Customer Service

FAQs

How do your promotions work?

We love to keep our customers happy by offering promotions that are both engaging and help customers save on Twillory purchases. Usually we’ll have a coupon code for your convenience, but sometimes the promotion will be applied directly! Every promotion is unique.

In the event of a return, the relevant multiple-buy, coupon, or promotional discount will not apply and the refund will be reduced accordingly.

What is your return policy?

Free and easy for 30 days in the contiguous 48 states (except Deal Room purchases). We provide a pre-paid return label with every package. Seal the box, affix the label, and drop off at your nearest United States Postal Service location. Please ensure that the items are unworn, unwashed, and undamaged. If this is not the case we can reasonably decline your refund. Between 30 and 60 days we will reduce the refund by a $15 handling fee. After 60 days we do not accept returns. Any item marked as “Final Sale” cannot be returned or exchanged. In the event of a return, the relevant multiple-buy, coupon, or promotional discount will not apply and the refund will be reduced accordingly. Please also note that we only provide one pre-paid return label per order. Loss of label or multiple return shipments will incur a $15 fee per label required.

What is your exchange policy?

Free and easy for 30 days in the contiguous 48 states. To expedite the process, please place a note into the return box and/or email us ([email protected]) detailing the exchange. Upon receiving the package we will ship out replacements immediately. Return postage not included for Deal Room purchases.

How long does a return take to process?

Returns usually require 5-10 days to be fully processed at our warehouse. You will receive an email notifying you when processing is complete. The credit should appear on your credit card acount 24-48 hours later. In the event of a return, the relevant multiple-buy or promotional discount will not apply and the refund will be reduced accordingly.

Do you ship internationally?

We currently ship to the following international countries:

Australia, Austria, Canada, Chile, France, Germany, Italy, Luxembourg, Republic of Ireland, Sweden, Switzerland, and UK

If you need to ship to a country that is not listed, email us and we will try to work something out for you.

How fast is your shipping?

Pretty fast. Our warehouse is located in Valley Stream, NY which affords swift and free shipping to most of the country. Expect your package to arrive in:

  • East Coast: 1-3 business days
  • Midwest: 2-4 business days
  • West Coast: 4-7 business days

Orders received by 1:30pm usually ship same day. If you require faster delivery, we offer 2nd Day Air (please make sure order is in by 3PM), and if you’re really in a hurry, choose the guaranteed overnight option. You can pick your preferred option and calculate associated costs on the checkout page.

I haven’t received my package, what should I do?

Hmm that’s weird. Shoot us an email here and we will investigate for you.

Can I donate any brand of used shirts or only Twillory shirts?

The beneficiaries of your generosity will appreciate any brand of shirts. Besides, that will create more room in your closet for Twillory :).

Can I donate other garments?

As long as it fits neatly in the bag, any business attire garment will be accepted.

Where is Re:Purpose available?

Currently, Re:Purpose is in pilot mode and is only available in the tri-state (NY, NJ, CT) and surrounding regions. With your help, we hope to roll this program out nationwide in the coming months.

How do I know my correct size?

It is important to note that all our shirts are cut on the slimmer side. Please refer to the comprehensive size guide for more detail. You can always send us an email if you would like further assistance from one of our fit experts.

What is the difference between Traditional and Tailored Fit?

Our Traditional Fit is similar (although slightly slimmer) to most Classic Fit shirts on the market. This cut is more generous, with 2 extra inches in the chest. The Tailored Fit is similar (although slightly slimmer) to most Slim Fit shirts out there. The Tailored Fit is cut for a leaner body type and provides a closer fit.

I need some style advice, who do I speak to?

Allow us to introduce you to Josh, our resident menswear stylist. Nothing makes him happier than dishing out some sound sartorial advice. Josh can always be reached at [email protected]

Will you be offering other product categories?

Our manufacturing expertise extends to the full range of clothing and accessories. While we launched Twillory with shirts, you can expect additional products in the near future. Hang in there gents.

What is your Privacy Policy?

This privacy policy has been compiled to better serve those who are concerned with how their ‘Personally Identifiable Information’ (PII) is being used online. PII, as described in US privacy law and information security, is information that can be used on its own or with other information to identify, contact, or locate a single person, or to identify an individual in context. Please read our privacy policy carefully to get a clear understanding of how we collect, use, protect or otherwise handle your Personally Identifiable Information in accordance with our website.

 

What personal information do we collect from the people that visit our blog, website or app?
When ordering or registering on our site, as appropriate, you may be asked to enter your name, email address, mailing address, phone number, credit card information or other details to help you with your experience.
When do we collect information?
We collect information from you when you register on our site, place an order, subscribe to a newsletter, respond to a survey, fill out a form, Use Live Chat, Open a Support Ticket or enter information on our site.

Provide us with feedback on our products or services

How do we use your information?

We may use the information we collect from you when you register, make a purchase, sign up for our newsletter, respond to a survey or marketing communication, surf the website, or use certain other site features in the following ways:

      To personalize your experience and to allow us to deliver the type of content and product offerings in which you are most interested.
      To improve our website in order to better serve you.
      To allow us to better service you in responding to your customer service requests.
      To administer a contest, promotion, survey or other site feature.
      To quickly process your transactions.
      To ask for ratings and reviews of services or products
      To follow up with them after correspondence (live chat, email or phone inquiries)

 

How do we protect your information?

Our website is scanned on a regular basis for security holes and known vulnerabilities in order to make your visit to our site as safe as possible.

We use regular Malware Scanning.

Your personal information is contained behind secured networks and is only accessible by a limited number of persons who have special access rights to such systems, and are required to keep the information confidential. In addition, all sensitive/credit information you supply is encrypted via Secure Socket Layer (SSL) technology.
We implement a variety of security measures when a user places an order enters, submits, or accesses their information to maintain the safety of your personal information.
All transactions are processed through a gateway provider and are not stored or processed on our servers.

 

Do we use ‘cookies’?
Yes. Cookies are small files that a site or its service provider transfers to your computer’s hard drive through your Web browser (if you allow) that enables the site’s or service provider’s systems to recognize your browser and capture and remember certain information. For instance, we use cookies to help us remember and process the items in your shopping cart. They are also used to help us understand your preferences based on previous or current site activity, which enables us to provide you with improved services. We also use cookies to help us compile aggregate data about site traffic and site interaction so that we can offer better site experiences and tools in the future.
We use cookies to:
      Help remember and process the items in the shopping cart.
      Understand and save user’s preferences for future visits.
      Keep track of advertisements.
      Compile aggregate data about site traffic and site interactions in order to offer better site experiences and tools in the future. We may also use trusted third-party services that track this information on our behalf.
You can choose to have your computer warn you each time a cookie is being sent, or you can choose to turn off all cookies. You do this through your browser settings. Since browser is a little different, look at your browser’s Help Menu to learn the correct way to modify your cookies.
If you turn cookies off, some features will be disabled. It won’t affect the user’s experience that make your site experience more efficient and may not function properly.
However, you will still be able to place orders .

 

Third-party disclosure

We do not sell, trade, or otherwise transfer to outside parties your Personally Identifiable Information unless we provide users with advance notice. This does not include website hosting partners and other parties who assist us in operating our website, conducting our business, or serving our users, so long as those parties agree to keep this information confidential. We may also release information when it’s release is appropriate to comply with the law, enforce our site policies, or protect ours or others’ rights, property or safety.

However, non-personally identifiable visitor information may be provided to other parties for marketing, advertising, or other uses.

 

Third-party links
We do not include or offer third-party products or services on our website.

 

Google

Google’s advertising requirements can be summed up by Google’s Advertising Principles. They are put in place to provide a positive experience for users. https://support.google.com/adwordspolicy/answer/1316548?hl=en

We use Google AdSense Advertising on our website.
Google, as a third-party vendor, uses cookies to serve ads on our site. Google’s use of the DART cookie enables it to serve ads to our users based on previous visits to our site and other sites on the Internet. Users may opt-out of the use of the DART cookie by visiting the Google Ad and Content Network privacy policy.
We have implemented the following:
      Remarketing with Google AdSense
      Google Display Network Impression Reporting
      Demographics and Interests Reporting
      DoubleClick Platform Integration
We, along with third-party vendors such as Google use first-party cookies (such as the Google Analytics cookies) and third-party cookies (such as the DoubleClick cookie) or other third-party identifiers together to compile data regarding user interactions with ad impressions and other ad service functions as they relate to our website.
Opting out:
Users can set preferences for how Google advertises to you using the Google Ad Settings page. Alternatively, you can opt out by visiting the Network Advertising Initiative Opt Out page or by using the Google Analytics Opt Out Browser add on.


California Online Privacy Protection Act


CalOPPA is the first state law in the nation to require commercial websites and online services to post a privacy policy. The law’s reach stretches well beyond California to require any person or company in the United States (and conceivably the world) that operates websites collecting Personally Identifiable Information from California consumers to post a conspicuous privacy policy on its website stating exactly the information being collected and those individuals or companies with whom it is being shared. – See more at: http://consumercal.org/california-online-privacy-protection-act-caloppa/#sthash.0FdRbT51.dpuf
According to CalOPPA, we agree to the following:
Users can visit our site anonymously.
Once this privacy policy is created, we will add a link to it on our home page or as a minimum, on the first significant page after entering our website.
Our Privacy Policy link includes the word ‘Privacy’ and can be easily be found on the page specified above.
You will be notified of any Privacy Policy changes:
      On our Privacy Policy Page
Can change your personal information:
      By emailing us
      By calling us
      By logging in to your account
      By chatting with us or by sending us a support ticket
How does our site handle Do Not Track signals?
We honor Do Not Track signals and Do Not Track, plant cookies, or use advertising when a Do Not Track (DNT) browser mechanism is in place.
Does our site allow third-party behavioral tracking?
It’s also important to note that we do not allow third-party behavioral tracking


COPPA (Children Online Privacy Protection Act)


When it comes to the collection of personal information from children under the age of 13 years old, the Children’s Online Privacy Protection Act (COPPA) puts parents in control. The Federal Trade Commission, United States’ consumer protection agency, enforces the COPPA Rule, which spells out what operators of websites and online services must do to protect children’s privacy and safety online.

We do not specifically market to children under the age of 13 years old.


Fair Information Practices


The Fair Information Practices Principles form the backbone of privacy law in the United States and the concepts they include have played a significant role in the development of data protection laws around the globe. Understanding the Fair Information Practice Principles and how they should be implemented is critical to comply with the various privacy laws that protect personal information.

In order to be in line with Fair Information Practices we will take the following responsive action, should a data breach occur:
We will notify you via email
      Within 1 business day
We also agree to the Individual Redress Principle which requires that individuals have the right to legally pursue enforceable rights against data collectors and processors who fail to adhere to the law. This principle requires not only that individuals have enforceable rights against data users, but also that individuals have recourse to courts or government agencies to investigate and/or prosecute non-compliance by data processors.


CAN SPAM Act


The CAN-SPAM Act is a law that sets the rules for commercial email, establishes requirements for commercial messages, gives recipients the right to have emails stopped from being sent to them, and spells out tough penalties for violations.

We collect your email address in order to:
      Send information, respond to inquiries, and/or other requests or questions
      Process orders and to send information and updates pertaining to orders.
      Send you additional information related to your product and/or service
      Market to our mailing list or continue to send emails to our clients after the original transaction has occurred.
To be in accordance with CANSPAM, we agree to the following:
      Not use false or misleading subjects or email addresses.
      Identify the message as an advertisement in some reasonable way.
      Include the physical address of our business or site headquarters.
      Monitor third-party email marketing services for compliance, if one is used.
      Honor opt-out/unsubscribe requests quickly.
      Allow users to unsubscribe by using the link at the bottom of each email.

If at any time you would like to unsubscribe from receiving future emails, you can email us at
      Follow the instructions at the bottom of each email.

and we will promptly remove you from ALL correspondence.

Contacting Us

If there are any questions regarding this privacy policy, you may contact us using the information below.

[email protected]
Last Edited on 2016-06-28

 

Can I refer myself for the Refer a Friend campaign?

Nope. That would be silly of us. We hate to be party poopers, but if you refer yourself, you won’t be getting a free shirt.

Can I refer the same person twice?

You can definitely refer the same person twice, but you’ll only receive one free shirt.

How long will it take to get a free shirt after I refer a friend?

It will take 30 days (from when your friend orders) so that we can make sure there’s no funny business. This way we can make sure that your friend is keeping their shirt before you get a free one (our return policy is 30 days).

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