to email us at gdpr@twoosk.com with your email address, indicating the information you'd like us to send. Your request will then be verified.

On our help center you will find information on how to access and manage your data.

At Twoosk Marketplace you can create your own seller shop in a specialized telecommunications business-to-business Marketplace. Twoosk Marketplace platform gives you the opportunity to create or strength your digital presence by allowing you to build your e-commerce business, access new markets and reach new business customers.

What is a Seller Shop?

A seller shop is an easy way to display and sell your telecom products online to a global scale audience. With Twoosk Marketplace you can set up your digital store on our platform and open a new online sales channel for your products in a telecom specialized Marketplace.

You have access to a dashboard specifically designed for business sellers and benefit from a suite of tools and features optimized to help you build, manage, and grow your business.

Your shop gives you the ability to customize your business offers and communicate directly with your customers, including the possibility to answer to quotations in the Marketplace and help your customers find the products that are right for them.

Twoosk team will support you in every stage of your business.

What types of seller shops can I find on Twoosk Marketplace?

Twoosk Marketplace currently offers two seller shop models, the Subscription Model, and the Overstocks Business Model (OS Business Model).

The Subscription Model is a monthly fee-based model while the OS Business Model is a sales fee-based model specifically thought to support overstocks management. Please find below the main features for both models.

How does Subscription Model works?

The account package available under the subscription model is the Starter Pack, a monthly fee-based package.

To know more about the Starter Pack features, benefits and conditions as well as the onboarding process please contact our Customer Care Team at help@twoosk.com.

Who should use OS Business Model?

The OS Business Model was specifically designed for businesses in the telecom sector who struggle with overstocks.

If you have products heaping in your warehouse or unused long tails products from overstocks and need help selling them, then OS Business Model is Twoosk Marketplace seller shop for you.

We give a new life to overstocks by matching business opportunities and avoiding the waste of resources.

How does OS Business Model works?

Within the OS Business Model, shops will be run on sales fee-based, no subscription will be asked upfront to access Twoosk Marketplace.

Twoosk offers our sellers/partners the following choice of account packages in OS Business Model. Each package has its different levels of need.

To know more about the Overstocks Business Model account packages as well as the onboarding process please contact our Customer Care Team at help@twoosk.com.

The Starter Pack is a seller shop pack with must-have features specifically made available to develop a new online sales channel for your company on Twoosk Marketplace.

The Starter Pack is a subscription model seller shop.

To learn more about Twoosk Marketplace seller shops, including the Starter Pack, check About Twoosk Marketplace Seller shops.

Any type or size of legal business in the telecommunication industry, whose place of business is established and located within the European Union.

If your place of business is located outside the European Union and you are interested in registering for a Twoosk Seller Account, please email us at help@twoosk.com and we will analyze your case.

To become a seller on Twoosk Marketplace you will need to register for a seller account.

1. Create a seller account by entered your user and company data.

2. Account Approval. You will need to provide some business details for verification.

3. You will receive a confirmation email once we have successful verified your account.

4. Sign in and get started with your Account. You can now manage your account data, invite other users from your company, add products and start selling.

Please note: Twoosk will contact you if, for any reason, we were unable to verify the business details you provided in your registration.

No. A Twoosk Seller Account and a Twoosk Buyer Account are two different types of accounts, each of them has its own specificity and are subject to a different registration process.

However, if you have a Buyer Account and you are also the owner or employee of a legal business entity and you would like to start selling at Twoosk Marketplace, you can convert your Buyer Account into a Seller Account. A Seller Account will allow you to conduct both sales and purchase orders on behalf of your employer.

If this is your case, also check the following FAQs:

'I want to sell. How can I upgrade my buyer account?'

'What email address should I use to register for a Twoosk Seller Account?'

'How long will it take for my seller account application to be approved?'

Yes. If you have a buyer account on Twoosk Marketplace and you want to start selling your products, you can convert your buyer account into a seller account.

To upgrade your account, you will need to log in to your account by clicking on the Account menu of our Website.

  1. Go to Settings Menu, on the left side of your account page > Select Company Profile

  2. Click ‘Upgrade to Seller’, on the right top corner

  3. You will be contacted by our team as soon as possible to follow your request.

However, if the email associated with your buyer account is not your business email, we recommend you request us to change your email of your buyer account first, by emailing us at help@twoosk.com.

Also check:

'Can I change the email used to create my account?'

'What email address should I use to register for a Twoosk Seller Account?'

We recommend you use your work email address instead of a generic or personal one.

If you currently have a buyer account and you are converting this account into a seller account, you will use the same email address you have been using so far for your buyer account. However, if the email you are using is not your work email and you want it to be, then you will need to request us to change it.

Please check, 'Can I change the email used to create my account?'

It takes only a few minutes to fill out the ‘Create Seller Account’ registration form but, could take a few working days (normally up to three working days) until your account is verified by our team.

Please keep in mind that you might be required to send us some additional information, to confirm your access to the marketplace as a seller.

Yes, your Twoosk Account supports multiple users, allowing you to invite buyers from your company to the account. After being added, they will be able, for example, to placed purchase orders on behalf of the company using one single account.

Each user will have his own log in details.

Also check:

'How can I invite additional users to the account?'

To invite a new user to your account, you will need to sign in to your account by clicking on the Account menu of our Website.

1. Go to Settings Menu, on the left side of your account page > Select Users

2. Click ‘Invite New User’, on the right top corner

3. Enter the new user details, including his email address and company´s role

4. Click Save

An email will be sent to the email address of the user you would like to add. The invitee will then need to confirm the invitation by setting up his log in details.

Please note that an email address may only be associated with one account at a time. Email addresses already associated with another business account must be removed from the other account before being added. If this is your case, please contact us at help@twoosk.com.

Use an email addresses that are not already associated with another Twoosk account.

Yes. You can create more than one account on Twoosk Marketplace, however, please note that an email address may only be associated with one account at a time.

If you are creating a Twoosk seller account you will need to provide a VAT identification number, which is unique per company.

A Twoosk Seller Account will give you access to features that can help improve your business operations.

The main features are:

  • Fully functional online store
  • Transactional emails with buyers
  • Answer quotations in the marketplace
  • Unlimited Number of references allowed
  • Product creation through excel upload
  • Automatic Content Translations (Improve international performance through displaying products in other languages)
  • Online Push Notifications (Notifications to buyers relating to products, promotions, new Categories etc.)
  • Sales notifications via email and marketplace

Your subscription plan will be automatically suspended due to the lack of payment.

Nevertheless, if you do not want to renewal your subscription and would like to close your seller account, please email our customer care team at help@twoosk.com informing us of your intention and providing us with your email address and business name, before your subscription ends.

We will then initiate the process of removing your seller shop account and inform you of each step, but please keep in mind that you will still have the duty to fulfill any open orders or queries and you will still be invoiced for any outstanding fees.

There are two different ways to find products on Twoosk Marketplace:

  • By searching on the search bar.
  • By using filters.

Search bar

To search for a product on the search bar, please follow these steps:

1. Find the search bar at the top of every page.

2. Write words related to the product you wish to find, such as the name, part number, or brand.

Filters

To search for a product by filters, please follow these steps:

1. Select the category and subcategory of the product you wish to find via the drop-down menu under the search bar.

2. On the left side of the page, you will find the filtering options according to the subcategory you chose. Filters only require selection.

3. Click on the parameters that interest you. Each selected filter will trigger a new browsing on the products catalogue. You will only see offers and products that meet your requirements.

There might be several reasons for not finding the product you are looking for:

  1. Product is not published on the website yet but, is part of Marketplace portfolio.

  2. The combination of filters might lead to an incorrect query, like trying to find a fiber product inside coaxial category. Please clear all filters and start a new query.

  3. Product is not included on the Marketplace portfolio.

Each day we increase Twoosk Marketplace portfolio. Please contact our sales team at opportunities@twoosk.com and explain your needs.

We will be more than happy to help you!

If the website does not display properly or an error message appears, check if the same situation is taking place in a different web browser. If it turns out that the problem affects only one browser, the reason may be cookies and browsing data. In this case, please clear the cookies and the site data in the browser where the problem was detected.

After clearing open a new browser page.

Do not know how to clear cookies and site data? Check the relevant web browser support page.

If the problem persists, please contact our customer care team at help@twoosk.com with screenshots of the message error and describe us the situation.

You can find information about the products on each product page. There, you may find:

  • Datasheet & other relevant technical documents
  • Product specifications
  • Description
  • Offer details (total stock, picking time, where it ships from, and any applicable order restrictions)

If you need more quantity of a specific product, you can either contact the seller through the ‘Contact Seller’ button available in each product page or contact our sales team at opportunities@twoosk.com and explain your needs.

We receive new products on the marketplace every day and will be more than happy to help you!

We are an online Marketplace that allow you to search and purchase different products from different Sellers based in different countries.

To know where the product, you are interested in, is shipped from, check the product information page.

If you need additional information about a product, we recommend you to contact the seller through the ‘Contact Seller’ button available in each product page.

If you have already placed an order, Twoosk provides a customer support to all Marketplace customers, you can contact Twoosk Customer Care team at help@twoosk.com with any order queries.

Twoosk B2B marketplace is a global network of suppliers, each seller has his own business requirements. Some sellers might require minimum order quantities (MOQ) for a certain product while others might require a minimum order value per warehouse.

On the product page, you can see the offer details, and check if the product has any order restriction associated. To know where this information is, see the images below:

Example of a product with a Minimum Order Quantity (MOQ)

Example of a product with a Minimum Order Value

If a warehouse has a minimum order value and your order for the respective warehouse is under such threshold, an alert message will be displayed on your shopping cart, so you can decide to increase the order from that warehouse or eliminate the reference from your order.

The guarantee terms applied on the products listed on Twoosk Marketplace are provided by the Marketplace Seller.

You can check the guarantee period on the product page under the ‘Add to Cart’ and ‘Contact Seller’ button.

Although, the guarantee period may vary depending on which seller you are buying the products from, all sellers on Twoosk Marketplace are required to provide a minimum contractual period of guarantee of 6 (six) months from the date of delivery.

For refurbished products, the minimum contractual period of guarantee of 6 (six) months from the date of delivery does not apply.

For further information about Twoosk Marketplace Returns Policy and Guarantee terms please go to the Marketplace Terms & Conditions of Sale or contact the seller from the page of the product you are interested.

Yes. The products displayed on Twoosk Marketplace are physically in stock, therefore ready for immediate delivery. Our sellers update their stock availability regularly, however despite their best efforts to ensure it remains accurate at all times, it may occasionally happen some stock inaccuracy.

Also check:

‘The product I want has less quantity than I need. What should I do?’

You can contact the seller from the product page:

1. Click on the ‘Contact Seller’ button underneath the ‘Add to Cart’ button.

2. A pop-up window will open where you will need to fill the requested information as well as type your message. If you have a Twoosk account, you will be asked to log in to your account.

3. Click ‘Send Message’

If you have contacted the seller and they have not responded to you within a reasonable time frame, please contact our customer care team at help@twook.com outlining your question and we will look into it for you.

1. Look for the product you want to purchase. Use the search bar at the top of every page or explore by category via the drop-down menu under the search bar. On Twoosk Homepage you can also choose to explore the Week´s Deals, Overstock Opportunities, or latest offers.

2. Check the product Information page. When you find the product you would like to purchase, check the product and the offer details. If you need any additional information, you can ask the seller a question via the ‘Contact Seller’ button.

3. From the product page, select the quantity or the package you would like to purchase.

4. Click ‘Add to Cart’ button on the product page. The product will then be added to your cart.

5. Click either the ‘Secure Checkout’ button in the pop-up window or ‘Continue shopping’ if you want to add more products to your cart. Once you have finished shopping, click the cart icon in the top-right corner.

6. Enter your email address. If you already have an account and you are not logged in, you will be asked to log in to your account. If you don´t have an account, you can either place an order as a guest or create one at this stage by entering and confirming a password.

7. Enter your company and delivery details.

8. Click the ‘Proceed to Shipping’ button at the end of the page.

9. Select a shipping method and a payment method.

10. Review your order and entered details and click on the ‘Submit Order’ button.

11. We use Stripe to process our credit card payments, if chose to pay by card, after clicking on the ‘Submit Order’ you will be redirected to Stripe Checkout payment window. If you chose to pay through one of the other options available, you will have to proceed with your payment according to the payment method you chose.

12. We will confirm the receipt of your order via email and let you know when it has been shipped.

13. Let us know what you think by rating your experience. If you have a Twoosk account, you will be able to rate your seller, the shipping service, and the product directly from your order page.

You can also review us on Trustpilot and let others know you enjoyed your shopping experience!

Twoosk is an B2B online Marketplace that allows buyers to shop products from different sellers.

You can find the seller of a product from the product information page where it says ‘Sold by’ under the “Add to Cart” and “Contact Seller” buttons. You can also see the sellers’ profile as well as all its products by clicking on the seller’s name on the product page and a pop-up window will appear where you can view this information.

The seller’s identity will also be shown on the order confirmation page when you place an order.

Yes, you can place an order on Twoosk Marketplace, either as a registered user by creating an account, or proceed using our guest checkout.

However, please keep in mind that by creating an account you can have access to your own private dashboard where you have your information saved in our secured database and you can enjoy from several benefits, such as a faster checkout, among others.

Also check:

'Why create your Twoosk Account?'

If you could not buy a product added to your shopping cart, is either due to:

  • Product is out-of-stock. Products in your shopping cart are not reserved for you and are available for other people to buy.
  • Order restrictions. The product you wish to buy may be subject to a minimum order quantity (MOQ) or a minimum order value per warehouse.

If this was not the case, then please contact us on help@twoosk.com.

No. Twoosk is a business-to-business (B2B) Marketplace, therefore our focus is to target businesses and bring together buyers and Sellers in the B2B sector.

No, it is not possible to modify any details of your order after it has been placed, this includes any changes on the ordered products, the shipping and payment method as well as the delivery address.

If any details in your order are incorrect you must contact, as soon as possible, our customer care team at help@twook.com. Don´t forget to mention your order reference!

You can request us to cancel your order if you do not get your product within 30 days of buying it.

Also, you might be able to cancel your order or some of its products, without any cost, before the seller start preparing it. This will always be before you receive the shipping Confirmation Email relating to that product, but not necessarily up to that moment.

Contact our customer care team, as soon as possible, at help@twook.com, which will let you know if we were still able to cancel your order or it´s too late.

In Twoosk Marketplace you can shop in the following currencies:

  • EUR
  • USD
  • CHF
  • CZK
  • DKK
  • GBP
  • HUF
  • NOK
  • PLN
  • RON
  • SEK
  • UAH

To select the currency you wish to shop with go to the 'Language/Currency' drop down menu right next to the account icon menu on our Website.

If your local currency is not part of the above list, your order will be charged in EUR at an exchange rate applied by your bank processor.

Payments with credit card are processed by Stripe, which accepts credit card payments in more than 135 currencies.

For further information about Stripe supported currencies check supported currencies .

If you are a registered user, you can follow the payment and shipping status of your order as well as your order details from the “Orders” section of your account page.

As soon as your order is shipped you can follow the progress of your order through the tracking number which you can find on the order page.

Did you opt for a guest checkout? Don´t worry! You will still receive updates via email for every step of the way.

To see your order history, you will need to Sign in to your account, from your account page:

1. Navigate to the Marketplace menu, on the left side > Select Orders

2. Find the order or the group of orders you wish to see. You can use the search bar to find one single order or click on the filter options, right next to the search bar, to find several orders with a similar parameter.

Examples:

  • All orders with payment status pending, from the ‘Payment’ tab drop list select ‘Pending’.
  • All orders with shipping status delivered, from the ‘Shipping’ tab drop list select ’Delivered’
  • All orders placed between a certain date, from the ‘Date range’ tab select from the calendar the relevant interval of time.

3. Click on the order reference to see the order details.

From the relevant order on your orders page, you will be able to check the payment and shipping status of the order, the seller contact, or the location from where the items are being shipped.

From the relevant order on your orders page, you will be able to check the seller details and the location from where the products are being shipped.

Let us know what you think by rating your experience. If you have a Twoosk account, you will be able to rate your seller, the shipping service, and the product directly from your order page.

You can also review us on Trustpilot and let others know you enjoyed your shopping experience

If something didn't go quite right, contact our Customer Care team at help@twoosk.com, who will be more than happy to help you with any issue or question you may have.

Your payment is handled by Twoosk.com, who will then transfer the funds to the relevant Marketplace seller.

In Twoosk Marketplace you can pay for goods or services using diverse payment methods, from credit cards and bank-based methods to bank credit transfer please find below a list of payment methods you can choose from:

  • Visa
  • MasterCard
  • American Express
  • Google Pay
  • Multibanco (only available to Portugal)
  • iDEAL (only available to The Netherlands)
  • GiroPay (only available to Germany)
  • EPS (only available to Austria)
  • Przelewy24 (only available to Poland)
  • Bancontact (only available to Belgium)
  • Wire Transfer

Except for wire transfer, all payment methods are processed and powered by Stripe.

Stripe is one of the best-known payment gateway platforms, a secure online payment infrastructure, which allows you to pay or get paid quickly and easily using their world-class technology and encrypted for protection against fraud and other common issues.

Stripe has been audited by an independent PCI Qualified Security Assessor (QSA) and is certified as a PCI Level 1 Service Provider. This is the most stringent level of certification available in the payments industry.

We use Stripe to securely process all marketplace transactions, except the bank credit transfer.

During checkout, at the last step, if you choose one of Stripe´s payment options, such as payment with credit card, after submitting your order you will be redirected to Stripe platform to purchase the goods. You can see that after clicking the “Submit order” button, a checkout Stripe page will open and a Stripe transaction between you and Twoosk for the amount of the product plus shipping will take place.

When you enter your payment details, the payment will be authenticated, and the money will be transferred directly to Twoosk Stripe account. Your order will then be placed, and you will return to Twoosk order confirmation page.

Stripe takes security seriously. When you use Stripe to pay for goods on Twoosk Marketplace, we never see or have access to card data at all. Stripe protects your card and personal information and keeps them locked up safe.

All card numbers and personal information are encrypted for secure transactions.

Your order payment status is set as 'Pending' until we have received the payment confirmation, once confirmed it will be marked as Authorized.

For example, if you choose to pay with card, a real-time payment notification is triggered and the payment confirmation is immediate, however, if you choose to pay by wire transfer, the payment confirmation is delayed since it does not support immediate payment confirmation.

No, you cannot change the payment method once the order has been placed.

Yes. Twoosk is an online Marketplace that brings businesses together.

If you want your invoice to be a VAT compliant invoice you just need to fill your business name as well as the VAT identification number on the ‘Company Profile’ tab of your account page.

Alternatively, you can provide that information during the checkout process.

For transactions between European Union (EU) countries VAT will not be charged if you are a VAT- registered trader in the EU.

Your sales invoice will be sent to you by email.

Registered users will also be able to download (pdf format) their electronic invoices directly from their account. To do that, go to the relevant order on your orders page, then select ‘Actions’, on the top right corner > ‘Attachments’.

The Buyer is responsible for the payment of any import fees or customs duties associated with the country to where product(s) are being delivered.

If you are ordering products sold and dispatched from outside your country, please be aware you may be subject to import duties and taxes, which will not be estimated during the checkout process and therefore will not be applied to your order.

We recommend you contact your local customs office for further information about the customs policy applicable to your case at the time of entry, and to get a “landed cost estimate” before placing your order.

Twoosk Marketplace sellers are based within the European Union, but we are open to welcoming on board some overseas sellers as well.

If you have a promo or a discount code, you can apply it to your order at checkout. At the last step of the checkout process, right above the ‘Submit order’ button you will see the promo code tab. Please enter your promo code here and then click the ‘Redeem’ button next to it.

You can now submit your order!

Twoosk Marketplace may provide customers with Standard and Express delivery or Ground Transportation. The Ground Transportation shipping method applies to palletized loads.

Each dispatched package is provided with tracking ability or proof of delivery service.

Delivery times vary depending on dispatch and delivery address, as well as on the shipping method chosen by the buyer.

After picking and packaging, orders are dispatched Monday to Friday between 9am and 6pm and delivery time from dispatch takes an average of:

For parcels,

  • 1 - 2 business days, within the same country (domestic orders)
  • 3 - 5 business days for most of Europe
  • 5 - 7 business days for the rest of the World

For Palletized loads,

  • 2-3 business days, within the same country (domestic orders)
  • 5-8 business days for most of Europe

Please note that timescales are estimates not guaranteed delivery times and are subject to customs clearing times beyond our control (if applicable).

No. Twoosk is a B2B marketplace that brings together many different sellers based in many different countries, therefore shipping costs will vary depending on the seller you order from.
Plus, the Marketplace offers a huge variety of products from 10 grams to more than 1 ton.

To calculate your shipping cost, you must add the desired products and quantity to the shopping cart and then enter the requested information at the checkout process, including your delivery location. The shipping options will be displayed before you submit and pay for the order.

Shipping costs depend on the shipping method selected, weight and dimensions of the package, as well as on dispatch and destination country.

Shipping information, including cost, will be clearly shown at checkout after entering your delivery address and prior to your purchase of the products.

You will be able to choose from available shipping options during the checkout process for products you are ordering.

Keep in mind that if you are ordering products from different sellers, you will have to choose one delivery option per seller, so please scroll down until you have all deliveries covered.

There may be certain countries for which our system does not have an immediate parametrized shipping option.

At checkout, if we could not automatically find a shipping method for the delivery address you provided us with, you will be contact shortly by Twoosk’s customer care team to help you proceed with your order.

You can then let us know the product(s) and quantity you want to order as well as your delivery address and we will provide you a quotation for shipping.

The product(s) will be delivered to you directly by the relevant Marketplace Seller. Therefore, if you ordered products from different Marketplace Sellers, you would have multiple delivery costs and receive multiple deliveries at different times.

For each dispatched package you will receive a separate ‘Shipping Confirmation’ email. Each dispatch corresponds to a separate contract of sale.

Regardless of how many different Marketplace Sellers you are ordering products from, you will only have to checkout once. After you submit your order, you will be given a different order number per Marketplace Seller.

No, you cannot change the delivery address once the order has been placed. If you have noticed a mistake on the shipping address you provide us with, you must contact, as soon as possible, our customer care team at help@twook.com.

If you choose to use any optional services offered by the transportation company, please understand that you are doing it separately with the transportation company, and you agree that Twoosk has no liability for any loss or damage that may result from delivering your order in that way.

Yes. We will let you know when your product(s) have dispatched. You will receive a shipping confirmation email and a tracking number for each delivery, which will allow you to track and consult the estimated delivery date of the products.

Registered users can also follow the progress of their orders directly from their account, to do that, go to the relevant order on your orders page.

Did you opt for a guest checkout? Don´t worry! You will still receive updates via email for every step of the way.

As soon as your order is shipped you will be notified by email and you can follow the progress of your order through the provided tracking number.

Using the tracking number in the track and trace system of the relevant transportation company is the fastest way to check the status of your shipment with real-time and detailed progress.

If you are a registered user, you can also track your order process in your order details from the “Orders” section of your account page.

To edit addresses and delivery preferences, you will need to log in to your account by clicking on the Account menu of our Website.

Go to the Marketplace menu, on the left side > Select Addresses.

From the addresses page will be able to:

  • Add a new address by clicking on the ‘New Address’ button on the right top corner.
  • Edit a delivery addresses by selecting from your addresses list the address you would like to edit. On the top right corner click ‘Edit’ to change your address or click ‘Set as Default’ to make it your primary address.

Our team proactively supervises all deliveries and in case there is a significant delay you will be notified.

Nevertheless, if your package has not been delivered to the provided address at due date and you think that some issue may be occurring, please contact our customer care team at help@twoosk.com and we will take it from here.

If you have not received the product and quantity you have ordered or the product is not as advertised by the seller, please contact our customer care team at help@twoosk.com.

The Marketplace seller must accept a request for a return, within the guarantee period, if the reason for the return is:

a) Faulty product (requires inspection by the seller),

b) Product not as described/advertised, or

c) Wrong product sent.

For more information about Twoosk Marketplace Return Policy and Guarantee terms, please go to section 6 and 7 of Twoosk Marketplace Terms & Conditions of Sale.

To initiate a return request, please send an email to help@twoosk.com. You will need to provide your order reference, let us know the item(s) you wish to return and explain your reason for returning.

Twoosk Customer Care team will intercede with the Marketplace Seller on your behalf. If the Seller accepts your return, you must return the package as per our instructions to the Seller´s warehouse address.

Please note that customers need to cover the shipping fee to return items to the Marketplace Seller. However, this cost may be refundable, if after examining the item the Seller agrees that it was defective when you bought it.

For more information about Twoosk Marketplace Return and Guarantee Policy, please go to section 6 and 7 of Twoosk Marketplace Terms & Conditions of Sale.

You will need to initiate a request for return.

The guarantee terms applied on the products listed on Twoosk Marketplace are provided by the Marketplace Seller.

Although, the guarantee period may vary depending on which Seller you are buying the products from, if the product you bought on Twoosk Marketplace turns out to be faulty after delivery, the Marketplace Seller has to offer you free repair or, at his option, replacement within a period of at least six (6) months following delivery.

When repair or replacement is not possible, the Marketplace Seller may refund you for the item.

Also check:

'How to request a return?'

No. As is a Business-to-Business Marketplace, Twoosk Return Policy does not supported returns based on a change of preferences.

You can only request a product exchange, if the product you received is not as advertised by the seller (does not match the seller’s description).

You can request us to cancel your order if you do not get your product within 30 days of buying it.

Also, you might be able to cancel your order or some of its products, without any cost, before the seller start preparing it. This will always be before you receive the shipping Confirmation Email relating to that product, but not necessarily up to that moment.

Contact our customer care team, as soon as possible, at help@twook.com, which will let you know if we were still able to cancel your order or it´s too late.

If you are entitled for a refund, you can expect the refund to be processed within seven (7) days once the seller agrees with your request for return.

Please note that after the refund has been issued, it will usually take 5-7 days for your original payment method to be credited, however some payment providers can take longer.

Twoosk will send you an email confirming that your refund has been issued.

A seller is entitled to refuse a request for return if:

  • the guarantee period given by the seller has expired, or
  • the return is based on a change of preferences (you no longer want the product), or
  • after examining the product, the seller concludes that the failure is due to damages caused by you, such as any defect or malfunction caused as a result of an accident, misuse, failure to follow instructions, abuse, or use with improper equipment (i.e. improper wiring or incorrect voltage), or
  • after examining the product, the seller concludes that the product has been altered or tampered with an attempt to repair it yourself or having someone else do it, or
  • you refuse the delivery of a product(s) you have ordered as a means of returning it.
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