To start the returning process for your order, please enter your email address or phone number and the order number below.

Free and easy UK returns

There are no charges for using our free UK returns service.

At this time we are unable to offer a similar service outside of the UK.

Please check our returns FAQs for more info.

Please note: Customers who's order was originally placed on the old site (order numbers begining with #2000*****) will need to use the old free UK returns service - see our UK Returns and FAQ page for the link.

How do I return my UK order?

Enter your order number and email address in the fields above and click the START button.

Follow the instructions and select the items you want to return.

You will receive a confirmation email with the shipping guidelines once your return request has been submitted.

When you've booked your return simply print your returns label, attach it to your package, and take it to your nearest Collect+ store.

Please keep your proof of posting receipt until your return is confirmed as received and processed by customer care.

IMPORTANT

To help us identify your order when it arrives back at our distribution centre it is essential that you enclose our pre-printed paper Returns Form inside your returned package. The pre-printed form includes your name, order number and a tick box to confirm the item(s) you are sending back to us. If you need a replacement Returns Form please get in touch with the Customer Care team.

PLEASE NOTE

The biggest package you can send on this service is 60cm x 50cm x 50cm and it must weigh under 10KG. Contact us if you need to return a larger package.

What is your returns policy?

For a full refund, please return your online order in its original condition to our Distribution Center within 28 days. This time includes a 14-day cooling off period within which you may cancel & return your order at any time for any reason and begins once your order has been delivered. You then have a further 14 days from when you inform us of your intentions to us receiving the goods back into our distribution center.

UK customers can use our Free Returns service for this purpose.

Please note Items received outside of our 28-day return period will be returned to you.

Unfortunately, at this time we cannot offer free returns to International customers outside of the UK domestic market.

Please also ensure when returning unwanted items that you clearly state on the package that the item is an ecommerce return.

Our customer services team can only process a refund with proof of purchase onto the original card used to pay for the goods. If you paid using a gift card, we will refund the amount onto another gift card.

As long as you send the goods back to us in accordance with our terms and conditions for returned goods.

Twisted Tailor will refund your order in full within 14 days of receiving the goods at our distribution center.

Customers in the EU will also have the cost of standard delivery refunded.

Dependent on your bank, it may take a further 5 to 7 working days for your bank or card issuer to refund payments to your account.

Please note that we are unable to refund any duty paid on any items returned to us as this is a contract between you and your countries Customs & Excise Authorities.

PLEASE NOTE

We inspect all return items upon receipt at our distribution center.

We regret that any items returned that are not in a resalable condition, or that have been worn, will be declined for a refund.

A selection of our products are seal tagged, and refunds will only be offered if these tags are attached when returned. Items returned without the seal tag attached or damaged will be returned to you and we will request that you cover the shipping costs.

We monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion.

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