Frequently Asked Questions

Standard shipping takes 5-7 business days, Express shipping takes 2-3 business days, and Next Day delivery is available for orders placed before 2 PM EST. International shipping typically takes 7-21 business days depending on destination.

Once your order ships, you'll receive an email with tracking information. You can also track your order by logging into your account and viewing your order history. Real-time tracking updates are available for all shipped orders.

Yes! We offer free standard shipping on all orders over $50. This applies to all US addresses. International orders have discounted shipping rates based on destination.

You can modify or cancel your order within 1 hour of placing it through your account. After that window, please contact our customer support team and we'll do our best to accommodate your request before the order ships.

We partner with major carriers including USPS, UPS, FedEx, and DHL for international orders. The carrier is automatically selected based on your location and chosen shipping speed for optimal delivery.

We offer a 30-day return policy for a full refund. Items must be unused, in original packaging with all tags attached. Some items like personalized products, intimate goods, and final sale items cannot be returned. Gift cards are non-refundable.

Log into your account, go to 'Order History', select the order you wish to return, and click 'Request Return'. Follow the instructions to print your prepaid shipping label. Pack the item securely and drop it off at the nearest carrier location.

Refunds are processed within 5-7 business days after we receive and inspect your return. It may take an additional 3-5 business days for the refund to appear in your account, depending on your bank or credit card provider.

We sincerely apologize for any damaged or defective items. Please contact us within 48 hours of receiving your order with photos of the damage. We'll arrange for a free replacement or full refund, including original shipping costs.

We recommend placing a new order for the item you want and returning the original for a refund. This ensures you get your replacement faster. Contact support if you need assistance with the exchange process.

Check our Size Guide page for detailed measurements for all product categories. Each product page also includes specific sizing information. If you're between sizes, we generally recommend sizing up for comfort. Our customer service team can also provide personalized sizing advice.

Absolutely! All products sold on Twylly are 100% authentic and sourced directly from brands or authorized distributors. We never sell counterfeit products and offer an authenticity guarantee on every purchase.

You can sign up for back-in-stock notifications on any product page by entering your email. We'll notify you immediately when the item becomes available. Popular items typically restock within 2-4 weeks.

Yes! We offer premium gift wrapping for $5.99 per item. You can select this option during checkout. We also offer free gift messaging so you can include a personalized note with your gift.

Click on 'Account' in the top navigation and select 'Register'. Enter your email and create a password. You can also create an account during checkout to save time on future orders. Account benefits include order tracking, saved addresses, and faster checkout.

We accept all major credit cards (Visa, MasterCard, American Express, Discover), PayPal, Apple Pay, Google Pay, and Shop Pay. Buy Now, Pay Later options are also available through Klarna and Afterpay for qualifying orders.

Absolutely. All transactions are secured with industry-standard SSL encryption. We are PCI DSS compliant and never store complete credit card information on our servers. Payments are processed through trusted, PCI-compliant payment providers.

Click on 'Account' then 'Forgot Password'. Enter your email address and we'll send you a secure link to reset your password. The link expires after 24 hours for security. If you don't receive the email, check your spam folder.

Only one promotional code can be applied per order. However, free shipping promotions typically stack with discount codes. Some exclusions may apply to sale items or specific brands.