Returns & Exchanges

Our Commitment to You

We want you to love your purchase. If you're not completely satisfied with your order, we offer hassle-free returns within 30 days of delivery. Your satisfaction is our priority.

Return Eligibility

To be eligible for a return, your item must meet the following criteria:

• Return request initiated within 30 days of delivery
• Item is unused and in the same condition as received
• Item is in the original packaging with all tags attached
• Proof of purchase (order confirmation email or order number)

Non-Returnable Items

The following items cannot be returned for hygiene, safety, or other reasons:

• Gift cards and store credit
• Downloadable or digital products
• Personalized or custom-made items
• Intimate apparel and sanitary goods
• Perishable goods
• Items marked as "Final Sale" or "Non-Returnable"
• Items that have been used, washed, or altered

How to Initiate a Return

Return Shipping

Return shipping costs are the responsibility of the customer, unless the return is due to our error (wrong item shipped, defective product, or damage during shipping).

For defective or incorrect items, we will provide a prepaid return label or reimburse your return shipping costs.

Exchanges

Need a different size, color, or style? We're happy to help with exchanges. The fastest way to get your new item is to:

1. Place a new order for the item you want (ensures fastest delivery)
2. Return the original item for a refund following our return process

Alternatively, contact us at support@twylly.com and we'll help coordinate your exchange.

Refunds

Once your return is received and inspected, we will send you an email notification regarding the status of your refund.

• Approved refunds: Processed to your original payment method within 5-10 business days
• Bank processing: Your bank may take an additional 3-5 business days to post the refund
• Original shipping costs: Non-refundable unless the return is due to our error

Damaged or Defective Items

We sincerely apologize if you receive a damaged or defective item. Please contact us within 48 hours of delivery with:

• Your order number
• Photos of the damaged or defective item
• Photos of the packaging (for shipping damage)
• A brief description of the issue

We will arrange for a replacement or full refund at no additional cost to you, including reimbursement for return shipping.

Late or Missing Refunds

If you haven't received your refund within the expected timeframe:

1. Check your bank account or credit card statement again
2. Contact your credit card company or bank, as processing times vary
3. If you've done both and still haven't received your refund, contact us at support@twylly.com

Questions?

Our customer service team is here to help with any questions about returns or exchanges.