Returns, Exchanges, and Refunds

Everything you wanted to know about Twillory's Return policies.

How to make a return using the new Twillory Return App!

Great news! Twillory has partnered with Aftership to utilize their proprietary return software, with the express purpose of putting control of returns and exchanges into your hands. The return app is a great way to process returns and exchanges, hass

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

Please note that the app cannot handle certain return requests. If you are looking to process a return against the following types of orders, or have received the message on our return app stating that your order falls outside of our standard policy,

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

Unfortunately, once a return is sent back to us using the return app, we are not able to edit the return in any way. This includes changing the shipping address for the exchange item, changing from an exchange to a return (or vice versa), or changing

What’s your return policy like?

As long as your items are unworn, unlaundered, and we are contacted within 30 days from when your order was delivered, your first return is absolutely free in the contiguous United States!. Fine print: Items that are marked as "Final Sale" are inelig

What does final sale mean?

Any item that is designated as final sale is sold as is, and is not eligible for return or exchange. Final sale items cannot be combined with any other deals or offers. Any item purchased from our Deal Room clearance section are considered Final Sale

How long does it take to process my refund?

Please allow up to seven business days from when tracking shows that your return has been delivered for the warehouse to accept, inspect, and process your return.

I received my purchase more than 30 days ago. Can I make a return from that order?

We accept late returns and exchanges at our discretion, so please be sure to reach out to us at [email protected] for confirmation. If the return is authorized, we do have to charge an initial processing fee of $15 + $10 per item for all approved lat

How do I make a return for an international order?

Please email us at [email protected] and we can help get you set up with a return. International customers are responsible for costs associated with shipping, duties, and taxes. Due to how we process international orders, Twillory is not responsible

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

Great question! Products with this text are ineligible for our regular free exchanges, but they can be exchanged for a processing fee of $15 + $5 per product returned. An additional $20 per item is incurred in case the product being returned is a Coa

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?

Unfortunately not. If you'd like to make a full return of your order but want to keep the accessory you received, Twillory reserves the right deduct the regular price of the accessory kept from your refund.

How do your discounts work?

Great question! When you apply your eligible discount to an order, it is applied across all items in the order. For example, if you ordered three items at $50 apiece (for a total of $150) and apply a $15 discount, that discount is spread across the t

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

At this time, we only allow for gift items to be exchanged for the same item in a different size or fit, or for Twillory store credit.