POPULAR QUESTIONS

DO YOU SHIP INTERNATIONALLY ?

Yes, we currently ship to lots of destinations globally with our logistics partner DPD.

Free global shipping via DPD 

UK orders over £100 qualify for free delivery via DPD Tracked Standard Delivery. If you want your items faster you can upgrade to one of our UK Express Delivery options. CLICK HERE for UK delivery prices.

Free International shipping via DPD Tracked Air Classic is available for all International orders over £150. CLICK HERE for international shipping prices.

Free EU & EFTA shipping via DPD Tracked Classic is available for all orders over £100. CLICK HERE for shipping prices.

FREE UK RETURNS

UK orders can be returned via our easy and free Collect+ service. CLICK HERE for more returns info and our returns policy.

Please note

Standard international deliveries will normally arrive within 5-7 working days, whilst outlying areas may take longer. We ship outside of the EU on a Delivery Duty Unpaid (DDU) basis. Prices are exclusive of all taxes and duties. UK VAT is not charged.

Customs & Import Duties
If you live outside the EU, please be aware that local customs or import duties may be charged when your parcel reaches your country if you have exceeded your countries import tax threshold.

You can check duty and tax allowances here>>>>>>>>>>>>>>

Please note that customers outside of the EU will be responsible for any IMPORT DUTIES, CLEARANCE FEES and any other additional charges which may apply

 You may be responsible for providing any information required by customs to ensure your purchase is cleared.

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

WHAT IS YOUR RETURNS POLICY ?

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.

FREE UK RETURNS

UK customers can use our free UK Collect+ returns service to send unwanted items back to us.

If you placed your order on our new site (this one) you can use our new and easy to use free UK returns service. Book your UK return and request your free return label here.

If you placed your order on our old site you can continue to use the old version of the service. Request your free UK returns label for old site orders here.

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

IMPORTANT

To help us identify your order when it arrives back at our distribution center 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.

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

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.

If you need a replacement Returns Form please get in touch with the Customer Care team HERE.

Please note we do not accept responsibility for items lost or damaged in transit back to us.

At this time we are unable to offer a similar free returns service outside of the UK domestic market. Please check our International Returns FAQs for instructions.

INTERNATIONAL RETURNS

At this time we are unable to offer a free returns service outside of the UK. If you are returning unwanted items from the European Union, USA, and the Rest of the World, it is your responsibility to return your goods using a safe and secure international postal or courier service.

Step 1: Complete your pre-printed paper returns form to confirm the items you are sending back.

Step 2: Enclose your paper returns form in the parcel with the unwanted items you are sending back. The returns form helps us identify your order and refund you faster.

Step 3: Send your unwanted items back to our Returns Address. Please use a tracked or signature service that allows you to obtain a tracking number and proof of posting receipt. Ensure you declare zero customs value on your international carrier’s customs form to prevent your return being held up at customs.

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

Your refund will be issued when your return has been received and inspected at our distribution center.

Please be aware that it can take up to two weeks (14 days) for us to receive a return from outside of the United Kingdom

Please ensure when returning unwanted items that you clearly state on the package that the item is an e-commerce return.

Please send returns to our Returns Address:

E-COMMERCE RETURNED GOODS

TWISTED TAILOR RETURNS

LEATHER MODE / UNIVERSAL PROCESSING CO

UNIT 61

MILL MEAD INDUSTRIAL CENTRE

LONDON

N17 9QU

UK

IMPORTANT

To help us identify your order when it arrives back at our distribution center 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.

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

Please note we do not accept responsibility for items lost or damaged in transit back to us.

If you need a replacement Returns Form please get in touch with the Customer Care team HERE.

SPEND MORE SAVE MORE TERMS AND CONDITIONS

Our spend more save more codes require a minimum spend to be met for the discount code to be valid. If you use a spend more save more discount code, and subsequently return one or more items from your order, bringing the order value below the minimum spend, the terms of the minimum spend have no longer been met, and the amount you will be refunded may be adjusted.

An example is set out below:

You use a spend more save more discount code that offers a 10% discount when you spend a minimum of £100. Your order total is £200, you receive a discount of £20 and pay £180. You return items worth £150 meaning you no longer qualify for the £100 minimum spend. You fall short of the minimum spend by £50. Your refund will be adjusted from £150 to £130.

EXCHANGES

We no longer 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.

HOW DO I RETURN A UK ORDER ?

FREE UK RETURNS

UK customers can use our free UK Collect+ returns service to send unwanted items back to us.

If you placed your order on our new site (this one) you can use our new and easy to use free UK returns service. Book your UK return and request your free return label here.

If you placed your order on our old site you can continue to use the old version of the service. Request your free UK returns label for old site orders here.

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

IMPORTANT

To help us identify your order when it arrives back at our distribution center 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.

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

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.

If you need a replacement Returns Form please get in touch with the Customer Care team HERE.

Please note we do not accept responsibility for items lost or damaged in transit back to us.

At this time we are unable to offer a similar free returns service outside of the UK domestic market. Please check our International Returns FAQs for instructions.

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.

HOW DO I RETURN AN INTERNATIONAL ORDER ?

INTERNATIONAL RETURNS

At this time we are unable to offer a free returns service outside of the UK. If you are returning unwanted items from the European Union, USA, and the Rest of the World, it is your responsibility to return your goods using a safe and secure international postal or courier service.

Step 1: Complete your pre-printed paper returns form to confirm the items you are sending back.

Step 2: Enclose your paper returns form in the parcel with the unwanted items you are sending back. The returns form helps us identify your order and refund you faster.

Step 3: Send your unwanted items back to our Returns Address. Please use a tracked or signature service that allows you to obtain a tracking number and proof of posting receipt. Ensure you declare zero customs value on your international carrier’s customs form to prevent your return being held up at customs.

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

Your refund will be issued when your return has been received and inspected at our distribution center.

Please be aware that it can take up to two weeks (14 days) for us to receive a return from outside of the United Kingdom

Please ensure when returning unwanted items that you clearly state on the package that the item is an e-commerce return.

Please send returns to our Returns Address:

E-COMMERCE RETURNED GOODS

TWISTED TAILOR RETURNS

LEATHER MODE / UNIVERSAL PROCESSING CO

UNIT 61

MILL MEAD INDUSTRIAL CENTRE

LONDON

N17 9QU

UK

IMPORTANT

To help us identify your order when it arrives back at our distribution center 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.

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

Please note we do not accept responsibility for items lost or damaged in transit back to us.

If you need a replacement Returns Form please get in touch with the Customer Care team HERE.

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.

CAN I CANCEL MY ORDER ?

You have the right to cancel your contract with us within 14 days of your receipt of the goods cancel your order for any reason. The easiest way to do this is to return the goods to us (making sure they are returned in accordance with “our terms and conditions for returns" If you are unable to return the goods to us before the 14 day period has expired you just need to let us know of your intention to cancel within the 14 day period.

Please contact Twisted Tailor customer services if you get an email or SMS informing you that your order cannot be cancelled as it has already been shipped.

WHY HAS MY ORDER BEEN CANCELLED ?

Unless you have asked us to cancel your order, we only ever cancel orders when we run out of a particular item. If this does happen, please accept our apologies. Our customer services team will be happy to help you find a suitable alternative, and if not you will be refunded via your original method of payment. Please allow a few working days for the funds to appear in your account.

I HAVE NOT RECEIVED MY REFUND YET. WHY ?

**During busier times, please allow 14 working days from the date you returned your items before contacting us about your refund.**

We expect most Items returned to be refunded within 10 working days of reaching us but please note that this does not include your bank's processing time. We will email you to let you know when your refund has been processed. If you have received a refund confirmation email but can’t see the funds in your account, please contact your bank/card issuer for further information.

I WAS SENT THE WRONG ITEM WHAT SHOULD I DO ?

Get in touch and our customer service team will help you out.

DO YOU HAVE ANY STORES OR STOCKISTS IN MY COUNTRY ?

Yes we have an ever growing list of stores selling Twisted Tailor brands around the world –  Please check here for a updated stockist list.

DO YOU HAVE REGULAR RESTOCKS ?

The vast majority of our products are seasonal – once they’re gone they’re gone. We do however restock our  classic twisted styles.

WHO DO I CONTACT FOR RESOLUTIONS ?

IN THE UNLIKELY EVENT THAT YOU ARE UNHAPPY WITH THE SERVICE YOU HAVE RECEIVED?
Please contact Twisted Tailor Customer Services. We welcome all feedback and will work with you to resolve any issues or queries you may have. 


WHO DO I CONTACT IF I HAVE AN ISSUE WHICH TWISTED TAILOR IS UNABLE TO RESOLVE MY ISSUE ?
The European Online Dispute Resolution platform provides information about alternative dispute resolution which may be of interest if there is a dispute about an online purchase which Twisted Tailor cannot resolve. https://ec.europa.eu/consumers/odr

I’M HAVING TROUBLE WITH YOUR WEBSITE, WHAT CAN I DO ?

Clear your cookies, close your browser, reopen it and visit our site again.

We also suggest that you use the latest version of your operating system provider e.g. Windows, IOS etc. If you’re still having problems please contact our customer services who will put you in touch with our technical team to see if they can help sort the problem.

IS THE TWISTED TAILOR WEBSITE SECURE ?

All transactions are secured and guaranteed. The Twisted Tailor website provides the highest level SSL encryption system to protect personal and payment data. Shopify Plus' Use Secure Sockets Layer (SSL) and Level 1 Payment Card Industry (PCI) compliant, providing your customer data with the same level of security as a bank.

WHAT IS YOUR PROCESSING TIME FOR RETURNS ?

Returns will be processed within 10 working days after receipt at our distribution centre; this may vary during busy periods.
Allow 5-10 working days for refunds to appear in your account as this is dependant on your banks processing time.

UK ORDERS:

Your delivery costs will not be refunded if you cancel your order post dispatch and use our free UK returns service as the free returns service is provided in place of reimbursement of the original delivery charges.

EUROPE AND INTERNATIONAL ORDERS:

Your delivery costs will be refunded if you cancel post dispatch as we do not offer a free returns service for international orders.

DELIVERY COSTS REFUND:

Delivery costs will be refunded in the following circumstances:
If you cancel your order before dispatch.
If you return a faulty item.
If we cancel your order due to stock being unavailable.
If you choose to cancel your order under the Consumer Contracts Regulations (in which case we will refund you the value of our least expensive /Standard delivery method). For more information on how to cancel under the Consumer Contracts Regulations. Please note that if you cancel your order under the Consumer Contracts Regulations, you will not be able to use our free UK returns service but will have to pay the cost of returning the item to us.

PLEASE NOTE

That we are unable to refund any duty paid on any items returned to us either faulty or unsuitable as this is a contract between you and your countries Customs & Excise Authorities.

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