Returns

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 £5.95, deductible from your refund. All returns booked will be provided with a prepaid label straight to your email, to be dropped at a local shop/depot. The carrier will be confirmed in the email once your return is approved.

 

Cancellations

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.

 

Exchanges

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.

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.

 

Returns

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 £5.95, deducted from your refund.

Refund to store credit

Eligible for returns booked up to 28 days after your order has been delivered. Refund to store credit is free of charge. 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.

Products purchased from the Archive sale are not eligible for a refund, they are only eligible for an exchange or store credit.

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.

Cancellations

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) 7604 5949, 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.

Exchanges

We currently cannot offer an exchange service in the USA. 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.

Returns & Refunds

Returns will be charged at $12 USD, deductible from your refund. All returns booked will be provided with a prepaid DHL label straight to your email, to be taken to a local DHL location, or you can arrange a pick up. You can find your local drop off location here.

We are constantly improving our systems so that you get a better experience. This means that we have a different returns portal for orders placed AFTER November 13th @12pm GMT / 7am EST.

If your order was placed BEFORE this time/day then please click the link below to start your return

Returning an Order Placed BEFORE Nov 13th @7am EST

If your order was placed AFTER this time/day then please click the link below to start your return

Returning an Order Placed AFTER Nov 13th @7am EST

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.

Cancellations

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) 7604 5949, 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.

Exchanges

We currently cannot offer an exchange service outside of the UK. 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.

Returns & Refunds

We are constantly improving our systems so that you get a better experience. This means that we have a different returns portal for orders placed AFTER November 13th @12pm GMT / 7am EST.

If your order was placed BEFORE this time/day then we are not able to offer a pre-paid label so please click the link below to start your return - Customer arranges postage

Returning an Order Placed BEFORE Nov 13th @12pm GMT

If your order was placed AFTER this time/day then returns are now effortless! All returns booked will be provided with a prepaid DHL label straight to your email, to be taken to a local DHL location, or you can arrange a pick up. You can find your local drop off location here.

Returning an Order Placed AFTER Nov 13th @12pm GMT

Return Charges

• Australia: $24 AUD deducted from your refund

• Canada: $21 CAD deducted from your refund

• Europe: 13 EUR deducted from your refund

• New Zealand: $28 NZD deducted from your refund

• Switzerland: 12 CHF deducted from your refund

• ROW: $12 deducted from your refund

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.