FAQs

Frequently Asked Questions

Welcome to Twillara's FAQs page! Here you'll find answers to the most common questions about our products, ordering, shipping, and returns. If you don't find what you're looking for, please don't hesitate to contact us at support@twillara.com.

ORDERING & PAYMENT

Q: What payment methods do you accept?
A: We accept all major credit cards (Visa, Mastercard, American Express, Discover), as well as PayPal, Apple Pay, Google Pay, and Shop Pay. All transactions are processed securely through our encrypted checkout system.

Q: Is my payment information secure?
A: Absolutely. Our website uses SSL encryption and is verified as a secure business. We never store your complete credit card information on our servers.

Q: Will I receive an order confirmation?
A: Yes! Once you place an order, you'll receive an immediate confirmation email. This confirms we've received your order and pre-authorized your payment. Please check your spam folder if you don't see it within a few minutes.

Q: Can I modify or cancel my order after placing it?
A: Orders are processed quickly (within 3-5 business days). Please contact us at support@twillara.com immediately if you need to modify or cancel your order. We'll do our best to accommodate your request before it ships.

SHIPPING & DELIVERY

Q: Where do you ship?
A: We currently ship to all addresses within the contiguous United States (lower 48 states). We do not ship to P.O. boxes, APO/FPO addresses, or international destinations at this time.

Q: How long does shipping take?
A: Total delivery time is 8-12 business days:
• Processing Time: 3-5 business days (to prepare your order)
• Shipping Time: 5-7 business days (transit time)
Orders placed after 5:00 PM EST will be processed the next business day.

Q: Do you offer expedited shipping?
A: Currently, we offer standard shipping only. However, our standard delivery times are consistently reliable.

Q: How much does shipping cost?
A: We offer FREE SHIPPING on all orders within the contiguous United States! There are no hidden fees - the price you see at checkout is the price you pay.

Q: How can I track my order?
A: Once your order ships, you'll receive a tracking email with a link to monitor your package. Please allow up to 24 hours for tracking information to update in the carrier's system. If you haven't received tracking within 6 business days, please contact us.

Q: What if my package is delayed or lost?
A: While rare, carrier delays can occur due to weather or high volume. If your package hasn't arrived within the expected timeframe, please contact us at support@twillara.com and we'll investigate immediately.

PRODUCTS & MATERIALS

Q: What materials are your products made from?
A: We use premium, carefully selected materials:
• 100% French Flax Linen - Cool, breathable, and naturally textured
• Boucle - Soft, sculptural, and luxuriously tactile
• Waffle Weave - Classic texture with excellent durability
• Faux Fur - Heavyweight, plush, and cozy
All materials are chosen for their quality, comfort, and longevity.

Q: Are your products machine washable?
A: Most of our products are machine washable. Specific care instructions are included with each item and on the product page. We recommend:
• Cold water wash on gentle cycle
• Mild detergent without bleach
• Tumble dry low or line dry
• Remove promptly to prevent wrinkles

Q: Do your colors fade after washing?
A: Our textiles are made with high-quality, colorfast materials. When cared for properly according to our instructions, colors should remain vibrant through many washes.

Q: What sizes do you offer?
A: We offer standard home textile sizes:
• Pillows: Various sizes from throw to Euro
• Shams: Standard, Queen, King, and Euro sizes
• Blankets: Twin, Full/Queen, and King sizes
Specific measurements are listed on each product page.

Q: Are your products suitable for people with allergies?
A: Our products are made from natural or high-quality synthetic materials and are generally hypoallergenic. However, if you have specific allergies, please review the product description carefully or contact us for more information.

RETURNS & EXCHANGES

Q: What is your return policy?
A: We offer a 7-Day Free Return Policy for all US customers. You may request a return within 7 calendar days of delivery (as confirmed by tracking). We provide a prepaid return label at no cost to you.

Q: What items are eligible for return?
A: To qualify for a full refund, items must be:
• New, unused, unwashed, and in original condition
• No signs of wear, odors, stains, or damage
• Returned in original packaging with all tags attached
• Accompanied by proof of purchase (order number)

Q: How do I start a return?
A: Please do not send items back without authorization:
1. Email support@twillara.com with your order number and reason for return
2. We'll respond within 24 hours with a prepaid return label
3. Print and attach the label to your package
4. Drop off at any USPS/UPS/FedEx location

Q: Do you charge a restocking fee?
A: No! We do not charge any restocking fees. You'll receive a full refund of the item price.

Q: How long does it take to process my refund?
A: Once we receive and inspect your return:
• We'll notify you via email within 1-2 business days
• Refunds are processed immediately upon approval
• It may take 7-10 business days for the credit to appear on your card statement, depending on your bank

Q: Can I exchange an item for a different size or color?
A: Yes! We accept exchanges under the same conditions as returns. We cover the return shipping cost, but standard shipping times apply for the replacement item.

Q: What if my item arrives damaged or defective?
A: We're so sorry if this happens! Please contact us immediately at support@twillara.com with:
• Your order number
• Photos of the damage
• Brief description of the issue
We'll arrange a replacement or full refund at no cost to you.

ABOUT TWILLARA

Q: Who is Twillara?
A: Twillara is a U.S.-based premium home textile brand, owned and operated by GZRIDER LLC, a registered Colorado Limited Liability Company. We're committed to bringing "serene, warm living with thoughtfully designed textiles in calming Morandi tones" to everyday spaces with high-quality, timeless home essentials.

Q: Where are you located?
A: Our headquarters and operations are based in Denver, Colorado:
GZRIDER LLC (DBA Twillara)
1500 N Grant Street, Ste R
Denver, CO 80203
United States

Q: How can I contact customer service?
A: We're here to help!
• Email: support@twillara.com
• Phone: +1 (917) 563-6203
• Business Hours: Monday - Friday, 9:00 AM - 5:00 PM EST
We typically respond to all inquiries within 24 hours during business days.

Q: Do you have a physical store I can visit?
A: Currently, we operate exclusively online, which allows us to offer premium quality at fair prices. Our online store is open 24/7 for your convenience.

Q: Are you a legitimate business?
A: Absolutely! We are:
• A registered Colorado LLC (Entity ID: 20251893185)
• Verified with Federal EIN: 39-3834866
• SSL Secured and Verified Business certified
• Operating in full compliance with all federal and state regulations
All our business documents are properly filed with the Colorado Secretary of State and the IRS.

STILL HAVE QUESTIONS?

If you didn't find the answer you were looking for, we're here to help! Please reach out to our friendly customer service team:

Email: support@twillara.com
Phone: +1 (917) 563-6203
Hours: Monday - Friday, 9:00 AM - 5:00 PM EST

You can also visit our other helpful pages:
• About Twillara - Learn more about our story and mission
• Shipping Policy - Detailed shipping information
• Refund Policy - Complete return and refund details
• Contact Us - Additional ways to reach our team

Thank you for choosing Twillara. Your satisfaction is our priority!