USA Returns Information
We like to make things easy, and that is no different when it comes to returns. We offer free returns if you hit the order value threshold (see returns section 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 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 +44 (020) 7112 8672, as emails are not usually caught in time to stop your order. Our system is fully automated, so we cannot guarantee that we will be able to cancel your order before it is dispatched.
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.
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. We are currently processing returns and refunds within 14 days of receipt to our warehouse.
We offer free returns if you spend over $200, 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. If your order is under $200, you will be charged $5 at point of return.
Our USA returns provider is DHL. DHL will collect the 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 still be provided with a label, which you can affix to your return and drop it at a local DHL depot or DHL drop-off shop. Please contact our customer services team if you are affected by this and need assistance with your return.
Start a return
Return Terms & Conditions
For a full refund, please return your online order in its original condition to our warehouse 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 warehouse.
Please note, items received outside of our 28-day return period will be returned to you at your cost.
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.
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.
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 country’s Customs & Excise Authorities.
We inspect all return items upon receipt at our warehouse. We regret that any items returned that are not in a resalable condition, or that have been worn, will be declined for a refund. You will be contacted with available options if this is the case. All garments are seal tagged, and refunds will only be offered if these tags are still attached when returned. Items returned without the seal tag attached, damaged or removed and replaced will be rejected. Rejected returns will be offered back to you at an additional postage cost, or donated to charity after 30 days.
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.