Important Service Update
Guess Who's Back!
Monday 4th May 2020
A few weeks ago we let you know that we were temporarily closing our warehouse due to the advice of the UK Government. But, after working closely (not THAT close though) with our hardworking partners in our warehouse, we have managed to create a safe working environment so they could come back confident in their safety and the safety of those around them.
These are the people that work hard in making sure that the most cutting edge suits in the world are delivered to you guys, and are most importantly part of the Twisted Tailor family. So we’ve been really busy putting new systems and safety measures in place including:
- Social distancing measures have been put in place to ensure that all staff are 2 meters apart at all times. This also includes any rest areas where we will ensure seating is 2 meters apart.
- Ensuring that all staff wash their hands regularly and hand sanitizers are available for use at all times.
- Work surfaces are cleaned regularly, particularly when dealing with the packing/unpacking of goods.
- Gloves are to be worn for any goods coming back and disposed of when each task is complete.
Last week we ran some tests with our new set-up; we’re happy and, more importantly, so are our teams. So, as of today, we’re excited to say that we are starting to despatch orders again!
If you’re waiting for an order, make sure you check your email (double-check your junk folder just in case!) where you’ll find your despatch note as soon as your order leaves the warehouse.
It’s not quite ‘business as usual’, that’s just not how the world is right now, but we’re trying and making some big moves in keeping our teams safe and you seriously stylish.
We do expect some delay to our usual delivery times while we work things out and keep running vital process checks.
Please see below updates from our delivery partner DPD about transit times to your location. If your country is not listed please reach out to our customer services at hello@twistedtailor.com we’ll get back to you as soon as we can.
| Country | Service Status |
| United Kingdom | Normal Service |
| United States | Operations continue as normal, although we expect delays of 24-48 hours |
| Germany | Operations continue as normal, although expect delays of up to 24 hours |
| France | Operations continue as normal, although expect delays of up to 24 hours |
| Netherlands | Operations continue as normal, although expect delays of up to 24 hours |
| Australia | Operations continue as normal, although we expect delays of 72-96 hours |
| Italy | Operations continue as normal, although expect delays of up to 48 hours. Due to areas being in quarantine we are unable to deliver to the following postcodes of restricted areas: 64031, 64032, 64033, 64034, 64035, 65010, 84031, 85047, 87038, 87054, 82011, 83023, 33513, 53234 |
| Belgium | Operations continue as normal, although expect delays of up to 48 hours |
| Ireland | Operations continue as normal, although we expect delays of 24-72 hours |
| Canada | Operations continue as normal, although we expect delays of 24-48 hours |
| Spain | Operations continue as normal, although expect delays of up to 48-72 hours |
| Poland | Operations continue as normal, although expect delays of up to 24 hours |
| Switzerland | Operations continue as normal, although expect delays of up to 48 hours |
| Austria | Operations continue as normal, although expect delays of up to 24 hours |
| Sweden | Operations continue as normal, although expect delays of up to 24 hours |
| Denmark | Operations continue as normal, although expect delays of up to 24 hours |
| Finland | Operations continue as normal, although expect delays of up to 24 hours |
| New Zealand | Operations continue as normal, although we expect delays of 72-96 hours |
| Slovakia | Operations continue as normal, although expect delays of up to 24 hours |
| Iceland | Operations continue, however, due to no flights being allowed into Iceland a Ferry service is being used instead. Please expect delays of up to 2 weeks |
| Portugal | Operations continue as normal, although expect delays of up to 24 hours |
| Malta | Operations continue as normal, although we expect delays of 24-48 hours |
From the bottom of our ❤'s we thank you for showing us patience and understanding.
Stay Safe
The Twisted Tailor Family
STAY SAFE, STAY HOME
Thursday 26th March 2020
Just like the opening scene of 28 Days Later, London has now officially gone into lockdown. Whatever country or city you are from we are sure you are all experiencing the same thing. During these remarkably unprecedented and rather scary times, we hope you all show tolerance, love, and support for each other. These are needed now more than ever before.
Please read the following carefully as it affects all customer deliveries and returns.
Orders
In line with UK Government instructions our dispatch warehouse will now close from today Thursday 26th March @ 5 pm This closure will last for a minimum of 4 weeks and maybe longer depending on the UK Governments advice. This means that Twisted Tailor cannot dispatch any further goods from this date.
Returns & Refunds – Please Read Carefully
Likewise, in line with UK Government advice our third party warehouse, responsible for processing all our returned garments has informed us that it is now closed and will remain closed for a minimum of 4 weeks.
We are sorry to inform you that US returns not received at our local US warehouse before the 11th March have not been forwarded to the UK and processed therefore we are unable to issue refunds at this stage. All other returns not received at our UK warehouse before the 13th March cannot be processed until further notice and again we are unable to issue refunds at this stage.
All orders that were returned and received by our third-party warehouse up to the dates above have been processed for refund and you should receive your refund within 14 days of that date. Please note that it may take your bank or card issuer up to 5 days to process your refund to your account.
Please do NOT send any further returns to us whilst our warehouses remain closed as we simply have no way of processing these. Please hold onto your order and when this situation is over, send back to us, and we will refund accordingly. Please note that our returns period has been extended to 90 days and will be reviewed and extended further, as necessary with your safety in mind.
For those of you who have already sent returns after the 12th March we ask you please to be patient and have understanding because there is simply no one in these warehouses processing or receiving parcels.
Be assured you will receive a refund in due course, this is only temporary, and we are fully aware of the frustration this will cause you and for that we apologise. These events however are simply out of our control. Our Customer care lines are open should you have any questions and please do not get angry or shout at our agents as they are scared too!
From the bottom of our ❤'s we thank you for showing us tolerance and understanding.
Stay Safe
The Twisted Tailor Family
STAY SAFE, STAY IN TOUCH
Friday 20th March 2020
During this period of craziness our team have been thinking of ways we can actually help and support you, our loving customers, during these times.
You guys are going to find it harder if not impossible if your self isolating to return your unwanted items. We understand and we have your back!! We are now extending our returns policy to 90 days so you can order what you want in the confidence of knowing your under no pressure to interrupt your Netflix and chocolates!
We are all in the same boat and things out there are not working as seamlessly as they should so please support us as we try our very best to keep things on track. We know you will understand and we thank you for that.
Should you have any questions or you need to contact us for any reason, you can call or text Twisted Tailor remote working customer services on the following mobile number +447923024409 or alternatively use our website chat feature between the restricted hours of 10 am to 5 pm GMT Monday to Friday or send an email to hello@twistedtailor.com and we’ll get back to you as soon as possible.
Our designers are all at home with their crayons and paper and beavering away to bring you more exciting, unique and damn sexy collections for Autumn when hopefully this is all over and we can all party like we never partied before!
In the meantime from the whole team at Twisted Tailor – stay safe, stay in touch, love and laugh.
The Twisted Tailor Family
SERVICE STATUS
UPDATED: Friday 20th March 2020
SHIPPING AS USUAL
Twisted Tailor's head office staff in London are working from home but our warehouse remains open and continues to ship your orders as usual. More delivery and shipping information is available here.
RETURNS PERIOD EXTENDED TO 90 DAYS
We want you to remain safe in these crazy times and do not expect you to head out to drop off points until some normality is restored. Our returns period has been extended to 90 days until further notice - and will be reviewed and further extended if needs be. More returns information is available here.
DPD collection points in Germany have been closed. An alternative easy returns option is available via our returns service providers if you need to get stuff back.
All French returns services are on hold due to the lock down but you now have 90 days to send orders back and we'll review again later with your safety in mind.
Our hearts are with you all.
The Twisted Tailor Family
RIDE IT OUT IN STYLE
Wednesday 18th March 2020
To Our Loyal Friends and Family
Many of your Proms, Weddings and Party bashes have been put on hold. This is a tough time for everyone, you are not alone - be strong, be bold and take care of yourselves and others.
Twisted Tailor is a Community bound together by British spirit and resilience. We will continue to inspire you with the best of Tailoring in bold and sharp designs.
Our European supply chain has not been interrupted and current stock levels and product availability has been maintained to ensure that our customers can continue to purchase, as long stocks last and the global situation permits.
Buying too many toilet rolls ain't gonna make you look cool, but a Twisted outfit will always make you feel good. Stuck indoors? Spend some time planning for those future events that will ultimately happen. Let's ride this out in style.
Stay Safe + Love
The Twisted Tailor Family
