Twillory Support Center

Find Twillory helps, faqs and knowledge base quickly

Can I Get a Free Shirt to Try On?

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That would be pretty awesome! While Twillory isn’t able to send out a free shirt, they do have free returns and exchanges. You’ll get to try on some of the best shirts in the biz in the comfort of your own home, risk-free; and if you don’t like ‘em, you can just send ‘em back to Twillory!

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I Need Some Style Advice. Who Can I Talk To?

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You’ve come to the right website! Any one of Customer Help people have been trained by atelier houses in Paris for optimum color and pattern matching. Okay, maybe they weren’t, but feel free to email Twillory at [email protected] and they willl get you some snazzy shirts that match your wardrobe.

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How Long Will It Take to Get a Free Shirt After I Complete a Referral?

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The referral system uses an algorithm to check out the referral and make sure everything is legit. If all the info checks out, you should get your referral code within seven (7) days of making the referral!

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I Purchased My Shirts More Than 30 Days Ago; Can I Send Them Back?

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Actually, yes! In this case, though, Twillory does has to charge a processing fee of CN¥‌145.00 per shirt for all late returns.

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My Promotional Code Isn’t Working! What’s Up With That?

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That stinks! There are a couple of reasons this could be happening:

  • You’re attempting to use multiple promotions at a time (our shopping platform only allows for one per order);
  • Your order doesn’t qualify for the promotion (a lot of our promotions are only applicable to orders that contain shirts);
  • The promotion may be expired.

If you feel like your order does qualify but the promotion still isn’t going through, please reach out to Twillory at [email protected] and the Customer Happiness team will get to the bottom of it for you!

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How Fast is Twillory's Shipping?

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  • East Coast / Midwest: 3-7 business days
  • West Coast: 7-10 business days
  • International Orders: within 10 business days

Orders received by 1:30PM EST usually ship on the same day. If you require faster delivery, Twillory offers 2nd Day Air (please make sure order is in by 1:30PM EST), and if you’re really in a hurry, choose the guaranteed overnight option. You can pick your preferred option and calculate associated costs on the checkout page.

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Does Twillory Ship Internationally?

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Yes! Twillory has partnered with Global-E, an international logistics company, to securely ship their Twills to most locations around the globe. They’ve created a smart interface for their site that senses your location via your IP address and changes our site to match local language and currency. If the site is currently set to a location that isn’t yours, you can switch to another country by scrolling to the bottom of any page (save for your cart and checkout), clicking the flag, and selecting your country. Shirts for everyone around the world!

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What Does Final Sale Mean At Twillory?

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Any item that is designated as final sale is sold as is, and is not eligible for return or exchange.

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I Love the Shirts That I Bought, But I Need to Make an Exchange. What’s the Policy for That, and How Do I Do It?

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Unwashed, unworn, and within 30 days of purchase. Once you send your shirts back, just let Twillory know the tracking info from the included return label. When Twillory see that activate, they can push your exchange through!

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How Long Does It Take to Process My Return?

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Generally, it takes around 10-14 business days from the time the return is shipped to Twillory for their warehouse to receive and process the shirts, and for their accounting department to issue your refund. In the rare event that you shipped your return back but have yet to see your refund, and the above amount of time has passed, feel free to give their Customer Happiness team a poke at [email protected] and they will look into it for you!

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What’s Twillory's Return Policy Like?

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As long as your shirts are unworn and unlaundered, returns are absolutely free in the contiguous United States within 30 days from the date of purchase! Each order comes with a free return label. Just pack the shirts you’re looking to return into the Twillory box (if you have it; if not, any package that gets the shirts back to us in saleable condition), slap the label on, and hand the package off to your local USPS postal worker / post office. If there’s no return label, reach out to Customer Happiness team at [email protected] and Twillory would be more than happy to provide you with a return label.

Once warehouse confirms receipt of your shirts, Twillory will put you down for a refund, after which you should see a credit back to your original form of payment within 24-48 hours of processing.

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Also, you can visit Twillory Official Website to get more helps, faqs and knowledge base.

About Twillory

Twillory, a new menswear brand, is offering a lean retail experience for men. Operating as an online only model, Twillory is entering the market with the intention to offer the utmost quality shirts at a fair price. Twillory’s advantage as an actual manufacturer positions them uniquely in today’s marketplace- with a deep rooted family history in the textile world dating back to the late 1800’s. Our company still crafts and produces millions of garments yearly for clients worldwide. This extensive firsthand experience has made us all too aware of the uncontested and unfair retail markup structure. We are positioned to offer an authentic alternative. Some call it disruptive, we simply call it Twillory. Our legacy and intensive efforts have given us a new calling; to enhance our customers’ experience in particular and the retail model overall.