TERMS & CONDITIONS OF USE OF TWILLORY.COM

Frequently Asked Questions

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!

What does final sale mean?

Any item that is designated as final sale is sold as is, and is not eligible for return or exchange.

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.

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

Our Customer Happiness team is available from 9-5 EST, Monday through Friday, and we generally respond within 24 business hours 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!

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?

We'd be happy to exchange this for you, but free exchanges only apply to items which were purchased, so we aren't able to exchange promotional items for free. If you'd like to exchange the accessory you received for another style, Twillory reserves the right to issue a $10 restocking and handling charge in the form of an invoice.

I received a free accessory as part of a promotional giveaway, but I'm not satisfied with my shirts and I'd like to make a full return of my order. Can I keep the accessory for free?

Unfortunately not. If you'd like to make a full return of shirts but want to keep the accessory you received, Twillory reserves the right deduct the regular price of the accessory kept from your refund.

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!

 

Please be aware that since all shipping, duties and taxes are covered by the customer, they are non-refundable even in the event of a return.

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 EST 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 EST), 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?

We accept late returns and exchanges on a case by case basis. We do have to charge a processing fee of $20 per shirt for all approved 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!

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 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.

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 for optimum color and pattern 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

TERMS & CONDITIONS OF USE OF TWILLORY.COM

Twillory.com (the “Website”) is a website owned and operated by The Haberdash Group, Inc. d/b/a Twillory (“Twillory”). When you (“you,” “your,” or “user”) access the Website you are agreeing to be bound by the following Terms and Conditions, as well as the Twillory Privacy Policy linked here, all of which may be updated by use from time to time without notice to you. Please review them carefully.

ACCEPTANCE OF THE USE OF TWILLORY TERMS AND CONDITIONS

Your access to and use of the Website 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.

PURCHASES

When you place an order your order constitutes your offer to Twillory to buy one or more products from Twillory for personal use and not for resale purposes. Twillory reserves the right to limit, cancel or prohibit any order that, in Twillory’s judgment, appears to be placed in violation of this policy.

REFUSAL OF ORDER

Twillory reserves the right to withdraw any product from the Website at any time and/or remove or edit any materials or content on the Website. Twillory makes reasonable efforts to process orders. However, there may be circumstances that may require Twillory to refuse to process an order. Twillory reserves the right to refuse to process an order at any time, at its sole discretion, and will not be liable for refusing to process an order at any time.

RETURNS AND REFUNDS

We accept unworn, unlaundered and undamaged merchandise 30 days from delivery date for a full refund. If merchandise has been worn, used, laundered or are damaged, we can reasonably decline your refund. Between 30 and 60 days we will reduce the refund by a $15.00 USD 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 $15.00 USD fee per label required.

Twillory reserves the right to refuse returns of any merchandise that does not meet Twillory’s return requirements in Twillory’s sole discretion.

 

CREDIT CARD DETAILS

Credit cards on Twillory.com are securely processed by Shopify Payments 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 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.

THIRD PARTY ADVERTISING

We may use third party advertising companies to collect data and/or serve ads when you visit our website or application. These companies may use information about your visits to this and other websites or applications in order to provide advertisements about goods and services of interest to you. Please keep in mind that your browser settings may not permit you to control the technologies utilized by these third party companies. If you would like more information about this practice and to know your choices about not having this information used by these companies, visit http://www.networkadvertising.org/choices/ or contact us at help@twillory.com .

INTELLECTUAL PROPERTY

The Website, including all of its information and content, such as text, design, data, wallpaper, icons, characters, artwork, images, photographs, graphics, music, sound, messages, graphics, software, source codes and the HTML used to generate the pages (collectively, “Intellectual Property”), is owned or licensed by Twillory or otherwise used by Twillory as permitted by law and protected by patent, trademark, and/or copyright under United States and/or foreign laws. 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.

INTELLECTUAL PROPERTY INFRINGEMENT

If you believe certain content on the Website constitutes infringement of your copyright please email help@twillory.com with the following information:

  1. Evidence of your authorization to act on behalf of the owner of the owner of the copyrighted work;

 

  1. A description of the copyrighted work that you claim has been infringed;

 

  1. A description of where the alleged infringing material is located on the Website including a link to where the alleged infringing material is located;

 

  1. Your address, telephone number, and email address;

 

  1. A statement by you that you have a good faith belief that the disputed use is not authorized by the copyright owner, its agent, or the law;

 

  1. A statement by you, made under penalty of perjury, that the above information in your notice is accurate and that you are the copyright owner or authorized to act on the owner’s behalf; and

 

  1. Your physical or electronic signature.

 

If you believe content on the Website constitutes infringement of your trademark or other intellectual property rights please provide a notice of your claim to help@twillory.com.

ACCESS AND INTERFERENCE

You agree that:

  1. You will not use any robot, spider, scraper, deep link or similar automated data gathering or extraction tools, program, algorithm or methodology to access, acquire, copy or monitor the Website or any portion of the Website, other than via software that sends queries to the Website to index or rank a website for search and location purposes, without Twillory’s express written consent, which may be withheld in Twillory’s sole discretion.

 

  1. You will not use or attempt to use any engine, software, tool, agent, or other device or mechanism (including without limitation browsers, spiders, robots, avatars or intelligent agents) to navigate or search the Website, other than the search engines and search agents available through the Website and other than generally available third-party web browsers (such as Microsoft Explorer).

 

  1. You will not post or transmit any file which contains viruses, worms, Trojan horses, or any other contaminating or destructive features, or that otherwise interfere with the proper working of the Website.

 

  1. You will not attempt to decipher, decompile, disassemble, or reverse-engineer any of the software comprising or in any way making up a part of the Website.

 

  1. You may only use the Website to make legitimate inquiries or orders.

 

  1. You will not make any false or fraudulent orders. If Twillory is of the reasonable opinion that you have made a false or fraudulent order, Twillory shall be entitled to cancel the order and inform the relevant authorities.

 

  1. You agree to provide correct and accurate email, postal and/or other contact details to Twillory and acknowledge that Twillory may use these details to contact you if necessary (see Twillory’s Privacy Policy for more information on how Twillory uses personal information).

 

  1. If you do not give Twillory all the information needed Twillory may not be able to complete your order.

 

  1. You will not attempt to interfere or interfere in any way with the Website’s network or related network security or attempt to use the Website to gain unauthorized access to any other computer system.

 

  1. You will not use the Website to communicate, transmit, or post material that infringes on the intellectual property, privacy, or publicity right or another person or entity.

 

  1. You will not use the Website to engage in conduct that would constitute a civil or criminal offense, or that violates any applicable laws or regulations.

 

  1. You are 18 years old and are legally capable of entering into binding contracts.

 

DISCLAIMERS AND LIMITATION OF LIABILITY

All products, services, and content on 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 merchantability, 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 direct, indirect, special, incidental, consequential, exemplary or punitive damages, losses or damage whatever (including without limitation loss of business, opportunity, data, profits) arising from or in any way related to the use of, or the inability to use, or the performance of the Website, or the content and materials or functionality on or accessed through 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.

Choice of Law

All Website activity or use and these Terms and Conditions are governed by the laws of the United States of America and the applicable laws of the State of New York, without regard to conflict of law principles.

Dispute Resolution

In the event of any claim, controversy, or alleged dispute between you and Twillory, its members or affiliates (“Dispute”), you hereby agree to attempt in good faith to amicably resolve any Dispute at least 30 days before instituting any legal proceeding.

In the event of any claim, controversy, or alleged dispute between you and Twillory, its members or affiliates (“Dispute”), you hereby agree to attempt in good faith to amicably resolve any Dispute at least 30 days before instituting any legal proceeding. Each party agrees to submit any Dispute for resolution by final binding arbitration after serving written notice, which notice shall set forth in detail the controversy, question, claim or alleged breach along with your attempt to resolve such Dispute. Upon such notice and attempt to resolve, the party may then commence an arbitration proceeding pursuant to the rules of the American Arbitration Association (“AAA”) to be held in New York County, New York, before an arbitrator to be selected by the AAA. Any such arbitration may only be commenced within one (1) year after the party requesting arbitration obtains knowledge of the cause of action forming the basis of the controversy or claim accrued.

In any arbitration and subject to the ultimate discretion of the presiding arbitrator, each side will be limited to a maximum of one (1) day of argument (including rebuttal), and the parties agree in good faith to minimize discovery burdens (e.g. confine the scope to actual areas in dispute and limit the topics and number of pages on which information is requested to matters directly relevant). The decision(s) of the arbitrator shall be final and binding and may not be appealed to any court of competent jurisdiction, or otherwise, except upon claim of fraud or corruption as by law provided, provided, however, that implementation of such decision(s) shall in no way be delayed or otherwise impaired pending the outcome of any such appeal. Judgment upon the award rendered in such arbitration may be entered by any court having jurisdiction thereof. You agree that all Disputes will be limited between you, individually, and Twillory. To the full extent allowable by law, you agree that no arbitration proceeding or other dispute resolution proceeding shall be joined with any other party or decided on a class-action basis.

 

Notwithstanding the foregoing, you agree that the following matters shall not, at the election of Twillory, be subject to binding arbitration: (1) any Dispute related to, or arising from allegations of criminal activity; (2) any Disputes concerning Twillory’s intellectual property rights; and (3) any claim for injunctive relief. Any Dispute not subject to arbitration shall be decided by the state or federal court located within New York County, New York, United States of America. Each party hereby waives any claim that such venue is improper or inconvenient. YOU HEREBY WAIVE YOUR RIGHT TO A JURY TRIAL WITH RESPECT TO ANY CLAIM, ACTION, OR PROCEEDING, DIRECTLY OR INDIRECTLY, ARISING OUT OF, OR RELATING TO THESE TERMS OF USE TO THE FULLEST EXTENT PERMITTED BY LAW. YOU UNDERSTAND THAT ABSENT THIS PROVISION, YOU WOULD HAVE THE RIGHT TO SUE IN COURT AND HAVE A JURY TRIAL.

 

Class Action Waiver

You agree that any arbitration or proceeding shall be limited to the dispute between us and you individually. To the full extent permitted by law, (i) no arbitration or proceeding shall be joined with any other; (ii) there is no right or authority for any dispute to be arbitrated or resolved on a class action-basis or to utilize class action procedures; and (iii) there is no right or authority for any dispute to be brought in a purported representative capacity on behalf of the general public or any other persons. You agree that you may bring claims against us only in your individual capacity and not as a plaintiff or class member in any purported class or representative proceeding.

Waiver and Severability

Any waiver of any provision contained in these Terms and Conditions shall not be deemed to be a waiver of any other right, term, or provision of these Terms and Conditions. If any provision in these Terms and Conditions is determined to be wholly or partially invalid, illegal or unenforceable, such provision shall be enforced to the extent it is legal and valid and the validity, legality and enforceability of the remaining provisions shall in no way be affected or impaired thereby.

MISCELLANEOUS

 

Notice for California Residents. Under California Civil Code Section 1798.3, California users are entitled to the following consumer rights notice: If you have a question or complaint regarding the services provided on the Website, please contact us at (516) 444-3417. You may also contact us by writing to The Haberdash Group, Inc. 181 South Franklin Avenue, Suite 203, Valley Stream, New York 11581