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How can I contact Twill Active?

For enquiries about orders, order status, returns, product, Social Media and press, please contact us via email support@twillactive.com

How do I return an item?

Orders can be returned within 30 days of purchase. Please contact us via email on support@twillactive.com, Kindly mention the orders number and the reason for the return, we will check the details and if the return is within the time frame, we will issue the return code.
We will gladly accept unworn, unwashed, unaltered or unused merchandise in sellable condition for a full refund within this time frame. Please allow 5 business days to process the return once it’s received. You will be notified via email once the refund has been issued!

Twill Active is not responsible for any lost returns. We recommend a shipping method with a proof of delivery or tracking number. 

We currently do not Issue return labels for Domestic and International shipments, customers will be responsible for returning shipments at their own cost.

Can I return the item on sale?

If the item is more than 40% off, it is considered as final sale item. Unfortunately final sale items are not eligible for returns

Can I change or cancel my order once I've placed it?

Orders are usually sent to the warehouse immediately for processing, if you wish to change or cancel the order, Please contact us support@twillactive.com immediately. I am sure we will do everything to accommodate your request. However, if the order is processed and sent out we can't cancel the order. You will need to return the items for refund. 

Do you offer Free Shipping?

Yes, we offer free shipping for all domestic orders (UK shipments) and Free shipping for international orders (if the order value is over GBP 150.00)

When will my order Ship?

We aim to ship all couriers on the same day however a small number of orders may take up to 1-2 business days and we will keep you updated about your order. 
Order cut off time is Monday to 
Friday 2.00PM and orders placed on Friday after 2pm, Saturday and Sunday will leave on Monday. We offer next day delivery for all domestic (UK) shipments. For shipping lead times for internal shipments, please see our shipping policy. 

Do you ship Internationally?

Yes, we ship our items to all around the world! Please make sure you place your order in your local currency, this can be changed at the top right hand corner of the home page. 
International courier transit times may vary due to the delays at customs and clearance. 

How do I track my shipments (domestic and International) ?

Please track your shipments here
y
ou will need the order number and the email to track the order 

Are duties and taxes included in my international orders?

Unfortunately not, as the duties and taxes varies from country to country. All our prices are excluding duties and taxes for all International shipments. this is our customers responsibility to pay these charges to the customs directly. thank you

Can I get refund on the duties and taxes if I return my order?

Any duties and taxes paid separately are nonrefundable.

What payment methods are accepted ?

Twill Active Accepts Visa, Mastercard, Diners Club,Discover, American Express, Google Pay, Apple Pay, KLARNA, CLEAR PAY, Paypal. We do not accept personal cheques, money orders at the moment. 

Do you honour price adjustments?

Yes absolutely, we honour price adjustments for regular priced items that have been discounted within the 5 days from your purchase order in the form of store credit. 

When do I get the tracking number?

As soon as the items are shipped out, a shipment confirmation with the courier details and the tracking number will be emailed to you

Do you have size chart? what size should I order?

Yes, please kindly click on the size guide in the customer service section at the bottom of the page. 

The item I want is out of stock, what do I do?

If the product you want is out of stock, please email us at support@twillactive.com for up-to-date information

Where are Twill Active items designed and manufactured?

All Twill Active styles are designed at our HQ in Manchester, UK. Our products are made at selected factories in China. All our factories are BSCI approved.

What are your items made of?

Please refer to the fabric composition on each style in product desctiption 

Is there anywhere I can try on Twill Active items? do you have any stores?

We are an online only retailer and we do not have physical stores yet. 

Do you have an influencer or ambassador program?

yes, we do! Please apply here 

How do I care for my Twill Active items?

Every items of ours will have the clear wash care instructions, please refer to the items for care instructions 

What if the item is received damaged, faulty or in wrong size?

It's unlikely we send the damaged, faulty or wrong sample or size, however if we do then please accept our apologies. Please contact us immediately at support@twillactive.com with the following information 

- Your order number

- Items you placed order for

- items your received instead

- A clear photograph of the item you have received, including logo  

 

returns FAQ'S

shipping faq's