TO ALL OUR EU CUSTOMERS: THE PRICE YOU SEE IS THE PRICE YOU PAY, ALL TAXES AND DUTIES ARE INCLUDED!
TT ❤️ EU

RETURNS POLICY

We like to make things easy, and that is no different when it comes to returns. We offer free returns for UK and US customers (if your order is over a certain value, see table below).

 

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 your order qualifies for free returns, you will be sent an email separately from your order confirmation with a code that can be used on our returns platform, making the return free.

 

EXCHANGES - 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.

 

GENERATE A RETURN LABEL

 

Return Origin

Order Value

Return Cost

UK

Over £100

FREE

UK

Under £100

£2.50 GBP

USA

Over £200

FREE

USA

Under £200

$5 USD

EU

Any

€7 EURO

Australia

Any

$20 AUD

Sweden

Any

€15 EURO

Switzerland

Any

€15 EURO

Rest of World

Any 

Local charges apply, see below

 

 

GENERATE A RETURN LABEL

 

UK

UK customers will be able to use our Collect+ returns service. When you have booked your return simply print your returns label, attach it to your package and take it to your nearest Collect+ store. To find your local Collect+ store, please click here.

 

USA

USA customers will be able to use our DHL returns collection service. DHL will collect your return from your address, this service is widely available across the US, except for a small number of outlying areas. If our returns collection service is not available for your address you will be notified when requesting your return and a returns label will be provided and you will need to arrange and pay for your return. Please contact our customer services team if you are affected by this and need assistance with your return.

 

Rest of World

If your country is not listed in the table above please click here to request a label and return your order with your local postal service or courier company. Ensure you clearly mark your parcel as an ECOMMERCE RETURN. We advise you to get proof of posting for peace of mind. Please enclose your paper returns form in the parcel.

 

Return Terms

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. 

 

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

 

Our customer service 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.

 

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

 

EXTENDED CHRISTMAS RETURNS POLICY

If you have placed your order between 15th November and 23rd December, don't sweat, we have extended our returns period and you have until the 31st of January 2020 to return your unwanted items. Please note any items returned later than 31st January 2020 will be sent back to you. 

 

Please be advised that Twisted Tailor is an independent business working with an independent warehouse, and due to the current global situation, regarding Covid-19 we are taking extra precautions with reduced staff and working locations. Processing refunds can take longer during exceptionally busy periods.

 

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.

 

To help us identify your order when it arrives back at our warehouse, it is essential that you enclose our pre-printed returns form inside the parcel you are returning. If you need a replacement returns form please get in touch with our customer service team HERE.

 

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 example, returning a £150 item from a £200 (discounted to £180) order placed with a ‘save 10% when you spend £100’, means the after-refund order value is £30, disqualifying you from the discount, therefore the refund amount will be adjusted from £150 to £130. The scenario is similar to any promotion or discount we offer. For more information, please contact our Customer Service team.

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