ROW Returns Information
We like to make things easy, and that is no different when it comes to returns. We offer simple returns for all customers.
No matter where you are in the world, all you have to do is generate a return label using the button below, enter your order number and last 4 digits of your phone number or your full postal code, then follow the simple instructions from there.
If you have placed an order with us that you would like to cancel before it is dispatched, then it is best to call our customer service team on +44 (020) 7604 5949, as emails are not usually caught in time to stop your order. Our system is fully automated, so we cannot guarantee that we will be able to cancel your order before it is dispatched.
We currently cannot offer an exchange service. If you need to change an item please send the unwanted item back for a refund and place a new order for the item you need.
We offer 2 options when it comes to returning an item for a refund. We can either refund your order to your original payment method, or we can issue a refund to store credit.
Refund to your original payment method
Eligible for returns booked up to 21 days after your order has been delivered. You will need to book the return on our system, and then arrange postage back to our warehouse at the provided address during return booking. We do not offer free returns or pre-paid labels.
Refund to store credit
Eligible for returns booked up to 28 days after your order has been delivered. You will need to book the return on our system, and then arrange postage back to our warehouse at the provided address during return booking. We do not offer free returns or pre-paid labels.
Start a return
Return Terms & Conditions
All returns, whether for exchange or refund, go through a strict quality-control assessment once they have arrived back at our warehouse. All goods must be returned in original condition, with all labels and security tags intact. Any items returned that have been worn or have had the tags removed, will be rejected. Rejected returns will either be postage back to you at your expense, or donated to charity after 14 days.
You can only book a return up to 28 days after your order has been delivered. We are unable to accept returns / exchanges after this period. This period does not include transit time, it is from order delivery to return booking.
We can only process a refund with proof of purchase onto the original card used to pay for the goods or a store credit. If you paid using a gift card, we will refund the amount onto another gift card. We are not able to refund your order into a different account.
Provided you send the goods back to us in accordance with our terms and conditions. Twisted Tailor will aim to refund your returned items in full within 14 days of receiving the goods at our warehouse.
Depending 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.
We monitor the number of returns made by customers, and continued returns will be flagged and potentially refused at our discretion.
To help us identify your order when it arrives back at our warehouse, it is essential that you enclose the returns slip within your return, otherwise we will be unable to locate your order and refund information.
If you are returning item(s) from an order that was subject to a discount or promotion, the refund amount may be adjusted accordingly if your order does not qualify for the discount or promotion after refund. For more information, please contact our Customer Service team.