Eligible Tillys purchases normally have 30 days from the online order date or store purchase date. Keep the receipt, original condition, packaging and attached labels. The main site lists a $6.95 return-label fee; eligible store returns are free. October–December purchases have a standing extension to January 15 of the following year or 30 days, whichever is later.
When does the Tillys return window start?
Use the online order date or store purchase date, with an ordinary 30-day window. Delivery day is not the starting point named in the policy, so check the confirmation before counting forward from a parcel’s arrival.
For a split shipment, keep the original order details with each product rather than assuming the last box gives every item a fresh deadline. If an item is late arriving and little time remains, ask Customer Service how to proceed before shipping it back. The useful details are the order date, delivery date and product involved; a general request for more time may leave support without the information needed to assess the situation.
Does Tillys extend returns for holiday gifts?
Its standing holiday rule covers purchases made October through December until January 15 of the following year, or 30 days, whichever is later. This means the January date does not shorten the ordinary window for a late-December purchase.
For illustration, an eligible early-October gift uses the January extension, while an eligible December 30 purchase still has its ordinary 30-day period. Keep the dated receipt with the gift so the recipient can establish which deadline applies. The extension concerns time; do not treat it as permission to return an otherwise excluded product, remove garment labels or use equipment before deciding whether to keep it.
What condition, tags and packaging do I need?
Preserve original condition and packaging, including attached tickets and garment labels. The policy specifically prohibits tape or shipping labels on the shoebox itself. Keep the retail box inside a suitable outer carton when shipping shoes.
Check fit before removing identifying labels or washing clothing. If the package arrived damaged or a label was already missing, photograph the delivery condition and ask for guidance instead of silently trying to replace it. When returning multiple similar pairs, match each to its own labeled box. That keeps the size and product identifiers consistent and avoids turning a simple size decision into a question about mismatched merchandise.
How do I return something bought at a Tillys store?
The dedicated store-purchase instructions direct eligible items and their receipt to a nearby Tillys store. Locate the receipt before traveling and check the intended store’s hours, particularly around holidays.
Do not assume an online return label is the right tool for a register purchase merely because both carry the same retailer name. Explain the original purchase channel if you need help finding an alternative. For a gift, ask the buyer for transaction evidence early enough to use the available window. If you want another size, check the receiving store’s stock as a separate step rather than assuming returning the original pair reserves a replacement.
Can I return a Tillys.com order in store?
Eligible online merchandise can use a store return. Bring the original shipping receipt and the credit or debit card used for the order. This is the free alternative to the ordinary paid label route, subject to product and seller exceptions.
Identify the seller and product before deciding the trip will resolve everything. Equipment listed as mail-only cannot use the counter, and marketplace purchases have different refund outcomes. If the original payment card is unavailable, contact support about that circumstance rather than promising yourself a cash substitute. Keep the return receipt until the transaction is reconciled, especially if only one item from a larger order is going back.
How do returns of store-pickup orders work?
The main returns page says the store can process a pickup-order refund without an additional fee. Keep the order and pickup confirmation together so the associate can locate the transaction rather than relying solely on the bag or product label.
Check whether you collected a direct Tillys order, since a purchase through another platform can have separate handling. Before leaving home, decide which items are going back and preserve the rest of the order paperwork. If you need a different size urgently, ask about availability before completing a refund; the ability to reverse the purchase does not itself establish that an exchange item is in stock.
How much does a return label cost?
Use the main site’s currently listed $6.95 charge, collected when creating the label. Older official Zendesk articles still display $5.95, so check the amount shown for your selected items before paying rather than relying on the older figure.
This is a label-creation charge, not a promise that a fee is deducted only after the warehouse issues a refund. For an eligible ordinary item, compare that cost with the time and travel needed for a free store return. If you made a mistake while generating the label, ask support about correcting the request before buying another one and assuming the first charge will automatically disappear.
Can I use my own shipping instead of Tillys’ label?
The label instructions allow a prepaid, insured parcel to the listed e-commerce returns destination and reject cash-on-delivery shipments. Verify the current address and packing instructions on the official page when sending it rather than using an old label from a previous purchase.
Choose a traceable service and retain the acceptance receipt. With your own postage, you are arranging the shipment rather than purchasing the retailer’s return label, so check the total cost before deciding it is cheaper. A parcel delivered to an address and a return matched to your order are different steps; include the transaction evidence needed to identify the merchandise and monitor the refund afterward.
What if I lost the receipt?
Tillys requires a receipt. Its online no-receipt help article directs you to Customer Service, which will try to send a replacement copy. That offers a useful recovery step instead of an advertised no-proof store-credit formula.
Search the address used at checkout, including messages another household member may have received. Give support the order reference or enough purchase information to find it. A card statement may help identify the date, but this guide does not promise it substitutes for the receipt. For a gift, ask the purchaser to help locate the original transaction before treating the missing paper slip as the end of the process.
Which merchandise is final sale?
The main page names jewelry, underwear, cosmetics, candy, red-tag or red-price clearance promotions and donations. It separately directs sunglasses and watch warranty matters to the manufacturer. Older help text has a broader exclusion list, so confirm ambiguous eyewear or watch eligibility before buying.
Read the actual item designation rather than treating every promotional price as identical. If you are choosing a gift, discuss the size or style before selecting final-sale merchandise. A longer holiday deadline does not remove a final-sale designation. If an excluded item arrives damaged or incorrect, describe that delivery issue to support rather than presenting it as an ordinary change-of-mind request.
Can I return a snowboard or bicycle at a store?
The mail-only list includes bicycles, surfboards, paddleboards, snowboards, snowboard boots and bindings. A nearby store is therefore not the general return destination for those products, even when ordinary apparel from the same order can go there.
Keep the protective packaging until you are sure the equipment is right. Before arranging shipment, ask for item-appropriate instructions and compare postage and packing costs. Do not disassemble or alter equipment solely to fit an improvised box without checking the return requirements. For a mixed order, identify each item’s permitted route rather than putting everything together simply because it arrived under one order number.
What changes for Amazon or TikTok purchases?
The current main page directs original-payment refunds through the platform used to buy the merchandise. At a Tillys store, those purchases can receive an exchange or store credit, with no payment refund.
Choose the outcome before choosing the destination. Store credit may suit someone who wants another Tillys item, but it will not put money back into the marketplace payment account. Start with the purchase history in the correct platform and keep its return reference. Do not use a direct Tillys.com order number from a different transaction to try to generate a label for shoes bought through Amazon or TikTok.
What happens when I paid with a Tillys gift card?
The published outcome is store credit issued as a Tillys gift card, usable online or in its stores. Retain the original card until the online merchandise arrives and you know whether you will keep it.
Do not expect a cash refund merely because the item itself is eligible. If the transaction combined a gift card and another tender, ask how the specific refund will be allocated rather than assuming the full amount can move to your bank card. Keep the return receipt and any replacement credit information secure so you can reconcile the value before discarding the original transaction records.
Can I exchange an online order by mail?
The online process is a return and a new purchase; direct exchanges can be handled in a store for eligible merchandise. Decide which route suits the replacement you want before mailing the original.
Check current stock and price for the new size or color. Starting a return does not necessarily reserve it or preserve an earlier promotional price. If you place the replacement order immediately, budget for both transactions until the refund is complete. Keep both order numbers clearly labeled in your records so a question about the outgoing return is not confused with tracking for the new parcel.
When will the refund appear?
The label instructions say returns are processed after the merchandise reaches the returns department and allow one to two billing cycles for the credit to appear. Original shipping charges are nonrefundable. Eligible ordinary refunds go to the original payment method.
Retain tracking and the eventual refund confirmation. If you follow up, establish whether the warehouse has processed the return and which amount was issued before asking your payment provider to trace a credit. Printing the label or handing over a parcel is not the same event as merchandise receipt. Compare the refund with the purchase amount and excluded shipping rather than expecting the entire original order total automatically.
Who can help with APO/FPO orders or a return problem?
Orders sent to APO/FPO addresses need Customer Service coordination under the main returns page. For assistance, Tillys publishes 1-866-484-5597 on its contact page. Use that route when the ordinary portal cannot handle the request.
Have the order number, destination type and product details ready. Explain whether the problem is a missing receipt, label charge, delivery damage or refund trace so support can address the specific issue. Save any special return instructions with the shipment record. Do not create a conventional domestic label and assume it covers an address or item the automated process has not approved.
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Citations
Sources reviewed November 3, 2026. If Tillys updates its rules, its current policy applies. See how we verify.