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 when your order has arrived.

You then have a further 14 days from when you inform us of your intentions to us receiving the goods back into our distribution centre. 

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.

Book your UK return and request your free return label 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

Print your return label here. Please enclose your paper returns form in the parcel.

We are now delighted to offer some international customers a subsidised easy localised returns service from the below destinations

Return Origin

Cost

Currency

USA

0*

USD

Germany

10

Euro

France

10

Euro

Australia

40

Australian $

Sweden

10

Euro

Netherlands

10

Euro

Belgium

10

Euro

Italy

20

Euro

Ireland

10

Euro

Switzerland

22

Euro

 * reguar cost $18 - Free for a limited time only 

We are looking to expand this list soon, to ensure all our customers have an easy returns experience.

If you are returning unwanted items from a country not on above list, after printing your returns label, it is your responsibility to return your goods using a safe and secure international postal or courier service.

Step 1: Print your return label here.

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. Please use a tracked or signature service that allows you to obtain a tracking number and proof of posting receipt.

Step 4: Please ensure when returning unwanted items that you clearly state on the package that the package is an ECOMERCE RETURN.

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 three weeks (21 days) for us to receive a return from outside of the European Union, but we endeavour to refund all customers within 14 days of receipt of your return at our warehouse.

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.

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