UK Returns Information
Booking a return or exchange is easy. Simply click the button below, enter your order number and email address, select the products you’d like to return, and download a pre-paid label. We offer free returns, regardless of order value, when you choose to refund to store credit or exchange. Returns that are booked to refund to the original payment method will be charged at £3.95, deductible from your refund. All returns booked will be provided with a prepaid UPS postage label which can be printed, stuck to the return and dropped at a local UPS drop-shop.
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 (020) 7604 5949, as emails are not usually caught in time to stop your order. However, our system is fully automated, so we cannot guarantee that we will be able to cancel your order before it is dispatched.
We’re now able to offer free exchanges up to 28 days after your order has been delivered. All you have to do is click the button below, enter your order number and email address, select the items you wish to exchange and follow the simple, on-screen instructions to claim your free return label.
Please note, the new product / size you select for exchange will not be reserved. We cannot guarantee stock availability when your original product is received by our warehouse, so ship it back to us at your earliest convenience. If your new chosen item has sold out since you booked the exchange, you will be offered a refund or alternative item.
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 at a cost of £3.95, deducted from your refund. Pre-paid UPS postage label generated at point of booking your return.
Refund to store credit
Eligible for returns booked up to 28 days after your order has been delivered, free of charge using a prepaid UPS label generated at point of booking your return. Credit expires after 6 months of issue.
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.