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Our team is available Monday through Friday, 10AM - 5PM EST, and we generally respond within 1-2 business days. Please do not send multiple emails, as this can delay response time.

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Twillory FAQs and Help Center

<div id="isPasted" style="box-sizing: border-box; display: block; 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;"><span style="font-size: 14px; font-family: Arial, Helvetica, sans-serif;">Our Customer Happiness team is available from &#xFEFF;<strong>1</strong><b style="box-sizing: border-box; font-weight: bolder; font-family: &quot;Swiss Bold&quot;, sans-serif;">0AM - 5PM EST, Monday through Friday</b>, and we generally respond within <strong style="box-sizing: border-box; font-weight: bolder; font-family: &quot;Swiss Bold&quot;, sans-serif;">2 business days</strong> of receiving your email. If you contact us over the weekend, it may take us some time to get back to you, but be assured that we respond to each and every email!</span></div>

Our Customer Happiness team is available from ﻿10AM - 5PM EST, Monday through Friday, and we generally respond within 2 business days of receiving your email. If you contact us over the weekend, it may take us some time to get back to you, but be ass

I'd like to get in touch with Customer Service. When are you available?

Customer Service

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

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

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

What’s your return policy like?

What does final sale mean?

How long does it take to process my refund?

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

How do I make a return for an international order?

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?

Returns, Exchanges, and Refunds

I accidentally placed my order to the incorrect address! What can we do?

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?

Ordering

How fast is your shipping?

Do you ship internationally?

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

Can I get a monogram embroidered on my Twills?

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?

Clothing

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?

I'd like to get in touch with Customer Service. When are you available?Updated a year ago