Ordering

Everything you wanted to know about Twillory ordering

Can I edit my shipping address?

If you don't already see your order as shipped (i.e. you have not yet received your tracking number), reach out to us at [email protected] and we can attempt to have our third-party fulfillment center change the address for you. Due to our logistic p

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

Feel free to reach out to us at [email protected] with the words "ORDER EDIT" in the subject line, and we'll respond as soon as we can!. Due to our third-party logistic partner's rapid fulfillment, we are not able to guarantee that an order can be ed

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

That stinks! There are a couple of reasons this could be happening:. If you feel like your order does qualify but the promotion still isn’t going through, please reach out to us at [email protected] and our Customer Happiness team will get to the bot

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

We sure can! Email us at [email protected] with your order number and the discount you were attempting to apply and one of our Customer Happiness team members can assist you with that.

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

When you order an item that is on pre-order, you will be charged at checkout, not when the item ships.

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

The estimated ship date for your pre-ordered item is always stated on the "add to cart" button when you select the product you're looking to purchase. We often put items on pre-order about 30-45 days from when the products will be available in our wa

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

Yikes, that definitely shouldn't happen! Please email us at [email protected] with your associated order number, and photos of the items you received with their barcode stickers, and we'd be happy to take care of you.

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

Our e-gift cards are sent directly to the email associated with the person checking out, and cannot send them to a person of your choosing. That said, once you receive the gift card in your inbox, feel free to forward it to the person you're gifting

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

We do! Our flagship store is located at 461 Central Avenue, in Cedarhurst, NY. Come visit to experience Twillory in person!. Phone number (business hours only): (516) 400-7939. Current store hours:. Sunday - Wednesday: 11AM - 6PM. Thurs: 11AM - 8PM.

Does my Twillory e-gift card expire?

Twillory e-gift cards expire within 5 years from the date of purchase.