RETURNS AND EXCHANGES

 

Not totally in love with your item? That’s okay! We want your Twila Ray purchase to only bring you good vibes - so lets swap that baby out and get you into something that makes you feel sassy!

 

If you aren’t really feelin’ your item, please email help@twilaray.com and tell us about your concern. We are here to help you and committed to making you a happy customer.

 

Incase you’re wondering, here are a few common return questions:

 

WHAT IS TWILA RAY'S RETURN POLICY?

 

We understand that every situation is unique, so we will do whatever we can to address your individual concerns. This is why we encourage you to reach out to help@twilaray.com the minute you decide you are not satisfied. So don’t be shy…“help me, help you”.

 

With that being said, we have a few Requirements that must be met in order for us to process a return, exchange, or store credit. Please make sure that your item(s) meet our criteria below. We can’t budge on these Requirements…no exceptions.

 

WHAT ARE THE REQUIREMENTS?

  • Items must be in brand new condition in original packaging + tags attached. Item must be unworn, unwashed, non-sale clothing with no stains, no visible wear, no smells, or no animal hair. Any sign of wear or tampering will make your item ineligible for return.

  • Unwanted items must be returned back to Twila Ray within 15 days of your purchase date. We recommend you reach out to help@twilaray.com as soon as possible.

  • Items sent back after 15 days are not eligible for refund, exchange, or store credit.

  • Due to hygiene reasons all intimates, seamless + bralettes are final sale. Please note that all Final Sale items, Intimates, Jewelry, and Accessories are also final sale only. We like to think of it as true love.

  • Sale items purchased at a discount of 30% OFF or more, including items bought with discount or promo codes, are not eligible for refund, exchange, or store credit. These items are final sale.

  • All items must be returned unworn, unwashed, undamaged, unused, and with all original tags attached and packaging included. No exceptions.

              

             

            THAT’S PRETTY STANDARD…

             

            Please note that Twila Ray's Standard Policy is to issue store credit or exchange. Items can also be exchanged for a different available size. We are more than happy to assist you with finding something new if your purchase doesn’t work out!

            We will look at your concerns on a case by case basis, however please keep in mind that this is our standard policy. We hope this will encourage you to take your time in selecting your purchase and feel free to reach out with ANY questions. 

             

            EXCHANGING ITEMS FOR A DIFFERENT SIZE

             

            Please note that we stock small quantities from brands that sell unique, limited edition styles. Inventory sells out fast, so please email help@twilaray.com as soon as you decide you want a different size. If the size you are requesting is no longer in stock, we will do whatever we can to help you find something else that you love.

             

            WHERE DO I SEND MY ITEM TO?

             

            TWILA RAY

            PO BOX 630842

            LITTLETON, CO 80163-0842

             

            WHAT DO I INCLUDE IN MY RETURN?

            • Please include a printed copy of your original order confirmation email. If you do not have your order confirmation email, go to your customer profile at twilaray.com and print out your order summary.

            • Include all clothing item(s) you wish to return. Please confirm that your items meet the Twila Ray Requirements (see above). If you return an item that does not meet these Requirements, your return will not be processed.

            • Include all original tags + packaging. You may keep your personalized “Thank You” card :-) . We are grateful for your business.

             

            WHAT ABOUT RETURN SHIPPING COSTS?

             

            At this time, Twila Ray does not cover return shipping costs. We are a new company and we hope you understand that this would be a large expense for us. As we grow, we hope to offer free return shipping, so we appreciate your support as we get there.

            With this in mind, we hope you will express any shipping cost concerns you might have by reaching out to help@twilaray.com. We will always do what we can to settle your concerns.

             

            ADDITIONAL RETURN INFORMATION

            • The amount of your return or store credit is only for the item(s) you purchased and does not include the shipping. The Post-(Wo)Man called dibs.

            • We DO NOT send return labels, so you can send item(s) back however you prefer.

            • Merchandise must be returned within 15 days from the receive date.

            • Merchandise must be unwashed and unworn. Please see Requirements.

            • Original order confirmation email must be included in your return package. Please print out your order confirmation email or go to your customer profile at twilaray.com and print out your order summary.

            • Store credit cannot be applied to future purchases until the return is processed. Meaning, you cannot apply the store credit before we have issued it to you.

            • Flash Sale and Sale Items are final sale.

            • All Jewelry and Accessories are final sale.

            • Bodysuits and Intimates are final sale.

            • We do not hold items for returns or exchanges.

            • Please allow 2-3 weeks for return processing. We will do our best to expedite the process.

            • Any returns that do not meet our policy will not be accepted or store credited.

             

              

            We want you to love your experience with Twila Ray and love your collected items even more! If you have any questions, concerns, or just want to say “Hey!” please don’t hesitate to reach out. Your feedback is always appreciated and we would love to hear from you. You can reach out to help@twilaray.com or contact our owner directly at Emmaline@twilaray.com

             XOXO

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