While our system identifies each account for our customers using their unique email address, an account isn't considered 'active' until a customer activates it from their end. Please reach out to us at help@twillory.com and we can send an account act

<span id="isPasted" style="color: rgb(27, 28, 29); font-family: Inter, &quot;Helvetica Neue&quot;, Arial, Helvetica, sans-serif; font-size: 14px; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; white-space: pre-wrap; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial; display: inline !important; float: none;">While our system identifies each account for our customers using their unique email address, an account isn&apos;t considered &apos;active&apos; until a customer activates it from their end. Please reach out to us at <a href="mailto:help@twillory.com">help@twillory.com</a> and we can send an account activation email for you!

I've ordered from you before. Why can't I log in to my account?

Unfortunately, our shopping platform does not allow for accounts to be merged at this time. However, we're more than happy to transfer the points earned under one of the accounts to an account that you will be using moving forward. Email us with your

Unfortunately, our shopping platform does not allow for accounts to be merged at this time. However, we&apos;re more than happy to transfer the points earned under one of the accounts to an account that you will be using moving forward. Email us with your associated email addresses at help@twillory.com and a Customer Happiness team member can assist you!

I mistakenly ordered under two email addresses, and now I have two accounts. Can I merge them?

Have additional questions? Need clarification on something? Reach out to us here! 

Our team is available Monday through Friday, 10AM - 5PM EST, and we generally respond within 1-2 business days. Please do not send multiple emails, as this can delay response time.

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Twillory FAQs and Help Center

Everything you wanted to know about your Twillory account

Accounts

How to make a return using the Twillory Return App!

The app is not allowing my return. What can I do?

Can I return more than one order in the same package?

I already processed and shipped my return through the app. Can I make any edits?

What’s your return policy like?

What is your policy for items marked as Final Sale?

How long does it take to process my refund?

Can I make a return outside the return window?

How do I make a return for an international order?

I want to make a purchase, but the product says "exchanges are accepted, S&H fees apply." What does this mean?

I received a free accessory as part of a promotional giveaway, but I'd like to make a full return of my order. Can I keep the accessory for free?

How do your discounts work?

I received some Twillory clothes as a gift, can I send them in for exchange?

Can I edit my return?

Can I send my exchange to a different address?

Returns, Exchanges, and Refunds

Can I edit my shipping address?

I need to edit / cancel an order I just placed! How can I do that?

My discount / promo code isn’t working! What’s up with that?

I forgot to apply my discount code! Can you help with that?

When am I charged for the Pre-Order item in my order?

When will the Pre-Order item in my order ship?

I received the incorrect item in my order, what should I do?

How do I send an e-gift card to a different recipient?

Do you have a store where I can purchase in person?

Does my Twillory e-gift card expire?

Ordering

How much is shipping, and how long will it take for my Twills to arrive?

Do you ship to the UK and other international destinations?

What carriers do you use to ship?

I haven’t received my package yet / tracking shows my package was delivered, but it isn’t there. What should I do?

Do you ship to the EU?

Shipping

How do I earn Loyalty points?

Do Twillory Loyalty Points Expire?

My box says I get a free shirt for referring a friend, but when I refer someone all I seem to be getting is Loyalty points. What gives?

How do I use my Loyalty Points at checkout?

Can I refer myself for Loyalty points?

Can I use a discount along with my Twillory loyalty points when checking out?

What is considered a referral when it comes to your Refer a Friend program?

Can I refer the same person twice?

Loyalty Points

Do you offer customization?

What sort of fabrics do you use for your clothes?

Where are your products made?

Do your clothes shrink in the wash?

The items I ordered arrived damaged! What should I do?

Why do two very similar products feel different?

What's the difference between your fits?

Do you offer Big and/or Tall sizing?

How should I launder my Twills?

I'm trying to find an item I saw in an ad. Can you help me?

Clothing

I'd like to get in touch with Customer Service. When are you available?

I've reached out to you, but it's been over two business days and I haven't heard back. What's the deal?

Do you have a phone number I can call?

Customer Service