Help

Frequently Asked Questions

What’s your return policy like?

As long as your shirts are unworn and unlaundered, returns are absolutely free in the contiguous United States within 30 days from the date of purchase! Each order comes with a free return label. Just pack the shirts you’re looking to return into the Twillory box (if you have it; if not, any package that gets the shirts back to us in saleable condition), slap the label on, and hand the package off to your local USPS postal worker / post office. If there’s no return label, reach out to our Customer Happiness team at help@twillory.com and we’d be more than happy to provide you with a return label.

Once our warehouse confirms receipt of your shirts, we’ll put you down for a refund, after which you should see a credit back to your original form of payment within 24-48 hours of processing.

Can I return a shirt or two from my order?

Absolutely! Our pricing works on a sliding scale based on the amount of shirts ordered. If you return less than your full order, the shirts kept on your end will be prorated to the next available promotional pricing, and a refund of the difference will be issued.

What does that mean? Well, I’m glad you asked. We currently have four tiers of pricing; single-shirt orders, two-shirt orders, three-shirt orders, and orders of four shirts or more. Say you order four shirts and then decide that two of them aren’t really your style. Upon returning those shirts, your order will be pro-rated to the pricing of a two-shirt order, and we would issue a refund of that difference.

That being said, if you order more than four shirts, you get to keep your pricing and are refunded for the amount paid for the shirts returned, so long as at least four shirts are kept.

It should also be noted that any discounts applied to the order during checkout will still apply, regardless of the amount of shirts returned.

How long does it take to process my return?

Generally, it takes around 10-14 business days from the time the return is shipped to us for our warehouse to receive and process the shirts, and for our accounting department to issue your refund. In the rare event that you shipped your return back but have yet to see your refund, and the above amount of time has passed, feel free to give our Customer Happiness team a poke at help@twillory.com and we’ll look into it for you!

I bought your shirts off Amazon, but I’m looking to return them. How does that work?

Bummer to hear, but we totally get it! In this case, Amazon takes the reigns; the return and refund will all be going through their site. If you don’t see a refund from them, your best bet would be to reach out to their help center .

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

Same as our return policy! Unwashed, unworn, and within 30 days of purchase. Once you send your shirts back, just let us know the tracking info from the included return label. When we see that activate, we can push your exchange through!

Do you ship internationally?

We do! We’ve partnered with Global-E, an international logistics company, to securely ship our Twills to most locations around the globe. They’ve created a smart interface for our site that senses your location via your IP address and changes our site to match local language and currency. If the site is currently set to a location that isn’t yours, you can switch to another country by scrolling to the bottom of any page (save for your cart and checkout), clicking the flag, and selecting your country. Shirts for everyone around the world!

How fast is your shipping?

We like to think it’s pretty fast.

  • East Coast / Midwest: 3-7 business days
  • West Coast: 7-10 business days
  • International Orders: within 10 business days

Orders received by 1:30pm usually ship on the same day. If you require faster delivery, we offer 2nd Day Air (please make sure order is in by 1:30PM), 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 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?

Not a problem! We can issue a credit in the amount of shirts that you aren’t able to exchange for the moment, which you can use at your leisure to grab whatever style you’d like.

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

Shirt credit is good for six months unless otherwise noted. If you’d like an extension, we’d be more than happy to extend the window for you, but after six months we can no longer issue a refund instead of the credit.

My promotional code isn’t working! What’s up with that?

That stinks! There are a couple of reasons this could be happening:

  • You’re attempting to use multiple promotions at a time (our shopping platform only allows for one per order);
  • Your order doesn’t qualify for the promotion (a lot of our promotions are only applicable to orders that contain shirts);
  • The promotion may be expired.

If you feel like your order does qualify but the promotion still isn’t going through, please reach out to us at help@twillory.com and our Customer Happiness team will get to the bottom of it for you!

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

Since all international shipping is paid by the customer, returns work a bit differently. Just ship the shirts back to the below address; once our warehouse confirms receipt of your shirts, we can put you down for a refund, and you should see a credit post to your account within 24-48 hours.

Right Choice Fulfillment
466 Bridgeport Ave
Shelton, CT 06484 USA

If you purchased your shirts using a discount code and you’d like to get a new set of shirts, or if you only partially returned your order and want to get the same amount of shirts in exchange, reach out to us at help@twillory.com and we’ll be happy to help you out!

I purchased my shirts more than 30 days ago; can I send them back?

Actually, yes! In this case, though, we do have to charge a processing fee of LBP‌23,684 per shirt for all late returns.

My shirt is damaged! What should I do?

Oh no! Please send a photo of the affected area to help@twillory.com and a Customer Happiness person will get right back to you.

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

Oh no! Looks like our shipping fairies (read: USPS and FedEx) might have made a mistake. Contact us at help@twillory.com and our Customer Happiness team will look into this for you and, if necessary, take the next steps to getting you your Twills.

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

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. Please note that referrals between partners / spouses, as well as to members of your household, are likewise excluded.

The reason why we have our referral program is because we want to spread the joy of Twillory to those who are either currently unaware of our shirts’ glorious sartorial effect, or who have not yet become customers. To refer yourself, a spouse, a partner or a member of your household circumvents this idea of spreading the love of Twillory. Hopefully that clarifies things for you!

Can I refer the same person twice?

Sadly, no, for the same reason that you can’t refer your spouse / housemate / pet rock.

How long will it take to get a free shirt after I complete a referral?

Our referral system uses an algorithm to check out the referral and make sure everything is legit. If all the info checks out, you should get your referral code within seven (7) days of making the referral!

I need help finding my fit.

That’s half the fun of shopping online, amirite!? Reach out to help@twillory.com with your height and weight, and a Customer Happiness person will help you find the right Twillory size for you. The size, fit, and brand of your favorite dress shirt also helps a lot.

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

  • Tailored Fit is tapered through the body for a slimming silhouette, though we did leave a bit of room throughout the shirt for movement during the day.
  • Traditional Fit eschews the tapered cut and instead is cut straight through the body. There’s also a bit more room in the upper body than Tailored Fit shirts of the same size.
  • Extra Trim Fit is slimmer than our Tailored Fit, with a darted back, to give you a much slimmer fit.

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

You’ve come to the right website! Any one of our Customer Help people have been trained by atelier houses in Paris, France for optimum color matching. Okay, maybe they weren’t, but feel free to email us at help@twillory.com and we’ll get you some snazzy shirts that match your wardrobe 

Can I get a free shirt to try on?

That would be pretty awesome! While we aren’t able to send out a free shirt, we do have free returns and exchanges. You’ll get to try on some of the best shirts in the biz in the comfort of your own home, risk-free; and if you don’t like ‘em, you can just send ‘em back to us!

RETURNS & EXCHANGES

Free Returns and Free Exchanges for 30 days. It can’t be simpler.
We hope you love our products; but if for any reason you are less than totally satisfied, just follow these easy steps:

  1. Reach out to us at help@twillory.com and let us know if you'll be making a full return, partial return, or if you're looking to exchange your shirts.
  2. Put any unworn and unlaundered shirts that you'd like to return into a box and seal with tape. Any box will do!
  3. Take the return label included in your order and attach it to the aforementioned box.
  4. Drop the box off at your nearest United States Postal Service location, or hand it off to your postal worker. If you're making an exchange, please let us know the tracking info so we can expedite the process for you once we see tracking go live. We'll take care of the rest!

*Continental USA

NOTE: If there is a partial return of a multi-buy order, the pricing of the shirts kept will be prorated to the next available pricing, and a refund will be issued accordingly. Feel free to take a look at the FAQs for more info!

TERMS & CONDITIONS OF USE OF TWILLORY.COM

ACCEPTANCE OF THE USE OF TWILLORY TERMS AND CONDITIONS

Your access to and use of Twillory.com is subject exclusively to these Terms and Conditions. You will not use the Website for any purpose that is unlawful or prohibited by these Terms and Conditions. By using the Website you are fully accepting the terms, conditions and disclaimers contained in this notice. If you do not accept these Terms and Conditions you must immediately stop using the Website.

RETURNS AND REFUNDS

We accept unworn, unlaundered and undamaged shirts 30 days from delivery date for a full refund. If shirts have been worn, laundered or are damaged, we can reasonably decline your refund. Between 30 and 60 days we will reduce the refund by a LBP‌23,684 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 LBP‌23,684 fee per label required.

CREDIT CARD DETAILS

Credit cards on Twillory.com are securely processed by Authorize.net, an industry leading 3rd party credit card processor. No credit card information is stored at Twillory.com

ADVICE

The contents of the Twillory.com website do not constitute advice and should not be relied upon in making or refraining from making, any decision.

CHANGE OF USE

Twillory reserves the right to: change or remove (temporarily or permanently) the Website or any part of it without notice and you confirm that Twillory shall not be liable to you for any such change or removal and change these Terms and Conditions at any time, and your continued use of the Website following any changes shall be deemed to be your acceptance of such change.

LINKS TO THIRD PARTY WEBSITES

The Twillory.com Website may include links to third party websites that are controlled and maintained by others. Any link to other websites is not an endorsement of such websites and you acknowledge and agree that we are not responsible for the content or availability of any such sites.

COPYRIGHT

All copyright, trade-marks and all other intellectual property rights in the Website and its content (including without limitation the Website design, text, graphics and all software and source codes connected with the Website) are owned by or licensed to Twillory or otherwise used by Twillory as permitted by law. In accessing the Website you agree that you will access the content solely for your personal, non-commercial use. None of the content may be downloaded, copied, reproduced, transmitted, stored, sold or distributed without the prior written consent of the copyright holder. This excludes the downloading, copying and/or printing of pages of the Website for personal, non-commercial home use only.

DISCLAIMERS AND LIMITATION OF LIABILITY

The Website is provided on an AS IS and AS AVAILABLE basis without any representation or endorsement made and without warranty of any kind whether express or implied, including but not limited to the implied warranties of satisfactory quality, fitness for a particular purpose, non-infringement, compatibility, security and accuracy. To the extent permitted by law, Twillory will not be liable for any indirect or consequential loss or damage whatever (including without limitation loss of business, opportunity, data, profits) arising out of or in connection with the use of the Website. Twillory makes no warranty that the functionality of the Website will be uninterrupted or error free, that defects will be corrected or that the Website or the server that makes it available are free of viruses or anything else which may be harmful or destructive. Nothing in these Terms and Conditions shall be construed so as to exclude or limit the liability of Twillory for death or personal injury as a result of the negligence of Twillory or that of its employees or agents.

INDEMNITY

You agree to indemnify and hold Twillory and its employees and agents harmless from and against all liabilities, legal fees, damages, losses, costs and other expenses in relation to any claims or actions brought against Twillory arising out of any breach by you of these Terms and Conditions or other liabilities arising out of your use of this Website.

SEVERANCE

If any of these Terms and Conditions should be determined to be invalid, illegal or unenforceable for any reason by any court of competent jurisdiction then such Term or Condition shall be severed and the remaining Terms and Conditions shall survive and remain in full force and effect and continue to be binding and enforceable.

GOVERNING LAW

These Terms and Conditions shall be governed by and construed in accordance with the law of USA and you hereby submit to the exclusive jurisdiction of the USA courts.

For any further information please email help@twillory.com