Frequently Asked Questions (FAQ)

 

In partnership with Twin Hill, Huntington has designed a Career Apparel Program to set ourselves apart from the competition by providing a professional image through our clothing and brand. Below are some Frequently Asked Questions (FAQ) for your reference. More FAQs can also be found on the Career Apparel page on Essentials.

 

 

ORDERING PROCESS

 

Your Username is your Huntington Bank User ID.

 

Your default password is welcome1. Once you log on, you will be prompted to change your password. If you have forgotten your password, you can use the "Forgot your password?" link to reset your password or you may contact Twin Hill Customer Service at 866.429.1024 for assistance.

 

Your credit/debit card will be charged for garments when they ship. If a large order was placed using personal funds there could be multiple shipments resulting in multiple, partial charges to your account.

When the order is initially submitted, our system does call out for an authorization before 'accepting' or processing the order. This does have an impact on your credit/debit account in that the authorization diminishes your available credit or ability to purchase by the amount authorized.

This is usually less impactful on a credit account as it simply reduces the available credit however; on a debit card, the authorization shows up as a pending transaction on your checking account, which is commonly misconstrued as the "billing". If the pending transaction drops off before the items actually ship and bill (the pending status timeframe varies from one institution to another but is generally 10-30 days), you may experience a shortfall if you haven't properly accounted for the expenditure.

 

No. Payroll deduction is not currently available through the Twin Hill website.

 

To view your account history, click "My Account" at the top of the screen once you have logged in.  In the “My Order List” you will click on “View My Order History/Status”.
 
 

 

Generally, orders are shipped within 2-3 business days. If the web status of your order is "in process," we are unable to make any adjustments or cancellations.You may contact Twin Hill Customer Service at 866.429.1024 for assistance.

 

Twin Hill and Huntington are committed to keeping backorders to a minimum. Generally backorders are filled within four weeks, but can take up to 12 weeks or more in some cases. Please check the website for the most accurate delivery dates. You may contact Twin Hill Customer Service at 866.429.1024 for assistance.

 

Open your order right away and verify your packing slip matches what you received. Then try on all your pieces to make sure they fit. Please be cautious to not get any makeup or deodorant staining in the garment or if will not be accepted for exchange or return.  If you need to return anything, please initiate the return immediately as it may take 2-3 weeks for an exchange to be returned, processed, and shipped to you. The return process is on the reverse side of your packing slip.  
Twin Hill has a 90-day return policy for new/unused garments. Please initiate any returns before 90 days.
 

 

APPAREL

 

I need help determining my size. What should I do?
Retail sizing can differ significantly from brand to brand; therefore, Twin Hill sizing may not be aligned with the brands you currently wear. There is a "Fit Guide" tab on the website to assist you in determining the appropriate size. You may also call a Twin Hill Customer Service representative for guidance in determining your size; however, the size you order is ultimately your decision.

 

I have special size needs. Is there a solution for me?
Yes. While the vast majority of colleagues will find an appropriate size within Twin Hill's size range you can place a special order clicking Special Orders if your requirements fall outside the size range for a particular garment. Alterations to create minor customizations to the fit of your tailored apparel or shirts and blouses can be made through your local tailor. Note: Sweaters and other knitwear products cannot be altered.
 
Special orders are not returnable or exchangeable, so it is recommended that you consult with your Career Apparel Manager.  You will need to provide measurements to Twin Hill for your order. Special size production requires up to 12 weeks. Please contact Twin Hill Customer Service at 866-429-1024 for further details.
 
 

 

How will alterations be handled?
If you need any alterations for your new garments, you can take them to your favorite tailor. Keep in mind, any alterations must be consistent with Huntington's Career Apparel Program guidelines. Alterations are a personal expense.
 
 

 

All in-stock items will generally ship within 2-5 business days via FedEx Ground from Houston, Texas.

 

Yes. Click "My Account" which is located at the top of the home screen once you have logged in and then “View My Order History/Status” Click on the desired Order Number for additional details, such as the shipment tracking number. A link to the Fed Ex website is included so you can view tracking in real-time.

 

What is the process for a return or exchange?
If you need to return or exchange your Twin Hill product(s), please follow the instructions below.
If a garment has been soiled, washed, worn or altered in any way or if the tags have been removed, it cannot be returned for exchange or credit.
If the wrong size or incorrect item is ordered, Twin Hill will exchange the garment if it is returned within 90 days of receipt. The colleague must cover the cost of return shipping.
 

 

Defects or Faulty Construction
If the garment has a manufacturer defect such as missing buttons, broken zippers or other faulty construction, Twin Hill will exchange the garment if it is returned within 90 days of receipt.
 
Please contact Twin Hill's Customer Service Department at 866-429-1024. Twin Hill will pay for return shipping by emailing you a prepaid return label, then quickly repair or replace the damaged merchandise. To expedite the process, when speaking with the Customer Service Department, please have the following information available:
 

• Packing slip or invoice number
• Your name and telephone number
• Reason for the return
• Item(s) being returned

 

Return and Exchange Form
 
The packing slip is printed with a return and exchange form. Please follow the instructions on the form and return your garments to the Twin Hill Distribution Center for processing. We recommend that you use a return carrier that provides tracking information and guaranteed delivery (such as UPS or FedEx). Items that have been worn, altered, laundered or dry cleaned will not be accepted for return, unless defective. All acceptable garments returned will be processed for credit or exchange as indicated on the form.
 
Return to:
Twin Hill Returns
5630 Renwick
Houston, TX 77081
 
NOTES: 
1. Huntington shipping services should not be used for returning apparel. Colleagues are responsible for return shipping charges. 
2. Normal freight charges apply to all outbound shipments from Twin Hill at the colleague's expense to include exchanges. The only time the outbound freight charges will not be billed to the colleague is in the event of a Twin Hill error on the original order processed.
 
You may also initiate a return/exchange on the website by Clicking "My Account" which is located at the top of the home screen once you have logged in and then “Return and Exchange Request”.
 

 

DRESS CODE

 

You can wear your own black pants, skirts and suiting. All other clothing, including all shirts, blouses, sweaters, shells, ties and scarves must be from the Huntington Career Apparel collection.

 

Absolutely! Black suits are acceptable. You may wear your own, or, there are two suit options available for men and women on the Twin Hill website.

 

Black is the ONLY color colleagues may wear with their Huntington Career Apparel. It was selected for pants, skirts and suiting because it's universal, easy to maintain and easy to find. Having all colleagues in black also helps support a consistent brand experience in all branches.

 

Men's button-up shirts have an uneven hem and must be tucked in. Women's shirts that have neat, even hems may be worn tucked or untucked.

 

You may wear your own accessories, but please keep them minimal, professional and tasteful. The Huntington logo should not be covered by accessories. If you have any doubt about whether an accessory is acceptable, please consult your manager.

 

 

Still have questions or need help?

Contact Twin Hill Customer Service via email by using the Contact Us tab on the home page or call 1-866-429-1024
You may also contact Huntington's Career Apparel at career.apparel@huntington.com