UK and International Returns
UK customers can use our free UK Collect+ returns service to send unwanted items back to us.
Customers from the US, France, Germany, Netherlands, Belgium, Ireland, Sweden, Italy, Switzerland and Australia can use our returns portal to easily request a returns label and send unwanted items back to us via our returns service. Our returns provider will charge a small fee for using this service.
Customers from other countries can use our returns portal to request a returns label. It is your responsibility to return your goods using a safe and secure international postal or courier service.
How much does it cost?
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FREE AND EASY UK RETURNS
Please check our returns FAQs for more info.
HOW DO I RETURN MY UK ORDER?
Click on Book Your Return above, enter your order number and last four digits of your phone number or your postcode/zip. Follow the instructions to select the items you want to return.
You will receive a confirmation email with your shipping label 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.
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.
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.
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.