Return & Refund Policy

Ready-made catalog items

If you receive a ready-made (non-custom) catalog item that is defective, damaged, or incorrect, please contact us within 14 days of delivery. We will replace the item or issue a refund to the original payment method once we confirm the issue.

Items must be unworn, unwashed, and in their original condition with tags attached, unless the issue is a defect or fulfillment error. We may ask for photos of the item or packaging to process your request.

Custom-embroidered items

Because custom-embroidered items are made to order for you, they are final sale and cannot be returned for a change of mind or size selection. We will, however, repair, replace, or refund a custom item if it arrives defective, materially different from the approved quote, or with a fulfillment error that was our mistake.

Please double-check your size, design text, and placement preferences before approving a custom quote. Once production begins, we cannot accept changes.

How to request a refund

Contact us through the Contact page or email info@twillsy.com with your order number, the item you are returning or reporting, and a brief description of the issue. If you have photos of a defect or incorrect item, please attach them.

If your order was placed while signed in to your account, store staff may also initiate a refund directly from the order record. You will receive an email confirmation once the refund is processed.

Refund processing

Approved refunds are issued to the original payment method used at checkout. Depending on your bank or card issuer, it may take 5 to 10 business days for the refund to appear on your statement. Refund processing time is separate from the time it takes us to approve and submit the refund.

Contact us

Twillsy, Uniforms and Custom Co.
7101 SW 149th Avenue, Miami, FL
Email: info@twillsy.com
Phone: (305) 773-4431