Q: Where does Tillys.com accept orders from?
A: We are able to accept orders within the 48 continental United States as well as Alaska and Hawaii. Through our partnership with FiftyOne, we are pleased to provide an enhanced international shopping experience for customers in over 90 countries, with support for many more coming soon.
Q: How will I know if my order is confirmed?
A: If you provided a valid email address during the Checkout process, you will receive two emails after your order is placed. The first confirms the details of your order. The second email notifies you your order has shipped and contains your order tracking number.
CHANGES OR CANCELLATIONS
Q: Am I able to update or cancel my order?
A: Our system is designed to process and ship orders immediately. Once an order is submitted, we are unable to make changes. If a mistake was made on your order please view our return policy. To submit a request to have your order cancelled please contact us at 866-484-5597, Monday-Friday 7AM-6PM PST. Requests cannot be guaranteed.
TRACK YOUR ORDER
Q: How can I track the status of an order placed online?
A: There are two ways you can check the status of your order. If you are a registered member, you can sign on and click on the link order status. This will list all orders you have placed on the site. By clicking on the "track it" link, you will see the status of your order. If you did not register on the site, you can enter your order number and e-mail address at the order status page.
Q: How do I place a gift order?
A: When placing your order, please select "Send This As A Gift" on the Checkout page. Price tags will be removed and a gift receipt will be included. You may also include a brief message that will be printed on the gift receipt.
Q: Can I purchase or redeem a Gift Card online?
A: Gift Cards can be purchased at any Tilly's store, or you can click here to purchase your Gift Card online. Tilly's Gift Cards can be redeemed online and at all Tilly's retail stores.
Q: What if I place an order and Tillys.com doesn't have the item in stock?
A: While we make every effort to maintain an ample supply of our stock, occasionally we run out of certain items. Out-of-stock items will be removed from your original order total and a revised total will appear in your shipping confirmation email. Unfortunately, we are unable to accept back orders at this time.
RETURNS TO SHIPPER
Q: What if my package is returned to shipper?
A: Occasionally packages are returned to us as undeliverable. When the carrier returns an undeliverable package to us, we issue a full refund. We are unable to re-ship orders that are returned to us as undeliverable. If you would still like to purchase items that were undeliverable, you are welcome to place a new order on our website.
FINDING AN ITEM
Q: How can I find an item I saw in a Tilly's retail store?
A: If you need help locating a retail store item, please call 866-4TILLYS (866-484-5597). You may also use our online search tool to locate your product online.
Q: How should I care for my products?
A: To fully enjoy your new products, make sure you read the item's label and follow the care instructions.