Returns / Exchanges
Our #1 goal is for you to have a great experience with us, no matter what. We realize things may not always work out, so you can order with confidence, knowing we'll always do our best to make it right for you. In order to help you quickly, you do need a RA#. NOTE: Discounted, sale and PIPS items are not eligible for refunds. Please email us at Veronica@TwirlyGirlshop.com.
You have 3 options for exchanging or returning your item(s). All items must be in perfect condition with original hang tags (no pet hair, no smoke or other invasive smells). And it must not be worn, washed or altered (Discounted, sale and PIPS items are not eligible for refunds).
NOTE: PRE-ORDER ITEMS ONLY need to be received in our office for a refund within 10 days from when the package was received (according to the tracking information). After that time, a store credit will be issued or exchange. Items must be in original (new) condition with wrapping and tags (no pet hair, no smoke, or other invasive smells), not worn/washed/altered.
1) EXCHANGE: Exchanges are available 4 months after your original purchase. Please email us the new item you want so that we can set it aside for you. You send back the return (providing it has not been worn, washed, and has its original tags) and we provide free shipping back to you (US only). Free shipping back to you applies to (1) exchange only (subsequent exchanges for the same order will require shipping to be paid by customer). If you're not sure what new item you want, we can issue you a store credit.
2) STORE CREDIT + $5 BONUS*: Store credit is available 4 months after your original purchase. Receive a store credit for the amount of the items returned (not including shipping cost) plus a BONUS $5 credit you can use toward finding something else you'll love in the future (*$5 credit only applies to regular priced items being returned, not for discounted, sale, or PIPS priced items). Clothing must not be washed or worn and must include original tags. You will be responsible for sending the item back to us. We suggest getting a tracking number as we are not responsible for lost items. Please do not require a signature because this will delay the process.
3) REFUND: You can receive a refund back to your original payment method within 40 days of purchase provided that the garment has not been worn or washed, and has its original tags (discounted, sale, or PIPS items are not eligible for refunds). Items must be in our hands by the 40 day deadline. (Shipping costs are not refundable.) You will be responsible for shipping the items back to us. We suggest getting a tracking number as we are not responsible for lost items. Please do not require a signature as this will delay the process. If you would like us to create a return shipping label for you, we can deduct that cost from your refund (US only). Once we receive the garment, we will process your refund immediately (original shipping charges are non-refundable).
Friendly Request: For the purpose of determining size, we ask that you not buy multiple sizes of the same color/style. We only make a limited amount of everything we produce, therefore if you're only planning on keeping one, that inventory is essentially missing for a long time. We have size charts available on every product and we are happy to help you determine the right size over the phone/email. If you're unhappy with the fit, we make it easy to exchange (see option (1) above). We put it on hold for you so it doesn't sell out! ;) Thanks for your understanding!
Please contact us with the option you would like by emailing us at Veronica@TwirlyGirlshop.com. If you don't hear back within 24 hours it means we haven't received your email. Kindly try again and call us at 888-572-7774.