Frequently Asked Questions

+Do Twillory Loyalty points expire?

+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?

+I've reached out to you, but it's been over 24 hours and I haven't heard back. What's the deal?

+Can I use a discount along with my Twillory loyalty points when checking out?

+I still have some free shirt referral codes from before, but I see there's a new loyalty program that uses points. Are my codes still valid?

+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?

+What happens if I return an item that was purchased at bundle pricing?

+I want to purchase a shirt, but it says "exchanges are accepted, S&H fees apply." What does this mean?

+What is considered a referral when it comes to your Refer a Friend program?

+How long does it take to process my return?

+I love the Twills that I bought, but I need to make an exchange. What’s your policy for that, and how do I do it?

+What does final sale mean?

+What’s your return policy like?

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

+I don't like the style of accessory I received in one of your promotional giveaways. Can I exchange it for a different style, and do free exchanges apply to this as well?

+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?

+Do you ship internationally?

+How fast is your shipping?

+I want to make an exchange. I don’t see any styles I currently like, though, and I want to keep my pricing. What can I do?

+I got shirt credit instead of a shirt when making an exchange. How long does that last for?

+My discount / promo code isn’t working! What’s up with that?

+ I’m an international customer, but I need to exchange / return my order. What’s the protocol for that?

+I received my purchase more than 30 days ago; can I make a return from that order?

+My shirt is damaged! What should I do?

+I haven’t received my package yet / tracking shows my package was delivered, but it isn’t there. What should I do?

+Can I refer myself for the Refer-a-Friend campaign?

+Can I refer the same person twice?

+What’s the difference between Extra Trim, Tailored, and Traditional?

+I need help finding my fit.

+I need some style advice. Who can I talk to?

+Can I get free Twills to try on?