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Twillory FAQs and Help Center

<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(73, 80, 87); font-family: &quot;Swiss Light&quot;, -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-size: 16px; 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: normal; 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;">Please email us at <a href="mailto:help@twillory.com">help@twillory.com</a> and we can help get you set up with a return.&#xA0;<p style="box-sizing: border-box; margin-top: 0px; margin-bottom: 1rem; color: rgb(73, 80, 87); font-family: &quot;Swiss Light&quot;, -apple-system, BlinkMacSystemFont, &quot;Segoe UI&quot;, Roboto, &quot;Helvetica Neue&quot;, Arial, sans-serif; font-size: 16px; 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: normal; 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;">International customers are responsible for costs associated with shipping, duties, and taxes. Due to how we process international orders, Twillory is not responsible for refunding duties and taxes, or any other costs associated with the return shipping, which must be covered by the customer. Please contact the government associated with the shipping address for your order to initiate a refund on duties and taxes for returned items.

Please email us at help@twillory.com 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

How do I make a return for an international order?

Returns, Exchanges, and Refunds

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?

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?

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

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

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

Accounts

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

How do I make a return for an international order?Updated 2 months ago