Tilly's FAQs

Once you submit your order you will receive two emails.

The first email is an order confirmation and is generally received immediately after placing your order. It will contain the details of your order.

The second email is a shipping email and notifies you that your order has been shipped and will contain the tracking details for your order.

If you do not receive either of these emails, please contact our customer service department.

It is our goal to process all orders as quickly as possible. For this reason, we cannot guarantee that your order can be cancelled.

If you need to cancel an order, please contact our customer service department. We are unable to cancel orders that have already begun the fulfillment process.

We apologize that you have not received your order. To report a missing package, please contact our customer service department at (866) 484-5597

We look forward to resolving this issue for you as soon as possible.

Click here for our ours of operation:

Online Form

Submissions are typically responded to within 24 hours.

Submit a request

Email

[email protected]

Emails are typically responded to within 24 hours.

Phone

Monday - Friday: 6am - 7pm PSTSaturday - Sunday: 8am - 5pm PST

Call: (866) 484-5597

First, be sure you have entered the entire 16-digit card number and 4-digit pin accurately.

Next, click on "add". A prompt will tell you the balance on your gift card.

Then, click "apply". The gift card balance should now be applied to the order. If the gift card does not cover the remainder of the order, you will now need to add an additional form of payment to complete the order.

If you are unable to apply your gift card after following the steps above, please contact our customer service department and we will be happy to assist you in placing your order with a Tillys gift card or eGift Card.

We'd be happy to send you Tillys stickers! All you have to do is send us a self-addressed, stamped envelope to the address below:Tillys-Customer Service17 Pasteur Irvine, CA 92618Once we receive your self-addressed, stamped envelope we will send you the stickers!!

Orders placed during regular business hours (Monday through Friday, 8:00 a.m. to 3:00 p.m. PST) are typically processed and shipped within 24-48 business hours. Once an order has processed, delivery time depends on the chosen shipping method. After your order has been processed and shipped you will receive a shipping confirmation that contains the tracking details.Orders shipped via Economy may arrive via US Postal Service or OnTrack (CA only).

Delivery time frames can also vary based on delivery location.*APO/FPO Orders may take 4-6 weeks. Orders shipping to Alaska, Hawaii, or extra-continental US territories may take additional time for delivery, depending on the shipping location.

**Expedited orders shipping to Alaska, Hawaii and rural domestic addresses may require an additional business day to arrive.

No Saturday or Sunday deliveries on orders shipped via FedEx 2Day and Overnight.If an item is not available in our warehouse, we do our best to find your item in one of our other locations. If the item is available at another location, it will be shipped in its own package. These items can take an additional 2-3 business days to process. After it ships, you will be sent an email with your tracking information.

To track your order please click on the following link: Track My Order For additional assistance please contact us by email, Live chat, or call us directly at 866-484-5597.Click here for our office hours: (add link)

Many of our orders will ship from multiple Tillys locations. Check to see if you have received an additional tracking number for your order; the missing item is most likely in transit to you.

If you don't have an additional tracking number, please verify that you have not recieved an email informing you one or more items are out of stock.

If you have verified that you have not received either of these emails, please contact our customer service department and we would be happy to assist you in locating your item/s.

If you receive a notification upon submitting your order stating that the billing address is incorrect, there is a chance that a pending authorization will be created in your account.

Don't worry, this is not a charge; it's a hold that your bank or other financial institution has placed on the funds, and typically drops off your account in three to five business days.

Orders placed through Tillys.com or the Tillys mobile app will not be charged until your items have shipped from our facility. If you feel you have been charged incorrectly, please contact our customer service department so we can assist you.Please note that we do not accept Visa, MasterCard, Discover or AMEX gift cards.

In order to return an item or items purchased online, please click here.

To report a lost or missing package, please contact our customer service department so we can resolve the issue as quickly as possible.

When the carrier returns an undeliverable package to us, we issue a full refund. We do not automatically reship the items.

Occasionally some packages can be reshipped. If you'd like to have your packaged reshipped, contact our Customer Service department to see if your package qualifies.

Please contact us by phone at 866-484-5597.

Please click here for our hours of operation:

FREE ECONOMY SHIPPINGon all orders over $49*

Disclaimer:

*Based on pre-tax merchandise totals after discounts and special promotions.

Cannot be applied to previous orders.

Valid on U.S. orders only.

Alaska & Hawaii - add $10.00

Disclaimer:

Shipping Time does not include processing time of 1-2 business days.

Business days are Monday - Friday, excluding holidays.

*Packages shipping to Alaska or Hawaii take 10-15 business days for delivery with Economy shipping.

APO and FPO addresses are automatically shipped via Economy and may take 4-6 weeks for delivery.

No Saturday or Sunday deliveries for order shipped with FedEx 2Day & FedEx Overnight.

Orders shipping via FedEx 2Day and FedEx Overnight to Alaska, Hawaii and rural domestic addresses may require an additional business day to arrive.

FedEx Ground delivers Monday through Saturday and may require an additional business day to arrive to rural domestic addresses.

Gift cards that are purchased from Tillys.com or the Tillys mobile app are shipped via FedEx or OnTrack Ground (CA only). The following shipping methods are available for gift cards:

Economy (5- 8 Business days)

FedEx Ground (3-5 Business Days)

FedEx 2 Day*

FedEx Overnight*

Free!

Free!

$14.95

$20.95

Alaska & Hawaii - add $10.00NOTE: All orders are subject to a 24-48 business hour processing time before shipment. There are no additional charges for the purchase of multiple Gift Cards. If your Gift Card is shipped with other products, the Gift Card will be included in the order with no additional shipping charges. P.O. Box, APO, and FPO addresses are automatically shipped via Economy. Orders shipped via Economy (5-8 Business Days) may arrive via US Postal Service or OnTrack Ground (CA only).*No Saturday or Sunday deliveries on orders shipped via FedEx Ground, 2 Day or Overnight.

FREE ECONOMY SHIPPINGon all orders over $49*

Disclaimer:

*Based on pre-tax merchandise totals after discounts and special promotions.

Cannot be applied to previous orders.

Valid on U.S. orders only.

Alaska & Hawaii - add $10.00

Disclaimer:

Shipping Time does not include processing time of 1-2 business days.

Business days are Monday - Friday, excluding holidays.

*Packages shipping to Alaska or Hawaii take 10-15 business days for delivery with Economy shipping.

APO and FPO addresses are automatically shipped via Economy and may take 4-6 weeks for delivery.

No Saturday or Sunday deliveries for order shipped with FedEx 2Day & FedEx Overnight.

Orders shipping via FedEx 2Day and FedEx Overnight to Alaska, Hawaii and rural domestic addresses may require an additional business day to arrive.

FedEx Ground delivers Monday through Saturday and may require an additional business day to arrive to rural domestic addresses.

FREE ECONOMY SHIPPINGon all orders over $49*

Disclaimer:

Rates based on pre-tax merchandise totals after discounts and special promotions.

Cannot be applied to previous orders.

Valid on U.S. orders only.

Alaska & Hawaii - add $10.00

Disclaimer:

Shipping Time does not include processing time of 1-2 business days.

Business days are Monday - Friday, excluding holidays.

Packages shipping to Alaska or Hawaii take 10-15 business days for delivery with Economy shipping.

APO and FPO addresses are automatically shipped via Economy and may take 4-6 weeks for delivery.

No Saturday or Sunday deliveries for order shipped with FedEx 2Day & FedEx Overnight.

Orders shipping via FedEx 2Day and FedEx Overnight to Alaska, Hawaii and rural domestic addresses may require an additional business day to arrive.

FedEx Ground delivers Monday through Saturday and may require an additional business day to arrive to rural domestic addresses.

Orders placed during regular business hours (Monday through Friday, 8:00 a.m. to 3:00 p.m. PST) are typically processed and shipped within 24-48 business hours. Once an order has processed, delivery time depends on the chosen shipping method. After your order has been processed and shipped you will receive a shipping confirmation that contains the tracking details.Orders shipped via Economy may arrive via US Postal Service or OnTrac Ground (CA only).

Economy*

FedEx Ground

FedEx 2Day**

FedEx Overnight**

5-8 Business Days

3-5 Business Days

2 Business Days

1 Business Day

Delivery days can vary based on location.*APO/FPO orders shipped through Economy may take 4-6 weeks. Orders to Alaska, Hawaii, or other extra-continental US territories may require additional time for delivery.

**Expedited orders shipping to Alaska, Hawaii and rural domestic addresses may require an additional business day to arrive. No Saturday or Sunday deliveries on orders shipped via FedEx 2Day and Overnight.If an item is not available in our warehouse, we do our best to find your item in one of our other locations. If the item is available at another location, it will be shipped separately from your other orders. These items can take an additional 2-3 business days to process. After it ships, you will be sent an email with your tracking information.

Yes, orders can be shipped to P.O. Box, and APO/FPO addresses. These orders are shipped via FedEx SmartPost. FedEx SmartPost takes about 5-8 business days until delivery.

Delivery days can vary based on delivery location.*APO/FPO orders may take 4-6 weeks for delivery. Unfortunately tracking numbers are not sent out on APO/FPO shipments.To view our Shipping Methods please: Click Here

Gift Cards that are purchased from Tillys.com are shipped via FedEx. The below shipping methods are available for gift cards. If you need your gift card sooner, you can always purchase an eGC (Electronic Gift Card) and receive it the same day (for purchases not requiring order or credit card review)

Alaska & Hawaii - add $10.00There are no additional charges for the purchase of multiple Gift Cards.

If your Gift Card is shipped with other products, the Gift Card will be included in the order with no additional shipping charges.

P.O. Box, APO, and FPO addresses are automatically shipped via Economy shipping.

Orders shipped via Economy (5-8 Business Days) may arrive via US Postal Service or OnTrack Ground (CA only).No Saturday or Sunday deliveries on orders shipped via FedEx Ground, 2 Business day or Next Day.

Yes, Tillys offers a return label. Please click here to access your return label:The amount of $7 will be deducted from your refund. Place your return package in your mailbox, USPS blue collection box, give it to your postal carrier or drop off at any post office, or request free carrier pick up at www.usps.com/pickup.

If you prefer to use your own return shipping method, please send your pre-paid, insured package (recommended) to:Tillys.comE-Commerce Returns17 PasteurIrvine, CA 92618*Packages must be shipped pre-paid. We cannot accept C.O.D. shipments.Refunds are processed after item(s) are received at our Returns location.

Please click here for our Return Policy.

It is our goal to process all orders as quickly as possible. For this reason, we are unable to make changes to any of the items on the order, including the size, color, or quantity. We apologize for any inconvenience.

If you made an error while placing the order and need to cancel it, please contact our customer service department and we can assist you in replacing the order with the correct information. For more information on cancelling an order, please click here.

To earn Tillys Rewards points for In-Store purchases, simply give your email address or phone number to the cashier when you checkout. The points will appear in your account within two to three days.For information about Tillys Rewards, please click here

Tillys accepts the return of merchandise with the original receipt and tags attached for up to 60 days after purchase. Full-priced merchandise meeting these requirements will be refunded back to the original method of payment.Sale merchandise meeting these requirements (excluding items ending in .97 (cents)) will be refunded for Tillys Store Credit.

Sale merchandise ending in .97 (cents)is final sale during red tag promotional clearance events. All sales are final on undergarments, swimwear, sunglasses, goggles, watches, jewelry, cosmetics, skateboards, CD's, & Blind Box's. Partial returns of multiple-item promotions (ex: Buy 1 Get 1), forfeit all promotional pricing.

Shoes must be returned in original shoe box. Damaged shoe boxes and those used as shipping boxes will not be accepted.

The original cost of shipping is nonrefundable.

Store issued gift cards (Store Credits) are non-transferable and cannot be sold.*Holiday purchases made November through December may be returned or exchanged through January 15th of the following year.

To Return an Item please click here

FedEx SmartPost is a delivery method in which FedEx and the United States Postal Service (USPS) partner together to deliver packages. FedEx will deliver packages to your local post office, and the Postal Service will deliver the package to its final destination.To view our different Shipping Methods please Click Here

Unfortunately, points are not awarded when you purchase a gift card. Points are only earned when merchandise is purchased.

You will, however, earn points when you make a purchaseusing a gift card.

For more information about Tillys Rewards please click here

A receipt is required for all returns. However, if you no longer have a copy of your original receipt, an exchange may be made for merchandise of equal or lesser value.

If you have further questions or require additional assistance, please contact our Customer Service department.

Tillys.com does not accept returns without a receipt. Please contact our Customer Service department if you have lost or misplaced your receipt. We will do our best to send you a copy.

Click here for information on how to contact our Customer Service department.

For more information regarding our return policy, please click here

You may return any item purchased with a Tillys gift card that is otherwise in accordance with our Return Policy. The refund for any item purchased with a Tillys gift card will be issued in the form of Store Credit, which can be used to purchase merchandise online or at any Tillys retail store. When making an online purchase, please keep your Gift Card until you have received the item(s).

You can return any item to any Tillys store location as long as it is meets the requirements of our return policy. If you are unsure where your closest Tillys location is, please click here.

If you are unable to visit your local Tillys store location, please contact our customer service department and we will be happy to assist you.

Tillys Rewards are a way for us to give something back to you, our loyal customers!

Points are earned on every purchase made online or in-store. Every dollar you spend with us earns you one Rewards point. For every 150 points you earn, you will receive a $5 Reward - valid on a future Tillys purchase!

To view the Terms of Use please click here **The program is ONLY available in the United States at this time.**

Yes, it is possible to lose points. Your points total will be adjusted when you make a return or exchange. When you return an item for a refund, the points earned for that purchase will be deducted from your total points. If you were issued a $5 Reward prior to your return, you can still use it; in this case, your Rewards points will go into the negative.

If you have any additional questions about Rewards points, please click here for more information or contact our customer service department.

Most purchases made in store take two to three business days to reflect in your rewards account.

If it has been longer than that since you made your purchase and you still don't see your points, please gather your receipt information and contact our customer service department so we can assist you in getting your points!

To request a Tillys catalog, click here and provide your mailing address.

Tillys Moola is a program that turns your purchases into cash!

How it works: It starts with an Earning Period. During an earning period, you earn a$10 Moola Rewardfor every$50 spent (on pre-taxed merchandise) on anysingle transaction.

Then comes the Redemption Period! At the start of this period we will issue all the $10 Moola rewards you earned to your email. Redeem yourMoola Rewards on anything in-store or online - no minimum purchase required!Tillys Rewards Moola Disclaimer:RECEIVE A $10 MOOLA REWARD, FOR EVERY $50 SPENT (PRE-TAX MERCHANDISE) ON ANY SINGLE TRANSACTION FROM 07/06/2018 THROUGH 09/03/2018. MOOLA REWARDS VALID FOR REDEMPTION BETWEEN 09/06/2018 AND 09/30/2018 AT ANY TILLYS STORE OR ON TILLYS.COM. MOOLA REWARD WILL BE EMAILED AT THE END OF THE EARNING PERIOD TO EMAIL ADDRESS ON REGISTERED REWARDS EMAIL ACCOUNT. MOOLA REWARD(S) MUST BE PRESENTED FOR IN-STORE PURCHASE. USE MOOLA CODE(S) AND PIN FOR TILLYS.COM PURCHASE. MOOLA REWARDS NOT VALID WITH: OTHER OFFERS; SALE ITEMS; DISCOUNTS; OTHER COUPONS; PROMOTIONAL/CORPORATE GIFT CARDS; STORE ISSUED GIFT CARDS; STORE CREDITS; THE PURCHASE OF GIFT CARDS; OR PREVIOUSLY PURCHASED MERCHANDISE. OTHER EXCLUSIONS MAY APPLY. LIMITED TO STOCK ON HAND. NOT REDEEMABLE FOR CASH, NON-TRANSFERRABLE, & CANNOT BE SOLD. SEE TILLYS.COM/REWARDS FOR MORE DETAILS.

Returning an item is easy! After you've reviewed our return policy, click here to create a return label for your online order - or to locate a nearby store to return your item at.

If you prefer to use your own return postage, please send your pre-paid, insured package to:Tillys.comE-Commerce Returns17 PasteurIrvine, CA 92618*Packages must be shipped pre-paid. We cannot accept C.O.D. deliveries.

Unfortunately we do not ship internationally.

To check your Gift Card balance click here.

Please have your card number and PIN available. You can access your PIN by scratching off the silver strip on the back of the card.

Tillys Gift Cards do not have an expiration date.

If you have received a Corporate Gift Card, the expiration date is listed on the back of the card.

To redeem your Reward in any Tillys store, simply show the associate your Rewards code so they can apply your reward at the register.To redeem your Reward through Tillys.com or the Tillys mobile app, log into your Tillys Rewards account before checking out and enter the Reward(s) and PIN in the gift card section.For more information about Tillys Rewards please click here

You will be awarded points for every purchase made at Tillys!For every $1 you spend in Tillys stores, at Tillys.com, or on the Tillys app you will receive 1 point.

You will automatically be awarded points for any purchase made on Tillys.com or on the Tillys app as long as you are logged into your online profile. To get points for In-Store purchases, give your email address or mobile phone number to the cashier when you checkout.Points will not be awarded for gift card purchases, sales tax, or shipping fees. Points will be deducted for returned items.

Your e-Gift Card will arrive quickly. In most cases, it will reach the gift recipient's e-mail address within 24 hours.

If the gift recipient has not received the e-Gift Card within that time frame, please contact our customer service department so we can find a resolution.

Absolutely! In addition to Tillys.com and the Tillys mobile app, Tillys e-Gift cards can be redeemed at any of our store locations.

To redeem in store, either show the e-gift Card to the cashier on your mobile device, or print a copy of it out and present it upon checking out.

It's an electronic gift card!

Tillys e-Gift cards arrive via e-mail to the e-mail address specified at checkout. Your gift recipient can then use their e-Gift card to buy anything available on Tillys.com or in any Tillys store location.

Click here to check your Tillys e-Gift card balance.

Yes you can! You may return items paid for with gift cards in accordance with our regular return policy.

Refunds for returned items paid for with gift cards will be issued in the form of a Tillys gift card or e-Gift card. You can use the replacement gift card either in-store or online.

Protect your gift card as you would cash! A lost or stolen Tillys gift card cannot be replaced without the original sales receipt. The replacement value of the card will be the remaining balance at the time the loss or theft has been reported.

The report a lost or stolen gift card, contact our customer service department and we will be happy to assist you.

Whether in-store or online, Tillys gift cards can be purchased in any whole-dollar amount between $1 and $500.

To view the Terms of Use, please click here.

For any further information please contact our customer service department.

Tillys.com accepts Tillys gift cards and the following major credit cards: VISA, MASTERCARD, AMERICAN EXPRESS, and DISCOVER. We also partner with PayPal.*At this time, Tillys.com does not accept VISA, DISCOVER, MASTERCARD or AMERICAN EXPRESS Gift Cards.

Tillys is required by law to charge sales tax on orders that are shipped to the following states:

Arizona, California, Colorado, Florida, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Maryland, Massachusetts, Michigan, Minnesota, Missouri, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, Ohio, Oklahoma, Pennsylvania, South Dakota, Tennessee, Texas, Utah, Virginia, Washington, and Wisconsin.

There is no sales tax on orders shipped to other states. In some states, shipping charges are also subject to tax.