Returns, Exchanges, and Refunds
Everything you wanted to know about Twillory's Return policies.
How do I return my Twillory order?
Please visit our return portal, located here.
What is Twillory's return policy?
Contiguous US: Items are eligible for return within 30 days from the date of delivery so long as they are unworn, unlaundered, unaltered, and with tags still attached. Items marked as "Final Sale" when purchased are ineligible for any kind of return.
What is Checkout+?
When you opt-in for Checkout+ at checkout, your return shipping label is included, allowing you to use our Redo returns portal to process a refund or exchange with free return shipping. If you decide opt in to return coverage with Checkout+, you can
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
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,
Can I return more than one order in the same package?
Because our automated return system tracks exchanges and refunds by way of the return label that has been issued by the system, you can only include items from a single order in one package, and only the items stated on the RMA generated by the syste
What is your policy for items marked as Final Sale?
Any item that is designated as final sale is sold as is, and is not eligible for return, whether for exchange or refund. Final sale items cannot be combined with any other deals or offers. Any item purchased from our Deal Room clearance section is co
How long does it take to process my refund?
Please allow up to fourteen days from when tracking shows that your return has been delivered for the warehouse to accept, inspect, and process your return. Returns that do not match the generated RMA will lead to a delay in processing your refund.
Can I make a return outside the return window?
We accept late returns and exchanges at our discretion. Please 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 late returns. An
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.
Can I edit my return?
So long as you haven't shipped it yet, sure! Please email us at [email protected] and our Customer Happiness team will get back to you ASAP. Please note that we are not responsible for any items sent back to us that are not stated as part of the RMA
Can I send my exchange to a different address?
Our automated returns portal does not allow for customers to edit the shipping address of their exchanges, and will send your exchange to the original shipping address by default. If you're looking to have your exchange shipped to a different address